IT Service Management & SLA Governance
Context
The client delivers critical IT services to European clients in the railway sector. These services require high levels of availability, performance, and reliability, governed by strict contractual commitments (SLAs). To ensure service quality, manage vendor relationships, and structure operational processes, the client relies on Avaliance to oversee IT service operations and drive continuous improvement.
Challenges
The client needed to ensure compliance with SLAs and contractual commitments while maintaining high service availability and performance.
Key challenges included effectively managing client and vendor relationships during major incidents, structuring operational processes, handling client requests efficiently, and continuously improving service quality in a multi-stakeholder, multi-country environment.
Achievements
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monitoring contractual commitments and producing SLA reporting for management
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real-time monitoring of services and infrastructure (servers, networks, load balancers)
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incident management and troubleshooting in coordination with vendors
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structuring and updating operational processes, SOPs, and procedural documentation
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facilitation of technical and business coordination forums and client request management
