implementation of an itsm tool
Post on 16-Oct-2021
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uOttawa.ca
Implementation of an ITSM tooland Management of ITIL process
Presented by: Jean-Francois Dion & Kais Laribi
uOttawa.ca
Quick Survey before we start
uOttawa.ca
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https://www.surveymonkey.ca/r/NWCN8L6
AGENDA3
01PROJECT OVERVIEW AND OBJECTIVESThe University needed an ITSM solution that met their present and future needs.
02PROJECT SCOPE AND DELIVERABLESThe tool was a critical tool for Information Technology. Many others at the University needed it too. It is often the first point of contact for clients, which include professors, students, support staff, researchers and others.
03PROJECT TIMELINEImplementation of TOPDesk in two phases.
04SERVICE EXCELLENCE MATURITY MODELDemonstrating value to the University and align processes with best ITIL practices.
uOttawa.ca
Project Objectives
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01Reduce costs to offer access to more users
02Offer a self-service portal
03Improve end-to-end processes
04Modernize ticket intake by offering a chat service
05Deliver ITIL Processes
Project Deliverables
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Complete ITSM solution
Project Requirements
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01Based on Information Technology Infrastructure Library (ITIL)
02Bilingual (English and French) environment and interface
03Self-Service and mobility
04Reports and dashboards
05SLA and KPI management
Selected ITSM Solution
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TIMELine8
PROJECT KICK-OFFProject initiation
Project presentation(goals, scope, delivrables)
PHASE I
Incident Management Service Request Management
Knowledge Management Reports and Dashboards
Asset Management Foundation (CMDB) Training
GO-LIVE PHASE IMigration to TOPdesk
PHASE II
Change Management Problem Management Outage Management
Self Service Portal Asset Management SLA Management
Training
GO-LIVE PHASE IIPhase II process go-live
PHASE III
ITSM Maturity Assessment
uOttawa.ca
Planningfor ITSM Maturity Enhancement
uOttawa.ca
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Document Improvement
ApproachWe are here now…
Agree on Approach
Leadership agrees on approach
Activate Plan & Engage Stakeholders
Determine full resource needs and establish on-going
communicationsReport on Progress
Activate communications plan
and report continuously
Demonstrate Progress
Activate ITSM processes /
technology in support of service value
Report On-goingActivate on-going reporting to
demonstrate value to the organization
Fully-Align…
Fully align IT services and support with Value to the
University
ITSM Maturity Enhancement
Start from where you are…there is no point re-
inventing or not leveraging work already
done.
The ITSM Maturity Assessment Process - Timelines10
Kick-off
Kickoff
Awareness and expectation setting
Gather Business and IT stakeholder views
Interviews
Assessment & Roadmap
Process review
Follow-up
Process/function maturity review
Maturity Report
Formalize assessment results
Recommendations
Deliver ITSM Maturity Assessment &
Roadmap
uOttawa.ca
Goalsof the ITSM
assessment and alignment with ITIL
best practices
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01 Determine overall process maturity for the entire IT organization against an industry-standard best-practice framework
02 Determine areas of focus for improvement to IT governance, practices, and processes, and a plan for continual process improvement
03 Determine the full set of stakeholder relationships and how they contribute to on-going IT service enhancement
04 Determine, based on stakeholder input, the priorities of the various improvements, developing a Roadmap for activation
05Focus on value to the university and its stakeholders
06 Create workable and achievable service improvement plans to enhance maturity
07 Identify specific areas where enhancements to the ITSM tool(TOPdesk) may possible and easily achievable
More mature ITSM practices
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More mature ITSM practices result in reduced IT support costs and improved ability to serve the business
Higher ServiceManagement Maturity
Performance level objectives met
Higher uptime Projects on time Projects on budget Higher end user
satisfaction Higher user satisfaction Adequate staffing
Lower Costs
Higher Service Levels
Insight:
Organizations with immature or misaligned service management processes have higher support costs, poor performance quality of services, and lower end user satisfaction.
Servie Excellence maturity model13
uOttawa.ca
THANK YOU…
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