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Support & Service
in Governance IT
  environments
Support & Service
  in Governance IT environments




Why Is it necessary?
Support & Service
                in Governance IT environments




GOV Applications characteristics
• Core system
• All -...
Support & Service
                 in Governance IT environments



End – users characteristics
• Various activities- corr...
Service & Support
               in Governance systems environments



New needs in the Gov IT environment
• Providing a s...
Why Is it necessary?

the need to have factor which connected and
    communicated between the elements :
   end-user , ap...
Support & Service
                             in Governance IT environments



Functions of a Service & Support Center
• ...
Support & Service
                     in Governance IT environments



            Get into practices - first steps


Ser...
Support & Service
                    in Governance IT environments



           Get into practices - first steps


Human...
Support & Service
                      in Governance IT environments



             Get into practices - first steps


B...
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1מצגת משרד החוץ

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Transcript of "1מצגת משרד החוץ"

  1. 1. Support & Service in Governance IT environments
  2. 2. Support & Service in Governance IT environments Why Is it necessary?
  3. 3. Support & Service in Governance IT environments GOV Applications characteristics • Core system • All - over the organization system ( ERP, CRM, Portal, BI ,smart cards, e-GOV etc) • Gradual and parallel implementation and deployment
  4. 4. Support & Service in Governance IT environments End – users characteristics • Various activities- correspondingly to the business departments • Various roles – according to organizational and professional hierarchy • Various needs from the application • Various technological skills • Various ways knowing & operating the application • Various levels of acceptance and adoption
  5. 5. Service & Support in Governance systems environments New needs in the Gov IT environment • Providing a service to end-users in order to operate the application • Controlling application active ,balanced , process and data. • Utilizing data to organizational benefits
  6. 6. Why Is it necessary? the need to have factor which connected and communicated between the elements : end-user , application and organization Service & Support desk
  7. 7. Support & Service in Governance IT environments Functions of a Service & Support Center • Service to end-users : phone guidance; Incident management ; problem management etc. • Operating the application : configuration management ; release management ; controlling interfaces ; authorization s management etc. • Analysis & Reporting see also the service support process by ITIL
  8. 8. Support & Service in Governance IT environments Get into practices - first steps Service strategy • Philosophy • Methodology • Structure – SPOC ( Single Point Of Contact)
  9. 9. Support & Service in Governance IT environments Get into practices - first steps Human resources • Quantification of employees • Management • Estimation of resources
  10. 10. Support & Service in Governance IT environments Get into practices - first steps Business process, methods & procedures • Service Level Agreement (SLA) • Business process • Methods • Procedures
  11. 11. Thank you 

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