Outsourcing services focused on managing existing infrastructure and applications
rely heavily on monitoring and exceeding service levels - from Symbyo to clients;
and as well as from client's to their end-users. Hence, the focus on quality in
such engagements or activities is on process improvements more than process quality.
While CMM addresses some of the aspects of IT operations, the primary emphasis of
CMM is software or product quality, or the software engineering process. Hence,
Symbyo' approach to quality tracking leverages best-of-breed methodologies and frameworks
such as Six-Sigma (for continuous improvement and high availability), and ITIL (for
incident and problem management).
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Client-facing Activities
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Illustrative Tools & Methodologies
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· AD/M Outsourcing
· Production Support
· Infra. Managed Services
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· Service-level Monitoring tools and dashboards
· Incident management knowledge-bases
· Remote monitoring and management tools
·
Six-Sigma
for continuous process improvement
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The tools and methodologies work within Symbyo based on defined inputs from clients
or client-facing employees, to deliver software solutions to defined quality goals,
summarized in the table below.
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Frameworks
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Client-facing Objectives
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Typical Client-facing Metrics
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· Six Sigma
· CMM
· ITIL
· ISO 9001
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· Process improvement
· Performance predictability
· Problem management
· Productivity improvement
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· System / Resource Availability
· Incident frequency / Criticality
· Problem Response / Resolution times
· TCO Reduction
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