About SM4ALL and our Offerings
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SM4ALL means Service Management for All ServicesSM4ALL is a Melbourne-based Service Management training and consultancy firm. Our services are based on the international framework ISO 20000 for effective and efficient management of services. We provide services tailored to your unique strategy, culture and situation. Our customer industries and markets include government, financial, medical, engineering and education.
We begin our engagements with getting to know the objectives of our clients. What are the expectations and goals intented. From this we can structure a tailored plan to achieve these outcomes.
In this customer-centric world of service provision, we must all learn to work smarter, not harder. Acquire new skills essential to delivering better services, faster and for a lower cost. All enterprises exist to deliver services (or products and supporting services) to their customers. The modern customer has changed to expect a customised experience that values their needs.
We begin our engagements with getting to know the objectives of our clients. What are the expectations and goals intented. From this we can structure a tailored plan to achieve these outcomes.
In this customer-centric world of service provision, we must all learn to work smarter, not harder. Acquire new skills essential to delivering better services, faster and for a lower cost. All enterprises exist to deliver services (or products and supporting services) to their customers. The modern customer has changed to expect a customised experience that values their needs.
ABOUT OUR TRAINING
All our in-house courses are tailored to your specific enterprise, which helps with the engagement and relevance of the course to the students. On top of this, our courses can be adjusted to the appropriate level, from beginer to advanced. We work with you to set the training at the right focus for maximum benefit and successful outcomes.
Our Courses offered are:
Strategy Management
Two-day, in-house, comprising one day of theory and exercises, and one day facilitation to create a successful strategy. This course helps you to understand your enterprise, its unique culture, vision, market-place, then construct, promote and maintain the best strategy going forward. Strategy Management is about developing the right strategy, implementing it, promoting it, institutionalising it and maintaining it. Strategy Management is a science more than an art. The course is designed for strategy makers at every level of your enterprise. Class sizes are 8 to 12
Service Level
Three-day, covering the key stages of a service lifecycle. Conceiving new services in line with your strategy, developing and implementing those services, delivering and continually improving, regular optimisation reviews, and decommissioning of services no longer valued before they become troublesome. Treat your services as a living thing that must be nurtured, developed, released, monitored and maintained. All of your services need the right level of governance and support to ensure they provide the best return. The course is designed for senior service management staff. The course travels through the five key phases of :
- Strategy - which are the right services to have
- Design - what is the service going to look like
- Transition - build and implement new services
- Operations - maintain and enhance the service
- Optimisation - review and form a plan of action
Process Level
Three-day, covering the key processes that support your services through their lifecycle. These processes guide you to building the most suitable services, designed with customer-focus, resilience, growth capacity, security and governance. The processes plan for things that could go wrong, so as to make even a negative incident into a positive experience for your customer. This course is designed more for the people implementing the processes that support all of the active services. Key processes covered in the course are:
- Service Desk
- Incident and Problem Management
- Change and Release Management
- Configuration Management
- Service Level Management
- Financial Management
- Warranty (Security, Capacity, Availability and Continuity)
Presentation Skills
One-day, in which your staff can improve a key life skill. This course explains the 10 secrets of professional presenting and gives all participant several opportunities to show their talents and build on their capability over the course of the day. If the candidate wishes, their presentation can be filmed for their record of how much they improved in just one day. The course is designed for everyone that will benefit from more confident and effective public speaking in both their work and private life. Class sizes are 8 to 12
Every new skill obtained, and new knowledge learnt, means that you are more valuable to your customers. With them in mind, you can deliver the services they value, with an effectiveness and efficiency that make the best use of your budget.
Every new skill obtained, and new knowledge learnt, means that you are more valuable to your customers. With them in mind, you can deliver the services they value, with an effectiveness and efficiency that make the best use of your budget.
ABOUT ME
My name is Gary Percival. I am the principlal consultant and trainer at SM4ALL Services. I have been providing Service Management consultancy, and delivering class training, for over 15 years. In this time, I have aided clients in implementing, operating and improving their Service Management governance.
I am a certified ISO 20000 Service Management Consultant as well as an ITIL v2 Service Management Master (2003) and ITIL v3 Service Management (Expert). I have my Certificate IV in Training and Education Programme Development. I am a former officer in the Australian Army Reserve.
From my very start in IT, I have considered the industry as a service-based one. I produced software to allow the core business elements of enterprises make the best use of computers. Getting computers to do what they do best – high-speed number crunching to deliver information.
I agree with the separation of IT into two branches. Information Technology (IT) making hardware and software for general market consumption, such as IBM, Microsoft and Apple. And Information Services (IS) which uses the output of IT to deliver the services the business needs. The right information, to the right people, in the right form, at the right time.
Most IS departments are contained within an organisation, and have a well-defined customer base to deliver to.
My focus has always been on service to specific customers. The challenge I found has been that not everyone appreciates the service nature of their work. What we don’t recognise we don’t manage well.
Studying IT Service Management (ITIL) put in place for me, a structured approach to managing services with a focus on customer experience and service value. Being able to provide services in an effective way, with rapid customer feedback, and efficiently so as to fund continual improvement.
Enterprise Service Management (ESM) is the term used to apply the same Service Management principles and disciplines to non-IT service provision. Indeed, ESM is often called “ITIL beyond IT”.
Now I am delivering the Service Management experience to a much broader range of service providers. Enterprises that deliver service to their external customers, and supporting departments that deliver services internally to their core business.
I am a certified ISO 20000 Service Management Consultant as well as an ITIL v2 Service Management Master (2003) and ITIL v3 Service Management (Expert). I have my Certificate IV in Training and Education Programme Development. I am a former officer in the Australian Army Reserve.
From my very start in IT, I have considered the industry as a service-based one. I produced software to allow the core business elements of enterprises make the best use of computers. Getting computers to do what they do best – high-speed number crunching to deliver information.
I agree with the separation of IT into two branches. Information Technology (IT) making hardware and software for general market consumption, such as IBM, Microsoft and Apple. And Information Services (IS) which uses the output of IT to deliver the services the business needs. The right information, to the right people, in the right form, at the right time.
Most IS departments are contained within an organisation, and have a well-defined customer base to deliver to.
My focus has always been on service to specific customers. The challenge I found has been that not everyone appreciates the service nature of their work. What we don’t recognise we don’t manage well.
Studying IT Service Management (ITIL) put in place for me, a structured approach to managing services with a focus on customer experience and service value. Being able to provide services in an effective way, with rapid customer feedback, and efficiently so as to fund continual improvement.
Enterprise Service Management (ESM) is the term used to apply the same Service Management principles and disciplines to non-IT service provision. Indeed, ESM is often called “ITIL beyond IT”.
Now I am delivering the Service Management experience to a much broader range of service providers. Enterprises that deliver service to their external customers, and supporting departments that deliver services internally to their core business.