Platform service offering in service integrator model
Hovila, Sirpa (2014)
Hovila, Sirpa
HAAGA-HELIA ammattikorkeakoulu
2014
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014052810740
https://urn.fi/URN:NBN:fi:amk-2014052810740
Tiivistelmä
Company X outsourced 70% of IT services and personnel using new outsource model called service integrator. Data Center platform service management was part of the outsourced services.
The goal of this thesis is to define Data Center platform service offering value position in the ITIL based end-to-end service management process within the three layer model of the service integrator. This study investigates if Data Center platform service offering still creates business value, brings efficiency and cost savings to customer after the outsourcing took place. One of the study targets is also to get customer feedback about current Data Center platform service offering and information about improvement areas.
Data was collected using a research method called survey research which involves questionnaires and interviews. The interview type was semi-structured with room for open discussion. In addition company internal material like contracts, process handbook and process training material were used.
Key finding proved by questionnaire result is that most of the customers know Data Center platform services’ business case and reason for existence well. Main idea related to cost efficiency and standardization is visible from answers. However there is room for improvement in sharing the existing information wider for example via customer info sessions and newsletters.
Study shows that an important activity, consultancy of application requirements integration into standard infrastructure components and modules, is missing at the moment from end-to-end service management process. This activity is crucial in achieving comprehensive end-to-end service deployment plan and execution.
Another important finding is that current end-to-end service management process with its three layer model has some gaps and overlapping in roles and responsibilities. In some process areas there is room for streamlining as well.
The goal of this thesis is to define Data Center platform service offering value position in the ITIL based end-to-end service management process within the three layer model of the service integrator. This study investigates if Data Center platform service offering still creates business value, brings efficiency and cost savings to customer after the outsourcing took place. One of the study targets is also to get customer feedback about current Data Center platform service offering and information about improvement areas.
Data was collected using a research method called survey research which involves questionnaires and interviews. The interview type was semi-structured with room for open discussion. In addition company internal material like contracts, process handbook and process training material were used.
Key finding proved by questionnaire result is that most of the customers know Data Center platform services’ business case and reason for existence well. Main idea related to cost efficiency and standardization is visible from answers. However there is room for improvement in sharing the existing information wider for example via customer info sessions and newsletters.
Study shows that an important activity, consultancy of application requirements integration into standard infrastructure components and modules, is missing at the moment from end-to-end service management process. This activity is crucial in achieving comprehensive end-to-end service deployment plan and execution.
Another important finding is that current end-to-end service management process with its three layer model has some gaps and overlapping in roles and responsibilities. In some process areas there is room for streamlining as well.