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Sample – Solution Design Principles

September 19, 2012

Approach to the solution design principles and solution elements in determining the optimal service delivery model is based upon:

Understanding the objectives and future state expectations leading to determination of key service delivery solution components:

  • Service Delivery Model,
  • Resource Modeling,
  • Demand Planning,
  • Governance, Continuous Improvement

Identification of service portfolio and other characteristics:

  • Business Domain,
  • Technology profile,
  • Support Profile,
  • Location,
  • Operational requirements that influence the service delivery solution

Determining the type and magnitude of influences of inputs on outputs in alignment with objectives

With the above approach the foundational aspects and the design principles are built to deliver operational excellence and agility while addressing Client objectives.

Current state State / Inferences / Expectations

Solution Design Principles
Business conditions rapidly change in the region and the infrastructure group is not able to react as fast as needed Establish Service Delivery Excellence with service planning capacity & demand management
The Business leadership desires to reposition employees to higher value activities Define the compelte SLA-driven operational support model
Additional cost reduction levers are needed Consolidate operations into a single optimized service delivery organizationLeverage a global delivery model and pass back cost arbitrage for delivering out of a low cost country
There is concern by IT management in South America that additional services are desired by the business and the IT group has not been able to deliver them Delivery organization complies & adheres to all standards of serviceDefine SLA-driven support model with end-user service orientation drivenEstablish transformation roadmap for higher process maturity

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