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Moorhouse Consulting Ltd

Service Management and Design

We help organisations setup modern IT Service Management (ITSM) services and adapt for solutions migrated into the cloud. We support you in developing new infrastructure and software services, refining SLAs, and changing to latest frameworks (including ITIL4.) We provide advisory across service strategy, design, management, optimisation and ITSM toolset replacement.

Features

  • Service management designed in line with strategy and cloud architecture
  • IT Service Management strategy tailored to SaaS, PaaS, IaaS implementations
  • As-is Service Management capability assessment and maturity roadmap definition
  • Configuration and optimisation of ITSM platforms, such as ServiceNow
  • Identification of Service Management improvements that would increase business value
  • Understanding customer and end user service needs to design services
  • Translation of cloud design into service management requirements
  • Impact assessment on existing service policies, procedures, SLAs and roles
  • Replacement ITSM toolset requirements specification, selection and implementation

Benefits

  • Pragmatic interventions increasing cloud readiness across IT Service Management
  • Service Management operating model aligned to cloud solutions
  • Alignment between service catalogue, design, transition, operations and continuous improvement
  • Clear line of sight from business value to operational delivery
  • Optimised service management operations to maximise return on investment
  • Improved service delivery and customer satisfaction
  • Reduced IT services cost through improved utilisation of resources
  • Enhanced management of operational risk and business service disruption
  • Stable IT services environment to support cloud solution implementations
  • Stability when applying agile and DevOps principles

Pricing

£325 to £2,100 a unit a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at centralbids@moorhouseconsulting.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 8 7 0 9 8 1 6 3 7 8 4 4 1 8

Contact

Moorhouse Consulting Ltd Jon Russell
Telephone: +44 (0) 203 004 4482
Email: centralbids@moorhouseconsulting.com

Planning

Planning service
Yes
How the planning service works
Cloud based solutions must be supported by carefully designed IT services to help ensure they achieve agreed service levels at an acceptable cost base. We help clients make decisions across the IT Service Management strategy, service design, transition to new ITSM infrastructure and software, and other phases of their cloud migrations.

To achieve successful implementation, we help design a roadmap focussing on people, processes, products and partners involved in IT Service Management and service design. Our approach for supporting organisations planning to implement cloud services includes:

1. Service strategy assessment and design.
2. As-is Service Management assessment: what exists today and how it measures up against best practice.
3. Definition of change interventions to enhance the business value delivered by Service Management.
4. Understanding customer and user needs.
5. Translating service requirements into robust service design.
6. Planning the transition of new or changed services into the live operation.
7. Understanding impact to existing service policies, processes and roles.

We can provide a range of services across Technology Strategy, Architecture & Planning, Operating Model Design and Service Management Optimisation to ensure the cloud solutions and services deliver enduring business value and are supported by ITSM.
Planning service works with specific services
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We help prioritise initiatives from the digital and cloud strategy and deliver technology enabled change transformation programmes. We help source the best cloud solutions to meet the strategic aims, select cloud providers and support buyers throughout their transformations. This includes helping them navigate through design, build, testing, migration, cutover, transition and embedding new services.

We specialise in technology transformation programmes, with dedicated teams of cloud and data specialists, ensuring successful migrations to the cloud. Our team will critically analyse existing technology against core technology lenses - such as data, integration, applications and infrastructure. We can work within technical teams or provide support for critical roles. We have a proven record of working with client teams to build a plan, identify critical data sets, support the cutover and migration planning and support teams through change.

Underlying this is our Service Transition Framework, which has a comprehensive set of tasks, activities, and deliverables to ensure success. We deploy this framework to focus on cloud migration - allowing us to leverage business readiness plans, acceptance testing, user training, delivery of infrastructure, planning and execution of cutover, and management of post go-live support.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Other
Other security testing certifications
  • GIAC Cloud Penetration Tester
  • OSCP (Offensive Security Certified Professional)
  • OSED (Offensive Security Exploit Developer)
  • OSEP (Offensive Security Experienced Penetration Tester)
  • CREST CPSA
  • CREST CPTIA

Ongoing support

Ongoing support service
No

Service scope

Service constraints
No constraints

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Support levels
N/A

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
07/02/2024
What the ISO/IEC 27001 doesn’t cover
8.04 Access to Source Code;
8.11 Data Masking;
8.25 Secure development life cycle;
8.27 Secure system architecture and engineering principles;
8.28 Secure coding;
8.30 Outsourced Development
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As a B-Corp, social and environmental responsibility is at our core. This is evident in our ISO14001 certification and Environmental Management System (EMS), guiding sustainable practices across procurement, operations, and client services. Dedicated to achieving Net Zero by 2040, demonstrated in our published Carbon Reduction Plan, we are committed to reducing tCO2e intensity by FTE employee from 1.1tCO2e (21/22) to 0.5 tCO2e by 2027.

Our office has a zero waste to landfill strategy and is supplied by renewable electricity. In a few years, Dashwood House will become one of the first office buildings in London to have an air source heat pump providing renewable heating.

To encourage our staff to improve our environmental impact, we:
- Provide reusable water bottles to prevent plastic consumption.
- Eliminate single-use items in the staff kitchen.
- Use a stationery supplier who ensures goods are supplied in reusable containers.
- Source local catering suppliers providing food in reusable boxes, delivered on bike.
- Introduced a pre-tax EV programme.

To further reduce our carbon emissions, we hope to implement further measures throughout the contract such as:
- Supporting the transition to green tariffs at home for our employees.
- Investigating lower carbon options with our pension provider.
- PAS2060 compliance of our carbon reduction efforts.

For each contract, we assess and mitigate environmental impacts. We offer support in developing/enhancing clients' EMS as a value-added service. Additionally, we promote environmental protection and improvement through:
- Educational events in our ‘BREEAM certified Excellent’ office.
- Participation in/attendance of global and national events, e.g., Sustainability Week, COP28.
- Developing project environmental impact reports, shared with client, including reporting and lessons learned.
- Reviewing our Environmental Risk Assessment and EMS every three months, to monitor, measure and report progress, sharing environmental opportunities for implementation.

Covid-19 recovery

To support people struggling to access work, including those left unemployed by COVID-19, we put in place an Apprenticeships and Skills Development Policy that offers roles in our Business Support team. This is supported by our partnership with Resurgo, a charity helping young people facing barriers into sustainable employment, who have supported our recruitment for the business support team. We are exploring partners to collaborate with for new Digital & Data apprenticeships to provide employment opportunities for young people from disadvantaged or underrepresented communities. We commit to using these new joiners throughout this contract.

From 2020–2023 we partnered with the charity School of Hard Knocks (SoHK) offering pro-bono support. We ran mock interview panels, CV reviews and fundraising initiatives to encourage those facing barriers, including COVID-19, back into employment. In 2023, we launched a new charity partnership with Power2. Moorhouse employees will mentor young adults aged 18-25, recipients of a bursary, to develop their self-confidence, make the most of their studies and build professional network to assist them in pursuing their chosen career. We make sure to incorporate group in person sessions to help rebuild the social relationship aspect that was lost during covid.

We will support our workforce throughout this contract by providing:
- Weekly all-organisation keep-in-touch (KIT) calls.
- A 24/7 Employee Assistance Programme (EAP) and help line to support our staff without using NHS services.
- A comprehensive health insurance package, reducing our employees’ demand on the NHS.
- Training 18 mental health first aiders across our business, making them available to our clients too.

To improve our workplace conditions throughout this contract, we will provide:
- Organisation funded workstation equipment to make sure we could work safely remotely.
- A cycle to work scheme to encourage alternative sustainable transport options into the office where appropriate.

Tackling economic inequality

As a B-Corp, we are dedicated to providing safe, fair, and equal opportunities, while supporting our people and communities. We commit to agreeing a framework, metrics and plan within four weeks following contract award, against which we will agree commitments at contract and/or call-off levels where appropriate.

We can:
- Share our list of SMEs and VSCEs, proactively identifying opportunities for engagement.
- Partner with SMEs and VSCEs where appropriate.
- Work with you to understand your local supplier community for potential business opportunities.
- Offer spaces on our award-nominated Academy courses to those who have identified skills and knowledge gaps.
- Support individuals in your business with training for recognised qualifications (MSP, Scrum Master, PRINCE2, Lean Six Sigma).
- Implement a continuous training and capability development plan throughout contracts.
- Explore working with our charity partner, Power2, for mentoring opportunities and career advice to communities in which you operate who face barriers to education and/or employment.
- Support you to take advantage of innovative technologies and methodologies to automate tasks and make operations more efficient.

Moorhouse is exploring partners to collaborate with for Digital & Data apprenticeships to provide employment opportunities for young people from disadvantaged or underrepresented communities. We commit to using these new joiners throughout this contract.

We have reviewed diversity across 80% of our supply chain, with our Responsible Business Squad leading the review of the remainder over the next year. We will also develop a supply chain survey to review diversity, inclusion, sustainability and environmental impact, and SME status.

In 2024, we are looking to:
- Introduce subsidised pricing for NfPs to help drive social impact and build a more inclusive culture.
- Increase our pro bono support.
- Provide allocated time for our people to take part in volunteering activities that benefit our communities.

Equal opportunity

Equality of opportunity for all our staff is underpinned by our Equity, Diversity, and Inclusion (ED&I) strategy. Overseen by our ED&I steering group, they measure the outcomes and impacts of activities. Some specific initiatives to help build an inclusive workplace culture include:
- Equal pay employer: We pay the same to all individuals at each grade and are transparent about salaries. There are no differences due to gender, disabilities, etc. We monitor this annually, conducting salary benchmarking to ensure fairness.
- Recruitment: We review templates and processes regularly, alongside unconscious bias training. We are exploring partners to collaborate with for Digital & Data apprenticeships to provide employment opportunities for young people from disadvantaged or underrepresented communities. We commit to using these new joiners throughout this contract.
- Accessibility: Our recruitment approach considers barriers faced by people with disabilities by ensuring our website is accessible to candidates (e.g., layout and visual clarity. We provide inclusive facilities with a dedicated disabled bathroom and an induction loop.
- Training: Moorhouse invests eight times industry average on training and development. We will agree individual development plans, capturing accessibility requirements, which could include formal qualifications.
- Staff surveys: We use the ‘Great Place To Work’ survey to identify inclusion needs and develop action plans to address them.
- ED&I events: We run regular events to increase employee’s awareness and understanding of ED&I.
- Support for women in leadership: we provide coaching to encourage women to progress to senior leadership positions and have engaged RADA to run several “executive presence for women” training sessions.
- The Moorhouse Academy: an award-nominated training programme offered to our clients for free.
- Ethical: We have Anti Modern Slavery training in place to teach our people what to look for and how to report any suspicions

Wellbeing

We have a comprehensive Employee Value Proposition looking after our employees from a health and wellbeing perspective, and a renumeration perspective, and is a key part of our B-Corp certification. We have clear policies, as well as a Health & Wellbeing team, to support our workforce.  They continually review and improve our approach, keeping conversations live, supporting the sharing of best practice and new ideas across the business and with clients. We use surveys to identify what works well and generate plans to address what needs to change.

We provide access for staff to:
- Certified Mental Health First Aiders (for confidential support. Also available to our clients). We have 20+ certified individuals, providing support on a 1:15 ratio.
- An Employee Assistance Programme (EAP) with 24/7 access to qualified therapists.
- Comprehensive private health and life insurance, including health and wellbeing incentives such as 50% off a gym membership.

We hold clear conversations with our clients about prioritising health and wellbeing of both Moorhouse and client teams, empowering the right to switch off. The delivery of this message is proliferated at all levels of the business and there are several routes to support staff on intensive projects. We also work closely with our charity partner, Power2, across a range of initiatives aimed at developing and supporting the young people in their programme. All their programmes work to provide young people with the knowledge, tools and confidence to identify, manage and improve their social, emotional and mental wellbeing.

Pricing

Price
£325 to £2,100 a unit a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at centralbids@moorhouseconsulting.com. Tell them what format you need. It will help if you say what assistive technology you use.