On Demand Assist - for Change Management

At PNMsoft we have introduced the next generation of technologies to assist Systems Integrators and Project Management Offices with easy to use power technology to aid CHANGE in a Service Management culture. We call this On-Demand Assist®

Why specifically for change management?
We know that any enterprise that requires the delivery of complex solutions struggles for consistency in approach and up-to-date information in whether being delivered by their chosen systems integrator or from their own project teams. We have also observed the following:-

• Manual change request processes can result in missed SLAs
• There is inconsistency around processes to manage the relationship and collaboration between the project team and the client
• There is typically a Lack of single-point of truth around PMO office infrastructure to support the ongoing changes to requirements and projects
• A client can lose opportunities and potential revenues
• Requests for Change, are mini projects that once delivered provide the benefit to the client and more revenue for the System Integrator
• A Systems Integrator may lose significant margin due to missed SLA’s
• Long-term Contracts may be under risk due to customer dissatisfaction
• There is some inconsistency around the governance of change environment which may put the client at risk with regulatory controllers or even their own auditors

On-Demand Assist® Provides business managers with dashboards about performance of a business process. The performance monitoring and subsequent simulation modelling allows for the optimisation of service levels. It is also an effective way to share understanding with a client about the goal and the SLA. The provision of Dashboards for business managers is an effective platform, to create a shared understanding and ownership for services and effectively they become partners in a service delivery culture. The dashboards will reflect the value and status of the change requests enabling the account director or the PMO manager to take decisions and remove bottlenecks while bringing forward revenues and taking operational decisions to increase the PMO’s efficiency.

On-Demand Assist® utilises interactive forms with integration into existing systems to minimize entry errors and user frustration. This is achieved with technology that will assist in make better decisions by managing the content and processes that drive your business. Tools that enables the full-spectrum of connectivity needed to simplify your critical and everyday decision-making tasks; with powerful options to enable users the maximum flexibility in taking an existing business process and converting

On-Demand Assist® is an easy-to-use, flexible workflow template allowing the Project Office to customise business processes and provide compliance for service level agreements (SLAs). The user interface has a familiar Microsoft® ‘look and feel,’ enabling users to immediately participate as business processes interacting with people through Outlook, SharePoint and communication enabled business processes. On-Demand Assist®

The RFC process is a popular process because both project office and client benefit from efficient and automated workflow to manage the ‘business process’ of the service tasks spanning people, departments and systems. This removes the need for personnel to manually handle requests – these savings alone provide the hard $ ROI to justify the entire RFC. A series of immediate benefits can be achieved by RFC automation.

The goal of On-Demand Assist® is to underpin a Service Management framework with technology that interacts continually between the client and the outsourcer

• Improve customer relationships and trust
• Drive more effective communication between IT and its business counterparts
• Enhance productivity and operational effectiveness by automating service-level reports and alerts
• Prevent service breaches and business impact by quickly finding and fixing IT issues, including in-depth root-cause analysis
• Increase service quality by automating proven Six Sigma techniques and integrating IT Infrastructure Library (ITIL) processes.
• Ensure service availability
• Deliver visibility across your SOA
• Automatically respond to changes
• Improved management through clear reporting
• Time saving through automatic notification of reviews required and status changes
• Streamlined involvement of staff and external suppliers through simple web interface
• Increased control through ownership and full audit of the change process
• Decrease in human latency for mission critical environments

About PNMsoft

PNMsoft was founded in 1996 by experts in human workflow processes and specializes in Business Process Management (BPM) and Workflow Automation solutions for business users. The company is a multi-national enterprise with its headquarters in the UK and a global network of business partners and associated offices.

PNMsoft is noted for looking beyond pure software issues, towards concerns such as customization and fast ROI.
The company has forged close and long-standing partner relationships, particularly with Microsoft, which has appointed it a Microsoft Gold Certified Partner. PNMsoft is also a member of the Microsoft Business Process Alliance.

For more about On-Demand Assist, contact us or request our data sheet