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