ITSM Starter pack

industry/bank/2013/2014

Project Goal
To improve the ITSM alignment of the organization by working on all three key ingredients: people, process and technology. The driver of the whole initiative was a technology change – implementing a new commercial of the shelf ITSM tool. The initiative had to improve the people skills and the current process as well as they were both affected by the tool change.

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Project Scope
The project involved ITSM process and organizational transformation and implementation of key ITSM process in BMC Remedy 8.0 :

>Service Request Management
>Incident and Problem Management
> Service Level Management

Approach Designed the new processes.
Organized an awareness campaign in regard of the new processes and tool: workshops and trainings. Provided a demo so that all initial requirements can be finalized. Had an extensive User Acceptance Testing so that all the test cases are confirmed. 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

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

Core-team BMC & ITIL Training Delivery
>Introduced core team members to BMC Remedy ITSM Suite 8.0
>Lead the customer to understand the connection between ITIL, BMC Remedy Best Practice Flows and customer delivery processes and organization;

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

Result
Significant improvement of the ITSM alignment via the new processes and tool. Increase in the efficiency and effectiveness of the employees and their morale. Noticeable improvement in the volume of transactions and the satisfaction by the business users. A great base for further ITSM processes implementation, like Change and Release Management.

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