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Service Navigator - Westergaard Management
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Service Navigator - Westergaard Management

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  • 1. Service NavigatorWestergaard CSMMaj 2013
  • 2. © Westergaard CSM 2Full Service IT Service Management
  • 3. © Westergaard CSM 3IT Service Management principperIT-afdelingers kvalitet og effektivitet bygger på processer (ref. ITIL,LEAN m.fl.)Med gode, fungerende processer leverer man bedre IT-services, og manleverer service med det mindst mulige ressourceforbrug.Processer er bindemidlet, der holder IT-organisationen sammen.Processer går over organisatoriske grænser og sikrer serviceydelser end-to-end.
  • 4. © Westergaard CSM 4Fase 3: Service NavigatorService Navigator indeholder operationelle standardprocesser.Processerne bygger på Westergaards 14 års erfaring på tværs af mangekunder og mange processer.Service Navigator styrer processer, hvor andre værktøjer støtter.
  • 5. © Westergaard CSM 5AccessServiceRequestIncident(omgå/løse)Problem(løse)Release(udføre)Change(godkende)KnowledgeFulfilmentSelfServiceproblemer ændringerbestillingerConfigurationSupport ModuleTransition ModuleFulfilment ModuleAlle serviceønskerCMDBKEDBnyt problemReducerertidsforbrugFjernertidsforbrugFjernertidsforbrugService Navigator processerneFjernertidsforbrug
  • 6. © Westergaard CSM 6Service RequestProblem ReleaseChangeKnowledgeFulfilment AccessConfigurationSupport ModuleTransition ModuleFulfilment ModuleService Navigator processerneLoggingRegistrationPreparationAssessmentAuthorizationRegistrationAuthorizationFulfilmentClosurePlanningReview and CloseLoggingFind Root CauseCreate Solution?Create SolutionQuality AssuranceApprovalActivationClosureRegistrationAuthorizationFulfilmentClosureDeploymentIncidentInit. DiagnosisInvestigat. & Diag.ClosureProcesserne erkomplekse …men Service Navigatorstyrer dem!
  • 7. © Westergaard CSM 7ProcesniveauProcedureniveauProcesserne: Proces og Procedure niveauerKlikKlik
  • 8. © Westergaard CSM 8Forklaringer InstruktionerProcesserne: Work instruction niveau
  • 9. © Westergaard CSM 9Service Navigator tool: GPS-lignende processtyringProcessen åbner sig nedad .. og lukker bagudFørste procedure
  • 10. © Westergaard CSM 10Hvad JP/POLITIKEN siger ...”Service Navigator er en stor hjælp i arbejdet med at løfte dengenerelle kvalitet i IT-afdelingen. Uden Navigatoren ville detkræve langt flere ressourcer at gennemføre kvalitetsforbedringeri det omfang, vi ønsker.”Per Palmkvist Knudsen, IT-direktør, JP/POLITIKENS HUS