IT Service Management

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1 IT Service Management Online Meeting 1 October

2 Agenda ITSM Progress Update ITSM Strategy and Roadmap Update Timeline ITSM Governance Approach ITSM Process Owners Wrap-up and Next Steps 2

3 ITSM Progress Update Communications: Monthly ITSM Online Lync Meetings Initiated ITSM Strategy and Roadmap: Recent activities and progress will be discussed today ITSM Tooling: Remedy Remediation Progress (Last Month s ITSM Online Meeting Topic) New ITSM Tool Evaluation (Next Month s ITSM Online Meeting Topic) 3

4 Agenda ITSM Progress Update ITSM Strategy and Roadmap Update Timeline ITSM Governance Approach ITSM Process Owners Wrap-up and Next Steps 4

5 Overview of ITSM Timeline January - April April June July September October Process ITSM Orientation ITSM Strategy & Roadmap Clear objectives and measures of success Prioritized Roadmap Iterations of Process Design and Implementation Process Design, including workflows, policy, roles, KPIs Iterative waves of process deployment Communications Tooling ITSM Comm. Planning ITSM Communications Plan Execution Tactical Remedy Remediation Capability Requirements Service Desk Task Force Incident, Problem Mgmt. Other Process Capabilities Change, Config, Service Catalog, Solution Design ITSM Tool Evaluation Tool Procurement, Installation 5

6 ITSM Strategy and Roadmap ITSM Strategy and Roadmap Sponsor: Rob Adams Recap of Approach: 1 Define ITSM Charter with Goals, Roles, Risks, etc. We Are Here 2 Define ITSM Detailed Roadmap 3 - ITSM Governance and Process Standards Status: Drafted and ready for Steering Committee Review Status: In Progress. High-level waves identified and drill down details being developed Status: Will be initiated after roadmap draft completed 6

7 ITSM Charter Update Charter Drafted Documents ITSM goals, scope, roles, guiding principles, risk mitigation. Executive Summary is being created ITSM Steering Committee will be reviewing and providing input After incorporating their input, the Charter will be finalized and published 7

8 ITSM Program Roadmap: Start with Summary and then Drill Down Views ITSM Program Executive Summary View This view provides a summary view of process work items along with ITSM programlevel activities for training, reporting, governance, communications, etc. Drill-Down Views For the near-term areas targeted for strategic enterprise activity, drill-down views provide more detailed information actions plans for processes, tools, etc. 8

9 ITSM Iterative Roadmap: Summary View 2013 (Timeframe Under Development) Q3 - Q Govern Operational Governance Structure Onboarding Strategy Foundational ITSM Process and Tool Training Metrics Baseline, Reporting and KPI Realization Ensuring appropriate operational governance and metrics capabilities Deliver Be Responsive Service Desk, Incident, Request Fulfillment Shared Service alignment Be Predictive Service Definition, Agreements, Self-Service Be Preventive Problem and Change Management Configuration Management Design, Establish, Integrate, Expand Delivering iterative waves of process improvement Enable Platform Selection New Tool Configuration, Testing, Pilot and Deployment Enabling technology and new toolset implementation 9

10 ITSM Governance Approach: Roles Identified for Upcoming Phases IT Process Owners Service Desk Incident Mgmt. Problem Mgmt. Change Mgmt. Configuration Mgmt. Service Catalog Mgmt. ITSM Platform Owner CIO IT Policy Council SIAC ITSM Project Champion / Steering Committee Chair ITSM Steering Committee ITSM Delivery Manager Program Manager ITSM Training ITSM Metrics & Reporting Lead Business Process Management integration Communications and Transformation Owner 10

11 Agenda ITSM Progress Update ITSM Strategy and Roadmap Update Timeline ITSM Governance Approach ITSM Process Owners Wrap-up and Next Steps 11

12 Wrap Up and Next Meeting Topic Next Month s ITSM Online Meeting Topic: Update on the ITSM Tool Evaluation Activities November 7 th, 10:30-11:30am 12

13 Questions? 13

7 Practical insights for IT Asset Management

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