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SERVICE DEFINITIONS AND METRICS DEVELOPMENT
KNOWING THE RIGHT VALUE FOR BUSINESS
Our participation in hundreds of IT service delivery projects that range from banking and finance, pharmaceutical industry, manufacturing to government and institutional customers has brought us to a level of clear understanding of what should be outlined and formalized right from the start in order to get to the proactive and business-relevant scenario of defining and measuring performance and usage of technology services.
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FOCUS ON RELEVANT KPIs
Having seen a significant shift from old-fashioned model of IT operations towards service-oriented delivery framework we have helped key global players to get extra competitive edge by offering them with our vision of what should be considered as business-relevant key performance indicators (KPIs) based on the project or service business nature, national, geographical and cultural peculiarities, user demands in addition to different types of expansion strategies, no matter what technical platforms were used for service delivery.
Our view of service performance dwells from the notion that both service provider and service receiver should have clear and verifiable KPIs which do not complicate comprehension by the abundance of technical details or mislead each other through offering approximated, incomplete or wrong statistics that would tamper with decision-making process.
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SERVICE DEFINITIONS: DESIGN AND IMPLEMENTATION
Hypersoft offers its clients with full-cycle of service definitions development and formalization activities. Hypersoft consulting covers the full service design cycle from what should be considered as the base of service that is being developed, necessary KPIs, service levels as well as what additional metrics and business filtering should be regarded as the source of information by service manager, top-level decision maker, company and its customers.
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| We help to create complex fine-tuned sets of service portfolios irrespective of size or diversity, formalizing top-level definitions while leaving enough room for maneuver at local ecosystems based on the nature of service and business unit in question. |
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COMPLIANCE WITH STANDARDS, POLICIES AND REGULATIONS
Specifically great care is taken for business standards and frameworks like ITIL, COBIT, ISO, company policies on privacy and security as well as government and international regulations such as Sarbanes-Oxley. All definitions are rigorously checked for compliance with adopted business models and local or national laws in order to avoid late service design change and adapt a proactive approach for service management strategic activities and daily operations.
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