O2 Networks’ consultancy process uses an ITIL based framework to enhance organisational efficiency and service delivery. This ITIL framework recognises the practical separation of business, architectural, implementation and operational teams and the challenges in reliably generating the project assets necessary for multiple internal and external parties to provide business benefit.
The professional consultancy services that O2 Networks provide span the service strategy, design, transition and operation phases. Building on the ITIL framework, O2 Networks approaches all engagements as a series of independent engineering phases incorporating project management methodologies and ongoing operational readiness procedures.
An effective service strategy instructs the business on how to position and define IT services as strategic assets. It describes both how services will support the organisation’s business strategies, and the IT strategies required to provide internal or external markets with a service value proposition. The service utility may be empowering the organisation to accomplish more through supporting new initiatives or removing prior constraints.
O2 Networks analyses the current state of service effectiveness and customer satisfaction, utilising these constraints and the baseline of service performance to provide a quantifiable means of measuring project outcomes in terms of customer expectations.
This focus on customer outcomes includes business stream agreement on the warranty aspects of availability, capacity, continuity and security – which provides business awareness of the value achieved through IT investment. A business centric framework fosters the incubation of new services in response to identified market opportunities, whilst providing a mechanism for value measurement throughout continual service improvement.
Service design is defined within the ITIL process as the design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements. O2 Networks work with the project’s stakeholders to identify and capture the desired service catalogue, project opportunities and environmental constraints.
The solution architecture phase provides the client with a macro view of the proposed service catalogue of IT capabilities to approved security, availability, service continuity and capacity management objectives. Through incremental design stages, architectural efforts can then define IT services to provide and support the catalogue in a multi-year phased approach to cater for long-term initiatives.
The culmination of the phase is the Service Design Package (SDP) that encapsulates the business and architectural drivers for a given service as well as the technical specifics of how a service should be implemented, operated and measured.
The Service Transition phase accepts the tactical SDP as the definitive guide to staged implementation of the verified solution within the production environment. This operational layer of the ITIL framework mandates the use of configuration, change and release management systems to control project visibility and expectations.
O2 Networks can provide subject matter experts with extensive technical, project and operational experience to conduct these technical planning and implementation stages in flexible conjunction with internal resources, stakeholders and third party suppliers. As the service is activated, the Service Transition Package, containing build specifications and operational guides, is handed over to operational management teams.
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Platform support is provided on an ongoing basis by the Service Operation phase. The operational teams use change and release management to plan, approve and record regular maintenance and business as usual changes acknowledged during the Service Design phase. Incident management systems are used to log unplanned events and the subsequent remediation activities.
O2 Networks offers a managed services team that provide a range of operational services tailored to a customer’s environment and in-house resources. This flexibility includes the possibilities of outsourcing of entire environments, involvement in peer approval of customer initiated changes or providing short term support of new technologies while client IT teams gain exposure and confidence.
Regardless of the level of involvement, the output of this ongoing cycle of service operation is the reporting of service metrics to the business and service design teams to inform business and architectural efforts to allow a continual improvement cycle.
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