At Foster-Melliar, our people are the cornerstone of the business. Besides more than 100 skilled and competent Microsoft consultants, Foster-Melliar management stems from a technical background, giving a hands-on management approach. Foster-Melliar brings to any project a team of dedicated, experienced IT professionals who have been involved in projects both from a vendor as well as a customer perspective. Foster-Melliar’ s vision of successful delivery is achieved through a fundamental understanding of business drivers, ensuring that business and IT needs are strategically aligned. This approach allows Foster-Melliar to deliver IT services to specification, on time and within budget.

Foster-Melliar consulting believes that moving towards best practice is a long term journey, and for us that means that each of our customers is on a different phase of their own journey. This means that we start off by understanding what is your “next practice” and from there apply our extensive knowledge of best practice to give you a jump start on the next leg of your journey.

Our approach to next practice, called the Foster-Melliar Way of Work, or FM WoW for short, is a simple iterative cycle of improvement that is based on Deming’s cycle of improvement.

This means that even though each consulting initiative is different, we follow the same structured approach.


Understand value proposition
  • Together with management we’ll plan a program unique to your needs


Senior resource is assigned to your unique program to ensure smooth delivery
  • Keeping track of activities
  • Reporting on value creation
  • Ensuring resources are engaged


Report back on value proposition
  • Analysis of gains achieved and what still needs to be done
  • Regular feedback sessions with management


Improve activities
  • Incorporate new way of working into culture
  • Provide way forward


Foster-Melliar believes that in addition to this structured approach to improvement all our solutions are based on ITIL’s 9 guiding principles for successful adoption of a new mind-set, documented in the new ITIL practitioner guidance.

We believe that this will provide you the assurance that all new initiatives are not just a “paper dump” but a true improvement to your next step.

The 9 Guiding Principles are:
  1. Keep it simple - In a process use the minimum steps to achieve value. Keep documentation simple and easy to understand. Eliminate that which does not directly contribute to valuable outcomes.
  2. Collaborate Involve -  The right people in the right ways to ensure better buy-in and relevance. By ensuring a collaborative approach there is a better likelihood of long term success.
  3. Be transparent - Ensure more people are aware of what is happening and why. Ensure continuous stakeholder communication to facilitate commitment and understanding.
  4. Observe Directly - We don’t take one person’s word for reality. To know what is really going on, we measure and observe directly. This ensures we correctly encapsulates your “next practice” rather than best practice theory.
  5. Progress iteratively - As explained above or Way of Work is organised into small, manageable sections that evolve iteratively. Ensuring easier to maintain and accept improvements and instilling a culture of continuous improvement.
  6. Focus on Value - We strongly believe that everything IT does should directly or indirectly map to value for the customer and/or business, and hence each initiative is started off and planned with this foremost in mind.
  7. Design for experience - Everything that we design, whether it be paper work, process or product, is designed to be actively used going forward. We do not believe in “impressing the auditor” with fancy documentation that is impractical in real life.
  8. Start where you are - No company is operating within a void and some best practice habits have already been formed. Our initiatives ensure that we leverage the experience and habits already entrenched in organisations. Our own experience and way of work ensures that new ways of working is an extension of old habits rather than attempt to introduce new stuff that feels foreign.
  9. Work holistically - No service, component, process or team stands alone. Our approach to improvement is to always look at the service provider as a holistic unit that is required to provide value to the organisation. And of course always focusing on the 3 aspects of people, process and technology.

Consulting Offerings

Although each company is different and we can assist with most best-practice and IT solutions, we would like to recommend some of the following initiatives.

Foster-Melliar Consulting offerings:
  • Process capability assessment using TIPA
  • Service Desk health-check and improvement plan
  • Provide way forward
  • Process revival chalk-talks
  • Service Desk resource planning
  • Service Desk process coaching
  • Knowledge centred support culture initiation
  • Creation of simple, easy to use SOPs and FAQs
  • Technical KT Problem Analysis coaching
  • Job description / roles & responsibilities analysis and/or design
  • KPI and Service Management metrics analysis and/or design
  • IT Value assessment (An assessment done with the business units on the value of IT to their business processes. Can be used to understand Business Impact, build a Service Catalogue and assist with Service Level target definitions.)
  • Business Value Report framework (Designing a reporting framework for IT, which looks at different levels of reports throughout the IT division and ensures CIO reports are adding value.)
  • IT vision to measurement trail analysis and design
  • Service Catalogue / Service Portfolio design