Organization and Process
Companies make substantial investments in IT and service management
to maintain business services and infrastructure. Under pressure
to deploy new systems, companies often overlook formal processes
and organizational agreements. The result: inefficiencies that
increase costs, increase time to market for new services, and increase
time to restore failed services.
Scaleable and efficient IT and service management requires well-defined
and accepted processes coupled with effective organizational structures
and contracts.
Our Organization and Process services provide you with policies,
activities, roles, contracts, and control metrics to effectively
deploy and maintain services and infrastructure. We help you optimize
your delivery and support mechanisms, enabling you to decrease
costs, provision services faster, and increase user productivity.
Our Organization and Process expertise includes:
We offer comprehensive professional services for enterprise and
service-provider clients to plan, design, implement, and optimize
their IT infrastructure. We tailor our services to your needs using
proven assessment methodologies. We consistently deliver on time
and within budget by providing outstanding program management,
business process consulting, and technology expertise.
Our successful deployments include:
- End-to-end IP telephony for managed service providers
- Service-level management policies, contracts, and agreements
for a major publisher
- Disaster recovery and business continuity plans for global
financial services firms
We are trusted advisors to our clients because we understand their
business needs and help them meet the requirements for managing
technology in a fast-changing environment.
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Program Management
Increased complexity in organizations and services, and increased
development by outsource suppliers, has made delays and reductions
of services a frequent reality. Late launches and deficient products
impact revenue potential, profit margins, and employee morale.
Optimal development and deployment programs require end-to-end
supervision with a holistic approach to operations.
Our Program Management services optimize
your development and deployment capabilities for technology, applications,
and operational support.
Our Program Management services include:
- Senior-management program communication
- Coordination and management of multiple projects
- Project managers
- Project personnel
Our Program Management services will:
- Improve organizational communication and coordination
- Reduce service development and deployment timeframes
- Reduce risk and troubles associated with change
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Policies and Procedures
The rapid growth of information technology over the past decade,
coupled with reorganizations, acquisitions, outsourcing, globalization,
and regulatory mandates, has left many companies with IT environments
outside of regulatory compliance, operating inefficiently, or straining
to adapt to changes. Additionally, outsourcing has resulted in
reduced customer satisfaction due to a lack of clearly defined
processes and procedures between the outsource providers and IT
organizations.
Our Policies and Procedures services help you develop, model,
and implement organizational guidelines and processes. We will
employ our expertise in industry standard frameworks like:
- ITIL (Information Technology Infrastructure Library)
- eTOM (enhanced Telecommunications Operations Map)
- FCAPS (Fault, Configuration, Accounting, Performance, Security)
The resulting development and enhancement
of your IT and service management functions will:
- Increase customer and user satisfaction
- Reduce operating and support costs
- Increase service availability
- Increase success rate of services
rollout
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Organization
The accelerated deployment of business services and their supporting
infrastructure, coupled with acquisitions, globalization, and outsourcing,
has left many companies with support structures that are fragmented,
duplicated, or inappropriately staffed. The result: poor customer
communications, neglected work items, and service configurations
issues.
Effective support requires a clear framework of operation, a holistic
understanding of services and infrastructure, and a customer-focused
mindset.
Our Organization services will optimize your service desk, engineering,
operations, and field work groups. We will assess your business
requirements, your current organizational framework, and the future
development of your organizational framework.
We provide the expertise to implement and train to your specific
business needs, and to ensure you’re prepared to manage your
support system.
Organization services will:
- Reduce troubles associated with change
- Improve staff utilization
- Increase user productivity and customer loyalty
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Compliance
Due to the increase in IT-related crime, regulatory compliance
is a major issue for corporations. Civil and criminal penalties
can be severe for non-compliance. Compliance with scheduled audits
is an ongoing requirement.
Our Compliance services protect the financial value of your company,
ensure compliance with regulatory mandates, and increase system
maturity through measurement, analysis, and control. With
experience in the financial, life sciences, manufacturing, and
service provider industries, we help you stay ahead of regulatory
requirements.
We will:
- Assess and implement enhancements to ensure that your network
and IT services comply with regulatory requirements
- Develop the
metrics, analysis, and associated reports required to improve
your network and IT services, increase customer satisfaction,
and lower the costs of providing services while complying with
business objectives
- Assess the risk and vulnerability of the network
and IT services to disaster, and develop and implement disaster
plans to protect your vital IT systems
- Assist you with the testing
of network and IT components to ensure compliance with stakeholder
requirements and business objectives
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Agreements and Contracts
To remain profitable in today’s competitive environment,
enterprise IT organizations and service providers must provide
the best value for their products and services. In an effort to
reduce costs, organizations have outsourced functions to third-party
providers and vendors. The risk to you is that outsourcing agreements
are written to protect the third-party providers and vendors—sometimes
to your detriment. The agreements often have no provisions for:
- Guaranteed performance levels
- Financial penalties for non-performance
- Financial incentives for exceeding defined performance levels
Our Agreements and Contracts specialists assess your current agreements
and contracts against industry best practices and peer companies.
We’ll help you update or develop customized agreements and
contracts to protect your company against products and services
provided by third parties or vendors that don’t meet expectations.
You’ll see:
- Increased customer satisfaction
- Reduced operating and support costs
- Increased service availability
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