Service Solutions

with Strategy

Proposal Support

Customers today are looking for more than simply the delivery of a product; they expect ongoing service and operational support to form part of the overall solution. These commitments can range from a few years to long-term contracts extending over 5, 10, or more years.

As a result, the services component of a proposal must be carefully developed, strategically structured, and accurately costed. The objective is not only to present a compelling and competitive proposition, but also to minimis business risk and establish a service delivery model that promotes long-term success and creates opportunities for future growth and contract wins.

Shincall Management provides specialist support in developing service strategies, operating models, cost estimates, and risk assessments that strengthen proposals and improve the likelihood of long-term contract success.

Service Level Agreements

Many organisations require Service Level Agreements (SLAs) that are structured to ensure the desired business outcomes are achieved. A well-designed SLA framework defines performance measures that are SMART – Specific, Measurable, Achievable, Relevant, and Time-bound.

An effective SLA schedule not only establishes clear and measurable service expectations, it also incorporates mechanisms that encourage continuous service improvement. This creates a framework that continually drives operational performance and supports the achievement of long-term business objectives.

Effective SLA schedules must be tailored to your operational requirements and aligned with your business goals.

Shincall Management specialises in developing SLAs that are both commercially practical and operationally achievable, ensuring measurable outcomes for both the customer and service provider.

Service Design and Delivery

Designing operational services that align with your business requirements is critical to ensuring that service delivery is both efficient and effective in achieving your business objectives. This is accomplished by establishing the right:

  1. Management information systems and supporting tools;

  2. Operational and management structures and processes; and

  3. Performance measurement methods and metrics.

Following ITIL methodology, these elements are documented within the Service Design Package (SDP). The SDP forms the foundation for Service Transition, Service Operations, and Continual Service Improvement, providing a structured framework for delivering and sustaining successful services.

Shincall Management can assist in designing and documenting service solutions that provide a solid foundation for long-term operational success.

Operational Planning

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Effective operational planning requires a thorough understanding of the service design and a detailed assessment of the operational management requirements, including cost, location, availability, responsibilities, tools, facilities, and supporting resources.

Delivering successful services requires the right combination of people, processes, and technology, all aligned to meet the business objectives. These requirements are typically documented within the Operational Management Plan (OMP), which establishes the framework for transitioning services into Business as Usual (BAU) operations.

The OMP addresses all critical service components, including:

  • Asset Management

  • Financial Management

  • IT Operations

  • Operator Support

  • Incident Management

  • Problem Management

  • Configuration and Change Management

  • Business Continuity

  • Vendor Management

  • Service Performance Management

  • Business Process Management

  • Knowledge Management

  • Operational Readiness

These elements must work together as an integrated operational model to deliver reliable and sustainable services.

Shincall Management can assist in developing Operational Management Plans that align with industry best practice, including ISO 20000, and provide a solid foundation for long-term service success.

Need assistance with your service strategy or operational planning?

Contact Shincall Management to discuss how we can help design, implement, and optimise your operational services.

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