SERVICE MANAGEMENT

Overview

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:

  • Organization with clear roles & responsibilities
  • Service Management processes
  • Tooling Architecture, inclusive of ITSM, monitoring and collaboration tools that increase automation and the ability to drive decision-making
  • Governance model

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.

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Service Management Transformation

Alkira supported PAREXEL Informatics to transform its Technology Service Management capabilities through people, process and technology improvements