A Route To Quality 2007


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A Route To Quality 2007

  1. 1. A Route to Quality<br />INFORMATION TECHNOLOGY<br />July 11, 2007<br />
  2. 2. Topics To Be Covered<br />Introduction<br />How do we get to Quality?<br />The Missing Link<br />Methodology Overview<br />What’s in it for me!<br />Where do we go from here<br />Service Desk<br />Project Management<br />Summary<br />
  3. 3. Introduction<br />Process<br />Procedures<br />Accountability<br />Repeatable<br />Documented<br />Reliability<br />Standardization<br />Quality Control<br />Structured<br /><ul><li>Dependable
  4. 4. Understood
  5. 5. Known
  6. 6. Knowledge
  7. 7. Best Practices
  8. 8. Frameworks
  9. 9. Value
  10. 10. Policies
  11. 11. Services</li></li></ul><li>How Do We Get To Quality?<br />Quality/Value<br />Documented and Enforced Process and Procedures/SLA’s/Accountability<br />Policies/Objectives/Requirements/Best Practices/Frameworks/Services<br />Standards/Structure/Organization/Repeatability/Knowledge<br />Methodology (i.e. ITIL, CobiT, ISO 17799, Sarbanes)<br />
  12. 12. The Missing Link<br />The glue to bind everything together for us…<br />IT Infrastructure Library (ITIL)<br />"the key to managing IT services"<br /> ITIL® (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. <br />
  13. 13. Methodology Overview<br /> ITIL has been adopted by hundreds of organisations worldwide. These include:<br />Microsoft <br />IBM <br />Barclays Bank <br />HSBC <br />Guinness <br />Procter & Gamble <br />British Airways <br />Ministry of Defence <br />Hewlett Packard <br />
  14. 14. Methodology Overview<br /> ITIL aligns with the following methodologies and certifications for future maturity:<br />CobiT<br />ISO 17799 soon to be ISO/IEC 20000<br />Sarbanes-Oxley<br />
  15. 15. Methodology Overview<br />The IT Infrastructure Library (ITIL) is aligned to a service lifecycle. This approach is expressed by its division into five core areas that link to the business.<br />Service Strategy<br />Service Management Lifecycle, Service Strategy, Strategy Generation, Financial Management, Service Portfolio Management, Demand Management, Organizational Development & Design, Implementing Service Strategy<br />Service Design<br />Service Design Principles, Service Design Processes, Service Portfolio Design, Service Catalogue, Service Levels, Capacity Management, Availability, Service Continuity, Information Security, Supplier Management, Service Design Technology, Service Design Implementation<br />Service Transition<br />Service Transition principles & Processes, change Management, Asset & Configuration Management, Knowledge Management, Service Release Planning, Performance and Risk Evaluation, Acquiring Assets, Build and Test Release, Service Release, Deployment, Decommission & Transfer, Common Operation Activities, Technology Considerations, Implementations<br />Service Operation<br />Service Operation Principles & Processes, Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Common Service Operation Activities, IT Operations, Server Management and Support, Desktop Support, Middleware, Internet/Web Management, Application Management, IT Security, Organization Service Operation, Service Desk, Technical Management, IT Operations, Service<br />Continual Service Improvement<br />Continual Service Improvement Principles & Processes, Measurement & Control, Assessments & Analysis, Service Level Management, Organizing for Improvement<br />
  16. 16. What’s in it for me!<br /> The effective adoption of best practices can provide many benefits, especially in the area of technology. These include:<br />Avoiding re-inventing the wheel<br />Reducing dependency on technology experts<br />Increasing the potential to utilize less-experienced staff if properly trained<br />Making it easier to leverage external assistance<br />Overcoming vertical silos and nonconforming behavior<br />Reducing risks and errors<br />Improving Quality<br />Improving the ability to manage and monitor<br />Increasing standardization leading to cost reduction and increased capacity<br />Improving trust and confidence between management, teams, and partners<br />Creating respect from regulators and other auditors<br />Safeguarding and proving value<br />Helps strengthen supplier/customer relations<br />Make contractual obligations easier to monitor and enforce<br />Improve market position with customers with compliance and accepted standards<br />
  17. 17. Where do we go from here?<br />To start we have selected two areas that we felt would help maximize our push towards improved quality;<br />Service Desk<br />First point of contact to the IT department<br />Best starting point to start enforcing proper process and procedures adherence<br />All Incidents and Requests start here<br />Any improvement in first call resolution here directly improves availability of Tier II Personnel<br />Project Management<br />Anything new to the environment starts here<br />Best starting point to enforce Quality Control<br />Best starting point to enforce best-practices (PM, SDLC, QA)<br />Best starting point to enforce proper documentation and communication<br />
  18. 18. Service Desk<br />New ACD (Automatic Call Distribution) and Phone Queue - Live<br />Evenly distributes the calls to the team to balance workload<br />Users now have the ability to wait rather than leave a message<br />After hours queue now provides options including accesss to after hours support queue<br />Detailed Call Reporting (Queue and Individuals)<br /> (Total Calls, Average Speed to Answer, Direct Call Processing Time, Time on Hold, Time Waiting and Ready, Average Wait Time, Number of Outbound Calls, Average Outbound Call Time, Average Position Busy, Average Manned Time, Longest Wait Time, Number of Abandoned Calls)<br />New Ticketing Tool (IssueTrak) - Testing<br />Currently in testing with Purchasing and First Call Resolution Calls at the Service Desk<br />Integrated Knowledge Base<br />ITIL Based Incident, Request, Problem, Change, Asset/Software Management<br />Automated Surveys<br />Detailed Reporting (using detailed categories, types, closing codes, Locations, Regions..etc)<br />SLA Management<br />Escalation Management<br />Vendor Management<br />Web Based Portal for all users to access Public KB, View thier tickets, and ability to open tickets.<br />Email Management<br />
  19. 19. Service Desk<br />Work in Progress<br />Documenting Current process and Procedures<br />Writing up new process and procedures around ITIL methodologies for new tools/forms/processes<br />Starting to Enforce proper form completion (Current Forms)<br />New Forms<br />Service Desk Newsletter<br />Working on creating Process and Procedures for Table Maintenance<br />Push to make Service Desk the central point of conduct for IT<br />Up to date contact lists<br />Up to date location lists<br />ITIL Certification of Service Desk team<br />Improved training planning of all Service Desk team<br />Security Reviews (SYS1, SYS2, SSM) <br />Disaster/Recovery Planning<br />Severity levels<br />Service Catalogue<br />Samuel IT Framework portal (Process, Procedures, SLAs, Service Catalogue, Best Practices, Policies…etc)<br />
  20. 20. Project Management<br /> Implementing a new centralized project management tool (Microsoft Office Project Server)<br />Pilot is taking place over the next 6-10 weeks<br />General Roll-Out to all IT Staff in the 4th Quarter<br />General Roll-Out to all project participants in the new year<br />
  21. 21. Project Management<br />
  22. 22. Project Management<br /> Key Project Quality issues being Addressed and Improved<br />Project Standardization (Process and Procedures)<br />Adoption and enforcement of approved industry standards such as ITIL, PM, QA, SDLC.<br />Resource Management, Usage, and Capacity Planning<br />Task Management<br />Skills Management<br />Project Collaboration (Issues, Risks, Sharing, Team Discussions DB)<br />Communication<br />Project Budgeting<br />Real Time Control, Reporting, and Insight into project status and issues<br />Variance Alerts – Milestones, Budget, and Tasks<br />Improved Project Reporting<br />
  23. 23. Summary<br />This is just the beginning of our trip down the road of continuous improvement<br />Will be an iterative process<br />We need you to encourage and sell where we are headed and to create “positive” synergy – without your help we cannot make it work<br />We encourage feedback, suggestions, comments, and participation.<br />