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  7. ServiceFrame Case Study

TEAM International Partners with ServiceFrame
for End-to-End Software Development

Microsoft .NET

The Client

ServiceFrame is an independent software vendor located in Dublin, Ireland. The company has grown rapidly since it was formed in 2009. ServiceFrame’s solutions are recognized as innovative in outsourcing governance.

Serviceframe - Case study - TEAM International

The Challenge

ServiceFrame’s product suite is targeted at Suppliers and Customers who desire to establish Service Level Agreements to measure outsourcing relationships. ServiceFrame is SAAS solution delivered in a public cloud environment. The Product provides an ability to create, manage and track SLAs to monitor the operational aspects of a customer/supplier relationship. It allows organizations to assess the performance of service providers against the set of governance criteria without bias and without interpretations. Empirical data is used to monitor the health of the relationship. The System delivers insight, supports decisions, and is a transparent way to view process success criteria and where an organization is meeting objectives. A major differentiator compared to other marketplace products is easy accessibility and 24/7 availability. ServiceFrame’s product suite has complex business logic and provides a sustainable solution to track the service quality.

Scope of Project

TEAM performed end-to-end software development including analysis and design, development and QA & testing.
Goals of the engagement included:

• Improving streamlining processes for user administration and user management.
• Integrating of new features of measurement analysis, data collection and metrics reporting.
• System refactoring to improve the speed of operations and overall system performance.

The Solution

ServiceFrame sets new standards in services governance. Applying new principles, ServiceFrame helps business to improve performance levels and customer satisfaction with their service providers. Real data support analysis and decision making is assured with ServiceFrame. TEAM was involved to support SeviceFrame’s standards and improve
the existing processes of data collecting, analyzing and reporting by integrating new pieces of components. In addition, TEAM integrated new features into the User Administration part of ServiceFrame and increased the collaboration work between client and service provider. Many parts of the code were reengineered to heighten the performance of ServiceFrame procedures and operations.

Result

TEAM integrated new features into the User Administration console and improved the processes of measurements analysis and calculation and reporting. TEAM developed new structures of data representation in the form of multiple hierarchy data view, increased the performance of application from more than 12 seconds to 4,5 seconds for loading the main page with the maximum number of records.