Practically what does this mean:

• A Single Point Of Contact (SPOC) to ask for something or to report an incident.
  • One place (building 55 for a start)
  • One telephone number 24/7 (we'll start with working hours only)
  • One url, one self service portal on the web that allows users to:
    • Search for services, information about these services, and possibly find answers to questions or resolve problems themselves.
    • Report an incident (something is broken)
    • Request things (using easy to use standard templates and wizards to guide users to fill in the relevant pieces of information to facilitate and speed up the fulfilment process)
    • Follow up on all outstanding requests in a transparent manner, whatever the service, and whoever provides it
• One easily comprehensible (business) Service Catalog, covering all services.
• One set of highly automated documented processes (driven by the information in the service catalogue and associated role assignments).
  • One process for incident management for ALL incidents (my laptop does not boot, my roof is leaking, my access card does not work..).
  • One process for request fulfilment (I request to have my office painted, How do I obtain a new laptop, I would like to rent a car, What is the timetable of the shuttle to the airport..)
  • One transparent comprehensive method used for prioritization of tasks (targets depending on priority that can be set per service; priorities are calculated based on impact and urgency in line with best practice recommendations)
  • One comprehensive set of stages in the process, enabling easy follow up by users, monitoring of service quality accross the organization, comparing apples with apples.
• One service management tool to support all of this.

Real practical examples of what this means to customers, users, supporters and managers can be found in the case studies that are available from this link