Technology Directorate

March 2015

Service Management Success Story

•Strategic objectives and goals aligned to overall strategic business goals and objectives

•Continuous process for improvement implemented for all processes

•Strategic objectives and goals aligned to overall strategic business goals and objectives

•Continuous process for improvement implemented for all processesLevel 5 – Optimised

•Service focussed with objectives and targets linked to business objectives/goals•Services are fully defined•Availability is measured at service level•All processes are fully integrated

•Service focussed with objectives and targets linked to business objectives/goals•Services are fully defined•Availability is measured at service level•All processes are fully integrated

Level 4 – Managed

•Trends analysed and steps taken to eliminate root cause of issues•Processes are measured and reported on regularly•Awareness of availability at application level

•Trends analysed and steps taken to eliminate root cause of issues•Processes are measured and reported on regularly•Awareness of availability at application level

Level 3 - Proactive

•Processes defined, but assigned little importance, resource or focus•Activities related to processes are unco-ordinated, inconsistent and without direction

•Awareness of availability at component level

•Processes defined, but assigned little importance, resource or focus•Activities related to processes are unco-ordinated, inconsistent and without direction

•Awareness of availability at component level

Level 2 - Reactive

•Ad-hoc IT service•Few processes defined•Work typically driven by customer contact•Success depends on individual effort and heroics

•Ad-hoc IT service•Few processes defined•Work typically driven by customer contact•Success depends on individual effort and heroics

Level 1 – Initial/Chaotic

Process Maturity Levels

Maturity Level – March 2015

Service Desk

Service Desk is now recognised as a strategic function Introduction of formal reporting to measure service Customer feedback via change champions and tech bars

Incident Management

Service levels are regularly monitored and any breaches reviewed All incidents are regularly reviewed to monitor progress

Problem Management

Problem records are reviewed twice a week All Problems are updated to reflect workarounds Problems are escalated to Change Management if urgent

Change Management

Scope, quality criteria, roles and responsbilities defined in process Staff trained on process Regular reviews and reporting in place

Configuration Management

Change Management took priority over past few monthsAwaiting resource (due to start April)

Service Level Management

Needs Business Relationship Management function to agreeservice levels with business

Questions?