Standard Operational Checks for IT Service Management Processes – Once Implemented

10th of June, 2018 / / No Comments

Why Operational Process Checks are Required in Service Management?

  • In order to sustain and measure how effectively we are executing our processes, we require to have process operational checks once implemented.
  • This will allow us to identify inefficiencies and subsequently to improve the current Service Management processes.
  • These checks will also provide input into Continual Service Improvement (CSI) Programme.

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Operational Checks for Service Management Processes – Once Implemented

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Standard Guidelines

  • The operational process checks will be managed by IT Service Management
  • Through process governance meetings, agreement can be established on who will update a section of a process or the whole document.
… [Keep reading] “Standard Operational Checks for IT Service Management Processes – Once Implemented”

Major Incident Management – Inputs and Outputs

7th of June, 2018 / / No Comments

Definition

A major incident is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process.
The Major Incident Management Process applies globally to all Customers and includes Incidents resulting in a service outage.  This process is triggered by Incidents directly raised by Users or via referral from the Event Management Process, which are classified as Major Incidents in the Incident Management Process by the Service Desk.… [Keep reading] “Major Incident Management – Inputs and Outputs”

Cloud Operations Model and Project Stream – Considerations

2nd of June, 2018 / / No Comments

Background

Cloud operations stream is responsible for designing and operation of the cloud model for the project and BAU activities. This stream is primarily responsible for people, process, tools and information. The model can change as the organisation’s requirements and type of business.  

Aspects – Cloud Operations Model

Below is an example of key aspects that we need to consider when defining Cloud Operations Model.
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Cloud Operations Stream  – High Level Approach

Below is an example model for how to track a cloud program operationally.… [Keep reading] “Cloud Operations Model and Project Stream – Considerations”

ITSM – Service Catalogue – Summary

22nd of May, 2018 / / No Comments

Definition

  • The Service Catalogue represents a trusted record of the services provided by Information Technology (IT), its default capabilities, measures and primary means of access and provision.
  • It is the means by which we articulate WHAT we manage and measure. It is the hidden power of how we set the customer’s expectations and exceed them.
  • It can provide an essential medium for communication and coordination among IT and its customers, and should distinguish between Business Customers (the ones paying for the service) and End Users (the recipient of the service).
… [Keep reading] “ITSM – Service Catalogue – Summary”

Proactive Problem Management – Benefits and Considerations

17th of May, 2018 / / No Comments

IT Service Management – Proactive Problem Management

The goal of Proactive Problem Management is to prevent Incidents by identifying weaknesses in the IT infrastructure and applications, before any issues have been instigated.

Benefits

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  • Greater system stability – This leads to increased user satisfaction.
  • Increased user productivity – This adds to a sizable productivity gain across the enterprise.
  • Positive customer feedback – When we proactively approach users who have been experiencing issues and offer to fix their problems the feedback will be positive.
… [Keep reading] “Proactive Problem Management – Benefits and Considerations”

ITSM – Continual Service Improvement (CSI) – All you need to know

11th of May, 2018 / / No Comments

Why Continual Service Improvement (CSI) is Required?

  • The goal of Continual Service Improvement (CSI) is to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support Business Processes.
  • The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole life-cycle.
  • To manage improvement, CSI should clearly define what should be controlled and measured.
… [Keep reading] “ITSM – Continual Service Improvement (CSI) – All you need to know”

Defining IT Strategy

9th of May, 2018 / / No Comments

Information Technology (IT) Strategy is a comprehensive plan that outlines how technology should be used to meet IT and business goals.

The following approach can be used to define your organisation’s IT Strategy.

Inputs:

  1. Organisational Business Priorities
  2. Organisational Key Behaviours
  3. How Business will be Supported by IT
  4. Technology Influences
  5. IT Strategic Principles
  6. IT Service Management Operating Principles

First of all, in order to define an IT Strategy, we need to obtain the above inputs (as much as possible).… [Keep reading] “Defining IT Strategy”

Continual Service Improvement Roadmap – Operations – How it can be done

21st of March, 2018 / / No Comments

Step 1: Current State Assessment – People, Process and Technology
Step 2: Gather Strengths, Weaknesses, Opportunities and Threats (SWOT)
Step 3: Gap Analysis – Comparing with Target State/Aspirations
Step 4: Recommendation and Next Steps
Step 5: Continual Service Improvement Roadmap
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Example: Step 1 – Current State SWOT Analysis
Analyse the current state – SWOT, include all the data in the category below. This will help to compare the target state outcomes.
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Example: Step 2 – Target State
Obtain the target state outcomes and aspirations from the organisation/department that you are analysing.… [Keep reading] “Continual Service Improvement Roadmap – Operations – How it can be done”