Smart Consultancy brings together technical, commercial and business disciplines.  The Company’s services span the boundary between the business, operational and technical domains.  Below are some of the consultancy service headings we offer.


Smart IT’s business analysts are equipped to assist you in making the fundamental, medium term technology choices that will best serve your business. Our approach includes the following steps:

  • Establish overall business drivers, polices and prioritised requirements
  • Establish the current state of play, i.e. what services your systems deliver.
  • Create Vision Statement.
  • Perform Gap Analysis.
  • Factor in constraints: budgetary, technological, appetite for risk, etc.
  • Review available technology options
  • Apply balanced scoring to make concrete recommendations to achieve vision
  • Create Implementation Roadmap
  • Transform the roadmap into detailed SoRs/ITTs.

Requirements Definition

Establishing requirements is an essential first step in service definition. It sounds easy but requires experience to ensure that the requirements are balanced and comprehensive. They may be current and future, and gleaned from executives, managers and users. Our investigation usually includes evaluation of current usage, features and future requirements via one-to-one meetings with major stakeholders and workshops with users. User input is essential for understanding detailed requirements. Requirements should be prioritised – what volume is required, what is the impact of not satisfying the requirement, are there alternatives?

We defined four phases in our requirements analysis process:

  • Capture, collate and normalise potential requirements from stakeholders in a project
  • Specify the requirements in sufficient detail for implementation or procurement
  • Validate the requirements to ensure completeness, work-ability of the solution they describe, and to assess any shortcomings.
  • Communicate the formal requirements back to stakeholders so ensuring that they have a shared and agreed understanding of the requirements and their implementation.

Process definition and/or improvement

Business processes underpin all services – they are the steps and procedures used by the business to provide product and services to its customers. Successful service delivery is only possible if the processes are efficient, well understood and consistently applied by all users. We are well practiced at developing new processes or re-engineering existing processes to support the current strategy and requirements of the business. Our objective is, as always, to improve your key performance measures, such as cost, quality, service, and speed. Often existing processes have grown organically and benefit from thorough review.

We take a holistic approach to the analysis, looking over all departments and external organisations whose sub-processes contribute to delivering the service in question. We strive to secure management support for any changes and to be realistic in assessing potential benefits and, whilst based on best practice, all of our process maps are tailored to specific business needs.

SLA Development

When delivering a service you need to establish a formal relationship with your consumers. To protect both parties and to support the service delivery a number of aspects should be clearly defined so that both parties understand the boundaries of the relationship.  This is the service level agreement.

The SLA is non-trivial.  It should define the end-to-end service: quality of service metrics; operating conditions; availability; transaction volumes; response times and responsibilities and it must establish monitoring, reporting, escalation procedures and possibly compensation mechanisms where targets are not met.

Our business analysts have developed SLAs for network services, departmental IT, hosted applications and messaging.