Service Summary

Digital IT Operations – bringing joy to IT Ops

Typical Benefits

With DevOps, Agile and Cloud, the number of incidents and service requests has increased exponentially, with many IT Operations departments struggling to cope with the volumes. Existing ITIL processes can only provide consistency but are incapable of handling these volumes.

My service will provide an Operating Model with solutions to automate a large proportion of these tickets.

Expected benefits: Mean Time to Recover reduction by 30-50%, proactive identification and resolution of incidents before customers or users, reduction of repetitive, low value, context switching work by IT Operations staff.

Our Requirements of You

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* Ensuring an executive sponsor from your organisation is allocated to the engagement, communicates the rationale behind it and signs off any ‘Terms of Reference’.
* Assisting in all possible ways to ensure that a contract, (and confidentiality agreement where necessary) is in place, in advance of any work commencing.
* Ensuring all support is in place and access is granted for all and any required data, processes, policies, meeting rooms and nominated resources to enable successful delivery of the engagement.
* Ensuring sponsor availability within the agreed timeline, to resolve any significant issues that may impact the timely completion of the engagement, if not resolved in a timely manner.

Our Commitments to You

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* Provide support throughout service delivery using our World Class Professionals and Subject Matter Experts.
* Provide high quality deliverables in a timely manner and in line with agreements upon engagement with the client. (Any changes to this will be mutually agreed in writing, in advance, between all involved parties).
* Provide deep insights and genuine value-add in all possible areas throughout the engagement.
* Provide progress updates and feedback at regular intervals, agreed in advance or at the engagement ‘kick off session’.
* Respect all personal and professional development of client team members throughout the engagement.