ITIL Service Design
ITIL Service Design
The Service Design stage of the Service Management lifecycle is critical to ensure that any new or changed services is designed to ensure that it is:
- Fit for Customer purpose - utility
- Fit for use - warranty
- Creates value
- Has encompassed all of the required functional requirements, resources and capabilities
- Considers the tools and systems required to operate the service
- Meets architectural designs and specifications
- Required processes and procedures are highlighted and developed
- Can be supported in ongoing live operation
- Can be measured and monitored during live Service Operation
Service Level Management (SLM)
Whitmore Solutions have extensive experience in the formation and operation of Service Level Management teams and processes. We are able to offer services relating to all aspects of SLM including:
- Business Relationship Management strategies and requirements
- Templates for Service Level Review meetings, minutes etc.
- Templates for SLAs, OLAs, UCs
- Detailed information relating to Critical success Factors (CSF), Key Performance Indicators (KPIs), metrics and reporting requirements
- Customer Satisfaction Surveys and methods
Information Security Management
Service offerings range across the five main elements of the Information Management system Framework (ISMS):
- Control - developing the overall management framework to initiate and operate Information Security Management
- Planning - Development of the Information Security Policy, security measures and requirements
- Implementation - Ensuring that all requirements are implemented effectively and supported by Security procedures
- Evaluation - Ongoing review to check for adherence to policy
- Maintenance - Ongoing Continual Service Improvements to improve procedures, security measures and controls
Whitmore Solutions are highly conversant with the international Information Security standards ISO/IEC: 27001 and ISO/IEC: 17799
IT Service Continuity Management
Whitmore Solutions have worked with a number of Clients to assist in the development, planning and implementation of effective IT Service Continuity procedures and controls (supporting the Business Continuity rrequirements and strategies). Our services include:
- Initiation - Determining the required scope, assisting in policy setting and analyses of required resources
- Requirements & Strategy - the undertaking of Business Impact analysis (BIA) and Risk assessments
- Implementation - Execution. development of operational requirements, test plans and strategies etc. to deliver the required scope
- Ongoing - Training, education, periodic testing etc.
- Suppliers - determining the requirements from external suppliers e.g. for recovery space, hardware etc. Negotiation and development of requirements documentation and related contracts
Supplier Management
Our resources have many years experience in the management of outsourced and external Supplier services and operations. We are able to actively assist with:
- Supplier selection to meet business / service requirements
- Development of Underpinning Contracts (UCs) and associated operational schedules
- Development and monitoring of supplier targets to underpin Customer SLAs
- Ongoing supplier management including periodic reviews
- Contractual dispute resolution
- Suppliers satisfaction surveys and assessment
Availability and Capacity Management
Whitmore Solutions are able to provide experience relating to both Availability and Capacity Management processes and techniques. This focuses on resource, service and end to end business requirements.
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