Professional Documents
Culture Documents
Scope: all OCs or just selected ones? What about the users who need to get support from
RSOs ?
Team Productivity
Improve service level
Resource sharing and collaboration -- follow the sun approach
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.
Your ability to sell the value of ITSM is critical, so know your audience and change and sell the
pitch accordingly.
bad habits
ITIL best practices
Different approaches
Access to Dutch help desk tool & review the flow & reports
Configuration, dependencies
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:
Transactional Data
This is to support the standard ITSM operational processes, during the fluid
lifecycle of incidents, problems, etc., including:
** Build a set of process and best practices and perform several FIT-GAP sessions with each IT units in
scope ***
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