Support & Maintenance

Framework Overview

Our Delivery Framework will guide the implementation through a controlled, well-managed, visible set of activities to achieve the desired results.

Projects bring together resources, skills, technology and ideas to achieve business objectives and deliver business benefits. A good delivery framework will guide the implementation through a controlled, well-managed, visible set of activities to achieve the desired results.

Based on many years of experience, i4BI built up its own Delivery Framework supported by proven templates and tools.

 ‘Behind the scenes’ we have developed a complete toolkit, including an exhaustive list of activities, tasks, deliverables etc. which might be needed to deliver your solution. During the Discovery stage we will go through all possible scenarios and deliverables and create a project plan that fits your needs. To support this, we are happy to provide our customers with a set of templates which are proven to be professional, at the right level of detail. In summary, you – as a customer – do not have to worry about how to deliver your solution successfully. i4BI does that for you!




During the Discovery stage, we go together with our customer through all the possible tasks and activities that need to be done in order to deliver a successful BI solution. Not only report requirements need to be clear, but also solution architecture, governance and handover to support your BICC should be taken into account from the beginning.

Our Framework includes a list of all possible tasks, grouped per area. Based on the requirements and expectations of the customer we take certain tasks out of scope. The majority of the tasks (apart from those of the ‘Project’ area), have an initial estimate, based on the experience i4BI has gained during implementations of previous projects. This will enable us to give our customers a first budget indication before doing an exhaustive analyses.

In order to estimate the actual project (development of reports, data loaders etc.), i4BI foresees a set of workshops with the business in order to capture the requirements. To make sure the expectations regarding report layout are met, i4BI provides a prototype environment where the expected reports will be simulated before the actual build starts. This ensures that the business can actually work with the reports as they will be delivered during roll-out.


The Project area in our i4BI Framework refers to the technical design, the development and testing of the solution and the roll-out of a BICC and/or support organization. Through many years we defined the proper level of designing the solution, where the goal is to re-use the documentation in later stages of the project. A difficult aspect of building a BI Solution is the Testing; “how to test reports?” Based on the availability of reference reports, the way of testing can be defined. During the Discovery phase (cfr. Framework Overview), we will define the test strategy, providing you as a customer the different options to choose from.

Roll-out is more than just deploying the final solution to the production environment. It is crucial to make sure the solution is handed over to the next party in the organization. Part of the activities can be handed over to a BICC (Business Intelligence Competence Center), such as change management, functional support and training. Operational and technical tasks such as monitoring, incident management and infrastructure maintenance can be covered by a support organization. In both cases, a proper handover has to be foreseen. In our i4BI Framework this integration is done seamlessly. Our documentation is set up in such a way, that the support or BICC organization can benefit from it.


Our support (service) model is based on the ITIL v3 framework.

i4BI aims to deliver value for our customers by facilitating the outcomes that our customers want to achieve. We use a set of specialized organizational capabilities providing that VALUE to our customers in the form of services.

resources business

Our approach is customer and process minded. Processes are designed as a structured set of activities to transform inputs into outputs and to accomplish a specific objective: Solve incidents, deploy and release changes, perform requests or investigate problems.

Though we work ITIL driven, this methodology is not a goal in itself nor a magic charm. ITIL does not come with a warranty and is not a solution to every problem. Continuously improving the service, managing it and being in control is indispensable and therefore one of the core activities of our dedicated Service Level Managers.

i4BI can offer its customers three options for Support, depending on their needs:

Support Offering

BICC setup

“A Business Intelligence Competency Center is a team of people (business & IT) created to promote BI throughout the organization and to implement/support BI standards in line with the organization’s vision/strategy.”


Once your BI implementation is in production (project delivered), how can you make sure it will be used successfully? As a BI solution is used by several line of businesses, of which some have the permission to create new analyses on-the-fly, you might end up with +100 reports in a week! Governance, Processes and People are key in this phase. All have to be aligned to get the most out of your BI Solution.




Good governance of a BI project gives an organisation the required control, as it minimizes risks arising from change while maximizes the benefits.

We focus on the following domains to guarantee good governance:
Communication plan to facilitate effective and efficient communication with the various stakeholders.
Project Control on the level of financials, resources, timing and risks
– Disciplined life cycle governance in which different gateway reviews are foreseen, enforced by Best Practice reviews.

Solution Architecture

The Solution Architecture area contains all supporting processes to assist the BI Solution in its complete lifecycle. At the start this entails high-level design decisions to be taken, in regards to the different aspects of the BI Solution in order to be able to start the implementation. The vision and potential roadmap towards a future BI solution will also be taken into account as it is the goal to put a solution in place that is extensible towards future needs.

By means of targeted workshops we will define the requirements with regards to non-functional requirements, infrastructureapplication lifecycle management and monitoring. Together with the customer we align which items should be included in the project and how it will be completed.