Service Management

Service management and ITIL have almost become synonyms these days. delITad has the required knowledge to assist you in any aspect of service management, we offer the services to implement all aspects of the ITIL framework.

We often saw in other environments that the BIG BANG approach for Service management implementation does not work as the impact on the organization is too big and the people, both IT and the business cannot handle the change. Therefore we present the methodology drawn below.

The approach starts with a Current State Audit and comes into a so called Deming cycle. You will also see that we only start wit ha limited set of processes. As we understand the IT organization wants to gradually evolve to full service organization. At the end we will give short preview on what the next steps could be.

The role that is foreseen for the delITad consultant is that of a coach. Besides the guidance of the ICT organization into the approach, the coach will also be responsible for the delivery of a number of documents (processes, frameworks,…). These are clearly described within the different phases.

The continuous improvement cycle is explained in the picture below:

Current State Audit

1. Project kick-off 

During this first project phase the project team is introduced. All members that will participate in this projects are gathered for a project manager’s presentation relating:

• Introduction
• the business case of the project
• the scope of the project
• the project approach
• the project timeline
• Arrangements on project meetings
• Arrangements on project documentatie
• Next steps
• Questions

After the communication and approval of these arrangements the actual project phases can start.

2. Process Audit

During this phase the following processes will be audited:

• Incident management is responsible for the handling and management of all incidents, starting with the detection and registration till the resolution and closing. The objective of the incident management process is to recover as quickly as possible to the normal operational service with least impact on the business as possible.

• Problem Management is the process responsible for managing the lifecycle of all problems. The primary Service Operation processes objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

• Configuration en asset management make sure that the different processes can be executed successfully. The fundamental deliverable is the Configuration Management Database (CMDB), which comprises one or more databases with all the IT Assets, IT infrastructure elements. Besides the specifications of each item it also provides with the link between the different configuration items.

• Service Level management negotiates, documents and reviews the business service requirements and determines the measuring points and reporting.

For this phase delITad takes the best practice ITIL v3 as the base for the evaluation. Note that ITIL is merely a framework and not a defined set of rules (as to for example ISO 20000). The audit will consist therefore out the interpretation of the processes in terms ITIL Organization and terminology. The following criteria will be evaluated:

• Documentation: we understood that there is little documentation of the processes, but on there might be nevertheless templates and procedures.

• Organization: review of the communication and reporting lines. Here we give an opinion on the process throughout the complete organization.

• Process flow: review of the process steps and verification against the ITIL framework.

• Usage: here we define the actual usage of the process. In other words, is the theoretical flow adhered to? This will be done base don a sample. Next to this also the use of the current software is taken into account.
• Key Performance Indicators (KPI): the current measure points are reviewed for their applicability, completeness and accuracy.

Inputs

If we go to the basis of service management there are 2 practical tools that need to exist before the organization change its processes.

• A Service catalog
• A Configurations Management Database

For a full overview of our services, feel free to download the Delitad Services Portfolio. Should you have specific questions or are you interested in a more in-depth presentation of our service, do not hesitate to contact us at info@delitad.com or +32 3 451 36 60.