Service Delivery Management for IT Organizations
IT is under relentless pressure to deliver best-in-class information
services and improve service levels while continuing to reduce
IT expenditures. In a recent survey, 72% of CIOs cite improved
customer service as their top priority. To deliver improved service
levels and further drive down IT costs, leading companies are
embracing new self-service methods of organizing services into
catalogs of defined processes. The goal is to move from ad hoc,
reactive, request-driven organizations, to efficient, process-driven
service organizations. The RightEdge blueprint connects service
definition and automation with improvements in IT asset utilization
while maximizing vendor service contracts.
Using state-of-the-art web-based technologies, RightEdge IT
Service Delivery provides the only solution that manages end-user
service delivery, hardware provisioning, asset management and
service level agreement tracking.
RightEdge enables IT organizations to:
Streamline End User Service IT Requests: RightEdge
organizes key IT processes into actionable employee-facing self-service
catalogs. Employees can quickly locate and request permissioned
services, track requests and view their profiles. Also, embedded
in the service request is the established SLA.
Manage End User IT Assets: As part of the employee
service profile, each employee's IT assets are identified and
tracked. This includes PCs, laptops, PDAs and cell phones, and
all related service plans. All asset and service requests automatically
reflect associated history and entitlements. RightEdge efficiently
maximizes IT asset utilization by clearly identifying asset ownership,
associating assets with service requests and managing new asset
order expectations to established SLAs.
Provide Service Contract Visibility: Are your
assets leased or owned? Do you have service contracts and warranties?
Are the correct service plans associated with end user service
requests? Are you maximizing your purchasing power by channeling
your spend to selected vendors? RightEdge provides the essential
visibility into service contracts by associating related assets
with defined services at the point of request.
With RightEdge, IT organizations have the capability
to:
Streamline service requests from ordering through
to deployment.
Leverage packaged services include move-add-change
and hardware entitlement.
Publish and track requests against SLAs.
Associate service requests with the underlying asset
base.
Increase visibility and utilization of vendor service
contracts.
Easily charge back based on value delivered.
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