Epco itsm transformation_roadmap_v5_draft_063008
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The document outlines an ITSM transformation roadmap over 15 months to implement various ITSM processes and technologies in a phased approach. It includes establishing a service desk, implementing incident management, asset management, change management and other ITIL processes. Each phase has key milestones and deliverables such as process documentation, tool configuration, user acceptance testing and team setup to manage the processes. The overall goal is to lay a foundation of integrated technology and standardized ITIL processes to improve service, reduce costs and better align IT with the business.
Epco itsm transformation_roadmap_v5_draft_063008
- 1. Incident Mgt Problem Mgt Change Mgt Service Level Mgt Request Mgt Asset Mgt Configuration Mgt Atrium CMDB Discovery (MS SMS) Request Mgt (EPCO ARS) Auto-Ticketing Event Mgt User Account Mgt Remedy ITSM 7.0 Apps Legacy Applications Technology Training PROCESSTECHNOLOGY ITSERVICEMANAGEMENTTRANSFORMATIONROADMAP5.0 IT Governance Model Framework ITIL Training for Mgt. IT Vision, Mission and Values IT Policy Training Incident Mgt Process Doc Production Rollout Collect Gaps Governance Incident Mgt UAT Incident UAT Test Doc CoBIT Mgt Training/Review Incident Mgt Policy Doc Production Rollout Collect Gaps Problem Mgt UAT / Pilot Problem Mgt Train Docs Production Rollout Collect Gaps Request Mgt UAT / Pilot Production Rollout Collect Gaps Asset Mgt UAT / Pilot Asset Mgt Policy Doc Collect Gaps Change Mgt UAT / Pilot Change Mgt UAT Test Docs Change Mgt Policy Doc Service Request Mgt Process Doc Asset Mgt Process Doc Incident Service Level Targets Configure & Unit Test Incident Application ITIL Process Training UAM Part 1: Foundation Import Tool Install Development, QA-Test and Production Environment(s) UAM Part 2: EPCO ODS Integration UAM Part 3: Active Directory Integration Configuration Management Plan IT Service Portfolio End User Service Catalog Populate CMDB Microsoft SMS connector into CMDB ROLES ITIL Process Team Technical Team Program Team Incident Management Process Owner Service Desk Application Administrator Problem Management Process Owner Problem Management Problem Support Staff – Technical Analyst Knowledge Manager (Optional – reports to Problem Manager) Change Management Process Owner Incident Management Support Staff – Service Desk Analyst Change Management Application Administrator Release Manager (Optional) Request Management Coordinator (reports to Change Manager) Request Management Catalog Coordinator / Application Administrator Asset Management Process Owner Asset Management Application Administrator Procurement (Subject Matter Expert) SME Contract (Subject Matter Expert) SME Service Level Management Process Owner Service Level Management Application Administrator BSM / ITSM Solution / Integration Architect Global Remedy ITSM Developer / Development Team Global Remedy ITSM Administrator Configuration Management Database (CMDB) Administrator Remedy ITSM Reporting Administrator ITIL / ITSM Program Manager (Operations) ITIL / ITSM Project Manager Configuration Management Process Owner Configuration Controller (Microsoft SMS and SCOM Data Manager) Request Mgt Policy Doc Request UAT Test Doc IT Policy Training ITIL Process Training Config Mgt Policy Doc Configuration Mgt Process Doc Request Service Targets Asset Service Targets Implement Interface between EPCO ARS and Remedy Configure & Unit Test Remedy Change Application Asset UAT Test Doc Configure & Unit Test Remedy Asset Application Configure & Unit Test Remedy CMDB Application Change Mgt Process Doc Problem Mgt Process Doc IT Policy Training ITIL Process Training Change Mgt Service Targets Problem Mgt Service Targets Transition Support Center Incident Handling from Clientele to Remedy Transition Support Center Service Request Handling from ARS/ Clientele to ARS/Remedy CI Scope Defined Asset Management Plan Asset Scope Defined Operations Service Catalog Configure & Unit Test Remedy Change Application 1 3 4 2 Key Milestones Key Deliverables 1. OCIO IT Strategy Doc 2. IT Governance Model Framework PPT 3. Incident Management Process Doc 4. Incident Management Policy Doc 5. Incident Management UAT Test/Train Doc 6. Incident Management Gap Doc 7. IT Service Portfolio 8. End User Service Catalog 9. Asset Management Plan 10. Configuration Management Plan 1. Incident Mgt Rollout Completed 2. ODS Integration to Remedy Completed 3. Support Center transition to Incident Handling in Remedy Completed 4. Incident Mgt Team in place to manage and support ITSM Release 1.0 1 2 3 4 5 6 7 8 9 10 IT Governance Review IT Governance Review (Desktop Hardware Only) 12 16 20 19 15 13 17 11 14 18 5 6 7 9 10 11 12 Populate CMDB 14 (Servers) 26 22 24 27 28 29 25 IT Policy Training ITIL Process Training IT Governance Review Apply Customizations (Gaps) Production Rollout EM Part 1: Network Mgt CI Population to CMDB Interface (Servers, Database, Network Infrastructure and Application Cis ) Populate CMDB 18 (Applications/ App Infrastructure) (Desktop and Laptop CI’s) Configure & Unit Test Remedy Problem Application Apply Customizations (Gaps) Populate CMDB 15 (Network Infrastructure) Populate CMDB 19 (Databases) 13 17 Apply Customizations (Gaps) Evaluate the Transition of Soreana TeamTrac to Remedy Change Mgt. Request Mgt Tool Training Asset Mgt Tool Training Incident Mgt Tool Training Problem Mgt Tool Training Populate CMDB Intel Landesk connector into CMDB 8 (Desktop Software Only) (Software CI’s) Change Mgt Tool Training 16 21 Release 1.0 Release 2.0 Release 3.0 Release 4.0 EM Part 2: Auto Incident Ticket Creation The EPCO ITSM Transformation Roadmap is a phased, building block approach to laying a solid foundation of integrated technology, applications and ITIL-based best practice processes around the IT Service Desk, Problem Management, Service Request Management (self-service), Asset (configuration) management, Change Management, Event Management and Service Level Management. By achieving Critical Success Factors and Key Milestones over the period of 15 months, EPCO will suffer less disruption and loss of productive hours, reduce operational cost, increase funding for growth and capital improvements, improve internal client relations and will achieve greater alignment and integration of the business process and technology. Services Delivered Service Desk Incident Management Key Milestones Key Deliverables 22. Change Mgt. Process Doc 23. Change Mgt. Policy Doc 24. Change Mgt. UAT Test/Train Doc 25. Change Mgt. Gap Doc 13. Change Mgt. Rollout Completed 14. Populate Server Cis to CMDB 15. Populate Network Infrastructure Cis to CMDB 16. Change Mgt. Team in place to manage and support ITSM Release 3.0 Services Delivered Change Management CMDB Part 2 Key Milestones Key Deliverables 11. Service Request Mgt. Process Doc 12. Service Request Mgt. Policy Doc 13. Service Request Mgt. UAT Test/Train Doc 14. Service Request Mgt. Gap Doc 15. Asset Mgt. Process Doc 16. Asset Mgt. Policy Doc 17. Asset Mgt. UAT Test/Train Doc 18. Asset Mgt Gap Doc 19. Configuration Mgt. Process Doc 20. Configuration Mgt. Policy Doc 21. Operations Service Catalog 5. Service Request Mgt Rollout Completed. 6. Asset Mgt Rollout Completed 7. Populate Desktop Hardware CIs to CMDB 8. Populate Desktop Software CIs to CMDB 9. Interface between EPCO ARS and Remedy completed. 10. Support Center transition to Service Request Handling in Remedy 11. Service Request Mgt Team in place to manage and support ITSM Release 2.0 12. Asset Mgt Team in place to manage and support ITSM Release 2.0 Services Delivered Service Request Management Asset Management CMDB Part 1 Key Milestones Key Deliverables 26. Problem Mgt. Process Doc 27. Problem Mgt. Policy Doc 28. Problem Mgt. UAT Test/Train Doc 29. Problem Mgt. Gap Doc 17. Problem Mgt. Rollout Completed 18. Populate Applications and Application Infrastructure CIs to CMDB 19. Populate Database CIs to CMDB 20. Event Management Auto-ticketing to Incident Management 21. Problem Mgt Team in place to manage and support ITSM Release 4.0 Services Delivered Problem Management CMDB Part 3 21 SUCCESSFACTORS 23 6/1/2008 9/1/2009 7/1/2008 8/1/2008 9/1/2008 10/1/2008 11/1/2008 12/1/2008 1/1/2009 2/1/2009 3/1/2009 4/1/2009 5/1/2009 6/1/2009 7/1/2009 8/1/2009 Knowledge Mgt Training Install Knowledge Mgt (Self-Service) Problem Mgt Policy Doc 20 June1,2009 September1,2009 March1,2009 November1,2009 Service Desk - It is intended to provide a Single Point of Contact between IT services and service providers and users on a day-to-day basis. It is also a focal point for reporting Incident (disruptions or potential disruptions in service availability or quality) and for users making service request (routine request for services). The Service Desk pro-actively keeps users informed of all relevant service events, actions and service changes that are likely to affect them. The Service Desk is in the direct line of any impact on the Service Level Agreement (SLA) and as such should be kept rapidly informed of any planned or unexpected changes or service unavailability. The Service Desk differs from a Call Center, Contact center or a Helpdesk by offering a more broad and user-centric approach, which seeks to provide a user with an informed single point of contact for all IT services. The Service Desk seeks to facilitate the integration of business processes into the Service Management infrastructure. Incident Management - Incidents are formally managed through a staged process to conclusion. The objective the process is to restore the service as quickly as possible to meet the intended Service Level Agreements. Description 1. Provides single point of contact (SPOC) for all users and clients to engage IT process and services to enable efficient coordination of support groups while providing optimum service to the client through first incident resolution; including closure and verifications. 2. Establishes process for Incident Management to prepare for near-term transition to Remedy from Clientele. Benefits Service Request Management (SRM) - The underlying workflow and processes that enable an IT procurement or service request to be reliably submitted, routed, approved, monitored, delivered and then followed up. SRM requires the implementation and integration of the IT Services Catalog. Asset Management - The disciple of managing finances, contracts and usage of IT assets throughout their lifecycles for the purpose of maintaining an optimal balance between business service requirements, total costs, budget predictability and contractual and regulatory compliance. CMDB Part 1 - Provide a logical model of the IT infrastructure that is accessed by all ITIL processes to drive consistency among them. Description Benefits Change Management - Ensuring that standardized methods, processes and procedures are used for all changes, facilitate efficient and prompt handling of all changes and maintain the proper balance between the need for change and the potential detrimental impact of changes. CMDB Part 2 - Activities include identifying, controlling, maintaining and verifying the versions of configuration items (CI’s). This CI information is to be stored in a single repository – the Configuration Management Database (CMDB) that contains details of the organization’s elements that are used in the provision and management of IT services. Description 1. Re-engineer Change Management process to increase visibility, communication and reduced impact of changes on the delivery of services, while incorporating the incident process. Benefits Problem Management - The objective of Problem Management deals with resolving the underlying cause of one or more Incidents. Also to resolve the root cause of errors and to find permanent solutions. CMDB Part 3 - Understanding the relationships between CI in terms of delivering IT services to the business, providing capability to perform risk analysis of changes and releases. Description 1. Establishes the framework for the Continuous Service Improvement Process (CSIP) to drive the evolution and proactive elements of ITSM. 2. Proactive management of the enterprise versus reactive via the Service Management Lifecycle process. Benefits 1. Provides improved user experience and customer satisfaction through a single mechanism to request a service or product. 2. Asset Management in-conjuction with configuration management ensures that only authorized and identifiable items are recorded from receipt to disposal; while ensuring no CI is added, updated, replaced, modified or removed without the appropriate controls. 3. Percentage reduction of maintenance costs, license fees, software cost due to better controls of spares inventory, software licenses and warranty contracts. 4. Standardize request and procurement process. 5. Establishes model for sustainable CMDB development and maintenance through Discovery technology. 6. Provides accurate and comprehensive information for incident, change and problem management thus becoming the basis for impact analysis. 6/30/2008BMC RLB ITSM Roadmap 5.0