This document outlines a company's plan to improve quality through implementing ITIL best practices and methodologies. It discusses implementing ITIL frameworks for service desk and project management as initial areas of focus. For the service desk, it describes improvements like a new call distribution system, ticketing tool, and ITIL-based processes. For project management, it involves implementing a new centralized project management tool and adopting industry standards like ITIL and PM methodologies to improve areas like resource management and project reporting. The document emphasizes this is just the beginning of their journey towards continuous improvement through an iterative adoption of best practices.

1. A Route to Quality INFORMATION TECHNOLOGY July 11, 2007

2. Topics To Be Covered Introduction How do we get to Quality? The Missing Link Methodology Overview What’s in it for me! Where do we go from here Service Desk Project Management Summary

4. Understood

5. Known

6. Knowledge

7. Best Practices

8. Frameworks

9. Value

10. Policies

12. The Missing Link The glue to bind everything together for us… IT Infrastructure Library (ITIL) "the key to managing IT services" 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.

13. Methodology Overview ITIL has been adopted by hundreds of organisations worldwide. These include: Microsoft IBM Barclays Bank HSBC Guinness Procter & Gamble British Airways Ministry of Defence Hewlett Packard

14. Methodology Overview ITIL aligns with the following methodologies and certifications for future maturity: CobiT ISO 17799 soon to be ISO/IEC 20000 Sarbanes-Oxley

15. Methodology Overview 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. Service Strategy Service Management Lifecycle, Service Strategy, Strategy Generation, Financial Management, Service Portfolio Management, Demand Management, Organizational Development & Design, Implementing Service Strategy Service Design 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 Service Transition 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 Service Operation 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 Continual Service Improvement Continual Service Improvement Principles & Processes, Measurement & Control, Assessments & Analysis, Service Level Management, Organizing for Improvement

16. What’s in it for me! The effective adoption of best practices can provide many benefits, especially in the area of technology. These include: Avoiding re-inventing the wheel Reducing dependency on technology experts Increasing the potential to utilize less-experienced staff if properly trained Making it easier to leverage external assistance Overcoming vertical silos and nonconforming behavior Reducing risks and errors Improving Quality Improving the ability to manage and monitor Increasing standardization leading to cost reduction and increased capacity Improving trust and confidence between management, teams, and partners Creating respect from regulators and other auditors Safeguarding and proving value Helps strengthen supplier/customer relations Make contractual obligations easier to monitor and enforce Improve market position with customers with compliance and accepted standards

17. Where do we go from here? To start we have selected two areas that we felt would help maximize our push towards improved quality; Service Desk First point of contact to the IT department Best starting point to start enforcing proper process and procedures adherence All Incidents and Requests start here Any improvement in first call resolution here directly improves availability of Tier II Personnel Project Management Anything new to the environment starts here Best starting point to enforce Quality Control Best starting point to enforce best-practices (PM, SDLC, QA) Best starting point to enforce proper documentation and communication

18. Service Desk New ACD (Automatic Call Distribution) and Phone Queue - Live Evenly distributes the calls to the team to balance workload Users now have the ability to wait rather than leave a message After hours queue now provides options including accesss to after hours support queue Detailed Call Reporting (Queue and Individuals) (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) New Ticketing Tool (IssueTrak) - Testing Currently in testing with Purchasing and First Call Resolution Calls at the Service Desk Integrated Knowledge Base ITIL Based Incident, Request, Problem, Change, Asset/Software Management Automated Surveys Detailed Reporting (using detailed categories, types, closing codes, Locations, Regions..etc) SLA Management Escalation Management Vendor Management Web Based Portal for all users to access Public KB, View thier tickets, and ability to open tickets. Email Management

19. Service Desk Work in Progress Documenting Current process and Procedures Writing up new process and procedures around ITIL methodologies for new tools/forms/processes Starting to Enforce proper form completion (Current Forms) New Forms Service Desk Newsletter Working on creating Process and Procedures for Table Maintenance Push to make Service Desk the central point of conduct for IT Up to date contact lists Up to date location lists ITIL Certification of Service Desk team Improved training planning of all Service Desk team Security Reviews (SYS1, SYS2, SSM) Disaster/Recovery Planning Severity levels Service Catalogue Samuel IT Framework portal (Process, Procedures, SLAs, Service Catalogue, Best Practices, Policies…etc)

20. Project Management Implementing a new centralized project management tool (Microsoft Office Project Server) Pilot is taking place over the next 6-10 weeks General Roll-Out to all IT Staff in the 4th Quarter General Roll-Out to all project participants in the new year

21. Project Management

22. Project Management Key Project Quality issues being Addressed and Improved Project Standardization (Process and Procedures) Adoption and enforcement of approved industry standards such as ITIL, PM, QA, SDLC. Resource Management, Usage, and Capacity Planning Task Management Skills Management Project Collaboration (Issues, Risks, Sharing, Team Discussions DB) Communication Project Budgeting Real Time Control, Reporting, and Insight into project status and issues Variance Alerts – Milestones, Budget, and Tasks Improved Project Reporting

23. Summary This is just the beginning of our trip down the road of continuous improvement Will be an iterative process We need you to encourage and sell where we are headed and to create “positive” synergy – without your help we cannot make it work We encourage feedback, suggestions, comments, and participation.