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