Service Management: Service Delivery

Once the installation is complete (precursor to the actual realization of cost savings, fleet productivity and workflow improvements), the solution is monitored to guarantee that it achieves the agreed performance, using defined service levels and key performance indicators. Processes are implemented to maintain the benefits, by ensuring strict cost containment, reduced IT effort and enhanced user satisfaction.

These processes include:

• Management Information Reporting, including financial and device management
• Account management and Service Level management
• Multi Vendor management, to ensure consistent service levels across the entire fleet and act as a single point of contact for all printing issues
• Availability management
• Capacity and Lifecycle management – to ensure that machines are optimally deployed
• Security and compliance – IT initiatives (confidentiality, continuity and reliability)

New business initiatives for document enhancement are supported and promoted.