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Monitor Relationships, Diagnose Gaps, Prescribe Solutions -- Automatically!
Failure to deliver consistent performance as expected is the definition of poor quality and low value. Quality and value concerns expressed by customers arise from workflow issues within producer organizations -- something traditional tools do nothing to resolve. Compliment your existing tools with BSM-NOW to improve quality and value by identifying and resolving these delivery problems.
BSM-NOW is an easy-to-use, on-demand solution designed to discover the reasons for I.T. quality and value failures by monitoring and diagnosing delivery gaps in the Service Lifecycle. ClearOps SW™, BSM-NOW's delivery assessment offering, is modeled after proven frameworks such as ISO-15504©, CMMI-SVC©, ITIL©, and ISO-20000©. It benchmarks what is occurring in the producer organization and highlights problem areas.
ClearOps SW lets you zoom into any aspect of the Service Lifecycle to assess and diagnose delivery issues from a life cycle perspective. ClearOps SW identifies workflow issues quickly and accurately and creates a "to-do" list of tasks so you can start resolving issues. Please explore the diagram below to see how BSM-NOW can help you.
The BSM-NOW platform analyzes service delivery from a human vs. a technical point of view, pinpoints service quality faults, and shows your how to fix them. The BSM-NOW Platform is an on-demand Web 2.0 application used by SaaS providers to offer better Quality of Experience than their competition. Automated, easy-to-use and powerful Customer Quality of Experience (QoE) diagnostics assure your service delivery meets customer quality and value expectations. Learn more about why you need BSM-NOW.
Samples
When to Use BSM-NOW Delivery Assessment
Use BSM-NOW delivery assessment:
- After detecting a quality failure using ClearQual SW™
- To discover root cause of service failures
- For benchmarking producer capabilities
- To develop an understanding of how you perform against historical measures
Why to Use BSM-NOW Delivery Assessment
Measure change over time:
- To baseline organizational performance against investments made or planned
- Fully understand the connection between service quality and improved process discipline
- Quantify and validate the impact of technology investments
To proactively manage producer capabilities toward:
- Higher quality
- Increased profitability and cost controls
- Decreased risk
- Sustained differentiation
- improve business processes
Key Delivery Assessment Features and Capabilities
On-demand model:
- Assess delivery when you need too, as often or as frequently as you need
- Pay only for what you need and use
Understandable, comprehensive, and actionable results:
- Dynamically produces context-sensitive "to-do" lists for managers
- "Fast" and "diagnostic" data collection modes for increased flexibility
Organizational assessment based on proven management concepts such as those found in:
- ISO-15504©
- CMMI-SVC©
- ITIL©
- ISO-20000©
20 gap analysis options -- measures the four (4) gaps of the Service Lifecycle...
- Knowledge -- Gap 1, the difference between consumer expectations, and producer management understanding of consumer perceptions
- Standards -- Gap 2, the difference between producer management understanding of consumer perceptions and documented quality specifications
- Performance -- Gap 3, the difference between documented quality specifications and actual delivery
- Communications -- Gap 4, the difference between actual delivery and external communications and promises to consumers
...across the five (5) dimensions of service quality:
- Reliability -- performing dependably and accurately
- Responsiveness -- reacting quickly and positively
- Assurance -- the level of safety and confidence felt when working with the application, service, or producer.
- Empathy -- access, communication, understanding or knowing the consumer and making consumer needs top priority.
- Tangibles -- how well the physical aspects of the application, service, and producer meet expectations.
Detailed, easy-to-understand analysis and reporting:
- Track capability and performance
- Generate standard reports and charts as well as have access to raw data
- Drill down into specific problem areas anywhere in the Service Lifecycle
Screen Shots
Gap Analysis wizard (Shown Below)
Figure 1 (above) shows how to find and fix causes of service quality failures. The gap Analysis Wizard Dialogue is an interactive graphical tool. Simply click to analyze each each to resolve service quality failures. It uses color to represent status. If the object of the gap analysis (service or service dimension) falls below requirements the gap five block will be red. If quality falls within acceptable limits the block will be colored green, and if quality exceeds requirements the block will be colored yellow. Note the bold text directly above the graphic indicating whether you should consider carrying out remediation activities. More about this topic.
Click to see the full gap analysis.
Gap Analysis Results (Shown Below)
The figures above show the results of an internal assessment ofthe "Service Strategy Gap", and specifically for the Assurance dimension of the service named SAP. A BSM-NOW prescription is a quality improvement program implemented by a service provider in the form of instructions that govern the plan of action for a service quality failure. Prescriptions may include actions to be performed by a managers, staff, users, or other stakeholder in service delivery and consumption. Note the actionable and specific nature of the TODO list -- created automatically after collecting responses from appropriate provider staff. More about this topic.
Click to see the full gap analysis.