• Post-implementation solution support is addressed far before the actual implementation.

• As critical as the solution is to achieving business priorities, systems and personnel need to be in place to ensure that it is functioning optimally.

• Includes having the ability to monitor the solution from a performance, availability, and functionality perspective and ensuring the proactive escalation and resolution of any issues.

• Ensure that the organization understands and effectively handles risks to ensure the ongoing sustainability of an organization and create value for its customers.

• Support the organization’s strategies and plans for service management by ensuring that the organization’s financial resources and investments are being used effectively.

Information Security Management

The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. There is a greater focus on the risks and requirements for effective information security. Failure to address this area with the care, rigor, and diligence required can result in a loss of revenue, market share and customers, integrity, and regulatory compliance. Information security failures are often published into the public domain and can cause huge reputational damage and ongoing trust issues with an organization’s stakeholders. Service providers are to be fully compliant with relevant security and data laws (such as GDPR) and to have the necessary systems and processes in place to maintain the levels of confidentiality required.

Knowledge Management

The purpose of the knowledge management practice is to maintain and improve the effective and convenient use of information and knowledge across the organization. Knowledge is one of the most valuable assets of any organization but also one of the most difficult to identify and manage, this has seen the rise of the challenges around “Big Data. Knowledge is ever-evolving and shifting and as such, need’s constant rigor in terms of the processes in place to ensure it is underpinning the overall capabilities of an originations. Without effective knowledge management, our ability to generate data can outweigh our ability to manage it and this provides the information needed to be efficient in effective in our provisioning of products and services and decision-making. It is important to understand the differentiation between information and knowledge. Knowledge can be seen as the use of information in a particular context. Knowledge management means the right information is provided in the right format and at the right level and at the right time, always in line with access policies, processes and procedures.