Assessment
The provider concluded from its initial assessment that they would need to bring on more skilled talent to assist in developing workable designs for its China development team based on the new client’s requirements. With a penalty assessment on late Service Level Agreements, the HP Service Manager Service Level Management module was an important focus on the needs of the design team. The provider concluded that it needed to find a resource that had knowledge of the Information Technology Infrastructure Library (ITIL) and that could build critical enterprise solutions around HP Service Manager.

Implementation
SmallCart Systems provided one of its senior level technical consultants to assist in the design effort of the Service Level Management modifications for the new telecommunications equipment manufacturer. SmallCart developed the design of a solution that calculated Service Level Agreement Elapsed Time based on schedules that were maintained by field offices across the Americas, EMEA, and APJ. The solution had to take into account holidays and different time zones across many different countries as well as 3 major languages: English, French, and Mandarin. This solution was then distributed and explained to the development resources based in China. Regular intervals of the development lifecycle took place in implementing this solution, and it became a part of the first release for the major telecommunications provider. Also, the solution was built in such a manner that it would not impact the other shared organizations utilizing the IT Service Management tool for their helpdesk tickets and incident management processes.

Results
The technical resource at SmallCart was able to augment the provider’s existing staff in delivering the solution for its new customer. Through the collaborative efforts between the SmallCart resource and the provider’s China development resources, the module was implemented in approximately 2 months as opposed to other development efforts that typically took between 6 to 10 months to implement. Through the aid of SmallCart’s existing staff, the provider was able to develop a solution that met the needs of its new telecommunications manufacturing client and that provided a foundational base for the future service desk infrastructure of the managed services program.