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Service Management Office

Aligning service requirements to business needs

Lexel’s ICT Service Management Office (SMO) is accountable for defining, maintaining and managing service management standards.


Our IT Service Management Office specialises in developing processes and procedures to improve your business operations. We’ll help increase customer satisfaction, and improve service levels within your business.


Our Services:

Service delivery management. Lexel’s Service Delivery Managers are customer advocates, facilitating service excellence for your organisation, within our business.


Business intelligence. Turn complex data into clear business insights. The Lexel Business Intelligence team can help your business identify trends and improve decision making.


Virtual CIO. Save time and expense involved in hiring a full time Chief Information Officer. Lexel’s team of Virtual CIO’s are available for a one-off project, or a specified number of hours per month.


Consulting. Drawing on globally recognised service management frameworks, our experienced analysts can provide:

  • Governance and advice on best practice processes, procedures and delivery.
  • Service and operations reporting.
  • Solutions catalogue management.
  • ITSM quality, standards & compliance management.
  • Service risk capture, mitigation, acceptance.
  • Service Governance.
  • Dashboard reporting.


We are able to provide our customers with a shared workspace for collaboration to allow free bidirectional communication, based on Microsoft Office 365.

Service Management Office Charter:

To support the delivery of service excellence, Lexel’s Service Management Office objectives include:

  • Providing unsurpassed Service Delivery Management to Lexel customers.
  • Delivering best in class ITSM services to Lexel customers.
  • Continual improvement and uplift of Lexels SMO service capability.
  • Governance, aligning IT service processes to business goals and objectives.
  • Managing continual improvement of service management tools.
  • Championing IT Service Management uptake through staff education and training.


Business Benefits:

Lexel’s ICT Service Management Office can help proivde a range of business benefits, including:

  • Service requirements aligned to business needs.
  • Improved governance and reduced risk.
  • Improved efficiency and productivity through best practice processes, workflow and automation.
  • Improved internal customer experience, and to the overall benefit that IT has on the business.
  • Support the business through digital transformation and/or rapid business change.


Service Delivery Management

Aligning service requirements to business needs

At Lexel, our Customer Delivery Managers are customer advocates, representing your organisation within our business. Lexel Customer Delivery Managers are a single point of contact, facilitating service excellence, every time.


Our customer centric, professional and unbiased approach to service delivery produces measurable improvement benefits. The Lexel Service Delivery team is continually looking at new ways to innovate, automate and simplify the delivery of services, sharing these benefits through our customer ecosystem.


Service Delivery Management Offerings:

With scalable and flexible pricing options, Lexel offers service delivery management across three distinct customer segments:


  • Corporate and enterprise
  • Small and medium business
  • Retail


For each of these segments, service delivery management is available as a fully managed service, or if your organisation only requires selected service deliverables, we can customise a solution to meet your specific requirements.

Lexel Service Delivery Managers:

Lexel Service Delivery Managers connect a broad range of internal and external stakeholders. Services are delivered responsively, efficiently and to the highest standard of quality through:


  • Continual service improvement
  • Commercial & contract management
  • Relationship management
  • Incident & service level management
  • Scheduled reporting & review meetings
  • ITSM process management & administration
  • Project delivery oversight & review


From a day-to-day perspective, you can count on your Lexel Service Delivery Manager to:


  • Work with key stakeholders in your business to understand your priorities and desired business outcomes.
  • Define expectations upfront, ensuring there is a good understanding of the overall deliverables.
  • Align the right people, skills, process and teams to customer projects.
  • Ensure you have a voice within Lexel.


Supporting the Service Delivery Manager are the IT Service Management, Business Intelligence and Operations teams.

Virtual CIO Services

Trusted advisors, when and how you need them.

Lexel’s team of Virtual CIO’s deliver expertise and value to your organisation, without the time and expense involved in hiring a full time Chief Information Officer.


CIO’s are a critical part of a business, enabling growth through the use of digital technology. Typically, a senior leadership position, the CIO has responsibility for the overall ICT strategy, incuding systems, policies and governance.



Our services:

For small and medium New Zealand businesses, ICT is becoming more complex and pervasive than ever, with so many components to consider, including:

  • Is your IT aligned to your business?
  • Should you move to the Cloud? Which Cloud?
  • Is your business secure? What about your data?
  • Are your customers happy? How do you know?
  • How do you find the best solution?
  • Is it too expensive? How do you know if it will work?
  • What are the benefits? What are the risks?


It’s easy to feel overwhelmed. What to do, why, when – and importantly, how to measure success. Lexel’s virtual CIOs can help you tackle your ICT challenges head on, whether a one off project or specific number of hours a month.


Our experienced team work across several companies on a part time basis in the function of Chief Information Officer. With a diverse range of backgrounds and industries, your organisation can benefit from having your own trusted advisor – when you need them, and how you need them.


Measured on agreed business outcomes or key performance indicators, Lexel’s Virtual CIO expertise includes:

  • Business transformation
  • Technology road mapping
  • ICT strategy / governance
  • ICT policy creation
  • Process, systems & solutions
  • Budgeting, forecasting & ROI
  • Cloud planning and strategy
  • Vendor rationalisation
  • Network planning & integration
  • Change management
  • Service delivery
  • Business intelligence
  • Security & networking
  • Architecture
  • Disaster recovery
  • RFP/RFI management
  • Project management
  • Digital alignment


The team at Lexel will help craft a solution that not only meets but exceeds your expectations. The size of an engagement depends on a number of factors, including what you want to achieve, over what timeframe and within what budget.

Business Benefits:

Peace of mind. Virtual CIO’s help you to make informed decisions for your business; maximising budget and aligning to your business needs.


Increase profits. Through adoption of technology to reduce costs and increase productivity comes the opportunity for increased profits.


Support business growth. Aligning your technology strategy to your business strategy supports your organisational growth now and into the future.


Access to knowledge. A highly experienced IT resource with technical expertise, technology and business transformation proficiency.


Objectivity. A virtual CIO is not subject to internal politics so can be more objective regarding assessments and recommendations.

Business Intelligence

Turning data into clear business insights

Lexel can assist your business to identify trends and improve decision making, turning complex data into clear business insights.



Our services:

BI assessment. Business intelligence specific to your organisation. Includes a review of your BI strategy and governance, with recommendations and road-mapping.


Reporting and analytics. Our team can help you design and build reports, gaining insights through effective visualisations.


Projects. Your business intelligence team can expand when and where required, for one-off or ongoing projects.


Managed services. Lexel can manage your organisation’s business intelligence needs. From day-to-day reporting to analytics, a few hours a month to a full time resource.


Governance. As your business intelligence requirements increase, Lexel can help with governance around security, taxonomies and data integrity.

Leverage existing investments:

The Lexel team can help your organisation leverage existing investments in Microsoft technologies. This can be a more cost effective method than investing in legacy business intelligence tools.


Microsoft Excel. Entry level business intelligence. Microsoft Excel delivers end-to-end self-service BI functionality through capabilities such as PowerQuery, PowerPivot, PowerView and PowerMap.


Microsoft Power BI. A suite of business analytics tools able to connect to hundreds of data sources. Produce visually impactful reports and easily create personalised dashboards with a unique, 360-degree view of your business.


Microsoft SQL Server. Enterprise ready business intelligence platform using the Microsoft SQL stack and Azure:

  • Azure Analysis Services
  • Master Data Services
  • SQL Server Reporting Services (SSRS)
  • SQL Server Analysis Services (SSAS)
  • SQL Server Integration Services (SSIS)

Business Benefits:

Business insights. Improve business decision making. Turn raw data from multiple sources into clear business insights.


Stay ahead of the competition. Perform competitive analysis, understanding operational patterns that affect your business.


Visualise. Generate and share data through interactive dashboards and reports.


Mobility. Enable users to access and analyse data on any device or through custom applications.


Customer insight. Identify changes in customer trends and sentiment, with real-time updates and analysis.


Business agility. Track and manage KPIs, getting alerts and notifications when key data changes.


Digital transformation. The smallest of insights can be transformational for a business. Adapt and thrive through data enablement in your organisation.