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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.

Published in: Technology, Business

ITSM Project

  1. 1. The organization of Service Desk and Incident Management implementation Oleksandr Vinnytskyi ITSM Manager IT-consulting
  2. 2. <ul><li>IT department </li></ul><ul><li>Project goals </li></ul><ul><li>Project features </li></ul><ul><li>Project results </li></ul><ul><li>Further development </li></ul>Agenda
  3. 3. <ul><li>General number of staff – 120, </li></ul><ul><li>40 employees support users </li></ul><ul><li>Personnel for request fulfillment and solving typical incidents </li></ul><ul><li>Activities </li></ul><ul><ul><li>Users support </li></ul></ul><ul><ul><li>IT infrastructure development </li></ul></ul>IT Department
  4. 4. <ul><li>Partial Activity Formalization </li></ul><ul><li>Users Support Automatization on MS Portal </li></ul><ul><li>Metrics are not defined </li></ul><ul><li>Users address directly to qualified specialists </li></ul>Start
  5. 5. <ul><li>Improve service level and quality of IT-services leading to increase customer satisfaction </li></ul><ul><li>Optimize IT-resources usage </li></ul><ul><li>Prove Process Method advantages </li></ul><ul><li>Ensure 100% request registration </li></ul><ul><li>Provide IT-department with Decision making tool </li></ul><ul><li>Create the basis for further ITIL processes implementation </li></ul>Project goals
  6. 6. <ul><li>Independent assessment of ITSM processes level </li></ul><ul><li>ITSM processes designing </li></ul><ul><li>Automation system and technological solution deployment </li></ul><ul><li>Regulative documentation creating </li></ul>Main Project Milestones
  7. 7. <ul><li>Regulations </li></ul><ul><li>Procedures </li></ul><ul><li>Instructions </li></ul><ul><li>Automation system </li></ul><ul><li>Monitoring system </li></ul><ul><li>Authentication system </li></ul><ul><li>Training </li></ul><ul><li>Coaching </li></ul><ul><li>Motivating </li></ul>Our approach to ITSM implementation
  8. 8. <ul><li>Service Desk contains 3 support lines </li></ul><ul><li>Automatic Incident generation detected by monitoring system </li></ul><ul><li>User-support activities of qualified Specialists are minimized </li></ul><ul><li>Manager’s and IT Department staff’s major contribution </li></ul><ul><li>Project duration - 5 months </li></ul>Implementation features
  9. 9. 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
  10. 10. Technological solutions
  11. 11. Created documentation
  12. 12. <ul><li>IT-service catalog is designed </li></ul><ul><li>Incident management is implemented and formalized </li></ul><ul><li>Responsibilities are defined and determined </li></ul><ul><li>IT department staff is trained </li></ul><ul><li>IT department Manager is provided with IT management tool </li></ul><ul><li>IT resources are used more efficient </li></ul><ul><li>Customers satisfaction of IT department activities is increased </li></ul>Project results
  13. 13. Now Before Maturity level of the Incident management The process is designed and implemented
  14. 14. Further development
  15. 15. Thank you for your attention