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As part of our Fully Managed Service offer our Managed Service Solution utilises ITIL methodology and best practice for existing services and additions or changes as they are rolled out through assurance and into live,
for example, upgrades, fixes and service enhancements as per the following stages;

Managed IT & Shared Services

  • LinkedIn

Phase 1: Design and Plan - Pre Go-Live Support Set Up and agreement

  • Work with Project Acceptance and Testing Teams as the service transitions

  • Understand contractual elements

  • Understand Technical and functional Specifications

  • Generate;

    • Support pack

    • Operational Working Agreements

    • Service Catalogue

    • Risk Register

    • Incident and problem management tracker and capture tools

Phase 2: Plan – Deliver – Introduction into Service

  • Work with Project Acceptance and Testing Teams during Service go live phase 

  • Part of the project team during Go-Live and Acceptance into Service 

  • Stakeholder Management and liaison 

  • Known defect management and resolution 

  • Manage supplier through Early Life Support/Warranty period – through to closure

Phase 3: Operate - BAU Support 
BAU Governance and Process Management 

  • Service reporting

    • Dashboard 

    • SLA and KPI based results 

    • Spend vs forecast

    • Contractual position and market intelligence

    • High lights and Low Lights

  • Service review 

    • Manage and facilitate as required

  • Meeting structure and attendance 

    • Identify stakeholders

    • Agree terms of reference and inputs/outputs

  • Relationship and stakeholder mapping and management

    • Manage escalation points and interactions

    • Enhance and amend support documents as appropriate 

  • Multi supplier complex incident management

  • Continuous improvement programme including 

    • Identification of Continuous improvement initiatives 

    • Inception to implementation or rejection

    • Assist with funding requests including business case guidance and generation

    • Funding scheme agreement and management i.e. may be through service credit/debit regime

The Above stages have been successfully utilised on many service installations and transitions including technical refresh, business process re-design and major infrastructure upgrades. In each case by ensuring that the service management team are involved during project and go live phases the management of incidents and problems has always been provided in a way that minimizes business impact. The building of relationships with both internal stakeholders and all service supply chain organisations is commenced ahead of go live with all involved parties engaged in the setup of the Service Support Pack and Operational Working Agreements ensuring that contact touchpoints and escalation paths are mapped and agreed. During the Business As Usual phase relationships are maintained through the agreed governance structure and by utilising a pyramidal approach for day to day incident and problem management through to weekly/monthly Operational Review and finally quarterly Executive Review (or as required – could be monthly during early life). Reporting and management information generated on KPI and SLA reported data ensuring the ability to drill down to specific details when required.

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