Support & Service in Governance IT environments

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  • Support & Service in Governance IT environments

    1. 1. Support & Service in Governance IT environments
    2. 2. Support & Service in Governance IT environments <ul><li>Why Is it necessary? </li></ul>
    3. 3. Support & Service in Governance IT environments <ul><li>GOV Applications characteristics </li></ul><ul><li>Core system </li></ul><ul><li>All - over the organization system ( ERP, CRM, Portal, BI ,smart cards, e-GOV etc) </li></ul><ul><li>Gradual and parallel implementation and deployment </li></ul>
    4. 4. Support & Service in Governance IT environments <ul><li>End – users characteristics </li></ul><ul><li>Various activities- correspondingly to the business departments </li></ul><ul><li>Various roles – according to organizational and professional hierarchy </li></ul><ul><li>Various needs from the application </li></ul><ul><li>Various technological skills </li></ul><ul><li>Various ways knowing & operating the application </li></ul><ul><li>Various levels of acceptance and adoption </li></ul>
    5. 5. Service & Support in Governance systems environments <ul><li>New needs in the Gov IT environment </li></ul><ul><li>Providing a service to end-users in order to operate the application </li></ul><ul><li>Controlling application active ,balanced , process and data. </li></ul><ul><li>Utilizing data to organizational benefits </li></ul>
    6. 6. <ul><li>Why Is it necessary? </li></ul><ul><li>the need to have factor which connected and communicated between the elements : </li></ul><ul><li>end-user , application and organization </li></ul><ul><li>Service & Support desk </li></ul>
    7. 7. Support & Service in Governance IT environments <ul><li>Functions of a Service & Support Center </li></ul><ul><li>Service to end-users : phone guidance; Incident management ; problem management etc. </li></ul><ul><li>Operating the application : configuration management ; release management ; controlling interfaces ; authorization s management etc. </li></ul><ul><li>Analysis & Reporting </li></ul><ul><li>see also the service support process by ITIL </li></ul>
    8. 8. Support & Service in Governance IT environments <ul><li>Get into practices - first steps </li></ul><ul><li>Service strategy </li></ul><ul><li>Philosophy </li></ul><ul><li>Methodology </li></ul><ul><li>Structure – SPOC ( Single Point Of Contact) </li></ul>
    9. 9. Support & Service in Governance IT environments <ul><li>Get into practices - first steps </li></ul><ul><li>Human resources </li></ul><ul><li>Quantification of employees </li></ul><ul><li>Management </li></ul><ul><li>Estimation of resources </li></ul>
    10. 10. Support & Service in Governance IT environments <ul><li>Get into practices - first steps </li></ul><ul><li>Business process, methods & procedures </li></ul><ul><li>Service Level Agreement (SLA) </li></ul><ul><li>Business process </li></ul><ul><li>Methods </li></ul><ul><li>Procedures </li></ul>
    11. 11. <ul><li>Thank you  </li></ul>

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