2. Case Study Overview
Service Strategy
Service Design
Service Transition
Service Operation
Service Continual Improvement
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3. Ensure that IT services are aligned to the needs of customers and
Company
Improve availability and stability of services
Improve and organize communication within SID ,Dev and with
Customers .
Improve efficiency of internal processes
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4. Financial and market management for projects.
Organize and control projects repositories .
Help desk Process activities.
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5. •Organize and Ability to measure projects Cost
and performance.
•Avail needed product continually.
• Avail needed in Co. History and marketing.
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7. A Configuration Item (CI) is a component of the infrastructure.
HD
SVC
JIRA
DOC
PLOG
Emails, Phones.
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8. - Identify service :Corrective Maintenance Services
- Service Media : HD
- Design request form : Forme
- Service Customer : Customers.
- Define roles and communication plan
- Define service workflow .
- Test service .
- Fix raised issues and update documentation.
- Announce and publish service.
- Monitor implementation.
- Take needed corrective actions .
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9. Service Catalogue
- Business Service Catalogue
Depts. SID
- Technical Service Catalogue
◦ Active Directory.
◦ SQL Server .
◦ JFA .
◦ SVN .
◦ Confluence .
◦ Wiki .
◦ Plog .
◦ SPIRA .
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10. - Initiate the JIRA-SVC instance as designed.
- Grant permissions.
- Test Service.
- Measure using KPI.
- Fix problems .
- Re-test service.
- Update service documentation.
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11. - Circular to all service reporter about service.
- Audit repositories and fix errors.
- Analyze error root causes .
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12. - Measure using KPI .
- Study results and define preventive actions .
- Analyze errors root causes and define
corrective actions.
- Study corrective and preventive actions impact
on service .
- Test change .
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