Service Delivery Management

What do we offer?

ICM delivers value-added services designed to optimise the performance and availability of IT services, blending Service Desk, Hardware Support & Maintenance Services, Deskside, Monitoring & Management and Software Support capabilities to provide the optimum combination of services to match every customer’s requirements.
Supporting these services is an ICM Service Delivery Manager (SDM) providing you with a single point of ownership for the delivery of all managed services.  ICM’s Service Delivery Management provides the governance and control in delivery and execution of contracted IT services and involves:

• Service level management
• Contract management
• Continual service improvement
• Service change and development assistance

How do you benefit?     

As an active corporate member of the IT Service Management Forum (itSMF), ICM supports the development and promotion of best practice, standards and qualifications within IT service management.  This means you benefit from industry recognised best practice and a standardised approach. Proactive Service Delivery Management provides:

• Management Reporting - The production of management reports to meet contractual requirements and/or customers’ business needs (e.g. quantative reporting,  performance to SLA,  ad-hoc performance reporting)
• A single point of contact for service escalation - The SDM is directly accountable for all services delivered by or via ICM
• Transition into or from Service - As services are added to or removed it is important to ensure that all the relevant documentation, access and information is available to the supporting entities. Transition involves effective communications between the customer and ICM to ensure that commencement, scope and reporting elements of the services are in place prior to commencement. The SDM will provide governance and assistance across this process
• Continual Service Improvement - The SDM will help drive a culture of continuous improvement in IT Service Delivery by aligning the contracted services, or identifying additional services to achieve your business objectives
• Stakeholder Management - The SDM will work in conjunction with the customers’ communication policy to ensure that users, management and executive sponsors are fully aware of the service deliverables, changes to service and performance
• Customer satisfaction (CSAT) – ownership of all customer feedback associated to services delivered by ICM and any actions arising from a CSAT

What our customers have to say

Our desktop Operating System and Office products were due for a refresh and the PC estate was beginning to age. The number of calls to our internal service desk was also higher than desired and this meant that the IT support team could be stretched. We felt that in the long term we could derive more value for the business by introducing the additional expertise of a third party.

- Bill Price, Systems and Technology Director, Costain

What’s covered?

Your ICM Service Delivery Manager (SDM) is the prime interface between ICM and your organisation taking overall responsibility for delivery.  Activity undertaken by the ICM SDM includes:

• Focussed point of contact
• Service level management
• Contract management
• Capacity planning & review
• Process management & review
• Establishing & managing service priorities
• Continual Service Improvement to ensure alignment of services to your business objectives

All services are aligned to the IT Infrastructure Library (ITIL™) framework for industry best practice.