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Written by Administrator
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Tuesday, 16 December 2008 15:57 |
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Business and IT have over twenty years of Service Operation experience, ensuring the day to day business transactions, handover of projects to live operations, and services handed over to support run smoothly and efficiently. With good service design and transition the implementation of Service Operations should be a smooth process allowing services to continue to run at their optimum.
Service Operation is the customer face of all your services so it is imperative that it is run professionally and successfully. As well as customer service, it also guarantees that the infrastructure is stable for the business by dealing with any requests and issues quickly and effectively. Business and IT also help your operations be proactive by producing meaningful metrics to monitor service performance and trigger improvements, as well as producing customer data and KPI reports ensuring your customers are engaged and satisfied.
It is critical that the correct processes are running effectively and efficiently these include.
- Service Assessment and Review
- Service Desk Implementation and Management
- Incident Management
- Problem Management
Service Assessment and Review
With existing systems eating up around 75% of a typical company’s IT budget, it can be challenging to find and fund innovative solutions to drive business growth.
Business and IT will work with you to assess:
- Existing applications and their lifecycle
- Gap analysis on where the service should be performing
- Outsourcing or supplementary resource-based contracts
- Other cost-effective solutions to create the flexibility you need within available budget.
Service Desk Implementation and Management
How you interface with your customers, whether they're internal or external, can become the difference between a successful or failed service rollout. Even with world-class technical support in place unless the support load and communication to your customers are managed then business perception and satisfaction will often be poor.
A well performing Service Desk should:
- Give Business/Customer confidence in IT
- Lower the total cost of ownership of IT
- Manage the support lifecycle including escalation
- Manage the support workload
- Identify service improvements
- Participate in business processes to help alignment of IT to the business
Business and IT has extensive experience in Service Desk implementations and consolidations helping your business get the benefits from an efficient Service Desk. Whether you require management of existing resources, a new implementation or want to ensure your business needs are understood and being represented in an outsourced solution.
Incident Management
Incident management is critical to your business success by reducing the impact of incidents on the business, proactively identifying incidents before the customer reports a problem, and providing key management information for business decisions.
By using ITIL best practice Business and IT can work with you to get the best out of your processes by reviewing your current process and performing a gap analysis based on your business requirements.
Problem Management
A high reoccurrence of service disruptions, customers reporting the same errors time and again, and unmotivated support staff with high costs are all challenges that a successful problem management process can help you overcome. Business and IT can help your support teams make use of best practice processes to empower them to provide world-class service to your customers.
Normally 70% of incidents are caused by only 20% problems. Problem Management can therefore be a powerful tool to:
- Reduce the number of incidents
- Increase the availability if services
- resolving failures before they occur
- Increase first time fix (FTI) rate within the Service Desk
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Written by Administrator
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Tuesday, 16 December 2008 15:55 |
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IT can have a significant role to play in supporting the needs of most growing businesses for rapid transition to new products and services, as well as for flexibility. Where existing systems cannot react to changing business needs, Business and IT can support and advise on implementating IT solutions which will help your business become more flexible and fast moving.
Drawing on Business and IT’s experience of delivering transition solutions in a variety of market places, we can deliver management and coordination of the processes, systems and functions required for the building, testing and deployment of services. Ensuring that the services are business aligned and delivered in on time and to budget in a control manner with full business buy in.
These processes consist of:
- Change Management
- Release Management
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Configuration Management
Change Management
Change Management allows an organisation to gain control over the infrastructure and services. Effective change management leads to:
- Increased transparency and communication
- Stakeholder engagement
- Fewer service disruptions from unplanned changes
- Greater financial control of costs before they are incurred
- Higher quality services
Whether you need to introduce a change management process or your existing process is underperforming, Business and IT can help you get control of your process, and work with your teams to ensure they understand and buy-in to the process.
Release Management
Often delivered hand in hand with Change management, Release concentrates on building, testing and delivering changes to an asset, hardware or software. Controlling the process from start to finish release management is involved in Planning, Designing, Testing and Communication of releases. This includes patch management, or new software and hardware roll out.
Configuration Management
Knowing what assets an organisation has can be the first step to being able to provide successful incident and problem management, the concept of configuration management database (CMBD) goes beyond just a asset database and contains links between assets allowing impacts to be quickly assessed provides valuable information.
Depending on the scope of your requirements Business and IT can advise and implement CMDB solutions, using existing discovery tools in place or recommending tools based on your requirements. Providing a innovated view on CMDB’s allowing them to be as flexible as your organisation requires – being held in multiple places, or only covering your most business critical systems. We will work with you to determine the scope required.
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Technical & Service Design |
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Written by Administrator
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Tuesday, 16 December 2008 15:54 |
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Good design is vital for your business, it is the tool that allows you to accomplish your strategy as well as ensuring the services and technology you roll out fully support your business giving you a competitive edge. This is achieved by better aligning technology to your business objectives, using smart technology and integration solutions
Whether you have a new customer demand, a change in requirements, or an issue in the current infrastructure, proper design is essential. Always ensuring the business is the driving factor rather than technology, Business and IT can ensure services are delivered at the right financial, functional and quality requirements through structured design.
Service Analysis & Design
Looking at the technology in terms of services the business consumes, Service Analysis & Design allows you to fully understand the business requirements and expectations before you implement a solution. While this ensures that implementations are not delivered for technical reasons alone, technology still plays a vital role in delivery as well as people and processes. All these areas are considered in the design, creating a solution that empowers the business strategy and is fully aligned.
Business and IT has extensive experiencing helping organisations develop new or changed services. By fully engaging with all stakeholders within the design stage, and understanding your individual business requirements, we deliver solutions that work for your business.
High Level Technical Architecture & Design
At the start of any major IT project is a high level technical design, this is usually the next step on from the strategy and ensures that the project is technically feasible and that the right components are going to be used. Supplier contact is also initiated at this stage to ensure any third party service requirements are taken into account and tie in to the final high level design.
Business and IT has produced many technical designs from small local area network through to global wide area and local area designs for thousands of users. Our experience includes Computer Room and Data Centre Design, WAN, LAN, WiFi, Remote Access, Virtualisation, Active Directory, Exchange, SQL, and VoIP just to name but a few
As with most high level technical designs, you need a partner that can grasp new technologies quickly to be able to understand their impact upon your strategy or business. Business and IT has a reputation for picking up and implementing new technologies whether we've experience of them or not. IT is an ever evolving beast that is still in its infancy, there are lots of 'experts' out there who know particular technologies, we can ensure they all tie together for you and ensure you're not taken down a path you don't need to tread!
Upon completion of the high level design, work can start on the detail. Business and IT can cover several of these directly or coordinate this with your internal team or third party suppliers.
Service Level Management
Service Level Management is essential for setting business expectations about the services IT provide by agreeing, monitoring and reporting on the delivery of IT services. Business and IT can assist by designing Service Level agreements supported by contracts with suppliers, internal agreements, creating a service catalogue and setting up a framework for service reviews without losing focus on the soft skills required for relationship management.
In the current climate of outsourcing IT services, it is also critical that suppliers Service Level Agreements (SLAs) support your business strategy and are measured making supplier accountable. Business and IT can ensure you get the most out of your suppliers without increasing costs.
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Business & IT Transformation |
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Written by Administrator
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Tuesday, 16 December 2008 15:52 |
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Our transformation services are designed to assist businesses who are going through a period of change, whether the reason is:
- Businesses Expansion or Restructuring
- IT Team Expansion or Restructuring
- Mergers and Acquisitions
- Sourcing
- Out-sourcing
- Right-sourcing
- Off-shoring
- In-sourcing
The key to being successful in these areas is to be involved early on in your planning process, this allows us to understand your requirements better and even suggest alternative courses of action should they be appropriate. If you have been acquired by a third party it can be a very different project with time usually being of the essence, this requires quick decisive thinking and an ability to look past the way you currently do things.
Business and IT has either led or been involved in many projects over the years that have required a project plan to be implemented designed, approved and implemented quickly. These types of project usually require decisive action performed in a professional way to very explicit dates. Business and IT can help you achieve that goal.
Business/Service Expansion or Restructuring
Whether you're expanding your business or restructuring for a new service rollout or even to reduce costs, we have the experience to assist you in making the right choice. It is strongly recommended that you engage our services as early as possible for these types of projects. Non-Disclosure Agreements (NDA's) and confidentiality are vital in these circumstances and we always ensure our clients business needs come first even if it means we have to suggest things you may not want to hear.
IT Team Expansion or Restructuring
When dealing with personnel issues it is important to ensure you remain sensitive and empathetic with the staff involved no matter what the requirement is. Whether your expanding or have an underperforming team there will be concerns at the staff level that if not dealt with in a professional manner can have a negative effect on any change or project.
When dealing with underperforming teams it is vital to quickly and efficiently understand the underlying root cause of the problem, this requires an ability to canvas the views of customers, management, HR/personnel and the staff themselves. In some cases it's also important to understand the systems that the staff are supporting, maybe its not a staffing issue at all!
The services you provide are only as good as the staff that support them, whilst reorganising can be a difficult decision for many businesses to take, in the end it's usually to the benefit of all those involved. Your businesses may be expanding at a rapid rate and the current staff may simply not be experienced enough or have the right skills, either way they will know it and be feeling the pressure as well.
Business and IT have over 15 years of experience in running and managing large IT teams, international teams and teams made up of temp staff such as some Service Desks.
Merger and Acquisitions
These projects are usually an exciting and stressful time for all parties involved, who's system's should we use?, what staff should we keep?, where should they be?, the list of questions can be endless. At the end of the day this usually comes down to having a good strategy in place and the due diligence being performed with IT's involvement, something that unfortunately still doesn't happen as regularly as it should.
If you are either of the business owners and require an independent view then a Business and IT can provide that as well.
Mergers and Acquisitions are confidential transactions and Business and IT can afford you a fully confidential service.
Sourcing Strategy
Sourcing strategies can be critical to business success; strategic decisions about non-core activities can free management and operational resource to focus on the core activities that create value and competitive advantage. Business and IT can help you identify which areas of your IT can be outsourced effectively, and develop the most appropriate strategy for your business by assessing the impact of sourcing options including:
- Outsourcing
- Rightsourcing
- Offshoring
- In-sourcing
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