Service Delivery Management
Manage your business processes efficiently with your ITK solution using our Service Delivery Management
TASK
Competent and effective partner management is one of many requirements for an outsourced service operation. An important task is steering the partnership efficiently and guaranteeing effective service level management.
It is essential to be aware of the scope of services and performance parameters of the outsourced operation at all times. Focusing on the objective of continuous quality and process improvement, it is crucial to benchmark the acquired services as well as to monitor compliance with the Service Level Agreements, a task which is enabled by using the reports.
In order to fulfill these requirements, a central contact person is crucial. In the function of the Service Delivery Manager, GfK System GmbH provides you with a competent contact person as a single point of contact.
YOUR BENEFIT
Process Efficiency
The Service Delivery Manager (SDM) guarantees that the connection between the organisational and the technical interfaces are given according to the specifications to allow for smooth operation. As a result, the processes described in the process manual and the Service Level Agreements that are established in the operations manual are continuously monitored and optimized.
Optimisation and Innovation
Within the framework of the Performance Management, the SDM measures the relevant service parameters with the objective of enhancing their quality over time. On account of his or her knowledge of the operational processes and the implemented solution, the SDM is in a position to make suggestions for innovative options regarding processes and technologies for your specific situation.
Transparency and Control
The Service Delivery Manager is your first point of contact; the SDM supervises problematic cases and initiates the chain of command, when required, in addition to tending to urgent change requests. Another advantage to continuous reporting is that you are informed about the number and type of the
various business transactions, supplying you with complete transparency.
GfK System GmbH…
… can, through its long-term practical experience, draw on a pool of Service Delivery Managers trained in ITIL, who can provide you with crucial operative support.
OUR DELIVERABLES
For smooth operation of your business processes GfK System GmbH takes responsibility within the framework of the technological and business capabilities for the undisturbed production operation of your ITK services that is free of errors. Supervision of the care provider involved is provided within the framework of the Provider Management, according to the targets established in the jointly developed Governance Model. All information related to the provider and the business transactions are recorded in our Trouble Ticket System and are evaluated when required.
Baic Services
- Service Level-Management & Reporting
- Regular company review and workshops
- Documentation of the operating and process manuals
- Capacity Management
- Continuity Management
- Availability Management
- Escalation Management
- Quality Management & Optimisation