Vertical Markets
Alderstone has extensive experience with customers across all vertical markets in supporting IT service management and business functions. Our customer-focused delivery methodology complements our understanding of the business services, governance and regulatory requirements in our key vertical markets. We are particularly focused on the following key markets;
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Multi-national Outsourced Service Management
It has become increasingly common for large companies to outsource their IT Service Management operation to specialist companies. These companies typically provide IT Service Management to multiple customers and have a global presence. Alderstone have worked with several providers of Outsourced IT Service Management and have helped tackle many of the issues which these providers face, these include;
- Transition Management - this is the challenging process of moving a customer from their current IT Service Management solution to the solution provided by the Outsource supplier. Typical challenges are managing customer expectations, resistance to change of customer support staff, data loading, communication and internal pressures to meet promises made during the sales process.
- Third party management - there are typically multiple third parties involved. From previous incumbent outsource providers who are being replaced, to those who have continuing involvement with the customer.
- System integration - each customer has their own unique legacy systems which may need integration into the Outsourced Service Management platform. Customers are also looking to include integration to external Cloud based solutions as well as those within their own Data Centers. Security and performance of these integrations in a geographically distributed environment are challenges which must be overcome. Timescales for integration are often very aggressive and frequently considered too late in the transition process.
- Technical Management - the BMC ITSM platform has become selected as the platform of choice for many outsourced service providers due to its inbuilt capabilities for securely managing multiple customers on a single platform. Managing customisations, foundation data, application performance and the architecture of a high-use system are exceptionally challenging without the correct processes and structure.
- Multinational Governance - typically outsourcers provide services to customers in multiple regions as the economies of scale are what makes their solutions competitive. Managing multiple rollouts in geographically and culturally diverse regions is one of the major challenges facing outsourcers. Without the correct global structures and governance in place different regions grow apart in their approach and deployment thereby losing the competitive advantage of a standardised, best-practice solution.
Alderstone can recommend best practice and provide the technical and management expertise to ensure the initial and on-going success of an Outsourced IT Service Management operation.
IT Service Management
The objective of IT Service Management is to align IT with the business and to enable the definition, tracking and measurement of the key metrics that improve performance toward key service and support objectives. Effective IT Service Management is critical for the success of business.
The recent introduction of ITIL v3 which, among others, includes the new disciplines of Business Service Management (BSM), Event Management, Service Strategy, Service Design and Service Transition, means that the ITIL approach is more relevant than ever for the modern IT Service Management operation. However, with the much larger scope of ITIL v3, it is harder than ever for customers to understand how to get the best from this best practice library. Alderstone helps customers in drawing the best from the ITIL guidelines to deliver world class management of services across the business and to customers.
Alderstone has a proven track record in supporting customers implementing and managing their IT Service Management operation. We provide a comprehensive range of services to support all aspects of your IT Service Management process and technical implementation. Our focus on the BMC ITSM suite means we can provide expert technical and operational support.
Telecoms
While the Telecoms industry faces many of the same challenges as other IT management services, there are unique drivers which must be understood to successfully deploy BSM and ITSM into this environment. One of the key differentiators is that for a Telco, technology not only underpins the service, in many cases it is the service. This brings to the forefront the importance of service modelling and effective service level management.
The scale and complexity of the Telecoms infrastructure is also usually far in excess of what is typically managed in a purely IT Service Management environment. This leads to out of the box datamodels and tools in most ITSM based solutions being inadequate for the task at hand. Alderstone have experience in extending these models and tools to better fit in a telecoms environment.
In many cases the common language used by the staff is different, as the lingua franca is usually eTOM, TAM and SID. While work is underway to absorb the best practice of ITIL into the eTOM model, this work is far from complete. Alderstone can provide consultants who are conversant in eTOM and ITIL to help bridge the gap and ensure a timely and successful deployment.