ITIL-Zomato project.pptx

Sensitivity: Internal & Restricted
Start-up: Zomato

ITILPROCESS ENGINEER
SERVICE STRATEGY Priyanshu
FINANCE MANAGEMENT Ritu
DEMAND MANAGEMENT Shivam
SERVICE VALIDATION AND TESTING Ekta
INCIDENT MANAGEMENT Richa
5 ITIL PROCESS

SERVICE
STRATEGY
Definition: ITIL service strategy is a market-driven stage. Service strategy
helps organizations determine the types of services they should offer and
the markets to target. The goal is to make strategic decisions when planning
and delivering targeted services to drive long-term growth and success.
Goals and Objectives :
 To provide a detailed understanding of what strategy is
 Identify IT initiatives that support business goals
 Define the approach to deliver the strategic plans
 Transform IT organization into a strategic contributor to business
success
 To understand the definition of value as per business needs
 Supply a “service provision model” that understand the organizational
capability of delivering and funding the service. It identifies the
customer to whom and how the services will be delivered
Service strategy is not just a plan, but a framework that enables an
organization to provide an exceptional approach to deliver an improved
value.

STEPS OF
IMPLEMENTATION
In most of the cases, the Service strategy depends on the nature of the business but
here are the following steps which can generally be used and implemented by most of
the service organizations.
 Crafting a service vision
The primary step is to communicate the vision of the service to the employees
associated with the business. The employees associated with the organization should
understand and comprehend the organizational goals and the vision of the organization
and should be able to write their responsibility to help the company achieve that
vision.
 Contemplating the customer needs
It is also very important to keep in mind that the needs of customers keep on changing
with time and are like a moving target. Since it constantly keeps changing it is very
important for the companies to form a process which will continuously keep on
updating them about the changing needs of the customer so that the companies can
prepare and modify themselves and their offerings accordingly.
 Right hiring
When it comes to facing the customers it is not the company who is going to face them
rather it is the employees who are going to face the customers. Employees are the face
of the organization and organization has to ensure that the face is represented
correctly.

Goal setting for the service team
The employees should be able to understand the vision and mission and the target of the organization so that they
can align themselves to reach chief and exceed those objectives.
Constant training and development
The other part of having a good service team is providing them with constant training in order to upgrade their
technical skills.
Accountability
Organizations should ensure that the employees have a suitable understanding of the importance of good
customer service and how their actions affect the organization’s performance overall. The organizations should also
ensure that the employees are held accountable in order to achieve the service goals. This also forms the part of
the performance management system and should be embedded in the culture of the company.
Awards and recognitions
Positive reinforcement always works in every organization which is why it is very important to recognize the
performing employees who are responsible for excellent customer service. This will help the other employees to
perform well and live up to the set goals or exceed them.

REASON OF
CHOOSING IT
 To set direction and priorities
 To get everyone on the same page
 To simplify decision-making
 To drive alignment
 To communicate the message

Finance
Management
Definition: ITIL financial management is an important part of the
ITIL Service Strategy stage. This ITIL process determines whether
the strategic objectives in terms of new or optimized services are
financially feasible and whether it makes sense for the organization
to invest in these new or optimized services.
 It is totally based on profit maximization and it’s probability.
 Profit is a measure of business success. The higher the profit
greater is the degree of success.
 Profit-making is essential for the growth and survival of any
undertaking. Only profit-making businesses can think of
tomorrow and beyond. It can only think of renewal and
replacement of its equipment and can go for modernization
and diversification.

Steps to
implement
Finance
Management
in Start-up :
1. Cash flow management
2. Track and monitor all spending.
3. Limit your fixed expenses in the beginning.
4. Remain optimistic but prepare for the worst.
5. Every minute of your time has monetary
6. Focus on customer acquisition.
7. Establish financial goals.

The Importance of Finance and Procurement Collaboration
There are a few ways the role of finance in procurement can lead to better success in an organization.
Trust
Many financial departments question whether the procurement department can do their job correctly
and successfully.
Traditional Mindsets
Many people have a fear of change and wonder why they should change the way they’ve always done
things. This is no different for departments of organizations.
Lack of Communication
Most departments in an organization keep to themselves and wonder if it is truly necessary to talk to
other departments for their own success.
Quality of Service
Another barrier to collaboration between finance and procurement departments of an organization is
they wonder if the other department will add value to their work.

DEMAND
MANAGEMENT
ITIL demand management helps a business understand and predict customer demand
for services. Every business is subject to cyclical behaviour. According to ITIL, the
purpose of demand management is to understand, anticipate, and influence
customer demand for services.
The purpose of demand management is to detect and influence the demand of
customer have on IT services. It involves below mentioned actions:
 Analysing current customer usage of IT services: .
The easiest way to do this is to analyse service desk data regarding incidents,
requests, and problems. Network usage and uptime can be measured via a service
dashboard, such as the kind used in a network operations center (NOC) environment.
 Anticipating future customer demands for IT services:
Here, the business relationship manager comes into play. He or she may speak with
the customer directly about forecasted needs, will analyse trends in usage or tickets,
and will make educated projections about future usage based on similar customers
trends.
 Influencing consumption as necessary by financial or technical means:
For example, if a customer uses more service than anticipated in the SLA, a service
provider may charge fees for the excessive consumption to offset the costs of the
unforeseen demand. Demand management also makes sure that the appropriate
costs are included in the service design.

Steps of
implementation
 Create a Demand Management Database:
The first step of the demand management process is
identifying the available data and creating a system for
gathering and storing information in a database. These data
sets typically include shipment history, previous demand
forecasts, current orders, and current estimates.
 Gather Data from the Sales Department:
This is technically part of the data gathering process, but the
nature of sales data makes it a separate component, as it is
distinct from most supply chain data.
 Manipulate and Analyze the Data:
We can begin manipulating and analyzing the information to
discover actionable intelligence within the databases.Like
adding filters,comprisions and analyzing the data.

 Develop a Method of Creating Demand Forecasts:
A simple demand forecast can be geared towards a point estimate - an estimated value for a
product or category over a given period (e.g., day, week, month, quarter, or year). Whatever the
case, accurate forecasts are the product of a collaborative effort between managers and teams from
different departments. Each member of the organization plays a vital role in implementing a
forecast value-add process that improves the quality of the demand estimate.
 Evaluation:
Demand management also requires a system for ongoing evaluation and improvement. Demand
management software can make simple work of this task with automatic reporting and alerts.

Reasons to
choosing it:
Demand management is essential for one simple reason. It is impossible to
adequately plan for and meet service demands based on prediction only. Predicting
how much service will increase based on what you think you remember about current
demand versus the demand of other similar customers results in inaccurate data at
best and expensive overstaffing at worst. Accurate planning requires analysing the
data gathered and client feedback, as seen in the demand prognosis process. Due to
Inaccurate estimates have negative impacts on:
 SLA metrics
 KPIs
 Customer satisfaction
 Financial management
 Incident management
 Business relationship management
 Service strategy
Poorly managed service demand is a huge risk for organizations. Inadequately
planning for increases in service usage could missed service levels and poor service
quality across the entire service catalog. For businesses, that could mean anything
from financial implications to lost business altogether.

Service
Validation
and Testing
Process
 The Service Validation and Testing is one of the main
processes under service transition module of the ITIL Framework.
 It is the process used for actively maintaining test environments,
and to ensure that the developed releases meet the customer’s
expectations.
 The ITIL Service Validation and Testing Process also verifies
and ensures that the IT operations would be able to support the
new services after deployment.
• The primary goal of ITIL Service Validation and Testing
Process is to ensure that developed releases and the resulting
services meet customer expectations in terms of its quality and
the value it provides to them.
• This process also ensures that the IT operations team would be
able to fully support the new service. The Service Validation and
Testing Process also helps to remove any errors observed at the
initial phase of service operation stage.

REASON OF
CHOOSING IT
 Plan and implement a structured validation and test
process that will provide evidence that the service
will support business requirement and meet the
agreed service level targets and support its users’
business within SLA.
 Provide quality and security assurances for the
release of the service, its components and service
capability.
 Identify risks, issues, and errors as an input for the
next phases of the service: transition to production
and eliminate them throughout the Service
Transition Stage.

IT Services
 IT services are technology functions that are offered with
support and management. This allows customers to use
information technology without managing complexities such
as maintenance, security, scalability and resilience. IT
services may be offered by internal teams or external
partners.
 As we have example of Zomato and swiggy, they are using
one mobile application, to get order food from customer side
and make it available for them through restaurants, and
showing maps within the app, shows online location of
Zomato wallet to customer.
 There has been a lot of confusion amongst our users,
restaurateurs, and the media about our “cloud kitchen”
service. “Cloud kitchens” is a new phrase which doesn’t yet
have a definition and is used for a wide variety of business
models.

User and
Service
testing-
 One of the steps in this process of testing and validation of NAME of
SERVICE is capturing the customer’s point of view about this service.
Feedback
Customer interview
 The main goal of this survey is to identify if there is scope for improvement
in the user support for the current NAME of SERVICE. 1. On scale from 1
(strongly disagree) to 5 (strongly agree), please evaluate each statement
about how are you satisfied with the way that NAME of SERVICE team
provide you support during implementation of service
 We are very satisfied with the quality of the support that NAME of
SERVICE team provide us during implementation of service.
1 – Strongly Disagree
2 – Somewhat Disagree
3 – Neither Agree nor Disagree
4 – Somewhat Agree
5 – Strongly Agree

Incident
Management
Definition: An incident management process is a set of procedures
and actions taken to respond to and resolve critical incidents: how
incidents are detected and communicated, who is responsible, what
tools are used, and what steps are taken to resolve the incident.
 Ensure that standardized methods and procedures are used for
efficient and prompt response, analysis, documentation,
ongoing management and reporting of incidents
 Increase visibility and communication of incidents to business
and IT support staff
 Enhance business perception of IT through use of a professional
approach in quickly resolving and communicating incidents
when they occur
 Align Incident Management activities and priorities with those of
the business
 Maintain user satisfaction with the quality of IT services

Purpose of
choosing
Incident
Management
 For any start-up as ours Zomato, Incident management is
most important processes because it ensure that IT teams
can quickly address vulnerabilities and issues. Faster
responses help reduce the overall impact of incidents,
mitigate damages, and ensure that systems and services
continue to operate as planned.
 Without incident management, we may lose valuable data,
experience reduced productivity and revenues due to
downtime, or be held liable for breach of service level
agreements (SLAs). Even when incidents are minor with no
lasting harm, IT teams must devote valuable time to
investigating and correcting issues.

Five Steps of
Incident
Management in
Zomato Startup
1. Incident Identification, Logging, and Categorization
Incidents are identified through user reports like if users facing any application
related issues or any food related issues that can be identified using this step.
Once incident is logged, investigation and categorization can begin.
Categorization is important to determining how incidents should be handled
and for prioritizing response resources.
2. Incident Notification & Escalation
Incident alerting takes place in this step although the timing may vary
according to how incidents are identified or categorized. Additionally, if
incidents are minor, details may be logged or notifications sent without an
official alert. Escalation is based on the categorization assigned to an incident
and who is responsible for response procedures
3. Investigation and Diagnosis
Once incidents are assigned, staff can begin investigating the type, cause, and
possible solutions for an incident. After an incident is diagnosed, we can
determine the appropriate remediation steps. This includes notifying any
relevant staff, customers, or authorities about the incident and any expected
disruption of services like app or site would be under maintenance for some
particular timing.

4. Resolution and Recovery
Resolution and recovery involve eliminating threats or root causes of issues and
restoring systems to full functioning. Depending on incident type or severity, this
may require multiple stages to ensure that incidents don’t reoccur.
5. Incident Closure
Closing incidents typically involves finalizing documentation and evaluating the
steps taken during response. This evaluation helps teams identify areas of
improvement and proactive measures that can help prevent future incidents.

ROLES/
ITIL
PROCESS
Service
Strategy
Finance
Manage
ment
Demand
Managem
ent
Validation
and testing
Incident
Manage
ment
Risk I A R I I
Business
Plan
R C A C -
Design C A R I -
Implemen
tation
R A I R I
Verify/
Test
A I C R I
Query/Iss
ues
- I - A R
RACI Matrix
Start-up:
Zomato

Thank You!!

ITIL-Zomato project.pptx

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