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| Let me contribute to the Service Strategy |
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- Develop service portfolio, offerings and capabilities
- Budgeting, cost control, cost allocations, TDC, TCO
| Let me concentrate on Service Design |
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- Service Catalog - Concept, scope, content, periodical reviews
- SLA - Negotiating scope, defining KPIs, periodical reviews
- Risk/Compliance - SOX and Op Risk reviews, IT Compliance reviews
- Revisions of capacity and availability and defining/revising KPIs
- Service Continuity/BCP - SRP and DRP Planning, Crisis Management, BCP Testing Management
- Supplier Management - Sourcing and managing external service vendors (experience with Indian vendors); Negotiating SOW, establishing and reviewing KPIs; Knowledge transfer management
| Let me manage the Service Transition |
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- Project Management Transition Planning and Support - Ownership of the transition process, planning and coordination of resources and knowledge transfer, management reporting
- Change Management, Release and Deployment Management, Service Validation and Testing - Revision and certification of all changes from the production perspective; Production readiness reviews and sign-off; Accountability and front to back project management
- Service Asset and Configuration Management - CMDB supervision; Ownership, revision and maintenance of the CIs and other information; CMDB definition and setup
- Knowledge transfer management (performed in the scope of Supplier Management); Periodic revisions, gap analysis of Vendor's knowledge base articles
| Let me supervise the Service Operation |
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- Event/Incident/Request/Problem Management - Crisis management; Escalation PoC; Business communication; Incident and Problem Resolution Management
- IT Operations Management - Supervision and management of the operational activities performed by the support staff (support tasks, infrastructure tasks); KPI definition and reviews; Management feedbacks
| Let me bring you to the next level with the Continual Service Improvement |
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- Gap analysis of the current service and processes
- Initiation and leading the improvement initiatives and projects
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