Service Assurance Maturity Assessment
DeployPartners’ Service Assurance Solutions help clients quickly identify and resolve network and service problems. It is geared entirely to giving clients better visibility of their service delivery operations, and follows this with proven methodologies for improving operational maturity – and ultimately creating better business value.
DeployPartners has created a Maturity Assessment service that applies benchmarks to an organisations current technology processes and practices.
The paper provides a generic overview of common service assurance problems and pain-points, and highlights the “low hanging fruit” solutions that can make a big positive impact for clients in the shortest amount of time.
It aims to give non-technology management better insight into how service delivery problems can be identified and remediated, and how proactive Service Assurance environments deliver bottom-line benefits.
Service Maturity Assessment
Managing complexity while maintaining the availability and performance of an organisation’s IT applications and services is a core requirement of operations management.
The DeployPartners’ Service Assurance Maturity Assessment quickly makes sense of this complexity by identifying skills gaps, process problems, and technology shortfalls. This enables the development of a structured roadmap to a mature, reliable and efficient IT operation.
This might mean a consolidation of tools, the introduction of more efficient processes, or the acquisition of strategic skills and technology – all leading to improved efficiency, long term cost savings, and increased revenue.
DeployPartners’ Service Assurance Maturity Assessment has modelled the operational support systems and business support systems (OSS/BSS) of all companies into five process streams. These are graded independently using a maturity scale from Zero to Five – where Zero means no capability in the corresponding process stream, and Five is the highest level of capability in the corresponding stream.
By using DeployPartners’ independent and objective methodology, we can quickly assess both where an organisation places high importance for its business, and where it needs improvement.
This initial assessment provides the foundation to develop individually tailored maturity improvement recommendations and a detailed roadmap of how to get there.
DeployPartners Five Stage Maturity Model
Level One – Reactive
Most technology managers will recognise the pain associated with a “reactive” IT operation. Often called ‘firefighting mode’, this is where managers are so busy dealing with problems as they arise, that there is little time to develop coherent longer term strategy.
These environments share common attributes:
- Multiple tools providing reporting on multiple disparate networks
- Technology gaps, often covered by throwing additional resources at the issue, or time-consuming manual processes
- Important tools unused, usually because staff not trained or change-management teams that never introduced them properly
- Processes poorly defined, or not followed by operational staff
- No overarching philosophy guiding operations management, and especially alarm management
- Operations not aligned to the business where technology people and processes not connected to the business
The difficulties and pressures these Level One IT operations are under is usually unseen by the rest of the organisation. And because the IT operation is unaligned to business outcomes, operational staff has little visibility of the impact that poor service delivery has on the business.
Level Two – Proactive
This is considered the base level from which an organisation’s IT operation can start to function with some efficiency. This is the ’proactive’ layer, where the operational staff gain some control over on the network, and has some ability to plan for changes as required.
At the Level Two stage, the IT operation can identify faults early, and automate responses. Technology staff also understands the networks behavioural quirks better, and will have planned for dealing with repeated problems.
These organisations have better visibility over the network and at least some cross vendor integration of reporting tools.
Level Three – Maturing
Organisations running a maturing operation and are likely to be working productively to Service Level Agreements and Operational Level Agreements with internal and external customers.
The SLA’s and OLA’s typically mean these operations are more aligned to business outcomes. At this stage management is often looking at ways to rationalise processes and to automate.
That means rationalising down to the right tools and the right processes, so that staff aren’t drowning in alarms, or being forced to chase down red flags that have not been prioritised.
For senior operational management, the right metrics that are delivered to the right people at the right time – and backed by the right processes – can change their world and this is a DeployPartners core expertise.
Level Four – Transforming
The lower tiers of the DeployPartners’ Maturity Assessment model are focused on finding and fixing problems in more efficient ways. At the Transforming stage, operations managers are starting to look at multiple issues, and at the things that always need to be fixed or improved
This level applies much greater automated intelligence to system metrics and a priority management. It always measures against the fundamental questions of: What is most important to the business, what has the highest business impact, and what has the greatest risk?
By modulating response against these core benchmarks, resources are prioritised and the most important incidents or problems are handled first.
Level Five – Revenue Generating
A business at Level Five maturity has the people, technology and processes in place to run a genuine cycle of continuous improvement. The operational side of its technology is agile enough to calibrate service delivery on the fly.
These successful businesses do not eliminate problems, but they have engineered the tech operation to deal with problems as they emerge, faster and more effectively. Ultimately these operations deliver increased revenue by delivering better services and at lower cost.
DeployPartners’ maturity assessment methodology aligns the people, processes and technology that help its clients to quickly reduce risk exposure while improving services, overall efficiency and operational benchmarks.
The Software Assurance Solution Maturity Assessment Service applies benchmarks to an organisation’s current processes as they relate to its existing technology, and service assurance tools and practices.
This methodology lets client organisations very quickly identify specific operational problems and delivers frank reporting of the root causes of operational pain-points.