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1. Provide a simple, business-facing description of the available services (description)
Identify a service owner (technician, groups)
Service availability (publish to relevant user groups)
Mention service level targets (SLAs)
Define authorization, escalation, and notification policies (Approval details, notification rules)
Efficiency, with a goal of ability to redirect additional resources to projects
Job satisfaction for IT staff
ITSM Goals

2. Move From: To:
Chaos
Reactive
Unplanned
Random Efforts
Best Efforts
Order
Proactive
Planned
Predictable quality
Optimization
Structured IT Services

3. Key dimensions in digital transformation
www.worldskillcenter.org
STRATEGY
o Procurement/ Sourcing Plan
o O&M
o Risk Mgmt.
APPLICATIONS
o Campus ERP
o Learning Mgmt. System
o Library Mgmt. System
o AR/ VR
o Portal
o Call Centre
o Salon Mgmt. System
INFRASTRUCTURE
o N/w Infra
o AV Systems
o Bandwidth
o Projectors
o Servers
o Desktops
o Printers
SECURITY
o SD WAN
o NGFW
o Security Audit
o Security Controls
o Security Policy
o DR Plan
o Trainings
CAPACITY BUILDING
o Document Baseline
o Conduct TNA
o Design Curriculum, Content and
Approach
o Deliver Training
o Sustain Learning
o Exposure Visits
Digital Transformation
Framework for
WSC

4. Key dimensions in digital transformation - Infrastructure
www.worldskillcenter.org
Design Principal
Outcomes
 State-of-the-Art IT Infrastructure: Multi ISP Redundancy with Gigabit Capable Connectivity, Structure Network infrastructure, Network Load Balancer. On
Prem Server AD with Azure AD Integration with features like WDS(Standard Image),WSUS(Centralized Patch management) etc., MFP with TGA(Total Guaranty
Assurance), Audio Visual Technical Consultancy & Commissioning for Smart Classroom, Data Center Infrastructure Management (DCIM),O365 & one
drive, Digital Inclusion and Support, VoIP, IT Infrastructure for Précision engineering building with Hostel and auditorium
 ITIL Compilent Process and Procédure and with Enterprise Help desk and SLA Standard
 IT Infrastructure Policy Bundles(IT Infra use Policy, BYOD Policy, Patch Management Policy, Cloud Policy, MDM Policy etc)
 Enterprise SLA and Helpdesk Management
 Soft aspects of Digital Transformation - people, organization and change management
 State-of-the-Art IT Infrastructure will help for collaborative and learning experience, to maximize utilization IT and uptime, Improve Capacity Planning &
Utilization human resource, Best Solution with Lowest TCO.
 ITIL Compliant process for Better management of risk and service disruption and Stronger alignment between IT and the business
 IT Infrastructure Policy to combat threats and manage risk while also ensuring efficient, effective, and consistent operations
 SLA and Helpdesk(ITSM), will identify and resolve misalignments and weaknesses and ensure that the business gets optimal IT service and support
 Digital Transformation by people, organization and change management: Digital Transformation starts with people, not technology, Transformation with
a strong focus on the people aspects: changing employee mindsets, behaviours and the organizational culture

5. Key dimensions in digital transformation – Enterprise Security & Operation
Center
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Design Principal
Outcomes
 Default deny principle: The default setting for a security control should be to deny access to a resource. Furthermore, a configuration is to be required to
specifically grant access.
 Control automation principle: Wherever possible, automatic controls should be used rather than controls that depend on human vigilance and human
behaviour
 Defence in depth principle: Using layers of security increases the level of effort required by an attacker to gain unauthorised access to a system or
application. Controls should be layered such that if one layer of control should fail, there is another different type of control at the next layer that will prevent
a security breach
 Resiliency principle: Systems shall be designed and managed so that in the event of breakdown or compromise the least possible damage and inconvenience
is caused,(Failover Mechanism)
 KISS - Keep it simple & stupid: By reducing the complexity and diversity of security controls, less mistakes and errors should occur. This will help prompt
resolution of security-related issues
 Default deny principle: To block all inbound and outbound traffic that has not been expressly permitted by NGFW firewall policy.
 Control automation principle: This will help threats like malware, phishing, and endpoint vulnerabilities will be detected immediately by the security system,
and won't require any audits to be identified and treated
 Defence in depth principle: This layered concept provides multiple redundancies in the event systems and data are compromised, like Prevent
DDOS attack.
 Resiliency principle: Cyber resilience's primary benefits are reduced downtime and financial losses can be minimized through timely and accurate incident
response – ITSM and Helpdesk Management
 KISS - Keep it simple & stupid: As simplicity guarantees the greatest levels of user acceptance and interaction less mistakes and errors should occur.
This will help prompt resolution of security-related issues