Standardize information technology and operations technology processes, tools, and metrics to improve efficiency and reduce operating and maintenance costs

Enabling efficient grid modernization

For many utilities, long-established habits of solving issues with tools rather than rules has led to a proliferation of disconnected processes and technologies. That, in turn, translates to overburdened technology staff and lack of consistently applied processes —and ultimately higher operating and maintenance costs.

For most utilities, technology service management has been the exception rather than the rule—but that is changing. Grid modernization and automation plans spotlight the need for standardized processes and tools for monitoring, managing, and controlling critical information technology (IT) and operations technology (OT). Without common approaches for managing technology across the business, your utility may find itself spending excess time and money resolving issues caused by disparate processes and tools—not only limiting efficiency but also potentially hindering the path to grid modernization. 

  • Are your business partners satisfied with the level of service you are providing?
  • Have you built your support organizations around a proven framework such as ITIL/ ITSM, FCAPS, or eTOM? 
  • Does your organization manage to metrics that allow you to identify “pain points”?

A better-coordinated approach for managing technology services

We have many years of experience working with a wide array of utilities across the United States to implement field area networks and back-office IT systems—experience that has provided us visibility into common “pain points” in running key aspects of a utility’s business.

To address those pain points, we created a utility technology service management (UTSM) solution that blends:

  • Strong ITIL/ITSM acumen
  • Wide-ranging utility telecommunications and grid-modernization experience
  • Infrastructure and security expertise
  • Substantial utility operations experience
  • Deep experience designing and executing technology solutions to reduce risk and drive benefits internally and externally

The result is an agile framework that we use to help utilities align their telecom and corporate IT organizations across the areas of people, processes, and technology. It provides standard processes, tools, and metrics that maximize workforce efficiency and reduce O&M costs. The customizable UTSM toolkit includes sample documents and templates that we update continuously based on best practices and hands-on experience across the information and operations technologies that run today’s utilities.

Click below to read the complete solution brief.

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