ITSM In The Cloud

industry/bank/2013/2014

Project Goal
To migrate from hosted to cloud based ITSM solution. Additionally, all current ITSM processes are to be reviewed and improved if needed. Key new ITSM processes are to be designed from scratch.

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

> Service Request Management
> Incident and Problem Management
> Service Level Management
> Knowledge Management
> Change and Release Management
> Dashboard and Analytics
> Logical CMDB Model Update
> Generic Interface Integration

Approach
The project had to be divided into separate streams as to ensure control and better resource utilization on both sides.
> Cloud Set Up
> ITSM Processes Design and Update
> ITSM Tool Migration Working parallel on setting up the cloud environment with the provider and customer and the ITSM processes update. All man on board on certain dates so that quick winds can be realized and progress shown to key stakeholders. Showing the everyday success via appropriate to the audience reporting.

Activities and Deliverables

Responsible for the BMC Remedy On Demand set up
> Environments: DEV, QA and PROD
> Connectivity
> Notifications 
Responsible for the Service Catalog Unification and CMDB update

Provided detailed process description documents:
> Process context and dependencies
> Process flows and activity descriptions
>  Create process RACI
>  Process KPIs

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

Responsible for all project related documentation

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

Responsible for the migration of the current ITSM tool to the new one:
> Cut-off date planning
> Ticket transfer

General Project Management activities
> Escalation point regarding all project related issues
> Weekly meetings set up and status reports preparation

Result
The migration to the cloud based ITSM solution happen in a control and well managed manner. All stakeholders were informed and manager properly so that the project doesn’t intervene to the day to day work of the customer. The cut-off from the old ITSM tool went smoothly and only few open incidents had to be transferred. The environment had the needed resources so that no capacity or availability issues were reported.

 

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