Beyond the Static: IT Service Management for a Changing World

In response to an ever-evolving landscape shaped by mergers, SaaS acceleration, rising security and AI challenges, Asiera’s MIS Service Management function offers high-quality service delivery, improved customer outcomes, and optimized operational efficiency to help our Higher Education and Research clients navigate these changes.

The MIS Service Management Team continually traverse this Service Management Lifecycle where at any one time, a client or clients and one or more of the MIS applications is undergoing some aspect of transformation. This lifecycle involves all stages of a client’s service experience, from Contracts & Procurement, through to Project Management and the ongoing Service Operations.

The Asiera MIS Service Management team manage the services for the five key pillar systems in use by both staff and students on behalf of our Higher Education and Research clients in accordance with Asiera Framework Agreements.

The service ecosystem involves Asiera, our clients and suppliers working together to manage and maintain the core MIS applications. The MIS Service Management team orchestrates the ecosystem, ensuring stability, compliance, and smooth service management across all functions throughout the lifecycle of the service. These services are delivered across 3 functions, Service Liaison, Service Delivery and Service Transition who carry out key responsibilities such as client advocacy, supplier management, SLA monitoring, contract management and project to business-as-usual transition.

Our unique service offering is client focused, with Service Liaison Officers (SLO) assigned to each MIS application. The SLO is the main point of contact between the client and the Service Management team. The Service Liaison Officers are SMEs, assisting clients to fully maximise the product footprint, facilitating peer to peer knowledge sharing through user groups and discussion forums, facilitating change management and advocating with the supplier on behalf of the client. The Service Delivery function takes on the responsibility of managing the MIS suppliers on the client’s behalf, ensuring SLA adherence to contracts, compliance with security & GDPR, auditing and monthly service reporting. The Service transition function takes ownership to ensure all client projects are successfully transitioned into business-as-usual support. This function also tracks SaaS releases, service portfolio and client onboarding.

This presentation will show how Asiera lead with a dynamic service approach, driving transformation, while providing a safe and supportive environment for our clients.