Design the appropriate programme of work
This is based on a clear understanding of the overall business environment and business requirements that the proposed solution must address through the Strategy phase.
Ensuring a design for a business service takes into account people, process and technology to achieve the strategic business outcome. Planwell recognises the importance of service design, as such we offer an extensive range of services to assist you in the design and development of your IT services as well as your service management processes. We have the ability to convert your Strategy into a working portfolio of services and service assets, by addressing your people, process and technology needs.
We offer the following services to assist you with getting your IT Design right through our Consulting Services.
Specific Solution Domains
The specific areas taken into account for the Design of the ITSM Solution are, each involving people, process and technology as part of the solution respectively;
Service Level Management
The Service Level Management process is designed to ensure customer satisfaction within IT service processes. Service level agreements are made between the IT staff and the customers, and the IT desk must monitor their performance as compared to the agreements. In addition, underpinning contracts with external vendors and operational level agreements with internal vendors ensures that these service level agreements are feasible.
The Availability Management process ensures that availability within a system is kept as close to 100% as possible. By both reacting to past service failures and planning to avoid future service failures, Availability Management can greatly increase end-user satisfaction with services.
The Capacity Management process is designed to ensure that business services are not made unavailable by over-capacity. By analyzing past failures and planning for growth of demand of services, Capacity Management can increase end-user satisfaction with services through predicting these critical inflection points in time to allow necessary changes in IT before the events materialise.
Supplier Management is a process that defines and monitors agreements between an IT department and external suppliers. This may be used to measure and negotiate with suppliers in meeting their responsibilities you your organisation under their contracts. Typically organisations simply rely on suppliers and have no hard facts to govern the success or lack thereof in regards to the suppliers the organisation uses.
Service Catalogue Management
The service catalogue provides a front-end for customers to request items and services. Service Catalogue Management ensures that this service catalogue provides accurate and useful information on the items and services.