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.

Break down silos

Grounded in an understanding of your goals and operations, our UTSM services helps your organization break down IT and OT silos and establish common and integrated capabilities across teams within your organization.

We begin with a strategy and performance assessment, using our UTSM Jumpstart process to analyze existing operations against our UTSM maturity model with respect to people, processes, and technology. Our maturity model combines an industry-tested ITIL evaluation tool with key areas that impact utility telecommunications operations.

Based on this assessment, we work with you to develop a blueprint for future services, leveraging industry best practices and IT service management frameworks to design a sound foundation. This includes guidance for integrating business processes into existing tools and eliminating redundant tools. This process also defines longterm ownership, continuous improvement methodology, and metrics and tracking tools that provide actionable data for managing your workforce and delivering service to customers.

Finally, we produce a road map for optimizing and integrating operations—and provide any level of support required to implement it.

From greater efficiency to more reliable service

A well-designed technology service management approach consolidates and standardizes tools and processes across your IT and OT operations, eliminating waste and improving workforce efficiency. More significantly, it increases access to vital operating data—data that allows your operations teams to identify trends and issues before they become problems, reduce incidents, and increase service reliability. And that drives lower operating maintenance costs and other strategic goals.

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