Sapience Consulting: A Collaborative, Realistic and Holistic Approach to ITSM

Forward-thinking IT organizations must be quick to realize that adoption and the seamless integration of Agile, DevOps, and service management practices is the winning differentiator to bring new functionality and features at the speed demanded by business. As DevOps and Agile approaches become mainstream, the diversity of technological components continues to introduce an unprecedented level of complexity in the management of IT services.

As a result, the challenges for organizations boil down to ensuring that IT is managed at the same speed as business and eliminating the accumulation of cultural debt in organizations that hampers digital transformation in the face of increasing governance, compliance, and information security requirements. The lack of readiness of many IT organizations is apparent. The current COVID-19 pandemic is the most vivid example of the lack of focus on governance. Against this backdrop, delivering service management excellence is a tall order for these organizations.

“Service management (SM) excellence is a never-ending voyage through turbulent and unchartered waters,” begins Mohammed Feisal Ismail, Co-Founder and principal consultant at Sapience Consulting, as he touches upon the technological advancements and emerging practices that can elevate service management capabilities. Navigating through these choppy waters, Sapience Consulting ensures a smooth sail for organizations which aims for self-sufficiency–equipped with the ability to resolve current pain points and anticipate future challenges as the organization evolves.

A boutique consultancy and training firm with a presence throughout Asia, Sapience Consulting was born with a mission to eliminate sub-optimal solutions motivated by the selling of pre-determined technology and tools in the SM consulting industry. Sapience’s founders, Feisal Ismail and Lionel Seaw—ITSM industry veterans—were quick to note that organizations often end up deploying cookie-cutter solutions that do not take their constraints and realities into consideration.

This is made worse when consulting advice is not coupled with educational services to empower and enable practitioners. “The tragedy is when an organization knows what has to be done but does not have the requisite competency. We believe in quality education through accredited training. We have a training portfolio of over 90 accredited certifications, which has proven to be a boost for many organizations,” continues Feisal.

“Being at the forefront of IT Service Management, Governance, and Security Management movement in the Asia-Pacific, we help organizations extract the most value out of their existing IT investments. IT organizations must be allowed to modernize and elevate their technological and service management capabilities within reasonable costs,” adds Lionel.

“We adopt a collaborative, realistic, and holistic approach. We are a constant touchpoint throughout the and objectives to checking on the client’s progress and ensuring that the implemented framework is sustainable. Existing structures, processes, tools, capabilities, and competencies are re-modeled to support business-defined value. We are unique because this is further enhanced through our training programs, which further ensure that the organization has a technically and culturally re-skilled workforce,” Lionel elaborates.

Sapience provides independent, bespoke advice and solutions without allying itself to a specific tool provider or wedded to any particular framework. Every client is unique, and one solution does not fit all. Sapience’s team of expert consultants with extensive experience in the IT industry listens to the clients and taps on its extensive knowledge to propose the best fit.

Its bespoke approach was tapped when Sapience was engaged by a leading telecommunications provider in Brunei, which had trouble supporting all of the IT services within its service catalog for both business and end-users. Sapience was tasked to help develop a comprehensive suite of ITSM practices and processes from the ground up. Sapience also helped the client with the changing of culture and mindsets and the evolution and adoption of suitable tools and enablers. Upon Sapience’s formalization and implementation of the Service Management System, the client became the first organization within Brunei to be certified with ISO 20000 standard—a major milestone for the Bruneian entity.

As a company that takes pride in winning business through open competition and superior quality services, Sapience is committed to enhancing the capabilities of organizations in Singapore, Hong Kong, Brunei, Indonesia, Malaysia, and Thailand. With the belief that the Asia Pacific is an exciting market to be in as more organizations embark on their digital transformation journeys, Sapience plans to heighten its focus in this region.