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Customer dissatisfied: Did you give up too much control?

Is your customer dissatisfied because you have outsourced too much?

  • “We had to be able to assign user permissions (read, write, modify) to each field as well as register actions (audits). Data separation (multitenancy) was crucial also. And these features we required, we have found in Mansystems’ service management application ‘ExpertDesk’, ” says René Heutinck, Head of Service Management of vtsPN.

    VtsPN finds required functionality in Service Management Tool ExpertDesk

  • “We had to be able to assign user permissions (read, write, modify) to each field as well as register actions (audits). Data separation (multitenancy) was crucial also. And these features we required, we have found in Mansystems’ service management application ‘ExpertDesk’, ” says René Heutinck, Head of Service Management of vtsPN.

    VtsPN finds required functionality in Service Management Tool ExpertDesk

Help, we outsourced too much!

Despite all promises, your customers are dissatisfied with your IT services. You have entered a fruitless discussion with your supplier because you lack crucial facts and objective data. You expected that when you took IT matters outside the organization, your service would improve, because you handed them over to specialists. And although you have now accurately registered supply and demand in SLA’s, additional work still keeps on coming. Since IT is not your core business, your organization chose to outsource a number of IT matters.

Maintain a firm grip on the SLA’s of the entire chain

Responsibility cannot be outsourced. Ultimately, you as an IT manager are responsible for your service delivery’s quality and costs. For that purpose, you certainly require the proper tools. What you need is control and up to date insight in the entire chain’s SLA’s. In other words: you want control over your process and a true picture of reality. Regardless of the number of suppliers to whom you outsourced parts of your service delivery.

Governance through monitoring SLA’s

Various governance organizations use our ExpertDesk solution to monitor the quality and costs of their outsourced services. ExpertDesk includes the unique Data Access (DA) functionality. With DA, several organizations and suppliers are able to work within one service management application, while they can only see the information that they have been authorized to. As a customer, you will maintain insight throughout the entire chain.

Mansystems is highly experienced in implementing and mapping out several service chains that are deployed by different providers. We provide you with insight in your situation and see to it that the way in which governance is practiced will result in cost reduction and improved service delivery.

Gartner says:

“The ability to easily integrate workflow tools across providers also increases complexity and tends to require professional services. What will be critically important is the ability to offer integration from the governance of the IT service desk core workflows to other governance tools existing with other sourcing providers in a given IT service. And to do this with more than just an application programming interface (API) will be essential to the IT service desk tool buyer” Source: Gartner trends ITSM Market 2011.

Data Access (DA) functionaliteit

Data Access = The most extensive access options per process, per function, per person and/or a combination thereof. To each field, user permissions can be assigned and actions can be registered (audit). Multi-tenancy is offered as an option as well.