Modern Service Management

After go-live, the real work begins. Proven service structures are combined with modern automation, professional Day-2 operations built that proactively prevent incidents and act quickly and in a coordinated manner when things go wrong.

Focus Areas

Incident and Problem Management Structured processes for troubleshooting are established and, more importantly, systematic root cause analysis for permanent avoidance.

Self-Service Support and Portals Knowledge bases and portals are built so users and customers find quick help without waiting in ticket queues.

Service Level Management Service Level Objectives (SLOs) are defined and monitored, aligned with the real user experience rather than just technical server uptime.

Key Data

  • Model: Continuous guidance (retainer) or specific optimisation projects.
  • Deliverable: Service catalogue, operative runbooks and established support channels.
  • Target Group: Companies with business-critical web applications or e-commerce platforms.

Methods

The methods behind this are documented in the Neuland Handbook: