FUSION FOR IS CONSULTANCY To provide advice on organisation , managementMission and governance of IT Department • Central Government Type of clients Departments • Banks • Higher Education InstitutionsStructure • Research • Management • Client Contact
FUSION FOR IS CONSULTANCY COMPANY PROFILE ISO 20000 ITIL • In Fusion, we use the ISO 20000 standard which is the Our 1st international standard for IT service management experience (ITSM). • We use these standards aligned with process approach defined within the IT Infrastructure Library (ITIL). • We have gained our experience from our successful collaboration with our clients .Reliable IT Service
PROVEN SUCCESSA UK-based services business, they have more than 30 years’ experience andsupport many customer organisations by utilising ITIL V3 i.e. Costain, EddieStobart, Phones4U"I am genuinely pleased with the service. I would recommend FusionIT to anyone. Thank you for the support and professional guidance.” – Mark Dean – ICM Service Manager
PROVEN SUCCESSThey manage the collection, treatment and distribution of water in Yorkshire.“Winner Service Desk - Service Desk Institute/Computer Weekly – Award –2008”“Winner IT Department of the Year - British Computer Society 2010”"I find the service you provide to be 100% satisfactory. As ourpartners, we know Fusion IT are extremely efficient and I wouldrecommend you without hesitation to any organisation inplanning and implementing an ISO 20000/ITIL V3 Strategy”. Julian Halstead– IT Service Management Manager
PROVEN SUCCESS“ISO 20000 &ITIL V3 - In terms of it being important to the NHS its forthe same reasons it would be for anybody else really. It shares goodpractice, enables the organisations to work across teams - which is somethingthats difficult for most organisations but particularly difficult for largeorganisations like the NHS.“Winner – Best IT Service Desk 2011 Health Business Awards "Our long term relationship with Fusion IT has proven to be very beneficial to usand our customers”. Clark Disley - NHS Service Desk Manager
Background and Issues Summary Problem & Cause Effects1. Problem • Damage core business • Low quality of IT services provided by outsource • Damage public service2. Cause activities • Unprofessional of Outsource Customer Needs Customer Needs• Clarify 4 issues For Board of Directors • How the IT Department is organized and 1. “Implementation Roadmap” for the managed new IT services department • How to ensure Professionalism by new IT department 2. Proposed solution will benefit the business and the service provided by For Senior Director the department • Range of services provided by IT • Concept of Direct and contracted Staff
Background and Issues Summary Establish IT Services Department GOAL Establish High Professional IT Services DepartmentREQUIREMENTS FROM THE DEPARTMENT 1. Satisfy Organizational Needs 2. Enhance Business’s Overall Reputation 3. Benefit the business 4. Benefit business customers Proposed “Implementation Roadmap” “Proposed Solution”
PART 1.1 HOW THE IT DEPARTMENTSHOULD BE ORGANIZED AND MANAGED
1.1) How IT is organized and managed VISIONWe will provide high quality of professional IT servicesto increase business value and customer satisfaction in cost-effective way. MISSION Continuous improvement to IT service process and people Provide high quality of IT services which able to: 1. Satisfy Organizational Needs 2. Enhance Overall Reputation 3. Benefit the business 4. Benefit business customers
1.1) How IT is organized and managed STRATEGY 1. Organizing and managing IT Dept. following ITIL Framework 2. Controlling IT service standard by using ISO20000 3. Implement IT Governance though ITIL and ISO 20000 ITIL is a set of global best practices for IT ISO 20000 is the international standard Service Management that focuses on for IT Service managementaligning IT services with the business needs. That works with ITIL ITIL: Information Technology Infrastructure Library Pictures from http://web.bryant.edu/~commtech/itil_fw.html and http://20000.fwtk.org/20000-itil.htm
1.1) How IT is organized and managed Manage IT Services Department following ITIL Framework 1) Service Desk is a single point of contact2.1) Service Delivery: looks at for end-users and customers long term planning and improvement of IT service provision 2.2) Service Support : concentrate on the day-to-day operation and support SERVICE DELIVERY & SERVICE SUPPORT Adopted from APM GROUP, Service Management . [Online]. Last accessed 11 February 2012 at: http://www.bigbossmanagement.net/service-management/ and RUDD, Colinn (2005), IT Service Management V 2.1b, UK, itSMF Ltd.
CHECK THE APPENDIX FORFURTHER DETAILS ON HOW IT IS ORGANIZED AND MANAGED
PART 1.2 How to ensure the Departmentoperates to an appropriate level of IT professionalism
1.2) How to ensure professionalism Customer Satisfaction Key Factors to ensure professionalism Professionalism 1. Process : Good IT service process Quality of IT Services • Implementing ITIL, ISO2000 and IT Governance e.g. T • Continuous service improvement P P E • Problem analysis R C O E N • Service Measurement C O O • Knowledge base P E L 2. People: Professional IT Staff L S O S E G • Continuous Development Y • Evaluated by certification, KPI (Key performance indicator) and competencies Continuous People Development 3. Technologies: Effective Technologies Continuous Service Improvement • Use technologies following ITIL guidance ex. Incident and knowledge base software ITIL & ISO20000 Standards • Reduce cost and human resource IT Governance • Reduce time ITIL provide the best practice methodologies to improve process, people and technology.Professional IT Department • Good quality of IT Services More Customers &1) Professional staffs • Add business value2) Good IT Service Process More Profit • Reduce Cost3) Effective Technologies
1.2) How to ensure professionalism IT Services are provided following ITIL framework Professional Processes BenefitsUser can request service through a single point of Improved user service, perception and satisfaction.contact.Service Desk provides initial assessment of all incidents; Improved productivity of support staffmake first attempt at incident resolution.All service requests are recorded and monitored. Eliminate the loss of incidents and service requestsAll service requests are classified in terms of urgency, Reduce business impact of incidents by timely solutionimpact and priority. Improve skills of the IT staff and reduce time to solveA knowledge base records both problems and solutions. problemsAll service requests have an incident owner who Reduce the time of recovery problem and increasemonitors, tracks and communicates to the requester. satisfaction.All incidents are recorded into a database in order to Proactive prevention of problems.make trend analysis.The major problems are reviewed to analyse Prevent occurrence of problems due to majorthe root cause. a problems that may cause a big impact to the business. Adopted from APM GROUP, ITIL: Overview and Benefit. [Online]. Last accessed 12 Feb 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx
FOR FURTHER TECHNICAL DETAILS ON HOW TO ENSUREPROFESSIONALISM PLEASE SEE THE APPENDIX
2.1) Range of IT services Summary Range of ITIL Services Client support provideServices provided by IT to users and customers (Help desk/Service Desk) 1. Service Desk Tele-communication provide Support e.g. 2. IT Service Support: internet, telephone system • Incident management • Problem management Application Support provide • Configuration management e.g. Accounting and • Change management HR application • Release Management Systems Support 3. IT Service Delivery: provide e.g. Security, Servers, • Service Level management E-mail and network • Financial management • Capacity management • Service Continuity management provide Software • Availability management Development All IT services are managed and organized following ITIL management
FOR FURTHER TECHNICAL DETAILS ON RANGE OF IT SERVICES PLEASE SEE THE APPENDIX
PART 2.2CONCEPT OF DIRECT AND CONTRACTED STAFF
2.2) Concept of Direct and Contracted Staff IT DIRECTOR IT DEPARTMENT ORGANIZATION STRUCTURE Contracted Staff IT MANAGER SERVICE APPLICATION SERVICE SERVICE INCIDENT PROBLEM CHANGE CONFIG. CAPACITY AVAILABILIT FINANCIAL DESK & RELEASE LEVEL CONTINUITY MANAGER MANAGER MANAGER MANAGER MANAGER Y MANAGER MANAGER MANAGER MANAGER MANAGER MANAGER SERVICE DESK TEAM LEADER SERVICE SERVICE PROBLEM CHANGE RELEASE CONFIG. CAPACITY AVAIL. FINANCIAL LEVEL CONT. ANALYST INITIATOR ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST CHANGE SERVICE SERVICE SERVICE PROBLEM SYSTEM CONFIG. CAPACITY AVAIL. FINANCIAL INCIDENT PRACTITI LEVEL CONT. DESK ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST ONOR ANALYST ANALYST ANALYST SERVICE OPERATION INCIDENT DEVELOPER (SYSTEM) DESK ANALYST MANAGER ANALYST APLLICATION SUPPORT IT OPERATION SECURITY Legend ANALYST ANALYST Some managers Contracted Staff can support more than one INTERNAL STAFF CONTRACTSERVICE DESK APPLICATION DATABASE DATABASE function to minimize human ANALYST 1. Service Desk Analyst CONSULTANT ADMIN. ADMIN resource and increase EXTERNAL CONTRACTED 2. Application Consultant communication flexibility. AGENCY STAFF CONTRACTSERVICE DESK 3. Developer DATABASE SYSTEM DEVELOPER ANALYST 4. Database Consultant CONSULTANT ADMIN The number of managers and employee in each positions will be assigned later in manpower analysis phase.
2.2) Concept of Direct and Contracted Staff Contracted Staff: Service Desk Analyst Main Responsibilities Concept Direct Staff 1. Employ Direct Staff1. Receive and record all calls from User; deal directly 2. Hire contracted staff when the with simple requests and complaints number of incidents or IT2. Provide initial assessment of all incidents; make first requests are overloaded Contracted Staff attempt at incident resolution and/or refer to 2nd line 3. Sign Contract 3-12 months support 4. The number of direct and3. Monitor and record all incidents contracted staff are defined by4. Keep users informed on status and progress using capacity management. Benefits 1. Minimizes the need to hire a lot of people 2. The number of service desk support can adjust with the volume of calls or IT requests. 3. Some job related to confidential information can assign to direct staff. See Appendix slide 13 4. Minimize cost and human resource 1
2.2) Concept of Direct and Contracted Staff SUMMARY CONCEPTS OF CONTRACTED STAFF Application Consultant DeveloperMain Responsibilities: Analyze, design and implement Main Responsibilities: Develop Software following business needsenterprise application e.g. Enterprise Resource Planning or Concept:Human Resource application 1. Hire both direct and contracted staffReason: 2. The number of developer is depended on the volume of1. Enterprise software needs specialist to implement. software requested.2. It is expensive to hire direct staff in order to implement 3. Some specific software e.g. mobile application can hire contracted staff enterprise system only one time. Database Consultant BenefitsMain Responsibilities: Analyze, design and implement acustom database following business needs 1. Reduce training costReason: 2. Reduce time to implement1. Some database design needs specialist to reduce 3. Reduce risk of failure software developing time, and ensure reliability and 4. No need to always employ for specialist performance.
FOR FURTHER TECHNICAL DETAILS ON CONCEPT OF DIRECT AND CONTRACTED STAFF PLEASE SEE THE APPENDIX
PART 3Implementation Roadmap for IT Department
3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT A Approach – ITIL Framework , ISO20000 Standard and IT Governance GOAL: Company obtains ISO 20000 Certificate GOAL: Finish implementation of ISO GOAL: 20000 (Total 16 Months)Implementation All IT Members obtain ITIL GOAL: Certificate Main Activities Finish implementation of ITIL - Auditing ISO 20000 Recruit all positions (8 Months) Certificate Approve IT Plan Approve IT Budget - Continuous Service Main Activities Improvement with ITIL Complete Foundation Training - Implementation ISO20000-1 - Continuous People - Continuous People development Main Activities development - Implementation ITIL - Implementation ISO20000-2 Main Activities - Continuous People - Transform business plan to IT development Strategy & IT Plan, and approve - Make & Approve JD, Man- power and Budget - Foundation Training about ITIL ** ITIL certificates provide for people, whereas ISO 20000 certificate provides for a company 2 Months 8 Months 8 Months 2 months 20 Months Pictures from http://20000.fwtk.org/20000-itil.htm and http://www.isoregistration.us/iso_standards/iso_20000.html
FOR FURTHER TECHNICAL DETAILS ON IMPLEMENTATION ROADMAP PLEASE SEE THE APPENDIX
4. Solution Summary A Organize and Manage New IT Department following ITIL Framework and control IT Services Standard by ISO 20000 MAIN SOLUTIONS1. Single Point of contact: Quick response & improve service quality2. Problem Analysis: Find root cause & Prevent problem recurring3. Classify Problem: Set priority & Reduce big impact4. Knowledge base: Improve IT skills and reduce recovery time5. Change Analysis: Prevent impact from changes to IT system6. Client Feedback: Improve Satisfaction7. Continuous Training: Improve Professionalism
4. Summary Benefits A Benefits of ITIL Implementation BENEFITS TO BUSINESS IMPROVED IT STAFF1. A clear business differentiator from 1. Improved morale of service delivery and competitors recipient staff2. Closely aligned to commercial business services 2. Increased competence, capability and and products productivity of IT staff3. Improved systems/ applications availability 3. Increased staff retention IMPROVED SERVICE REDUCE COST1. Improved customer satisfaction through a more 1. Reduced cost of incident or problems professional approach to service delivery 2. Reduced cost of training2. Improved IT services through the use of proven 3. Reduced cost of recruitment and training - best practice processes hiring ITIL qualified people is easier3. A benchmark to measure performance against 4. Improved ROI (Return of Investment) of IT in IT projects or services 5. Reduced hidden costs that traditionally increases4. Improved delivery of third party services substantially the TCO (Total Cost of through the specification of ITIL Ownership) Adopted from ILX GROUP, Organizational Benefits to ITIL. [Online]. Last accessed 12 February 2012 at: http://www.itiltraining.com/itil-benefits.asp
4. Summary Benefits A Benefits of ISO20000 Implementation BENEFITS TO BUSINESS IMPROVED STANDARD 1. Through the creation of a standard consistent1. Alignment of information technology services approach, aids major organizational changes and business strategy 2. Provides a benchmark type comparison with2. Enhanced reputation and perception best practices3. Improved relationship between different 3. Creation of a stable framework for both departments via better definition and more resource training and service management clarity in terms of responsibility and goals automation IMPROVED SERVICE REDUCE COST1. Creation of a formal framework for current service improvement projects2. Supports interchanging of service providers 1. Creates competitive advantage via the and staff by virtue of the creation of inter- promotion of consistent and cost-effective enterprise operational processes services3. Fundamental shift to pro-active rather than re- 2. Reduction of risk and thus cost in terms of active processes external service receipt4. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture Adopted from ISO20000 CENTRAL), News & Information for ISO 20000. [Online]. Last accessed 13 February 2012 at: http://20000.fwtk.org/benefits.htm
References1. APM GROUP(No Date), ITIL: Overview and Benefit. [Online]. Last accessed 12 Feb 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx2. APM GROUP(No Date), Service Management. [Online]. Last accessed 11 February 2012 at: http://www.bigbossmanagement.net/service-management/3. ILX GROUP(No Date), Organizational Benefits to ITIL. [Online]. Last accessed 12 February 2012 at: http://www.itiltraining.com/itil-benefits.asp4. ISO20000 CENTRAL(No Date), News & Information for ISO 20000. [Online]. Last accessed 13 February 2012 at: http://20000.fwtk.org/benefits.htm5. RUDD, Colinn(2005), IT Service Management V 2.1b, UK, itSMF Ltd.
CreditsContents Editor: Revathi TekkaliTeam Management: Mustak Patel & Mohamed HagrasSlides Creation: Traitet Thepbandansuk & Mohamed HagrasArt Director: Mohamed HagrasContents: Company Profile: Mohamed Hagras Proven Success: Mustak Patel Background and Issues Summary: Revathi Tekkali Traitet Thepbandansuk IT Organization and management: Phong Nguyen Traitet Thepbandansuk How to ensure professionalism: Traitet Thepbandansuk Range of Services: Traitet Thepbandansuk Direct and Contracted Staff: Jian Zhao Traitet Thepbandansuk Implementation Roadmap: Traitet Thepbandansuk ISO 20000: Afsaneh Tafazzoli Moghaddam ITIL V3: Mustak Patel Traitet Thepbandansuk