Services Coverage and Process

Our services cover the complete IT lifecycle. We follow a consistent, structured, and predictable foundation for IT service management, with standardization in place for common processes to manage, plan, deliver, and support. With an integrated service management approach, Nile.Com team of professionals has a clearly defined guidance for maintaining our customer's IT services.
IT Services Planning and Scoping Phase

Our experts work closely together with customers' IT teams to determine the type of valuable IT services' delivery which will enable the organization to succeed.

Doing that requires:

  • Understanding the business strategy and requirements and how the current IT services support the business;
  • Understanding what reliability means to this organization and how it will be measured and improved, as well as reviewing and taking action to improve the current state where needed;
  • Understanding the organization's policy requirements and how they affect the IT strategy.

The goal of this phase is to make the right decisions about IT strategy, design, plan and the project portfolio, ensuring that the provisioned scope of work and services has attributes and outcomes that are:

  • Valuable and compelling in terms of business goals;
  • Predictable and reliable;
  • Cost-effective;
  • In compliance with policies.
IT Services Delivery Process

The primary goals of our process are to ensure that IT services, infrastructure and security projects, or packaged product deployments are envisioned, planned, built, stabilized, and deployed in line with the organization's requirements and the customer's specifications.

However, the customer needs' determination phase is the main driver that paints the detailed picture of what the end state of project's scope would be, what are its underlying processes and how project stages will look like. Ultimately we conduct our services delivery process as per the following methodology.


1. Discovery and Envisioning Phase


During this phase, we:

  • Capture the business and technical needs and gather detailed requirements;
  • Congregate information to understand the existing environment;
  • Compile and analyze gathered information for planning.

2. Project Planning Phase

During this phase, we:

  • Prepare a functional specification and solution design;
  • Develop work plans, cost estimates, and schedules for the deliverables;
  • Obtain agreement from the project team, customer, and stakeholders stating that:
    • All interim milestones have been met;
    • The project master plans reflect the customer's needs;
    • The plans are realistic.

3. Build and Configure Phase

During this phase, we:

  • Build a solution that meets the customer's expectations and specifications as defined in the functional specification record;
  • Build the solution in line with the customer's specification, so that all required features are complete, and the solution is ready for external testing and stabilization.

4. Stabilization and Optimization Phase


During this phase, we:

  • Conduct products integration and maturity reviews and apply required configuration;
  • Release the highest-quality solution by performing thorough testing and validations;
  • Resolve all issues found as a result of testing and validations feedback.

5. Deployment Phase

During this phase, we:

  • Deploy and roll-out a stable solution to the production environment and stabilize the solution in production;
  • Prepare the operations and support teams to manage and servicing to the solution respectively;
  • Successfully transfer the solution from the project team to the operations and support teams.
IT Services Operation Management Phase

The goal of this phase is to ensure that IT services are operated, maintained, and supported in a way that meets business needs and expectations

The service management functions in this phase may be performed simultaneously throughout the other processes to create the outputs of this specific phase.
IT Support Service Phase

The goal of this phase is to focus on what to do after the services are in place, and after their successfully deployment, ensuring that they are truly operating is such a way to meet business needs and expectations.

What becomes our top priority is to ensure that deployed services are operated, maintained, and supported in line with the service level agreement (SLA) targets agreed upon.
Empower your Cloud Transformation - Event
Wed, 2015-11-25
Smarter IT through End-User IT Analytics – Nexthink Solution Event
Mon, 2015-04-20