itsm project

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The organization of Service Desk and Incident Management implementation Oleksandr Vinnytskyi ITSM Manager IT-consulting http://it-consulting.incom.ua

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DESCRIPTION

This presentation describe the results of the real ITSM Project and the approach of our consulting team to implement ITIL processes.

TRANSCRIPT

Page 1: ITSM Project

The organization of Service Desk and Incident Management

implementation

Oleksandr VinnytskyiITSM Manager

IT-consultinghttp://it-consulting.incom.ua

Page 2: ITSM Project

• IT department

• Project goals

• Project features

• Project results

• Further development

Agenda

Page 3: ITSM Project

• General number of staff – 120,

40 employees support users

• Personnel for request fulfillment and solving

typical incidents

• Activities

• Users support

• IT infrastructure development

IT Department

Page 4: ITSM Project

• Partial Activity Formalization

• Users Support Automatization on MS

Portal

• Metrics are not defined

• Users address directly to qualified

specialists

Start

Page 5: ITSM Project

• Improve service level and quality of IT-services leading to increase customer satisfaction

• Optimize IT-resources usage• Prove Process Method advantages• Ensure 100% request registration• Provide IT-department with Decision making

tool• Create the basis for further ITIL processes

implementation

Project goals

Page 6: ITSM Project

• Independent assessment of ITSM processes level

• ITSM processes designing

•Automation system and technological solution deployment

• Regulative documentation creating

Main Project Milestones

Page 7: ITSM Project

•Regulations

•Procedures

•Instructions

• Automation system

• Monitoring system

• Authentication system

•Training

•Coaching

•Motivating

Our approach to ITSM implementation

Page 8: ITSM Project

• Service Desk contains 3 support lines• Automatic Incident generation detected by

monitoring system• User-support activities of qualified Specialists

are minimized• Manager’s and IT Department staff’s major

contribution• Project duration - 5 months

Implementation features

Page 9: ITSM Project

Software

Network

Hardware

Technical specialists (3-d line support)

Service Desk

Incident Manager

1-st line supportCustomers

2-d line support

Service Desk Structure

Page 10: ITSM Project

Technological solutions

Page 11: ITSM Project

Created documentation

Page 12: ITSM Project

• IT-service catalog is designed• Incident management is implemented and

formalized• Responsibilities are defined and determined• IT department staff is trained• IT department Manager is provided with IT

management tool• IT resources are used more efficient• Customers satisfaction of IT department activities is

increased

Project results

Page 13: ITSM Project

Now

Before

Maturity level of the Incident management

The process is designed and implemented

Page 14: ITSM Project

Further development

Page 15: ITSM Project

Thank you for your attention