Our professional services can get your new software implemented faster! We can identify problems with an analysis of your operations, create a proposal to calculate costs, estimate time and build an accurate budget for the solutions your company requires.

We are dedicated to making your service solution a success, by working closely with your organization form the early project definition phase through post implementation! We use a defined approach from industry best practices. From understanding your business needs to implementing a world class solution, our team will help you realize the full potential of your service chain and obtain the benefits of an effective organization.

ServiceCentral Technologies Services

Service Chain Assessment

The Service Chain Assessment is a two to five day engagement to provide a comprehensive look at your service chain management and to define the project at a high level. The Assessment establishes the scope of what needs to be done to improve the service operation.

The first step is to identify your business problems and objectives. This is followed by a high level analysis of your service chain process and existing automation. A determination is made whether a service chain software product is an appropriate solution, and what integration with existing systems would need to be made. Potential reports are identified based on information that is needed by management to make decisions. Potential benefits are analyzed for return on investment. The findings and recommendations are documented in a Assessment Report, then presented to management involved in the budget and approval process.

While the report produced from this assessment is not product-specific, we will also provide a high level proposal for our service chain product. You will have a budgetary estimate and a description of how our product could meet your needs.

Service Chain Analysis

Service Chain Analysis is an in-depth look at your business requirements that results in a project specification. This detailed information is the foundation for the development and implementation of a solution in the organization. The length of this engagement can be anywhere from a week to six weeks, depending on the size and complexity of the organization.

Analysis consists of a number of activities to obtain the necessary level of information. Interviews are conducted with key personnel, job observation is conducted, and meetingsare facilitated with groups to identify requirements. A binder is produced with several deliverables from this analysis, including documents such as use cases, an architecture diagram, integration specifications, a detailed process flow diagram, and a functional requirements matrix.

Along with the Specification Report binder, a presentation is made to senior management to assist in selling the project and obtaining the necessary budget to proceed. A final proposal is produced which not only defines how our service chain solution could meet your needs with the associated cost to implement it, but provides screen shots or prototypes.

Project Management

Once an engagement has been approved, a dedicated project manager plans and manages it from start to finish. Our trained and experienced project managers are responsible for keeping the project on schedule to deliver the expected functionality and services to our customers. They are the primary point of contact for our customers for coordination between the companies, answering questions, handling issues, and reporting status on a weekly basis. They manage the entire delivery process using our product development methodology to ensure that the project is a success. The goal is to rapidly deploy a quality solution to your business so you can begin to reap the benefits.

Product Development

Should you select our product, but want some changes to better fit your business needs, our development staff will customize the functionality and reports as part of the product implementation into your organization. Deliverables from the Assessment and Analysis services would be analyzed so that the recommendations and findings could be incorporated into the product. We will provide you with screen shots and prototypes as appropriate to design the solution for you. This revised product would be delivered to your in-house testing staff for acceptance testing prior to being delivered to production.

System Configuration and Installation

Our systems engineers can configure your servers with the necessary third party software and install our application for your test and production systems. They work with your technology personnel to implement the product solution into your environment quickly and efficiently.

Application Training

The software training is in modules based on the functionality. This provides flexibility in how information is presented to personnel with varying job descriptions. The goal of training is to facilitate a smooth transition of our product into your organization. Classroom training with hands on practice sessions is available to guide personnel in the use of our application solution, but we also provide web-based training to assist you in keeping your costs minimized by reducing travel costs.

Customer Support

The project doesn't end with implementation into your environment. Our product comes with a 90 day warranty from the time of installation. Our knowledgeable and courteous Customer Support personnel are there to answer your calls and e-mails to quickly handle any problems through resolution. If you purchase an annual maintenance contract, that same excellent service continues after the limited warranty period ends. We provide a variety of support levels to suit your organization's needs and budget.

Support Case Status

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