MANAGED SERVICES

Phases of Managed Services

Phase 1: Preparation 

During the Preparation Phase, ABC Technology Group USA utilizes insights gained from the preparation phase to develop tailored strategies and solutions aimed at optimizing service delivery and enhancing overall efficiency.

1. Review and Refine As-Is Analysis:
– Based on the assessment of current processes, KPIs, and team performance, the team revisits the identified areas for improvement and refines them as necessary.

2. Define Key Performance Indicators (KPIs):
– Building upon the identified KPIs from the preparation phase, ABC Technology Group USA specifies clear metrics to measure the success of the designed services, including:
– Backlog Reduction
– Incident Reduction
– Aging Reduction
– Total Cost of Ownership (TCO) Reduction
– Improvement in Customer Satisfaction (Internal & External)

3. Establish Service Level Agreements (SLAs):
– With a focus on transparency and accountability, ABC Technology Group USA defines SLAs for each support level in terms of response time and resolution percentage. This ensures alignment with client expectations and fosters a culture of service excellence.

4. Refine Daily Ticket Management:
– ABC Technology Group USA analyzes daily ticket data, including incident and new feature requests, to identify trends and areas for improvement. This involves refining metrics such as average attendance time, aging, and cost across different support levels.

5. Optimize Support Team Composition:
– Based on the analysis of current support team capabilities and performance, adjustments are made to the composition of the support team. This includes determining the appropriate quantity for each support level (Level 1, Level 2, Level 3, and Core Team) to ensure efficient ticket handling and resolution.

6. Address Critical Processes and Show Stoppers:
– Critical processes and identified show stoppers from the preparation phase are thoroughly reviewed and addressed. Solutions are designed to streamline operations, mitigate risks, and eliminate bottlenecks to ensure smooth service delivery.

By meticulously designing services based on the insights gathered during the preparation phase, ABC Technology Group USA sets the stage for the successful implementation and operation of managed services that are tailored to meet the unique needs of its clients.

Phase 2: Design

Design process involves a comprehensive plan to optimize support operations and enhance customer satisfaction. Here’s a breakdown of the key components:

1. Review KPIs: Evaluate current Key Performance Indicators (KPIs) and establish new targets for incident reduction, aging reduction, total cost of ownership (TCO) reduction, and improved customer satisfaction. Define Service Level Agreements (SLAs) per support level in terms of time and percentage.

2. Daily Tickets Goals: Set quarterly and yearly goals for incident management, average attendance time, aging, and cost reduction. Allocate resources for addressing new features and backlog reduction.

3. Proposed Support Team: Determine the composition of the support team across different levels (Level 1, Level 2, Level 3, Core Team) and their respective responsibilities. Quantify the allocation of resources and establish average metrics for attendance time, aging, and cost.

4. Define Roles & Responsibilities: Clearly outline the roles and responsibilities within the support team, including training requirements and initial level 1 scripts.

5. Define Policies and Procedures: Establish incident management and new features management protocols, along with handover policies from project teams to support teams.

6. Define CAB Process and Procedures: Establish Change Advisory Board (CAB) processes and procedures to manage changes effectively.

7. Define Minimum Documentation Requirements: Specify the minimum documentation requirements, including ongoing level 1 scripts, root cause analysis, lessons learned, and communication processes.

8. Define Test Model: Develop a comprehensive test model covering positive, negative, regression, and stress testing for critical processes and regular processes.

9. Define Future KPIs: Define future KPIs to measure backlog reduction, incident reduction, aging reduction, TCO reduction, and customer satisfaction. Specify SLAs and success criteria.

10. Define Go/No-Go Decision Making: Establish criteria and conditions for making decisions on whether to proceed with a project or not.

11. Define Transport Process and Procedures: Outline procedures for transporting changes, including freezing procedures when necessary.

12. Define Hypercare Process and Procedures: Establish hypercare processes and procedures, including the time and team needed for support during critical phases.

Phase 2 aims to streamline support operations, improve efficiency, and enhance customer satisfaction through clear policies, robust procedures, and effective resource allocation.

Phase 3: Operation

Operation involves executing the plans outlined in the previous phases and ensuring smooth operations while adhering to governance standards. Here’s a breakdown of Phase 3:

1. Run Operation as per Governance Defined: Implement and manage operations according to the governance framework established in earlier phases. This includes adhering to defined policies, procedures, and KPIs.

2. Define Assessment Review Process and Procedures: Establish a structured process for assessing and reviewing operations. This involves regular evaluations to ensure that the support team is meeting performance targets and adhering to established protocols.

Phase 3 focuses on the execution and ongoing management of support operations, with an emphasis on continuous improvement and adherence to governance standards.

Our Customers and how we help them

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