Evolving from Cost Centre to Service Provider

Organizations are continuously innovating and evolving to be the best service provider they can be to their customers, which ultimately ensures customer retention and increased revenue. Organizations are becoming more focused on the customer by providing value added services the customer wants and needs -- cost effectively and with unmatched quality.

How Online Can Help

Online’s Service Management practice is focused on helping you understand where you are today, plan for tomorrow, and evolve your services organization in line with your customers’ expectations and the business strategy. Online provides thought leaders who bring best practices and our many years of experience to help your organization achieve your goals. We utilize industry recognized frameworks and methods such as ITIL®/ITSM, COBIT, ValIT, and Six Sigma. Combined with our deep understanding of the leading Service Management technology providers, this enables us to be your trusted partner, ensuring that you can maximize your investment and determine what technology is the best fit for your organization. Online provides value added services and solutions that help our customers stay competitive with innovative service management strategies, process improvement, and technology deployments.

Cost Effective and Proven Approach

Online uses a successful and proven methodology and approach to designing, building, integrating and rapidly deploying Service Management solutions that reduce operating costs, improve performance, and achieve higher customer satisfaction levels. We understand frameworks and how they should be applied to different customer problems, needs and business practices. Our Service Management team has successfully designed and implemented Service Management processes and solutions that help the Business and IT align to business objectives and goals.

Our Expertise

Online brings a wealth of industry best practice knowledge and expertise. Our Service Management solutions focus in the areas of:

• Service Portfolio, Catalogue, and Service Level Management
• Service Request and Fulfillment
• Call Center and Service Desk
• Incident and Problem Management
• Change, Configuration, and Release Management
• Asset Management
• Availability and Capacity Management
• Financial Management
• Security, Risk, and Continuity Management

Our Service Offerings

Online’s Service Management practice helps our customers with strategy, planning, and transformation related service offerings. We have tremendous depth and experience in the areas of:

• Strategic Advisory
• Roadmap and Planning
• Assessment
• Education and Awareness (ITIL/ITSM)
• Process Modeling
• Business Requirements and Design
• Technology Selection
• Technology Implementation
• Integration
• Application Management

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