London UK and San Mateo, CA, USA â May 24, 2005 â Digital Fuel, the leader in Business Service Management solutions, announced today that Atos Origin, a leading IT services company, has selected Digital Fuelâs ServiceFlow software to manage service level agreements (SLAs) in an outsourcing engagement with a leading UK telecommunications company.
ServiceFlow will enable both Atos Origin and its customer to view actual levels of services being delivered against the levels targeted in the contract between the parties. A web-based portal will display automatically generated performance data in a digital dashboard.
ServiceFlowâs clear and timely reporting will deliver Atos Origin and its customer significant governance advantages over the manual, historical reporting processes so often used in outsourcing contracts today.
"ServiceFlow gives us the visibility and means to assure service quality,"
said Nigel Freeth, Service Delivery Director at Atos Origin. "It means we can quickly identify and address service issues. ServiceFlow also provides a shared system of record, helping us demonstrate customer value as well as collaborate to ensure continuous improvement in service."
According to Freeth, ServiceFlow will report against dozens of Key Performance Indicators (KPIs) drawn up between the parties in a Service Level Agreement (SLA) to define contract service levels. These KPIs include measurements such as whether desktop issues are assigned to the right support group first time, the frequency with which issues are resolved at the first point of contact and the number of software and hardware faults passed to preferred suppliers for resolution. Amongst other KPIs, the proportion of PCs with up-to-date virus protection will be monitored against target and user satisfaction ratings with desktop services will be measured.
"An increasing number of service providers have recognised the value of ServiceFlow for managing services, sharing performance information and building a collaborative partnership with their customers," said Simon Jennings, VP EMEA of Digital Fuel. "Visibility, improved quality, reduced risk and improved customer satisfaction are just some of the many benefits to be won. We are delighted to be working with Atos Origin."
Implementing ServiceFlow has helped Atos Origin win its customerâs support for moving the outsourced desktop service off-site into Atos Originâs central support centre. ServiceFlow will give the customer the visibility of performance they need to feel confident with the move.
Atos Origin selected ServiceFlow over competing solutions based on performance, strong references and the quality of pre-sales support received from Digital Fuel. Atos Origin will deploy the solution with assistance from Digital Fuelâs professional services team.