Our customer distributes high value international sport events via satellite, fibre and OTT. A review of service management processes was required.
THE CHALLENGE
Our customer needed to review their overall service management processes. Responsibilities and accountabilities across the teams were unclear for key processes and the data being collected was not being analysed.
THE SOLUTION
Peak Signal interviewed stakeholders across varying disciplines and seniority. High profile operational events were also witnessed first hand. The evidence was used to assess the organisation’s maturity against Peak Signal’s service management framework.
A year’s worth of data from disparate systems was extracted, mapped and analysed to identify the incident and tickets resolutions patterns; at the same time identifying where data useful for incident and problem management was not being captured.
Clear governance, incident management and problem management and product enhancement processes. New datasets and key performance indicators were defined. Peak Signal provided clear and practical solutions that could be delivered with or without further involvement from our team.
.
THE PEAK SIGNAL TEAM RESPONSIBILITIES
- ENGAGEMENT PERIOD: 1 MONTH
- ENGAGEMENT TYPE: STATEMENT OF WORK, CONSULTANCY
