What We Do

Top Business Challenges Reported by CEOs and CIOs

End-to-End Product and Service Delivery

Improve the Customer and Employee Experience

Enabling Multiple Business Priorities

Modernize IT and Digital Technology

Redesigning Workflow for a Hybrid Model

Limit Corporate Risk by Increasing Cybersecurity

Strengthen IT and Business Collaboration

Upskilling Employees and Talent Development

Business Outcomes Required to Achieve Performance Excellence

Quickly Resolve Incidents

  • Percentage reduction in average time to respond to a call for assistance from 1st line agents
  • Percentage increase in the incidents resolved by first line agents on first response
  • Percentage reduction of incidents incorrectly assigned & categorized
  • Reduced mean elapsed time for resolution or circumvention of incidents, broken down by priority
  • Increased percentage of incidents resolved within agreed (in SLAs) response times by priority

Improve Business and IT Productivity

  • Percentage reduction in average cost of handling incidents
  • Improve percentage of business incidents dealt with by first line agents
  • Percentage improvement in average number of incidents handled by each first line agent

Maintain IT Service Quality

  • Reduction in the service unavailability caused by incidents
  • Increased percentage of incidents resolved within target times by priority
  • Increased percentage of incidents resolved within target times by category
  • Percentage reduction in the average time for second line support to respond
  • Reduction of the incident backlog

Repeatable Process

  • Percentage reduction in unauthorized changes detected
  • Percentage of change requests (business driven need) implemented on time
  • Percentage reduction in average time to make changes

Quick and Accurate Changes

  • Percentage reduction in the number of urgent changes
  • Percentage reduction of urgent changes causing incidents

Protect Service

  • Percentage reduction of unsuccessful changes
  • Percentage reduction in changes causing incidents

Show Efficiency and Effectiveness Results

  • Percentage efficiency improvement based on number of RFCs processed
  • Percentage reduction in the average cost of handling a change
  • Reduction in the ‘cost’ of failed changes

Better Quality Software and Hardware

  • Percentage reduction in the use of software and hardware releases that have not passed the required quality checks
  • Percentage of all software meeting legal and license compliance

Repeatable Process for Rolling Out Software and Hardware Releases

  • All new releases planned and controlled by Release Management
  • Reduction in the percentage of urgent releases

Manage Business Interface

  • Implementation of releases swiftly (business driven needs) and accurately
  • Percentage reduction in build failures
  • Percentage reduction in the releases causing incidents

Cost Effective Releases

  • Increased percentage of releases built and implemented on schedule and budget
  • Percentage reduction of failed releases
  • Percentage reduction in the average cost of handling a release

Manage Quantity and Quality of IT Service Needed

  • Percentage reduction in SLA targets missed
  • Percentage reduction in SLA targets threatened
  • Percentage increased in customer perception of SLA achievements via CSS responses

Deliver Service as Previously Agreed at Affordable Costs

  • Total number and percentage increased in fully documented SLAs in place
  • Percentage increased of SLAs agreed against operational services being run
  • Percentage improvement in the Service Delivery costs
  • Percentage reduction in the cost of monitoring and reporting of SLAs
  • Percentage increased in the speed and accuracy of developing SLAs

Manage Business Interface

  • Increased percentage of services covered by SLAs
  • Documented and agreed SLM processes and procedures are in place
  • Increased percentage of SLA reviews completed on time
  • Reduction in the number and severity of SLA breaches

Control of IT Assets

  • Percentage reduction in number of Configuration Item (CI) attribute errors found in
  • Percentage improvements in the speed and accuracy of audit
  • Reduction in the incidence of unauthorized equipment detected

Support the Delivery of Quality IT Services

  • Percentage reduction in service errors attributable to wrong CI information
  • Improved speed of component repair and recovery
  • Improved customer satisfaction with products and services

Economic Service Provision

  • Reduction in the number of ‘missing or duplicated’ CIs
  • Greater percentage of maintenance costs and license fees within budget
  • Percentage reduction in S/W and H/W costs due to better control

Support, Integration and Interfacing to All Other ITSM Processes

  • Reduced percentage of change failures as a result of inaccurate configuration data
  • Improved incident resolution time due to the availability of complete and accurate configuration data

Improve Service Quality

  • Percentage reduction in repeat incidents/problems
  • Percentage reduction in the incidents and problems affecting service to customers
  • Percentage reduction in the known incidents and problems encountered
  • Improved CSS responses on business disruption caused by incidents and problems

Minimize Impact of Problems

  • Percentage reduction in average time to resolve problems
  • Percentage reduction of the time to implement fixes to Known Errors
  • Percentage reduction of the time to diagnose problems

Reduction Cost to Users of Problems

  • Percentage reduction of the impact of problems on user
  • Reduction in the business disruption caused by incidents and problems
  • Percentage reduction in the number of problems escalated (missed target)
  • Percentage reduction in the IT Problem Management budget

Manage Availability and Reliability of IT Service

  • Percentage reduction in the unavailability of services and components
  • Percentage increased in the reliability of services and components
  • Percentage improvement in overall end-to-end availability of services
  • Percentage reduction in the number and impact of service breaks
  • Reduction in the MTTR (mean time to repair)

Satisfy Business Needs for Access to IT Services

  • Percentage reduction in the unavailability of services
  • Percentage reduction of the cost of business overtime due to unavailable IT
  • Percentage improvement in business and users satisfied with service (by CSS results)

Availability of IT Infrastructure Achieved at Optimum Costs

  • Percentage reduction in the cost of unavailability
  • Percentage improvement in the Service Delivery costs
  • Timely completion of regular risk analysis and system review
  • Reduced time taken to complete (or update) a risk analysis

Strategic Partners

Performance 360 is proud to be aligned with our Strategic Partner network for providing dynamic and critical business solutions for our valued clients and customers.

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