Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Transforming An Organisations IT Service Management

6,362 views

Published on

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

Published in: Business, Technology
  • Be the first to comment

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>www.blue-crow.com </li></ul>Our Commitment is your Success Thanks for your attention!

×