Designing and implementing IT Service Management strategies
The technology support team is the front line in customer service and has a direct impact on customer satisfaction. Achieving a seamless operation requires a strong foundation in team capability and collaboration, robust operating processes and automation.
Our approach is to define a Service Management Target Operating Model which combines the following elements:
After the Target Operating Model has been defined it is operationalised by the implementation of the processes throughout the support organisation using the defined toolsets.
Service Management Transformation
Alkira supported PAREXEL Informatics to transform its Technology Service Management capabilities through people, process and technology improvements