Support

The initial deployment of your automated Service Portfolio Management solution is more than the completion of a successful “project”; it signifies the beginning of a critical “asset” to your organization.

In order to ensure that your solution continues to provide optimal business value to the enterprise, the on-going maintenance of your portfolio and service management applications require consistent, reliable management. The ISM Solution Support Center can provide that solid foundation of consistent, reliable system maintenance and support.

• Services
• Support Philosophy
• Value Proposition

While you focus on your strategic business objectives and supporting your enterprise, ISM can focus on the care and management of your Governance applications and roadmap. Our professional support staff is backed by industry-leading, senior consultants and solution architects. ISM offers several support model coverage options to fit your needs and budget. ISM works with your internal team and product subject matter experts to ensure we understand your unique environment, and together we determine the proper level of support, coverage, and escalation procedures to ensure transparent support for your end-users.

ISM governance support can be expanded to include other value-added services such as: training, IT business process consulting, governance assessments, and roadmap development and/or alignment.

Services

The ISM Solution Support Center offers the following support services, currently focused around HP’s Project & Portfolio Management suite of applications:

• Application specific support (based on an ITIL v3 foundation)

  • Incidents and problems -- "My request is 'stuck' on hold"
  • Standard service requests -- "Please add a new Resource Pool"

  • Non-standard service requests -- "Would like to modify our Proposal workflow"

• Enhancements/internal release support

• Product upgrades, including migrations to PPM 7.x+

• “Bridging the gap” between your Help Desk staff and HP Support by serving as your advocate and technical point of contact with HP.

From simple user account maintenance and administrative tasks to Level 3 break-fix, architecture, and IT process consulting, ISM is your one-stop-shop for end-to-end Service Portfolio Management solution support.

Support Philosophy

Our highly-skilled and experienced support resources are trained in process consulting and a wide-array of Service Portfolio Mangement solutions. In other words, the ISM Solution Support Center is staffed by consultants – not technicians. From our “front-line” support staff to our industry-recognized governance and service management architects, we hire and retain only the best of the best when it comes to IT consulting and support.

Our unique support model, leveraging high-caliber, experienced resources versed in ISM’s proven IT business process methodologies, provide consistent, repeatable results everyday.

Value Proposition

Since 1991, ISM has been working with corporations to improve Information Technology (IT) strategy, performance, and alignment with the enterprise – particularly around governance. Our Tampa, Florida based Support Center brings the same rigor and understanding to supporting your governance solutions as we do helping you run IT as a business.

The benefits of leveraging the ISM Solution Support Center include:

• Immediate, consistent professional support, maintenance, and management
• Documented standard services, support processes, and SOPs
• Optimizes PPM investment
• Improved chances for long-term application acceptance
• Low-cost, high-value solution
• Foundation for long-term governance success

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