Towards an it support model


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Towards an it support model

  1. 1. Towards an IT Support Model Jiju Cherian Vengal
  2. 2. The Traditional Support Model <ul><li>Primarily L2/L3 Tech. Support. </li></ul><ul><li>IT Support = P1/P2/P3 Ticket resolution + minor CR development!! </li></ul><ul><li>IT and System oriented KPIs – system availability, SLA adherence, business continuity, CR success etc. </li></ul><ul><li>Support role not preferred by People for monotony and lack of good learning opportunities. </li></ul>
  3. 3. Towards a New Model <ul><li>From Reactive Support to Proactive Support. </li></ul><ul><li>From Technical Experts to Business Partners. </li></ul><ul><li>From System Stability/Availability to Business Transformation. </li></ul><ul><li>Towards a 3-tier model </li></ul>
  4. 4. Orbit 1 <ul><li>Traditional Support model. </li></ul><ul><li>IR resolution. </li></ul><ul><li>CR development. </li></ul><ul><li>Patch/Bundle application. </li></ul><ul><li>Mature processes. </li></ul><ul><li>System Stability </li></ul>
  5. 5. Orbit 2 <ul><li>Continuous System Optimisation. </li></ul><ul><li>Continuous Process Optimisation. </li></ul><ul><li>Proactive Support – Finding anomalies before they arise. </li></ul><ul><li>Heavy use of Data Analytics to track trends . </li></ul>
  6. 6. Orbit 3 <ul><li>Business Transformation. </li></ul><ul><li>Adoption of technology for new ways to do business. </li></ul><ul><li>New technology analysis/competitor analysis and suggest best practices. </li></ul><ul><li>IT roadmap. </li></ul><ul><li>Towards being Business Partners. </li></ul>
  7. 7. How do we get there? <ul><li>Relook at KPIs to include Orbit 2 and 3. </li></ul><ul><li>Rebranding ‘Support’ teams to ‘Business Transformation’ teams. </li></ul><ul><li>Usage of analytics to track trends – adoption of DW/BI tools in support. </li></ul><ul><li>Tools for pre-emptive support. </li></ul><ul><li>Relooking at support team structure – attaching a business analyst to achieve transformation. </li></ul><ul><li>Building Support CoEs. </li></ul>
  8. 8. Other ideas <ul><li>Usage of Wikis to document support processes and issues – better than sharepoint. </li></ul><ul><li>Periodic best practice sharing between Support teams. </li></ul><ul><li>Subscribing to IT Support and Maintenance and Tech. journals (not magazines). </li></ul><ul><li>Customer Service Orientation of teams. </li></ul>