Case 4: IT Service Company Setup
You are a group of diverse businesses operating successfully across a wide range of sectors. Every modern company needs high-quality, modern technologies. The best way to manage these IT needs is to establish an IT service company that can function as a unified internal IT department or an additional business unit. It’s a great idea — you have plenty of resources and a team, but you’re unsure how to coordinate finance, legal, centralized IT, and business IT to make them work together.
Solution
Don’t panic! We are here to help you set up all necessary processes and automation!
- Service CatalogueComprehensive list of services offered.
- Support Process DescriptionDetailed descriptions of helpdesk, incident, and request management processes.
- Templates and ProceduresTemplates for SLA, OLA, and UC, along with procedures for setting up new services.
- Organisational StructureDefinition of the optimal structure and team size for the IT service company.
- Process AutomationAutomation of service processes.
Additional Services (if needed)
- Problem ManagementImplementation of problem management processes.
- Configuration ManagementSetup of configuration management.
- Capacity ManagementImplementation of capacity management.
- IaaSInfrastructure as a Service based on a private cloud.
- PaaSPlatform as a Service based on a private cloud.
- Finance AllocationProcedures for finance allocation.
Timelines
1st Month
Conduct interviews and clarify the high-level model.
2nd Month
Finalise the service catalogue and agree on support processes.
4th Months
Implement base functionality of SLAs and tracking system, and conduct pilot testing.
6th Month
Implement additional processes and fine-tune their automation.
