IT processes to support service management
Challenge
- Positioning as a Smart City leader through the implementation of advanced service management practices;
- Definition of service management processes and a service catalog;
- Alignment between operational metrics and business metrics;
- Definition of the future integrated service management architecture.
Project Profile
- Creation of an internal service catalog, supporting the approval process and strengthening contractual management practices;
- Objective of improving the ability to measure response and resolution times for business requests, promoting operational efficiency and transparency;
- Use of reference technology for monitoring and continuous improvement of the services provided.
Technologies
- OpenText SMAX