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Paper Practical Itsm Transformation Qai V 1.0

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Paper Presented at the ITSM Collquium 2010 in Bangalore

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Paper Practical Itsm Transformation Qai V 1.0

  1. 1. Practical Lessons from the ITSM Transformation Initiative @ Tesco Lead Author: Sukumar Daniel, Author: Clement Jayakumar, Research Analyst: Eapen Sharon
  2. 2. Strategic Background <ul><li>The new strategic vision - HSC Provider of IT Services to Tesco </li></ul><ul><li>Increased complexity “Follow the Sun” Service Delivery </li></ul><ul><li>Urgent need for End to End Service Management Framework before “Convergence Initiative” kicks in </li></ul><ul><li>ITSM Framework invaluable for transitioning services from various countries into HSC </li></ul><ul><li>Roll out of e-Service Desk, well underway, the organisation has developed tool capability required for ITSM Transformation </li></ul><ul><li>Solution – “Architect and Realise” a proactive ITSM framework with continual improvement at the core of its DNA </li></ul>To do this we will leverage on Tools, Processes, People and Partnerships.
  3. 3. ITSM Framework = ITOM <ul><li>Business Needs </li></ul><ul><ul><li>Business is heavily dependent on IT for winning in the marketplace </li></ul></ul><ul><ul><li>IT related problems can impact “customer satisfaction” and “Business Outcome” </li></ul></ul><ul><ul><li>ITSM Framework required for aligning IT to business needs providing reliable, dependable and consistent Services. </li></ul></ul><ul><ul><li>Require Capability to view performance at all levels in the service chain </li></ul></ul><ul><li>ITOM provides Mechanisms to: </li></ul><ul><ul><li>Transform ways of working to embed Continual Improvement in Ways of Working. </li></ul></ul><ul><ul><li>Identify Objectives, Roles Responsibilities and Authorities for everyone in IT </li></ul></ul><ul><ul><li>Effectively leverage Available tools and continuously improve capabilities for realising the ITOM Framework across People, Processes, Tools and Partnerships </li></ul></ul><ul><ul><li>Establish required “Capability” for Service Performance Transparency </li></ul></ul>
  4. 4. How ITOM will change ‘Ways of Working’ From Technology Management To IT Service Management
  5. 5. 4 dimensions of ITSM
  6. 6. Systematic Capability Improvement ITSM ITIL V 3.0 Best Practice Guidelines for establishing ITSM Changing Business Environment Increasing Capability Maturity (COBIT) Stability in a Changing World The ITOM Project to establish a baseline Process Oriented Approach to culture Change ISO 20000: 05 International Standard for ITSM The Change Slope ITSM Process & Tools
  7. 7. Demand Driven SOMA Tesco IT Services organisation - Service Provider to the Enterprise Shared Network Infra Shared DC Infrastructure Customer Side Supply Side App Srv Desk T o p E Ma I L Application Service Lines App Supplier Infra Supplier Process support App Supplier Infra Supplier Process support Service Channel Service Channel Desktop Support Service Lines App Srv App Srv App Supplier Infra Supplier Process support Purchasing Stores Finance Distribution The Service Desk – Single Point of Contact for IT users L3 L1 L2 L1 L2 L3 Of fAuto App Supplier Infra Supplier Process support
  8. 8. End to End ITSM Framework SPOC Business Service App Services Network Services Asset Management DC Infra Services DSS Application Support Outlook Client & Local Mailbox LAN Network Support Network Equipment Providers WAN Providers WAN Off Line SD On Line SD DSS Vendors Email Service End User DSS Server Support Fire Wall 24 Hour Ops. Server Clusters & Shared Storage MS Server OS MS Outlook Server MS SQL Server Anti Virus & Mentoring MS IIS Server Spam Filter Hardware Vendors Asset Manager L1 & L2 Support L3 Support L3 Support L3 Support SLA OLA OLA OLA AMC UPC
  9. 9. Lifecycle Milestones Offline Triage L2 Offline Analyst L2 Online Triage FTR L1 Group Triage L3 Group Engineer L3 Total Turn Around Time (TAT) <= SLA Group Triage L3 Group Engineer L3 Start Resolve Tickets can’t be placed on hold ‘ Hand Shake’ mandatory for Re – Routing WT1 WT2 RT1 RT2 WT3 RT3 WT4 RT6 WT6 WT5
  10. 10. Incident Capture Innovations 2. Exclude duplicate call or Call chase 3. Associate with global calls 4. Classify for Service Based Analysis 5. Capture details using a Call Script 6. First Time Fix or Route to L2 1. Identify the Caller by ID Repeatability across the organisation
  11. 11. Service Catalogue = Incident Classification 1. Service Channel = Desktop Software 1.1. Service = Microsoft Outlook 1.1.1. Symptom = Unable to Send Receive 1.1.2. Symptom = Mail Box Full 1.1.3. Symptom = Not Able to Connect
  12. 12. 1 st Iteration Lessons Easy to Use Classification needs Improvement High Data Entry Error Fig 17 Usability of INC Classification Fig 18 Usability of Closure Code
  13. 13. 2 nd Iteration - A New Way of Perceiving FTF First Time Fix Ranges Between 85 and 87%
  14. 14. FTF After Segregating Service Requests 67% SR 33% IR
  15. 15. Top Three Ticket Generators USD, How Do I and Password Reset.
  16. 16. Top 10 Incident Generators
  17. 17. Top 10 Outlook Symptoms 67% belongs to Generic Others and give no clue to the real problem
  18. 18. 3 rd Iteration – Improved Data Data from 1 – 15 th Feb Data from 8 – 11 th Mar Dramatic Changes to the number of Incidents classified as Others completely changes the profile of Classification Dramatic Changes to the number of Incidents classified as Others completely changes the profile of Classification
  19. 19. Improving Closure Codes Data from 1 – 15 th Feb Data from 8 – 11 th Mar 50% Reduction in Agent Error Agents who need further training Findings are based on 55% data
  20. 20. 4 th Iteration Capability for Identifying Improvement Opportunity Common Underlying Cause
  21. 21. Eliminating Underlying Cause
  22. 22. Next Steps Service Quality Monitoring Group Organisational Change Facilitators, Building on Lessons Learnt
  23. 23. The Virtual SQM group SOM Tools Group Technical Support Q Group Technical Support E Learning Training Program Development Learning & Development Training Program Management (CDM) Service Desks SDM DSS Support Groups SDM Application Support Groups SDM Infrastructure Support Groups SDM Service Quality Monitoring Group
  24. 24. Summary of 100 Day Plan Week 1 – 4 Establish Transparency <ul><li>Create End to End Service Map </li></ul><ul><li>Review and Improve Classification and Closure Categorisation </li></ul><ul><li>Perform Quality Review and Create Policy for Implementation and Compliance Assessment </li></ul><ul><li>Re-Do configuration in ICCM </li></ul><ul><li>Operate New Configuration </li></ul>Week 5 – 8 Make Changes Identify Top 3 Incident Generators Identify Improvement Opportunities Operate Problem Management Process Implement Operational or System Changes Operate Changed System Week 9 – 12 Build Sustainability Verify Effectiveness of Improvement through reduction in incident trend or Turn Around Time Identify Applicable Classifications for Knowledge Articles, Approved Work Around and Call Scripts and implement Finalise Multilevel Service Oriented KPI Metrics and Apply Establish Compliance Assessment
  25. 25. See You Next Year Question Time

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