Service Delivery Management
Our client-focused Service Management function provides analysis, reviews and reporting for the operational governance of agreed services. This includes:
- Service performance analysis, identification of key events and areas of attention
- Service delivery reporting, compliance against SLAs and KPI measures
- Scheduled Service Reviews
Service Delivery Manager (SDM)
We also provide a Service Delivery Manager as the prime interface between ICM and a named contact within a customer organisation. The SDM acts a single point of contact, and has overall responsibility for delivery, including:
- Ensuring incidents and requests for which ICM is responsible under the Service Agreement are owned, managed and resolved in accordance with the service levels
- Acting as an escalation point for any issues that need management intervention or attention
- Monitoring and reviewing services provided, in accordance with the Service Agreement
- Agreeing and managing changes and amendments in line with agreed procedures
- Reviewing performance of services with the customer using agreed toolsets
What our customers have to say
ICM has a huge breadth of skills and having access to such a high level of specialist knowledge is proving a great benefit to Stobart Chilled Division
- Vince Sparks, IT Director, Stobart Group
Service Improvement
Service Improvement activity is made up of a range of Strategy and Continuous Improvement Programmes (CIP), managed through a Governance Board. Improvements are delivered via an agreed number of scheduled reviews and workshops, plus input from problem analysis and service review reports that identify methods for demand reduction, service quality improvement and customer productivity benefits. Activities can include:
- Strategy Workshop on emerging technologies of value to customer operations
- Service Operation Governance Review workshop
- Identification of business case justified improvement programmes, creation and maintenance of a SIP action list
- Management of implementing service improvement initiatives
