Service Engagement Management. Insight shall: ● Perform all activities associated with IT service governance, process improvement, Client relationship and understanding the Client’s business needs. ● Participate in the State’s Continuity of Operation / Continuity of Government planning exercises upon request, to include, but not be limited to, providing information concerning the State’s Endpoint Device fleet, participating in desktop exercises, or otherwise assisting the State in disaster recovery planning activities upon request. ● Participate in recurring technology change management meetings as directed by the State. ● Develop roadmaps and solutions to resolve the business needs, manages the implementation of the roadmap or solution, and measure the outcomes by utilizing: o Operations/Issue/Risk Mitigation - Risk impact, which involves identifying and evaluating the consequences of risks taken or avoided; o Change/Problem Management - Communication effectiveness, which involves examining customer feedback, and gauging customer satisfaction and awareness; o Implement tuning activities to make the most efficient use of existing resources; ● Provide and manage: o SLA and financial reports to the client and stakeholders on a frequent basis; o Documents any action items that result from the review meeting; o Internal and external communication with results of the client meeting(s), ensuring that any issues are analyzed, That a resolution is developed, and that resolution implemented as an improvement.
