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SilverStorm Services are comprehensive, yet flexible, providing the support you need to design, deploy, and manage your enterprise.

Any complex project related to service infrastructure, requires vision, planning and precise execution. For today’s business objectives, company initiatives to ‘cut costs’, ‘create efficiency’ or ‘improve service levels’ often become complex projects that demand the focus of the entire team. Whether you’re building an entirely new solution, or transforming an existing one in order to improve the way you run your business, the right resources are essential to staying on course and achieving these critical objectives.

 

  • Consulting
  • Support
  • Training

Consulting

 

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SilverStorm Consulting Services are based on the delivery of “operable” enterprise service management unifying “People”, "Process” and “Technology”. Our solutions adapts to business drivers and market trends as well as focusing on resolving the real-life problems that our customers face on a day-to-day basis.

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PEOPLE: many, many projects designed to improve business processes fail. This happens because project leaders do not know or do not have access to all business requirements, or the requirements themselves keep changing or are inaccurate. SilverStorm mitigates this risk by allowing businesses to determine, collect, manage, and leverage all their requirements involving people, processes, and technology in a real-time, accurate, and easily accessible format. What do we see as being critical?

Business partner: if a company's employees and customers are happy with its approach to technology, then its shareholders are likely to be happy, too. We can take simple measures to make sure that all stakeholders appreciate their investments and understand how being tech savvy can improve brand perception.

Deliver better business solutionsSilverStorm helps our customers work with their stakeholders; involving them directly in the preparation of business cases, defining the requirements and scope of any project. We enable our customers to deliver more value to the business.

Reduce costs: our "operable" approach identifies waste and inefficiencies, reducing the cost of the business processes. Our customers work from accurate and complete information permitting the capture of all the correct requirements at the first attempt; we provide efficiencies to our customers by sharing and reusing the information from project to project.

Satisfy stakeholders: sustained focus on stakeholder satisfaction is the foundational principle of governance. We actively demonstrate how the stakeholders' needs are mapped and incorporated into the business goals; this increases buy-in and participation. Our customers involve the stakeholders throughout the entire project lifecycle.

Achieve successful outcomes: everybody wants to see successful projects being delivered; we achieve this by prioritizing the requirements and by quickly delivering functionality that will save time and money. SilverStorm incorporates best practices into the projects avoiding reinventing the wheel over and over. We permit our customers to define and share goals, requirements and scope with the business so that everybody understands the expectations.

PROCESS: process-focused efforts can be effective if there is strong buy-in from the business. More often than not, this motivation is there if the objectives are to reduce costs, increase revenue, comply with governance, or increase satisfaction. SilverStorm focuses on these four areas when designing and delivering processes. Our interaction with "People" ensures that our customers involve the stakeholders from the affected business units in order to combine efforts and maximize cost-effective delivery. Based on our experience, the best processes are the ones that are straightforward and have a minimum of exceptions.

At SilverStorm we understand our customers' requirements; we specify the value of the process based on these requirements; we will identify the steps to include in the process effort, eliminating whenever possible the steps that don't create value. Our delivery permits the customer to enter into a state of production in short periods of time, significantly reducing the overall cost of the project as well as having immediate positive impacts on IT productivity.

TECHNOLOGY: it's safe to say that that in the current economic climate the only the projects that will be given the green light are ones that provide tangible benefits such as cost transparency, demonstrable value and that are agile. The increased expectation is something that SilverStorm had anticipated and that is why our portfolio has been very carefully selected in order to meet these critical parameters. The pressure to “deliver more with less”, increased business demands on service delivery and compliance and the increased complexity of the infrastructure, only mean that the challenges the products face are going to keep getting bigger. We continually demonstrate with our customers that our portfolio is ready for these challenges.

CONTINUAL IMPROVEMENT: once we have combined “People”, "Process” and “Technology” we then focus on the principle concept of "continuous improvement". Having identified value and removed inefficiencies, we then enable our customers to continue working with the solution; starting the process from the beginning in order to assertion what further improvements can be made to achieve a state of perfection. Our flexible solutions allow for an "operable" enterprise service management.

Support

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Bridging the Gap

In an ideal situation all of our customers would be operating world-class service operations without the need for any external resources or assistance to support their People, Processes and Technology. However we don’t live in an ideal world.

Everybody sets out on the road of Service Management with high expectations and important deliveries to make. Unfortunately, there are many obstacles on this road - lack of budget, lack of skilled resources, impossible objectives, lack of business collaboration, stubborn suppliers, an ever changing product landscape and badly designed processes are all challenges that are customers face. Companies that ignore these risks fail to deliver Service Management.

SilverStorm Customer Services main priority is to bridge the gap between the expectation and the reality of the Enterprise Service Management practice. We help our customers mitigate risk.

Credibility and Collaboration

In today’s corporations, 75% of business priorities depend on technology. The modern CIO has a critical role in guiding business initiatives through technological innovation. The CIO ‘collaborates’ with the business from a position of authority. In order for the CIO to be seen as a credible source, the IT Department must maintain high customer satisfaction. If they don’t, the collaboration is just a castle in the air.

SilverStorm Customer Services build and maintain credible Enterprise Service Management solutions that operate successfully as the ‘touch-paper’ of IT.

Zen Service Management

The old ways of you telling us what has gone wrong and what needs fixing does not help change the customer's perception of a failing service management operation, in fact this normally only serves to compound preconceived ides of a poorly focused service. The new relationship must drive continual improvements, never stop at setting high standards and must above all else be measurable and accountable in the eyes of the business. Everyone directly or indirectly involved with the service needs to aspire to success.

SilverStorm Customer Service is focused on ‘real Service Management’ with a commitment to continual improvement. Innovation for innovation sake gives zero return; our commitment is to increase productivity, increase satisfaction and manage costs. We leave the theory behind to concentrate on the real life situation.

 

Training

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Achieving the right outcome begins with a solid foundation. SilverStorm offer training solutions designed to match customers' skill levels, learning styles and schedules. A comprehensive catalog of instructor-led and virtual classrooms provide our customers with essential hands-on experience. SilverStorm is a ServiceNow Authorized Training Partner®.

Advantages: provide the customer with the knowledge they need to design, configure and maintain their investment, and give users across the business the skills they need to work productively from the start. Additional benefits include:

• Expand:

o Increase product adoption to maximize value
o Develop a strong skill set to drive results across the business faster

• Learn:

o Get hands-on experience through virtual or public classrooms
o Demonstrate effective mastery of Solution and best practices with certification