ITIL for Mannaged Services

ITIL for Mannaged Services

As a technical process engineer, I implemented ITIL-based service delivery and assurance processes to bridge gaps between enterprise customers and AT&T’s tools during critical project phases. The project included developing lifecycle management manuals, integrating e-bonding solutions, and supporting AT&T’s largest contract, significantly enhancing service delivery for high-revenue clients.

Financial Impact

LIGHTRIC MOTORS

Value Justification: Closed gaps in service delivery and assurance, supporting AT&T's largest managed services contracts. Savings Calculation: Efficiency improvements saved minimumly 0.5% of contract value = $50M Improved lifecycle management reducing operational costs = $5M Total Impact: $55M (large project scale)

Client

Henry Morgan

Year

2022

Category

Portfolio

Concept

Concept

The ITIL for Managed Services initiative was developed to bridge the gap between enterprise customers and AT&T’s tools and services throughout the presales and post-signature phases. The project aimed to standardize service delivery and assurance processes, ensuring a seamless transition from planning to execution. This effort was particularly focused on supporting high-revenue, global customers with complex requirements.

The ITIL for Managed Services initiative was developed to bridge the gap between enterprise customers and AT&T’s tools and services throughout the presales and post-signature phases. The project aimed to standardize service delivery and assurance processes, ensuring a seamless transition from planning to execution. This effort was particularly focused on supporting high-revenue, global customers with complex requirements.

Concept

The ITIL for Managed Services initiative was developed to bridge the gap between enterprise customers and AT&T’s tools and services throughout the presales and post-signature phases. The project aimed to standardize service delivery and assurance processes, ensuring a seamless transition from planning to execution. This effort was particularly focused on supporting high-revenue, global customers with complex requirements.

Design

Design

The design phase involved defining comprehensive service delivery and assurance processes aligned with ITIL best practices. I created detailed working manuals to guide lifecycle management teams through each transition stage, from deal signature to full implementation. The solution also included the integration of e-bonding between AT&T One’s ticketing system and customer incident reporting tools, facilitating efficient communication and issue resolution.

The design phase involved defining comprehensive service delivery and assurance processes aligned with ITIL best practices. I created detailed working manuals to guide lifecycle management teams through each transition stage, from deal signature to full implementation. The solution also included the integration of e-bonding between AT&T One’s ticketing system and customer incident reporting tools, facilitating efficient communication and issue resolution.

Design

The design phase involved defining comprehensive service delivery and assurance processes aligned with ITIL best practices. I created detailed working manuals to guide lifecycle management teams through each transition stage, from deal signature to full implementation. The solution also included the integration of e-bonding between AT&T One’s ticketing system and customer incident reporting tools, facilitating efficient communication and issue resolution.

Development

Development

During development, I worked closely with both AT&T teams and the enterprise customers to identify process gaps and implement tailored solutions. I led the creation of service delivery frameworks and assurance processes, ensuring they were adaptable to the specific needs of global, high-revenue clients. The project required extensive collaboration, including onsite visits to customer locations, to align processes and provide hands-on support during critical stages.

During development, I worked closely with both AT&T teams and the enterprise customers to identify process gaps and implement tailored solutions. I led the creation of service delivery frameworks and assurance processes, ensuring they were adaptable to the specific needs of global, high-revenue clients. The project required extensive collaboration, including onsite visits to customer locations, to align processes and provide hands-on support during critical stages.

Development

During development, I worked closely with both AT&T teams and the enterprise customers to identify process gaps and implement tailored solutions. I led the creation of service delivery frameworks and assurance processes, ensuring they were adaptable to the specific needs of global, high-revenue clients. The project required extensive collaboration, including onsite visits to customer locations, to align processes and provide hands-on support during critical stages.

Implementation

Implementation

Successfully implementation of ITIL for Managed Services for many enterprise contracts, particularly in supporting AT&T’s largest contract worth over $10 billion with State of Georgia. By streamlining service delivery processes and integrating e-bonding solutions, creating reusable templates & tracking tools I improved efficiency and enhanced client satisfaction. The lifecycle management manuals enabled consistent service delivery, while close collaboration and tracking of projects to completion ensured smooth transitions for complex, high-value customers.

Successfully implementation of ITIL for Managed Services for many enterprise contracts, particularly in supporting AT&T’s largest contract worth over $10 billion with State of Georgia. By streamlining service delivery processes and integrating e-bonding solutions, creating reusable templates & tracking tools I improved efficiency and enhanced client satisfaction. The lifecycle management manuals enabled consistent service delivery, while close collaboration and tracking of projects to completion ensured smooth transitions for complex, high-value customers.

Implementation

Successfully implementation of ITIL for Managed Services for many enterprise contracts, particularly in supporting AT&T’s largest contract worth over $10 billion with State of Georgia. By streamlining service delivery processes and integrating e-bonding solutions, creating reusable templates & tracking tools I improved efficiency and enhanced client satisfaction. The lifecycle management manuals enabled consistent service delivery, while close collaboration and tracking of projects to completion ensured smooth transitions for complex, high-value customers.

David Baird

David Baird

David Baird

David Baird

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©2024 All Rights Reserved

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©2024 All Rights Reserved

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©2024 All Rights Reserved

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