In this phase we will provide a high-level assessment exercise which will help the customer identify the IT service delivery areas in the organization that would require the most activity in terms of process management.  This will be based on feedback received in interviews with key players and or main users of IT in the organization.  Areas that would be investigated, include management of service (and service levels), capacity, availability, security, releasing of new software, etc. 

During this phase Pronto IT Solutions will, inter alia, get to understand the requirements, create a charter, identify standards and produce a high level description of customer requirements from a variety of sources. A gap analysis comparing the current service delivery processes and policies with international best standards will also be done. Pronto IT Solutions will also document the customer’s current environment (if any) including support, monitoring and reporting tools and establish a baseline for service delivery.

During this phase the information gathered during the Architecture Phase is used to draft the policies, procedures and quality criteria in terms of people, processes and products, which will define the service levels during the Management Phase. It is also during this phase that the tolerances for the SLA's are determined and agreed. The physical building and set-up of the infrastructure (hardware, software & network) required to deliver the proposed service is also completed.

The is the actual phase where the services, roles, responsibilities and SLA's are defined and the engagement is managed and controlled accordingly. During this phase the team will constantly try to improve  standards, quality, TCO and ROI.