Computer Performance International Ltd

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Ensuring Peak IT Performance & Value

Transform the way you manage IT services with our customised Service Management solutions. Whether your platforms are on-premises, in the cloud, or a hybrid, leverage the advantage of Business Intelligence to elevate your service delivery.

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Enhanced Reporting with Business Intelligence

Dive deeper than traditional reporting. With our integration of Business Intelligence, gain interactive, insightful reports that make sense. Our specialised Insights service converts your reports into actionable, meaningful observations, enabling you to make informed decisions swiftly.

Using ITIL® to Deliver a Great Customer Service at Value for Money.

Service Level:

  • Response Time: Assess if customers experience delays in receiving responses to their queries or requests.

  • Customer Retention: Evaluate if prolonged wait times may lead customers to seek services elsewhere, impacting retention rates and customer satisfaction.
Cost Management:
  • Value for Money: Evaluate if IT services provide good value for the resources invested, considering factors such as efficiency, performance and response time.
  • Cost Optimization: Determine if the company’s expenditure on IT services is justified and if there are opportunities to optimize costs without compromising service quality or customer experience.
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Capacity Planning and Service Availability: Optimal Capacity, Always Available, Even in a Failover.

Capacity Planning:
  • Peak Demand Handling: Determine if server capacities are sufficient to handle peak demands without impacting response times.
  • Wait Times at Busy Periods: Monitor if customers experience extended wait times during high-traffic periods, which may affect their experience and satisfaction. 
  • Service Lifespan: Ensure your IT services to meet future demands and remain viable for the organization.
Service Availability:
  • Service Downtimes: Identify any instances where customers are unable to access services due to system downtime or maintenance.
  • Continuous Service Assurance: Ensure services are consistently available to customers, minimizing interruptions and maintaining reliability.
Business Continuity:
  • IT Failure Resilience: Assess if services can continue uninterrupted during IT failures, ensuring minimal impact on operations and customer experience.
  • Backup Plan Effectiveness: Verify if backup plans are robust enough to maintain the same level of customer service in the event of an IT failure, preserving business continuity.

By addressing these key aspects of service management, organizations can ensure they deliver high-quality services that meet customer expectations, maintain operational efficiency, and provide value for the resources invested.

ITIL in Action

FAQ

Using Business Intelligence software removes the need for manual, error-prone methods of combining data from disparate data sources into a single automatic repeatable process. This means that all aspects of ITIL® can be performed in near real time in line with modern devops requirements. Business Intelligence reports are automatically shared with colleagues for the collaboration needed for a devops environment.

Our ITIL® approach is holistic, focusing on pre-emptive measures and scalability. This ensures that even after Cloud migration, the service criteria – from customer response times to costs – remain consistent.

Beyond just monitoring, our strategies revolve around robust business continuity plans, ensuring that even during IT failures, the service to your customers remains uninterrupted.

Client Testimonials

"Website Continuous Testing Interpretation. We provide capacity management/service reporting to a major UK bank, with over 50% of its transactions done online. Although this service was running smoothly with good online response times, the Bank was concerned that some access attempts were being lost due to external access issues. The Bank was monitoring web site availability using a continuous testing engine that continually "ping-ed" their web site. However, the resulting response times were highly variable and they needed help in interpreting this. Analysing their data, we identified several factors that were influencing this: invalid transactions, start of day activities, testing engine issues. By eliminating invalid data, we produced a stable picture of their services. The Bank could identify step changes in client response times that corresponded with software and hardware updates. Identifying and addressing these issues gave their customers an improved and more consistent service."
"Working with the ITIL framework, we have enabled a major UK financial institution to manage their IT costs through major transformation from mainframe technology to open systems. We presented our methodology and successful results at the ITSMF conference in 2016. We continue to work with this same client with their current migration to hybrid cloud technology."
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