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.
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