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Service Operation Management

Service Operation Management

The VW-SOM Process is synchronized and tied combined with the Project and Service Management process in place within Visionware, in terms of planning and control.

The Visionware Service Operation Framework (VW-SOM or SOM) process is based on a customization of the market standard  practices (ITIL) according with Customer Requirements and Visionware maturity level.

 

Software as a Service

Visionware is able to provide business solution based on various models:

Operated within customer environment. For this model our team provide the operation and support activities either remote or at customer location

Cloud model: the solution is provided, as "turn key" service from Visionware data center

Mixed model

 

Manage Services

Visionware Operation team has skills and competences to operate a wide range of infrastructure services. More details are available upon request. Visionware aproach is based on ITIL standard, starting by defining the service strategy, design and then to support customer with the transition and operation.

 

Software maintenance

Visionware offers a support system for the developed solutions that is capable of integrating all the requirements and expectations that our customers have.

 

Depending on each customer requirement we our offer covers following benefits:

availability of the support team

response and resolution SLA

resolving „bugs” without additional costs

telephone Help Desk

pro-active Maintenance for the implemented solution

dedicated support consultan

 

Subscription example:

 

Incident Classification

We prioritize our customer’s issues by associating them with a certain degree of gravity. We use different levels in order to make sure that we have a clear view of the issue’s impact on the customer’s business; for this reason, it is very important to assign the correct degree of priority according to the incident’s type and gravity, whenever we are informed about its existence.

1st Priority  (Critical) –  used to identify and classify a critical issue that has a major impact on client’s business, by blocking the work with the application or even the entire business, or when the data security is compromised

2nd Priority 2 (Non-Critical) – used to identify and classify an issue that doesn’t allow some operations, but does not have a direct impact on business processes. Change requests are always classified as Non-Critical.

Service Operation Management

The VW-SOM Process is synchronized and tied combined with the Project and Service Management process in place within Visionware, in terms of planning and control.

The Visionware Service Operation Framework (VW-SOM or SOM) process is based on a customization of the market standard  practices (ITIL) according with Customer Requirements and Visionware maturity level.

 

SOM Generic Phases

The ITIL Core consists of five publications (illustrated below). Each provides the guidance necessary for an integrated approach:

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

 

 

 

Service Strategy

The Service Strategy Process Objective is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

 

Service Design

Process Objective: To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones.

 

Service Transition

Process Objective: To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.

 

Service Operation

Process Objective: To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

 

Continual Service Improvement

Process Objective: To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.

 

Roles and Responsibilities

For the current structure of Visionware Operation provided services (mainly operation for own services) the next section outline the interactions between Operation Division – Customer – Provider.

 

 

Service Operations Management Expertize