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Need to know more about IT organization: who is who? RSO coverages ?

How many user do


they directly support?

Scope: all OCs or just selected ones? What about the users who need to get support from
RSOs ?

One of the aim:

Team Productivity
Improve service level
Resource sharing and collaboration -- follow the sun approach

Training & ITIL empowering why is it out of scope?

Solve the Problem with Problem Management


Problem Management is often another afterthought in ITSM implementations, primarily
because the people resources are not in place and the processes are not established.
Now is an ideal time to begin understanding the fundamentals of Problem Management,
which will reduce incident recurrence and improve change success rates. You need not
be an expert to get starteda pilot of a problem advisory board and the means to
identify workarounds is a solid set of first steps you can build upon.

What we want to measure? Put this into scope

As you mature, what you measure changes, so rather than just build reports and dashboards
because the old system had them, think through what you will need to measure moving forward
and focus on those things.

Get All of IT Working Together


MArcoliens support to motivate all IT team a webinar would help In Bat we used to have quarterly
all IT webex meetings why dont we start one ?
Promote and sell the project

Your ability to sell the value of ITSM is critical, so know your audience and change and sell the
pitch accordingly.

Partnership with the vendor


If you want a smooth implementation, you need to work in true partnership with your vendor;

review of service desk processes

bad habits
ITIL best practices
Different approaches

out-of-the-box solution vs customization

Access to Dutch help desk tool & review the flow & reports

Master data & asset inventory? Configuration items ? CMDB

Early preparation of data?

Configuration, dependencies

Known errors ; knowledge base articles ? ,

Organisational Data
This is basically your organisation and your Infrastructure. These may seem to be
different areas but ultimately they form the backbone of your organisation and
against which you will log events and in which format you will want to see
outputs. This includes:
People / IT teams / user departments / projects
Sites / buildings / rooms / workspaces
Regions / geographies
Configuration Items (CIs) assets, hardware, software, infrastructure,
applications (generic and specific)
Configuration linked CIs, dependencies, infrastructure maps
Knowledge known errors and corporate resolution history, FAQs,
information

Service Data
This is where you define the service layer of your operation. It includes all the
warranty aspects of your delivery, including:

Service definitions owners, customers/users, business functions,


business criticality, risk
Service Level Agreements (SLAs) and Operational Level Agreements
(OLAs) availability, response and fix, key metrics, relative priorities
Service hours / calendars
Contract and financial details charging mechanisms, thresholds, penalties
Support/supply chain information service hours, support model, support
groups, escalation details
Customer experience CSAT measures, feedback mechanisms

Transactional Data
This is to support the standard ITSM operational processes, during the fluid
lifecycle of incidents, problems, etc., including:

Priority impact / urgency


Status accepted, pending, closed, etc.
Logging category*
Closing category cause codes, actions taken
SLA status and reasons for failure
Problem, change, knowledge links
Audit trail user, based, audit trail, social interaction

Which processes are in scope?

Change management ? Change manager ? roles ? CAB is it in scope?

** Build a set of process and best practices and perform several FIT-GAP sessions with each IT units in
scope ***

** Manage the exceptions: e.g. missing approver role in that OC / region

Detailed role descriptions: to e documented

Not only install the tool but also be the custodian of the service; perform follow up audits ; publish KPI &
report utilization level & control the cost of services later on

***

Build a prototype or a pilot roll out and based o nthis perform the fit gap

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