Achieving the successful implementation of an Operational Governance System that supports the IT business requires the full support of everyone in an IT organisation. At its heart is the principle that all work in an IT organisation should be managed through one tool, whether this is on projects, application maintenance, or operational support. This means that IT staff logging on to the system and selecting their day’s work from the list of tasks assigned to them will be driven by the workflow tool.
Incidents can be easily linked to Problems, and Changes can readily update Assets. A link to Service Level Management allows Incidents to be escalated in line with Service Level guarantees. Clear procedures coupled with an Approval ‘engine’ and automated budget updates provide the necessary control and simplicity of use required of a modern, high volume procurement operation.
A generic process model based on industry best practice (ITIL) is the basis for a rapid design of customer specific state-of-the-art service management processes. The team-based design approach ensures that internal know-how and proven rules, procedures and service parameters are reflected by the design.
  | A common tool, providing a common interface and language (jargon) throughout the organisation |
| Customizable governance procedures |
| Web Portal integration |
| A source of information about the organisation |
| Ease of access through a common portal, offering self-help facilities for common problems |
| An interface for end-users, providing details of the Service Catalogue interactively |
| Escalation procedures in line with SLAs |
| Integration with third party applications to remove the ‘overhead’ of governance compliance |
| Integrated Approvals ‘engine’ providing clarity and audit ability |
| Asset records, including financial information, maintained in line with changes |
| Clarity of Procurement procedures, with support for automated purchasing |
| Management and maintenance of budget information |
| Contracts managed and visible through a single system |
