Transforming An Organisations IT Service Management


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This short case study illustrates how we helped a multi-national organisation transform its IT Service Management (ITSM) capabilities in only eight weeks utilising the our BPMA (Business Process Modelling and Analysis) methodology and the Process Master tool

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Transforming An Organisations IT Service Management

  1. 1. Transforming an Organisation's IT Service Management in only eight weeks Michael Moyal Solution Manager
  2. 2. <ul><li>This short case study illustrates how we helped a multi-national organisation transform its IT Service Management (ITSM) capabilities in only eight weeks utilising the our BPMA (Business Process Modelling and Analysis) methodology and the Process Master tool </li></ul>
  3. 3. Customer Background <ul><li>A multinational company with 150 IT service support staff </li></ul><ul><li>Supporting over 20,000 users </li></ul><ul><li>250 different applications </li></ul><ul><li>15 locations worldwide </li></ul><ul><li>IT service support team split across 3 locations </li></ul><ul><li>Heterogeneous environment (UNIX, Mainframe, Windows) </li></ul>Our Commitment is your Success
  4. 4. Their Challenges <ul><li>ITSM processes not clearly defined and standardise </li></ul><ul><li>Tools focus - no service or process orientation </li></ul><ul><li>No clear definition of roles and responsibilities </li></ul><ul><li>No integrated view of processes (silo based – Unix Team , Network Team, Desktop Team) </li></ul><ul><li>No group wide guidelines and process documentation </li></ul><ul><li>Users not satisfied with level of support </li></ul><ul><li>Service level not clearly defined </li></ul><ul><li>No ability to accurately track performance </li></ul>
  5. 5. Goals <ul><li>Create standard support processes across the organisations </li></ul><ul><li>Continuously improve the quality of IT services </li></ul><ul><li>Make IT a business enabler </li></ul><ul><li>Improve service level and user satisfaction </li></ul><ul><li>Align IT services with the current and future needs of the business and its customers </li></ul><ul><li>Provide more services for the same cost, and reduce the long-term costs of service provision </li></ul>
  6. 6. The Approach <ul><li>Started by viewing and managing IT as a business that sells services </li></ul><ul><li>Fully involved the IT support team in capturing existing organisational knowledge </li></ul><ul><li>Engaged with the business to agree required KPIs and SLAs </li></ul><ul><li>Utilised business process modelling and analysis (BPMA) techniques to document, analyse and improve the organisations’ ITSM processes </li></ul><ul><li>Leveraged Process Master to quickly identify and document the “as-is” situation, then document and deploy new “to-be” best practice processes </li></ul><ul><li>Used the ITIL best practice guidelines </li></ul><ul><li>Promoted continuous improvement </li></ul>
  7. 7. Methodology – A Structured 5 staged process
  8. 8. Phase 1 - Scoping and Visioning <ul><li>Reviewed objectives & Requirements </li></ul><ul><li>Agreed goals </li></ul><ul><li>Identified the business processes that will be crucial in achieving them </li></ul><ul><li>Carried out a maturity assessment exercise </li></ul><ul><li>Identified the most suitable tools for the project </li></ul><ul><li>Established a client specific process architecture framework </li></ul>
  9. 9. Maturity Assessment Tool Our Commitment is your Success
  10. 10. Phase 2 – Process Discovery <ul><li>Worked with business process owners and their teams to capture process knowledge in order to document the “as is” situation </li></ul><ul><li>Graphically created the various processes maps </li></ul><ul><li>Identified the resources available to perform each process and task </li></ul><ul><li>Linked roles with the processes they support </li></ul><ul><li>Determined the capacity of each step in the process </li></ul><ul><li>Created an end-to-end Process Model </li></ul>
  11. 11. Process Discovery and Capture Tool Our Commitment is your Success
  12. 12. Phase 3 - Process Analysis <ul><li>Identified bottlenecks </li></ul><ul><li>Evaluated further limitations in order to quantify the impact of the bottleneck </li></ul><ul><li>Outlined performance expectations for the time and cost of completing each step and the overall process </li></ul><ul><li>Evaluated: </li></ul><ul><ul><li>How many cases can be processed in a given time interval, </li></ul></ul><ul><ul><li>How many additional or fewer resources will be needed to change the number of requests processed, </li></ul></ul><ul><ul><li>Then ensure resources can deliver the agreed service time </li></ul></ul>
  13. 13. Phase 4 - Process Improvement <ul><li>Based on the analysis carryout in the previous stage, a future state model was developed </li></ul><ul><li>The model created outlines the new improved construction of the organisation' s ITSM processes </li></ul><ul><li>Agreed KPIs and SLAs </li></ul>
  14. 14. Phase 5 - Deployment <ul><li>Once processes have been modelled, analysed and improved, they were deployed across the organisation </li></ul><ul><li>At the core of the process deployment stage is the development of comprehensive documentation (Process Portal) </li></ul><ul><li>Worked with the client to ensure that the process, people and technology changes identified are effectively implemented </li></ul><ul><li>Gather feedback to identify next round of potential improvements </li></ul>
  15. 15. Results <ul><li>Delivered 60 well defined ITSM processes </li></ul><ul><li>Clarified organisational boundaries, roles and responsibilities </li></ul><ul><li>Processes can now be measured, therefore – can be better managed </li></ul><ul><li>Cut across silos – promoting communication and cooperation </li></ul><ul><li>Captured and documented existing organisational knowledge </li></ul><ul><li>Processes are clearly linked with roles </li></ul><ul><li>Removed duplication of effort and confusion </li></ul><ul><li>Improved communication between business and IT </li></ul>
  16. 16. Benefits Achieved <ul><li>Service consistency and stability – repeatable processes </li></ul><ul><li>Improved user satisfaction </li></ul><ul><li>Identified clear responsibilities and authorities </li></ul><ul><li>IT infrastructure under control </li></ul><ul><li>Better use of resources – IT and the Business </li></ul><ul><li>A shared ITSM process portal is available to the whole organisation (easily accessible on intranet) </li></ul>
  17. 17. ITSM Process Portal Our Commitment is your Success
  18. 18. Next Steps <ul><li>Enhanced Process Portal </li></ul><ul><li>Activity Based Costing Analysis </li></ul><ul><li>Reuse process models in other projects </li></ul><ul><li>LEAN - Audit and benchmark process </li></ul><ul><li>Work toward developing an end-to-end Enterprise Architecture </li></ul>
  19. 19. Questions <ul><li>Please direct all queries and feedback to: </li></ul><ul><li>[email_address] </li></ul><ul><li> </li></ul>Our Commitment is your Success Thanks for your attention!