OSS Systems Design & Integration

Operations & Automation

Business Service Management (BSM) represents a new beginning for IT Management. It is a new state of mind for IT players to present themselves in the near future. The global pressure to reduce IT costs has taken from it the liberty that once had to think as a standalone entity inside the organization.

The existing reality meant that the financial justification to invest in specific solutions or methodologies was unable to justify it's ROI. Also, freedom to choose and decide the strategic path taken by the IT was not always driven by the expected business outcome, but by technological incentives and trends. This has lead to a lack of synchronization between the IT and the business agenda. Different languages have always been a constraint in terms of communication between the IT and the business.

The expected benefits that can be derived from a Business Service Management initiative are often very hard do identify and to measure properly. Changing in a fundamental way the day to day reality is a very slow and grueling process. Nevertheless, there are critical and clear results to show if the organizational commitment is resilient:


 The simplification of the OSS architecture

 Reduced overhead in monitoring and management activities

 Unified language to identify, change and implement IT Monitoring and Fault Management goals

 More focused and objective oriented teams and activities

 Increased focus of teams on objectives and activities necessary to ensure reliable service excellence

 Increased awareness and responsiveness to business objectives and challenges.



The context in which IT operates is changing, new technological solutions and paradigms, such as cloud computing, have created new challenges. The context in which IT departments operate will require more automated delivery and more strategic planning, where resources need to be maximized. The challenges include:

 The increasing dependency of organizations on IT services

 The inconsistent quality of service delivery

 The increasing pressure to cut down IT costs

 The increasing IT service complexity and responsibility fragmentation of the service delivery chain

 The speed with which IT departments need to adapt and respond to new business trends and requirements.

HAKKEN's approach focuses on the company's goals and objectives. It is fundamental to identify what helps the IT increase it's value delivery chain to the business. We help defining a purpose for IT Operations and IT Management with an innovaive methodology:


 Understand and represent each service in business and technical terms, building an automatic and up-to-date service model that can cope with any kind of change that might occur

 Predict customer behavior and satisfaction by looking at information and metrics provided by the production and management infrastructure

 Aggregate and present information from all silos of the IT domains, as if they belonged to just one organization

 Automate monitoring, operational and remediation tasks, freeing people to be focused on added value activities

 Measure the IT contribution to the business objectives and results and act on these measurements to rapidly provide new solutions and increased service quality.