Process
The process layer of our managed services model comprises all the elements that determine the governance and direction of service. Amor Group's Managed Services Framework draws on best practice, our pragmatic approach and existing methods and governance defined in a range of standards.
Services follow our flexible business take-on methodology, which can be tailored to suit differing organisational sizes and requirements.
We utilise this methodology for major projects as well as on-going support contracts. This framework ensures we have a robust and proven way of managing the lifecycle of a service agreement, which is suited to our customers and our business.
Appropriate direction and definition for our services come from industry benchmarks such as ITIL, Quality (ISO 9001) and Security (ISO 27001) standards. We also ensure compliance with legislative directives such as TUPE when taking on a team.
The effectiveness of our service management processes is demonstrated by:
- Management of service objectives, SLAs and KPIs.
- Service management reports, with analysis and recommendations.
- Project management and reporting.
- Resource flexibility from our extended resource pool, smoothing out demand.
- Continuous Service Improvement Plan (CSIP).
- Strong local management support.
- International operations management, out of hours cover and 24/7 support.
These elements ensure that the lower layers of operational support and platform services have the right high-level targets and objectives. We can also demonstrate how the whole service is performing and improving.
Problem management procedures are aligned with ITIL best practice framework. These processes are managed using the Sostenuto Service Management Portal which carries the ‘PinkVerify Enhanced’ seal of ITIL compatibility.
