Hagrid Solutions

a pragmatic approach to achieving IT best practice operations...

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Support Services

Hagrid Solutions provides a simple, fast, support engagement model for customers.

The core elements of the process are;

  • Ticket Logging (Self Service or Email)
  • Escalation and Notification
  • Response and Resolution
  • Closure and Review

Nominated customer support personnel are defined in our support system and are able to create and monitor Incidents (and associated Problems) and Requests.

Service targets are applied to all tickets and Hagrid support personnel actively work to achieve those targets and to keep you informed at all times via updates to the logged support tickets.

Hagrid Support - Typical Incident Commitments
Hagrid Support - Typical Request Commitments
Hagrid Support - Process Flow

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The Diplomat – Service Integration & Management (SIAM)

making the world of integrations, work better for people

We believe that the future of providing successful multi-sourced or outsourced services eco systems has to be focused on the outcomes and ensuring that these relationships work better for people, not in win/loose or loose/win behaviours and objectives.

The Diplomat - Downstream Effects
The Diplomat is taking on the challenge
Business Benefits

For more information...

Detailed slidepack including Customer Use Cases...

Contact us to arrange a discussion about your integration needs...

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Service Management Assessment

Service Management Assessment (SMA): Assess your organisation's current IT Service Management capability/maturity.  SMA covers Process, Technology and People, providing an assessment of both the current capabilities to support existing business needs, and future business requirements. 

The scope of this assessment will include:

  • The ITIL Processes;
  • The Technology supporting Service Management processes currently deployed;
  • The Organisational culture and its capability to support an IT Service Management strategy.

The key deliverables of the assessment are:

  • Develop an IT Service Management Vision (identifies where you want to be) and Strategy (defines what needs to be in place in order to achieve the vision and when) relative to underpinning strategies and business objectives.
  • Develop an Implementation Roadmap (describes how to get there) that defines the work to be completed to achieve the IT Service Management vision.  This Roadmap is based on the business priorities and describes at a high level the process, technology and people initiatives needed, along with their sequences and interrelationships, to implement the organizations vision.
  • Define Service Improvement Initiatives: Outlines each of the tactical solutions defined in the IT Service Management roadmap. Covers items such as scope, objective, deliverables, timeframe and relationships to other initiatives.

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Rapid Process Deployment

Our Rapid Process Deployment approach is a best practice approach to developing an ITIL-aligned Service Management capability.  This activity is a proven approach developed by Hagrid based on many years of successfully implementing ITIL processes.  The benefit it brings to you is being able to leverage a set of core ITIL based processes and technologies that have worked successfully in other organisations and are tailored to suit your specific business requirements. This approach dramatically reduces development and build time and delivers practical processes and tools that work.

The deliverables of the Hagrid Rapid Process Deployment approach include:

1.      Process Policy, Flow Design, Procedures, and localised Standards - The High Level process policy and flows are clearly documented in a visual format.  The procedures are then documented, demonstrating the inputs and outputs and the activities that occur within each step.  Localised standards and rules are completed when the process is implemented and tool configured to support it.  These documents would form the basis for detailed work instructions.

2.      Roles and Responsibilities - Clearly defined roles & responsibilities associated with each of the ITIL processes will be defined.

3.      Reporting & Metrics - In order to manage a process effectively, metrics need to be defined to provide information to the Process Owner on the level of compliance to the process, the efficiency of the process and the effectiveness of the process.

4.      Technology configuration and implementation – Develop and configure the Service Management Product suite, including Reporting, to support the process specific needs and rules of the business.

5.      Education Services – Develop and deliver localised process and tool training to User communities.