| Governance of Information Systems Requirements The information systems and computer applications rolled out in the company represent a major challenge for its competivity. Indeed, the success of a company requires an effective information system.
The IT department has been allocated a complex role which requires not only the rollout of technical skills but also internal communication skills. It must be able to:
- manage a highly technical reality which is becoming increasingly complex;
- communicate with the various business departments about non-technical indicators and quality of service agreements.
In this context, the IT department must, in particular, be able to produce a status report for the General Management and business departments which reconciles the user's perception with the technical vision.
ip-label supports IT departments during the definition phase of the pertinent indicators (KPIs) shared by the business and IT departments. Moreover, we supply a model status report with a format for feeding and retrieving data which is tailored to the requirements of the IT department.
Procedure ip-label tailors its methodology to the requirement of the individual customer. Generally, the following points are covered: - Study and analysis of the information system
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Identification of critical applications -
Existing status report -
Analysis of usage -
Impact of IT performance on businesses -
Analysis of user expectations -
Impact of the QoS on operational objectives and productivity -
Definition of indicators, measurements, consolidation and interpretation of results Deliverables We participate throughout the project in progress meetings. We also regularly question your colleagues. At the end, we supply a comprehensive report, which includes status reports, associated indicators, an interpretation of the results and ways to improve.. We present this report to the IT department and the General Management in an oral presentation. Our ip-label consultants are experts in analyzing the performance of your information systems operating on IP networks. Relying on a single international observation network, they provide you with an accurate diagnosis which identifies ways to improve the performance of your information tools.
A few ip-label references for IT departments Study undertaken for a “big 4” consulting firm in order to analyse the applications used by consultants when travelling within and outside France. The ip-label teams evaluated the impaired performance of applications according to the geographical location of consultants (Europe, US or Asia) and the impact of this impaired performance on consultants’ day-to-day work. Study on behalf of the IT department of a multinational company in the industrial sector: the Purchasing Manager complained about the extremely poor operation of the company's e-procurement application. The poor operation of this application was having an impact on the company’s final output. The ip-label audit measured the performance of the application on different sites and located malfunctions, as well as suggesting ways to improve. Following this audit, the key performance indicators were introduced.
Study undertaken for key player in the banking sector: For many years, ip-label has been involved as a digital services measurement institute. In a complex context experienced by this cooperative group, ip-label’s response went beyond the technological field of the measurement solution to evaluate the quality of service of the various business processes.
Requirements Whether you are trying to address malfunctions associated with web transactions, the unsatisfactory quality of your call centres or your slow-running messaging system, ip-label will support you at all stages of QoS management.
Our consultants define the methodological support which will enable you to collect the correct quality indicators that are specific to your business applications and your entire IP information system. We jointly define the criteria to be adopted according to requirements, in order to obtain summary indicators which can be read by the IT department. Our quality consultant delivers methodological support for you. Procedure - Study of existing systems and methods
- Interview with people involved in the quality chain
- Analysis of user reports
- Comparison with the services definition and customer experiences
- Verification and control of consistency
Deliverables During the course of projects, we are regularly involved in framework meetings in which we can report on our involvement, answer your questions, collect information and present the methodology that has been introduced. At the end, we supply a comprehensive report which includes a description of the methodology used, the critical systems to which it applies and ways to improve. We help you to manage your project in order to jointly define the most pertinent metrics, for example for measuring the quality of an IP fixed telephone service or a multiple site IP business application. Our ip-label consultants are experts in analyzing the performance of your information systems operating on IP networks. Relying on a single international observation network, they provide you with an accurate diagnosis which identifies ways to improve the performance of your information tools.
Requirements Your web applications have become a critical issue and you would like to introduce a quality monitoring policy based on a tried and tested methodology which reflects the satisfaction of the end-user.
A quality consultant helps you to define the methodological support which will make it possible to collect the correct quality of service (QoS) indicators that are specific to your web service. We jointly define the criteria to adopt and the most suitable method to use for collecting these indicators which will identify ways to improve. We present these results in a summary table which will reflect the end-to-end quality perceived by the end-user. We help you to manage your project in order to jointly define the most pertinent metrics for improving web quality.
Procedure - Study of existing systems and methods
- Interview with people involved in the quality chain
- Analysis of user reports
- Comparison with the services definition and customer experiences
- Verification and control of consistency
Deliverables During the course of projects, we are regularly involved in framework meetings in which we can report on our involvement, answer your questions, collect information and present the methodology that has been introduced. At the end, we supply a comprehensive report which includes a description of the methodology used, the critical systems to which it applies and ways to improve. In our report, we recommend a strategic approach that is designed to improve your QoS. The method used for introducing this approach is clearly identified and explained in the description. Our ip-label consultants are experts in analyzing the performance of your information systems operating on IP networks. Relying on a single international observation network, they provide you with an accurate diagnosis which identifies ways to improve the performance of your information tools.
Requirements With a highly competitive backdrop, your facilities management and/or hosting service provider must act as a true partner and be able to make a contractual commitment to you in terms of quality levels.
In your specification, have you properly described all of the important criteria which will enable you to feel at ease with this service provider? Do the contractual indicators mentioned or proposed in your contract correspond to your challenges?
A quality consultant will help you to produce your specification when you select a provider (host, integrator or other, etc.):
- definition of the expected service
- definition of the SLAs (Service Level Agreements)
- definition of the quality indicators according to the requirements and objectives
- assistance in the production of the specification
Procedure - Study of the service to host and its constraints
- Interview with internal and/or external players
- SLA proposal for the service
- Identification of SLAs in the "hosting” specification
Deliverables During the course of projects, we are regularly involved in framework meetings in which we can report on our involvement, answer your questions, collect information and present the methodology that has been introduced. At the end, we will include a comprehensive report which includes the SLAs and the anticipated inspection methods. We will help you with your project management in order to jointly define the expected quality level when an external service provider is selected. Our ip-label consultants are experts in analyzing the performance of your information systems operating on IP networks. Relying on a single international observation network, they provide you with an accurate diagnosis which identifies ways to improve the performance of your information tools. Requirements Do you have an ROI study on the benefits of the QoS monitoring of your systems?
A quality consultant will support you in your quality approach in order to measure the return on investment (ROI) of your IP information systems. For instance, we will jointly define the ROI of on-line services which are deemed critical. In this way, we can calculate an unavailability and its impact on the organisation and result. In addition, we will define various types of SLA in order to optimise and safeguard your IP investments. Procedure - Study of the delivered services
- Evaluation of the support infrastructure
- Study of current loads and use
- ROI modelling
- Impact of unavailabilities
Deliverables During the course of projects, we are regularly involved in framework meetings in which we can report on our involvement, answer your questions, collect information and present the methodology that has been introduced. In the end, we will provide a comprehensive report with an oral presentation of the results and issue the full report. We will help you to manage your project in order to jointly define the most pertinent metrics for quantifying the return on investment of your most critical applications. Our ip-label consultants are experts in analyzing the performance of your information systems operating on IP networks. Relying on a single international observation network, they provide you with an accurate diagnosis which identifies ways to improve the performance of your information tools.
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