ITSM Project
- 1. The organization of Service Desk and Incident Management implementation Oleksandr Vinnytskyi ITSM Manager IT-consulting http://it-consulting.incom.ua
- 2. IT department Project goals Project features Project results Further development Agenda
- 3. 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
- 4. Partial Activity Formalization Users Support Automatization on MS Portal Metrics are not defined Users address directly to qualified specialists Start
- 5. 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
- 6. Independent assessment of ITSM processes level ITSM processes designing Automation system and technological solution deployment Regulative documentation creating Main Project Milestones
- 7. Regulations Procedures Instructions Automation system Monitoring system Authentication system Training Coaching Motivating Our approach to ITSM implementation
- 8. 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
- 9. Software Network Hardware Technical specialists ( 3-d line support ) Service Desk Incident Manager 1-st line support Customers 2-d line support Service Desk Structure
- 12. 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
- 13. Now Before Maturity level of the Incident management The process is designed and implemented
- 15. Thank you for your attention