What is the Windward Solution?
The most mature IT organizations proactively manage their IT infrastructure, orient their activities towards delivering and supporting services, and are maturing to become a partner involved in planning and enabling the business. This migration up the IT operations maturity model occurs incrementally in a continuous improvement cycle. To achieve effective service level management, leading IT service providers must put in place these key capabilities: • (Click Image to Enlarge)Service planning process to develop SLAs that support customer objectives. • Service Catalog in electronic form to support documentation of services. • Order management and service provisioning solution that supports established service levels. • ITSM processes that are focused on delivery of service levels. • Management of OLAs and UCs that support delivery of service level objectives. • Monitoring systems that focus on service impacting performance and problems. • Service level reporting to internal stakeholders
