ITSM Be In Control

industry/bank/2013/2014

Project Goal
To improve the control over all stages of the change initiatives within the organization. Develop and improve the current Service Transition processes in regard of information, deployment and planning quality. 

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Project Scope
The project involved ITSM process and organizational transformation and implementation of key ITSM process in BMC Remedy 7.6:

> Knowledge Management
> Release Management
> Change Management

Approach
Designed the new Knowledge Management process. Improved the current Release and Change Management processes. Extensive awareness campaign: workshops and trainings, to ensure that there critical processes are well understood before going Live. Provided Early Life Support to ensure stability in the first days of using the new tool and process.

Activities and Deliverables

Responsible for ITSM Processes Definition, Design and Scope:
> Provided initial process design proposal
> Managed the overall process design development
> Create solution design documentation
>  Escalation point regarding all definition, design and scope questions and change requests

Core-team ITIL Training Delivery:
> Lead the customer to understand the connection between ITIL BCM Redemy Best
Practice Flows and customer delivery processes and organization;

Responsible for all project related documentation

Integration Development
> Managed the development of all integration interfaces including internal and external resources
> Escalation point regarding all project related issues
> Weekly meetings set up and status reports preparation

Result
The amount of quality information has increased significantly allowing for better decision making and improving the overall quality of the service delivery. The deployment and planning of the changes has been streamlined via regular meetings with all key stakeholders and the use of templates, which we have provided to the customer in advance.

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