Lida began as a niche IT Service Management (ITSM) consultancy, working with our customers to deliver world-class IT services. Over a decade ago we realised that the technology that underpins business services goes far beyond IT. Services are delivered across multiple areas of the business. We quickly found ourselves in the world of Enterprise Service Management (ESM), way before it was cool. Of course, we still tackle traditional IT projects - but our clients are increasingly focused on applying mature Service Management principles to other areas of the business, such as HR, Finance and Facilities.

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Classical ITSM is generally bottom-up, focused on aligning of technology and processes to business services. Popularised by ITIL, this approach keeps technology investments and practises in sync with overall business objectives. But it only gets us halfway. If customers have a poor experience when accessing services, we miss the mark.

At the same time, great UX alone doesn’t get us there either. The prettiest customer portals or the chattiest chatbots just raise unrealistic customer expectations if request processing is hampered by sub-optimal systems behind the scenes. It’s a movie about cars that can inexplicably turn into robots – it might have amazing special effects, but the actors are calling it in and there’s no storyline. Furthermore, the cost of providing those services increases if opportunities around process optimisation, workflow automation and system integration are left on the table.

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At Lida, we think it's important that our customers first know what services they deliver and how they can best deliver them, before they even think about building anything. Our Service Designers will work with you to design top quality, efficient processes to back the services you offer. We'll look at engagement points (portals, smart forms, chatbots and so on), approvals, fulfilment tasks, communications and integration points with other services or systems. And we'll document them simply and clearly, because no one wants an encyclopedia that will never be read or implemented.

We take things out of the conceptual realm and into reality.

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