The Business & Process Side
Second Sight Management, LLC – Consulting:
Second Sight Management offers business analysis and process consulting to companies of all sizes. With more than 25 years experience in corporate IT and process and program management, owner Carlean Moser works with the client to give actionable plans with measurable results to the problems facing the business.
Areas of expertise include:
Business Analysis
ITIL Consulting
Modeling & Use Case
Call Center Operations & Management
Call Center Design
Software Design
Business Alignment
IT Performance Measurement & Metrics
Technical Writing
Software Documentation
Program Management
Knowledge Management
Process Architecture
Service Desk Organizational Design
Operational Assessment/TCO
Outsourcing Strategies
IT Marketing and Communications
Process Improvement Design
Service Level Definition & Agreements
Training & Skills Assessment
Customer Service & Quality Control
Second Sight Management are generally custom tailored to the clients’ specific needs but existing intellectual property and documentation are available in the areas of:
IT Communications and Marketing Plans
Internal, external and stake holder communications
Examples of methods and activities to promote change management
Communications teams' roles and responsibilities
Stakeholder Matrix
Critical Success Factors
ITIL-based Activity Process Architectures
Incident Management
Problem Management
Change Management
Configuration Management
Inventory and/or Asset Management
and others
Included:
Process Flows to Task Level
Roles and Responsibilities
Process & Data Intersections
Measurements and Metrics
Critical Success Factors
Software Development Recommendations
Best Practice Service Desk Designs
Call Flows
Service Level Agreements & Management
ACD Flows
Full Call Ownership Models
Quality Control
Customer Satisfaction
Bio:
Carlean Moser, Business Analyst
Ms. Moser is an ITIL certified process consultant with more than 25 years of experience and proficiency in technical support, customer service, systems management, and strategic planning of IT service delivery. She has a strong background in processes and procedures as well as experience in marketing, management, and all phases of support for sales, technicians, and end users. Ms. Moser currently functions as an instructor for Business Analysis with ESI, International and was with META Group / Gartner Consulting from June 2000 until she began Second Sight Management, LLC in July 2005, and her specialties are service desk, customer relationship management (CRM), and call center operations, including process, call flows, modeling and use case, measurement & reporting, service-level management, trend analysis, and productivity studies. She has developed and designed detailed formal process architectures, from activity level through tasks and procedures, for incident, problem, inventory, change, configuration, asset and network monitoring processes as well as internal and external IT marketing and communications plans. Ms. Moser is also experienced in strategic planning, process and quality analysis, balanced scorecard, proprietary and shrink-wrapped software evaluation, and marketing collateral and product development. She has led multiple engagements, including total-cost-of-ownership studies; service desk design, business alignment, and operational assessment.
Prior to consulting, she managed internal and outsource service desk and call centers for GE Capital ITS where she was also Director of Marketing, Vanstar, and Inacom and has worked with Fortune 1000 companies such as Abbott Labs, AAA, Railroad Retirement Board, VISA, Merck, Turner Broadcasting, State of North Carolina, McGraw Hill, Bank of America, ConAgra, General Casualty Insurance and others, assisting them in building their process architectures and service delivery procedures. Her documents and papers are widely used in the industry and she has often been a speaker and presenter for Operational Excellence.
Ms. Moser received a B.S. from the University of North Carolina, Chapel Hill
Ms. Moser is an ITIL certified process consultant with more than 25 years of experience and proficiency in technical support, customer service, systems management, and strategic planning of IT service delivery. She has a strong background in processes and procedures as well as experience in marketing, management, and all phases of support for sales, technicians, and end users. Ms. Moser currently functions as an instructor for Business Analysis with ESI, International and was with META Group / Gartner Consulting from June 2000 until she began Second Sight Management, LLC in July 2005, and her specialties are service desk, customer relationship management (CRM), and call center operations, including process, call flows, modeling and use case, measurement & reporting, service-level management, trend analysis, and productivity studies. She has developed and designed detailed formal process architectures, from activity level through tasks and procedures, for incident, problem, inventory, change, configuration, asset and network monitoring processes as well as internal and external IT marketing and communications plans. Ms. Moser is also experienced in strategic planning, process and quality analysis, balanced scorecard, proprietary and shrink-wrapped software evaluation, and marketing collateral and product development. She has led multiple engagements, including total-cost-of-ownership studies; service desk design, business alignment, and operational assessment.