Project Summary (7RQ)
Service Management Knowledge Base (7RR)
This is a project to build a pilot knowledge base to serve a Service Management environment for Gist IT Service Delivery, the service support arm of Gist. That environment is in a state of evolution and migration to maximize utilization of best practice elements of ITIL (IT Infrastructure Library) and similar standards for customer and service management. Those standards are complimentary to international recommendations for process quality and service security. (7RS)
Link to the GIST homepage: http://www.gistworld.com/ (7RT)
Project Details (7RU)
What does GIST do? (7RV)
Gist provides end to end supply chain solutions for customers in the UK, continental Europe, and Asia Pacific. Our business operates in a variety of markets and trades both locally and internationally. Gist can offer the complete range of supply chain solutions from end to end management to customer fulfillment. Gist logistics experts identify and analyze our customers' problems and provide a tailored solution for their business. (7RW)
Gist's key capabilities are: (7RX)
Solution Development (7RY)
From strategic design to operational solutions, Gist combines insight with experience - practical solutions delivering a competitive edge. (7RZ)
End to End Management (7S0)
Gist ensures competitive advantage by acting as strategic guardian of the total supply chain. By combining the latest technology with Gist's expertise to provide end to end visibility. (7S1)
Network Operations (7S2)
Robust, reliable operations across a broad range of market sectors. Gist works in partnership with its customers to add value and provide continuous improvement. (7S3)
Customer Fulfillment (7S4)
From physical stock replenishment and reverse logistics to value add services, Gist provides total customer support. (7S5)
Project Background (7S6)
Gist Service Management KB (7S7)
The Gist Knowledge Base project is part of a wider process review and development program which is assessing the need for new or changed practices and tools. As well as looking at established vendor tools we have been directed to conduct this initial pilot based upon the Protege offering. (7S8)
Our intent is to move quite rapidly and have a tangible model for trial in our specific environment and general service management domains. (7S9)
We have established some helpful contacts with Protege developers and users in the US and in the UK, and are now proceeding with a trial assessment and build. We will be looking at understanding its practical usage, within a service environment, and loading initial service data examples to determine how well we can map onto and harvest its features and functions. The initial foundation work will be done by Rob Langley and Bill Neale, as we have the practical experience of front line service needs/expectations and a technical insight into various service tools, applications and processes used in the managed service markets. (7SA)
As a commercial entity, our primary focus has to be on the service we provide to our customers. So, we are not able to devote a huge effort in providing regular bulletins on the progress of this project, but can be contacted via e-mail (robert.langley@gistworld.com, william.neale@gistworld.com) if required. In such cases we will endeavour to respond as soon and as fully as our "day job" and business environment permits. (7SB)