Service Desk Consolidation Project
|
|
|
- Steven Page
- 10 years ago
- Views:
Transcription
1 Jonathan Marks Project Manager IT Services - delivering responsive, innovative IT ICT Forum - 18 March 2014
2 Aims: - To bring together the s of IT Services into a consolidated service which incorporates consolidated business processes a software toolset that are used across all the service desks To create a solution of business processes and software toolset which can be expanded to embrace use by units (departments and colleges) of the university who wish to join in Consolidation Project Page 2
3 Project Board Name Department Role Notes John Ireland IT Services Director of Customer Services Project Sponsor Andrew Hynes Den Moore Gerard Robinson IT Services AAD IMSU Jeffrey Thomas IT Services Karen Wells Worcester College Director of Projects and Services Head of Student Information & Financial Support Deputy Director IMSU Director of Administrative IT Services IT Manager Worcester College Ian Teasdale IT Services Manager Senior User (from 11/02) Jonathan Marks IT Services Project Manager Secretary of Project Board Consolidation Project Page 3
4 Jonathan Marks Ian Teasdale Andy Goff Louise Piper Roberta Burtsall Katherine Craddock Maggie Howe Riaz Khimji Jemima Spare Stuart Robeson Tony Brett Jane Littlehales Caroll Mitchell Luke Johnson Diane Mitchell Project Team Project Manager Incident Management and Problem Management Change Management Request Fulfilment Process Analyst Banbury Road, System Administrator Blue Boar Court NSMS Telecoms Banbury Road, System Administrator ITS3 (representing distributed IT support staff) Communications Training Finance - Purchasing Admin Support Consolidation Project Page 4
5 Where are we now? We ve designed some processes We have selected a vendor FrontRange Solutions HEAT SaaS Service Managememt Into phase2 Consolidation Project Page 5
6 Frontrange HEAT SaaS Consolidation Project Page 6
7 What are we doing now? Back to processes Process Team engaging with teams across IT Services Ian Teasdale Andy Goff Louise Piper Roberta Burtsall Incident Management and Problem Management Change Management Service Request Fulfilment Service Request Fulfilment Negotiations with Frontrange Fundamentals training - project team Consolidation Project Page 7
8 What are we going to do? Process Design Training & Scoping Process Review and Sign Off Config & Testing Fundamentals Field Data Training Deployment Categorisations Metrics People data Scoping Workshop with Frontrange Administrator training Configuration of HEAT Modules System Testing Integrations User Acceptance Testing Tweaking, testing Roadshows Training Communications Transition Management Information Consolidation Project Page 8
9 When do we start using HEAT and the new processes? Today, there is not a firm answer Why can we not tell you now? People data into security model of HEAT Fundamentals training raised more decisions which we need to make about HOW we use the tool Consulting widely within IT Services good, and provokes awareness of considerations Transition Phasing questions to be resolved Announce in IT Services by the end of March Consolidation Project Page 9
10 Local Support initiates contacts with IT Services Distributed Local ITSS Initiates A ongoing communication A End User 10
11 Process Playback Play back: the Incident Process with some real life scenarios certain Service Request models using the IT Services agreed processes Do the processes work? Gerard Robinson and Karen Wells to help. Others interested? Consolidation Project Page 11
12 Communication Blog IT Services News ICT Forum Conference Further update in some form We shall tell you ahead of transition to new toolset!! Consolidation Project Page 12
13 Consolidation Project Page 13
14 Consolidation Project Page 14
Service Desk Consolidation Project
Jonathan Marks Project Manager IT Services - delivering responsive, innovative IT ICT Forum 25 June 2014 Aims: - To bring together the s of IT Services into a consolidated service which incorporates consolidated
Blue Fire Thames Court 1 Victoria Street Windsor SL4 1YB [email protected] www.bluefire-uk.com
Blue Fire Thames Court 1 Victoria Street Windsor SL4 1YB [email protected] www.bluefire-uk.com 1 1. Service Description Blue Fire is a Digital and IT Practice focused on supplying individuals and
How to Work with HEAT Self-Service
How to Work with HEAT Self-Service About This Document This document provides end-user instructions on using the HEAT Self-Service (HSS) application to create, update, and manage tickets opened with an
CMDB Essential to Service Management Strategy. All rights reserved 2007
CMDB: Essential to the Service Management strategy Business Proposition: This white paper describes how the CMDB is an essential component of the IT Service Management Strategy, and why the FrontRange
IT Operations Management. Intelligent. Integrated. Innovative.
IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to
Evolving the IT Service Experience to Meet New Business and User Demands
Evolving the IT Service Experience to Meet New Business and User Demands Evaluating IT Service Performance in the New Normal Executives have known for some time that the new normal of the business landscape,
Introduction to ITIL for Project Managers
CSC NORTH AMERICAN PUBLIC SECTOR Introduction to ITIL for Project Managers May Chantilly Luncheon Linda Budiman, PMP ITILv2 & ITILv3 Process Architect ITIL Service Manager, CobiT certified 5/13/2008 8:08:45
At the beginning of my career as a desktop support manager, I searched everywhere
SEPTEMBER 2013 Desktop Support Metrics Written by Mike Hanson Data analysis by Jenny Rains At the beginning of my career as a desktop support manager, I searched everywhere for examples of industry-standard
Dynamic Service Desk. Unified IT Management. Solution Overview
I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
ERP. Key Initiative Overview
Jeff Woods Research Managing Vice President This overview provides a high-level description of the ERP Key Initiative. IT leaders can use this overview to better understand what they need to do to prepare
Five Ways to Satisfy Both Business and User Demands for IT Service
Five Ways to Satisfy Both Business and User Demands for IT Service Evaluating IT Service Performance in the New Normal Executives have known for some time that the new normal of the business landscape,
Service Desk Institute 10 Steps To Successful ITSM Tool Selection
Service Desk Institute 10 Steps To Successful ITSM Tool Selection Introduction The one decision that really makes a difference for both consumers of IT and our service desk analysts is the one to replace
STRATEGIC FINANCIAL PLANNING AND FORECASTING
STRATEGIC FINANCIAL PLANNING AND FORECASTING PLAN-TO-PERFORM BLUEPRINT A WEB BASED PLANNING PROCESS FOR INCOME STATEMENT, BALANCE SHEET AND CASH FLOW VERSION 1.0 EXECUTIVE SUMMARY Solution map This application
Momentum offers you free training, webinars and much more to: help you understand the power of your current LANDESK products
LANDESK Momentum Momentum offers you free training, webinars and much more to: help you understand the power of your current LANDESK products improve your ROI Upcoming Webinars: Visit: www.landesk.com/momentum
Request for Proposal. Supporting Document 3 of 4. Contract and Relationship Management for the Education Service Payroll
Request for Proposal Supporting Document 3 of 4 Contract and Relationship December 2007 Table of Contents 1 Introduction 3 2 Governance 4 2.1 Education Governance Board 4 2.2 Education Capability Board
Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level
Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage
ITIL V3 Foundation Certification - Sample Exam 1
ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant [email protected] Agenda
2. Does BGSU have a preference for an on-premise or cloud/hosted solution?
RFP #6057 Questions and Answers 1. It is our generally our preference to provide the names and contact numbers of references when we have been shortlisted or during advanced negotiations. This is intended
2007 Follow-Up Report on the Audit of Information Technology January 2005
2007 Follow-Up Report on the Audit of Information Technology January 2005 Natural Sciences & Engineering Research Council of Canada & Social Sciences & Humanities Research Council of Canada October 2007
Charles Betz Enterprise Architect & Author
Charles Betz Enterprise Architect & Author Charlie Betz is Director of Technical Strategy (aka Chief Architect) for a major US telecom and ecommerce hosting provider, currently assigned to one of the largest
ANALYST ALERT: Gartner Magic Quadrant and Critical Capabilities for ITSSM 2014
ANALYST ALERT: Gartner Magic Quadrant and Critical Capabilities for ITSSM 2014 Gartner recently published two reports that complement each other. The Gartner Magic Quadrant for IT Service Support Management
Free ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
Appendix D Programme Stream 6 CRM Procurement. Programme Stream 6 Remodelling of Customer Services Programme CRM Procurement
Programme Stream 6 Remodelling of Customer Services Programme CRM Procurement Recommendations That the Executive note CRM procurement will be put out to tender in 2010/11 and note the proposed phasing
MICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP #2402-12 ADDENDUM #1. May 23, 2012
MICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP #2402-12 ADDENDUM #1 May 23, 2012 For the Request for Proposal listed above, the following are changes, clarifications and/or questions and
Service Desk as a Service
Service Desk on Command A Steria Cloud Services Offering Service Name Service Desk on Command Service Desk as a Service Type of Service: IaaS PaaS SaaS Specialist Services Deployment Model: Public Private
Service Level Agreement
This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery and support of Emory s service. The purpose of this agreement is
ServiceNow Phase I: Service Desk Consolidation Project Charter
Prepared By: Jodi Muller and Rebecca Nguyen Date of Publication: 06/6/2011 Version 1.6 Table of Contents PROJECT OVERVIEW... 3 PROJECT SCOPE... 3 OUT OF SCOPE... 3 PROJECT APPROACH... 4 ESTIMATED COST...
PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT. Produced By : Pink Elephant Date : May 2015
PinkVERIFY 2011 IT SERVICE MANAGEMENT TOOL ASSESSMENT Produced By : Pink Elephant Date : May 2015 1 Table Of Contents 1 PinkVERIFY IT Service Management Tool Assessment Service... 3 1.1 Executive Summary...
ITIL Service Lifecycle Stream
ITIL Lifecycle Stream Syllabus at a Glance Strategy Design Transition Operation Continual Improvement Introduction to service strategy Introduction to service design Introduction to service transition
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Module 1 Study Guide
Module 1 Study Guide Introduction to OSA Welcome to your Study Guide. This document is supplementary to the information available to you online, and should be used in conjunction with the videos, quizzes
o Cost containment through effective and SAP IT Procurement & negotiation strategies to help them achieve best-inclass, purchasing Asset Management
Alexa Bona s research currently focuses on IT management. As part of the IT Procurement and Asset o Workshop: Six Steps to Preparing and Negotiating Software Contracts o Negotiating effective sustainable
How To Implement An Enterprise Resource Planning Program
ERP Implementation Program Key phases of ERP implementation: Analysis of the company existing or designing new business process descriptions Inventory of the company s existing formal workflows or designing
ITSM Software: Is SaaS the Model for You?
ITSM Software: Is SaaS the Model for You? By Kai Holthaus, ITIL v3 Expert and Director for Third Sky, Inc. Software as a Service (SaaS) has gotten a lot of attention recently. Many companies and IT organizations
Roles within ITIL V3. Contents
Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for
YOUR UNDERWRITING WORKFLOW:
MISSION: TO BECOME THE BENCHMARK FOR EXCELLENCE AS A SERVICE PROVIDER TO THE INSUR- ANCE INDUSTRY. VISION: TO IMPROVE THE EFFICIENCY AND QUALITY OF INFORMATION PROCESS- ING AND RISK ASSESSMENT TOOLSETS
Enterprise Managed PBX Telephony
Office of Information Technology Services Service Level Agreement Enterprise Managed PBX Telephony December 17, 2013 v2.1 Service Description Enterprise Managed PBX Telephony Service Description The Enterprise
Benchmark Against Best Practice Service Delivery Metrics
Benchmark Against Best Practice Service Delivery Metrics Featuring: Julie Giera, Forrester Pierre Champigneulle, BearingPoint Host: Jason Schroedl, newscale Internal Service Delivery The average company
Minimizing ITSM cost of entry: HP Service Anywhere
Minimizing ITSM cost of entry: HP Service Anywhere Simple. Scalable. SaaS. Ioannis Mangos Senior Business Consutant HP Software Greece & Cyprus Fundamental question: On-Premise or SaaS Key factors affecting
Ready, Set, Go! A Game Plan for Talent Management in the Midmarket
Ready, Set, Go! A Game Plan for Talent Management in the Midmarket Introduction Organizations that have survived the global economy of the past few years have experienced the new business reality: the
Support Services 2012 Tuesday 10 - Thursday 12 July 2012 Crewe Hall, Cheshire
Support 2012 Tuesday 10 - Thursday 12 July 2012 Crewe Hall, Cheshire PARTICIPANTS CONTACT DETAILS Institution Name Job Title Aston University Bangor University Barclay Rae Consulting Birmingham City University
SECURITY-BASED TABLETOP EXERCISE
SECURITY-BASED TABLETOP EXERCISE USER GUIDE 6/23/2015 Page 1 of 6 INTRODUCTION Emergency incidents are not common occurrences, but the timely and appropriate response to an incident is critical to the
SLA Based Information Security Metric for Cloud Computing from COBIT 4.1 Framework
International Journal of Computer Networks and Communications Security VOL. 1, NO. 3, AUGUST 2013, 95 101 Available online at: www.ijcncs.org ISSN 2308-9830 C N C S SLA Based Information Security Metric
Cloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1
Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported
About this guide. 4 The syllabus requires knowledge of this topic. 4. 8 This is material that may be of interest to the reader but is
About this guide This guide provides a quick reference to the ITIL framework for good practice in. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable
BMC Service Assurance. Proactive Availability and Performance Management Capacity Optimization
BMC Service Assurance Proactive Availability and Performance Management Capacity Optimization BSM enables cross-it workflow Proactive Operations Initiatives Incident Management Proactive Operations REQUEST
The ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
BMC Software Consulting Services. Fermilab Computing Division Service Catalog & Communications: Process and Procedures
BMC Software Consulting Services Service Catalog & Communications: Process and Procedures Policies, Client: Date : Version : Fermilab 02/12/2009 1.0 GENERAL Description Purpose This document establishes
Free ITIL v.3. Foundation. Exam Sample Paper 3. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 3 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service Level Package
How To Be An Itil Service Desk Manager
Job Description Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Salary: Grade LM1(Points 32-35) Commencing 31,006 with progression
IT Service Management with System Center Service Manager
Course 10965B: IT Service Management with System Center Service Manager Course Details Course Outline Module 1: Service Management Overview Effective IT Service Management includes process driven methodologies
Why your business needs capacity management
business technology leadership Executive Briefing Why your business needs capacity management SPONSORED BY 1 Why your business needs capacity management The modern CIO needs to be ahead of the game anticipating
Publish Date: 19/06/14 Version: 1.2. Internet Connectivity Service Level Agreement. Page: 1. Internet Connectivity Service Level
Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported Coverage Window 4 5. Incident and Service Request Targets 5 6. Manufacturer
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 5.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Audit of Business Continuity Planning
Cumbria Office of the Police & Crime Commissioner Audit of Business Continuity Planning 0 Cumbria Shared Internal Audit Service Images courtesy of Carlisle City Council except: Parks (Chinese Gardens),
Process Optimizer Hands-on Exercise
IBM BPM in Action using WebSphere Lombardi Edition Process Optimizer Hands-on Exercise This lab will introduce you to the Lombardi Process Portal, which is an interface that enables process participants
Service Desk Menu. User Guide. Concerto Support Services Ltd Stuart Cripps 1/30/2013
Service Desk Menu User Guide Concerto Support Services Ltd Stuart Cripps 1/30/2013 Contents Getting Started... 3 Logging In... 4 Assigning to your favourites... 5 Service Desk Menu Introduction... 6 Service
Business Transformation with Cloud ERP
Photo copyright 2012 Michael Krigsman. Business Transformation with Cloud ERP Prepared by Michael Krigsman February 2012 NetSuite sponsored this independent white paper; Asuret does not endorse any vendor
Publish Date: 30/06/14 Version: 1.2
Publish Date: 30/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 4 5. Hardware RMA Process 4 6. Supported Coverage
IT Audit in the Cloud
IT Audit in the Cloud Pavlina Ivanova, CISM ISACA-Sofia Chapter Content: o 1. Introduction o 2. Cloud Computing o 3. IT Audit in the Cloud o 4. Residual Risks o Used Resources o Questions 1. ISACA Trust
Job Description. Job Title: Department: ICT Service Support Manager Responsible to:
Job Description Job Title: ICT Service Support Manager Responsible to: ICT/IS Manager Main purpose of the job: Department: INFORMATION TECHNOLOGY Number of people directly managed: 3 + temporary contractors
IPL Service Definition - Master Data Management Service
IPL Proposal IPL Service Definition - Master Data Management Service Project: Date: 16th Dec 2014 Issue Number: Issue 1 Customer: Crown Commercial Service Page 1 of 7 IPL Information Processing Limited
ITIL / ITSM: Where Do I Start?
ITIL / ITSM: Where Do I Start? A whitepaper presented by: Third Sky, Inc. 75 Union Street, Suite 100 Brighton, MA 02135 http://www.thirdsky.com In partnership with: FrontRange Solutions, Inc. Page 1 of
The ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
Fermilab Computing Division Service Level Management Process & Procedures Document
BMC Software Consulting Services Fermilab Computing Division Process & Procedures Document Client: Fermilab Date : 07/07/2009 Version : 1.0 1. GENERAL Description Purpose Applicable to Supersedes This
Integrating Project Management and Service Management
Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming
Service Desks of the Future
Service Desks of the Future Contact Elimination, Self-Service and a Changing Workforce By: Louis Marchesani CAI Service Desk Product Owner 03/15/2013 Today s Topic This presentation explores how traditional
POSITION INFORMATION DOCUMENT
POSITION INFORMATION DOCUMENT Position Title: ICT Service Desk Manager Classification Code: AS07 Division: ICT Services Directorate: ICT Customer Services Type of Appointment: Branch: ICT Central Ongoing
Support Services. Engineering solutions for operational excellence SERVING THE WORLD S RAILWAYS. Technical. Manufacturing Services
hain ces Technical Support Technical Support Overhaul & Repair Manufacturing Product Innovation & Technology Consultancy Products Engineering solutions for operational excellence SERVING THE WORLD S RAILWAYS
IT Organisation in Change
IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?
Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management
Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive
KMS Implementation Roadmap
KMS Implementation Roadmap Sample Excerpt Prepared by: The Knowledge Compass, Inc. TABLE OF CONTENTS 1. EXECUTIVE SUMMARY 5 1.1 Overview 5 1.2 Project Goals & Objectives 5 1.3 Implementation Approach 5
University of Central Florida Class Specification Administrative and Professional. Information Security Officer
Information Security Officer Job Code: 2534 Serve as the information security officer for the University. Develop and computer security system standards, policies, and procedures. Serve as technical team
CUSTOMER EXPERIENCE SURVEY SM
CUSTOMER EXPERIENCE SURVEY SM CASELODE FINANCIAL MANAGEMENT Morningstar Technology Post Office Box 622 Simpsonville, SC 29681 LEGALRELAY.COM 3122 FORRESTER ROAD PEARLAND, TX 77000 INTRODUCTION LEGALRELAY.COM
SaaS the new normal. Service-now.com, Terry Brown
SaaS the new normal Service-now.com, Terry Brown Discussion Points Undeniable evolution What is SaaS? How can you benefit from SaaS Creating an ITSM solution at John Maneely Company Business drivers affecting