ITSM Project
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ITSM Project

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This presentation describe the results of the real ITSM Project and the approach of our consulting team to implement ITIL processes.

This presentation describe the results of the real ITSM Project and the approach of our consulting team to implement ITIL processes.

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ITSM Project ITSM Project Presentation Transcript

  • The organization of Service Desk and Incident Management implementation Oleksandr Vinnytskyi ITSM Manager IT-consulting http://it-consulting.incom.ua
    • IT department
    • Project goals
    • Project features
    • Project results
    • Further development
    Agenda
    • General number of staff – 120,
    • 40 employees support users
    • Personnel for request fulfillment and solving typical incidents
    • Activities
      • Users support
      • IT infrastructure development
    IT Department
    • Partial Activity Formalization
    • Users Support Automatization on MS Portal
    • Metrics are not defined
    • Users address directly to qualified specialists
    Start
    • Improve service level and quality of IT-services leading to increase customer satisfaction
    • Optimize IT-resources usage
    • Prove Process Method advantages
    • Ensure 100% request registration
    • Provide IT-department with Decision making tool
    • Create the basis for further ITIL processes implementation
    Project goals
    • Independent assessment of ITSM processes level
    • ITSM processes designing
    • Automation system and technological solution deployment
    • Regulative documentation creating
    Main Project Milestones
    • Regulations
    • Procedures
    • Instructions
    • Automation system
    • Monitoring system
    • Authentication system
    • Training
    • Coaching
    • Motivating
    Our approach to ITSM implementation
    • Service Desk contains 3 support lines
    • Automatic Incident generation detected by monitoring system
    • User-support activities of qualified Specialists are minimized
    • Manager’s and IT Department staff’s major contribution
    • Project duration - 5 months
    Implementation features
  • Software Network Hardware Technical specialists ( 3-d line support ) Service Desk Incident Manager 1-st line support Customers 2-d line support Service Desk Structure
  • Technological solutions
  • Created documentation
    • IT-service catalog is designed
    • Incident management is implemented and formalized
    • Responsibilities are defined and determined
    • IT department staff is trained
    • IT department Manager is provided with IT management tool
    • IT resources are used more efficient
    • Customers satisfaction of IT department activities is increased
    Project results
  • Now Before Maturity level of the Incident management The process is designed and implemented
  • Further development
  • Thank you for your attention