Consultancy

e-Warehouse are well aware of the complexity surrounding the implementation of a service desk be it a first installation or replacement of an outgrown system.

With various standards and frameworks – ITIL, SOX, ISO20000 and many more to be considered as well as understanding the needs and requirements of the business, the management of 3rd party suppliers of product and services.

A complex matrix that requires defining to allow smooth service delivery.

The services we can provide:

  • Audit/Gap analysis
  • IT policies and procedures
  • ITIL Consultancy
  • ISO20000 Consultancy

Whether you require installation planning, data import or any of the above services our consultants are able to guide and advise you at each step of the way, ensuring the entire process is both smooth and exceeds your expectations.

If you wish to discuss any of our consultancy services with a member of our team or need to discuss any other specific requirements, then please E-mail
oxygen@e-warehouse.com

Implementation

e-Warehouse are the authors of the Oxygen product set, and as such have a deep level of understanding of the abilities and limitations of the application.

Successful implementation relies on creating a configuration within Oxygen which matches the requirements of the Organisations internal business processes.

Having successfully created the configuration, then training system administrators to be able to manage and make changes to the system and giving users the skills required to reduce the implementation time and insure smooth transition to the new system is key.

Oxygen Application Installation

Typical Installation of a perpetual Oxygen license is delivered via remote access to your server, however where this is not possible it will be done onsite.

The installation process includes:

  • Configuration of the Oxygen database on Microsoft SQL.
  • Application Installation
  • System testing

Oxygen Consultancy and Administration Set-Up

As with the delivery of any business application the selection of the product as only part of the overall matrix in delivering a successful solution. As part of the implementation process it is important for us to understand the business requirements and map them into Oxygen.

Typically this process is completed onsite with either project leader or possible additional members of the team, however prior to this we will provide you with configuration documentation to drive the thought process on how best your goals can be achieved.

Stage 1 – Define goals

This initial consultancy is to gain understanding at an operational level what we are looking to achieve.

Stage 2 – Process Analysis

This stage various from organisation to organisation, some have very well predefined and documented processes, others the processes are less obvious but can be defined at this stage

Stage 3 – Mapping to the application

At this stage we start to build the configuration and can be broken down into 5 key areas:

  • Helpdesk System Setup
  • Contracts and SLA’s
  • Organisational structures
  • Data Import
  • Process Mapping

Dependant on the complexity this may be completed in 2 stages.

Stage 3.1 - Basic configuration, following this, the team will work with the system and have continues review which will drive a list of additional requirements.

Stage 3.2 - Typically 3/4 weeks after to “tighten down” the configuration to meet requirements.

Stage 4 – Review

This is to review and agree that goals have been met and look at any additional requirements that may have been identified through the implementation process.