IT Service's Improvement Plan

Improving IT services by implementing best practices. Strategic approval with clear RACI. Details plan covering entire process to improve the efficiency of IT team.

1. IT Service Management : Improvement Plan By Uday Mishra , Global IT Service Operation Manager

2. Agenda IT Service Overview Improvement Cycle Area of Study to improve Review Process Details of Activities Plan for review and update the process Timelines for Delivery What Next

3. IT Service Overview

4. The Vision Where are we now Where we want to be How do we get there How can we say we got there How do we keep going Business Objective Assessment , Benchmarks Measurable Targets Process improvement Measurement and Metrics Implementation / Improvement Cycle

5. Details on Implementation / Improve Cycle Cont’d… What is the vision? The starting point for all of these activities is the culture and environment of the IT Service Team. The people and the culture have to be appropriate and acceptable to improvement and change. Therefore, before attempting anything else, the culture within the service team needs to be reviewed to ensure that it will accept and facilitate the implementation of the required changes and improvements Where are we now? Once the vision and high-level objectives have been defined, then we needs to review the current situation , in terms of what processes are in place and the maturity of the organization Where do we want to be? Based on the current state assessment, and the vision and high-level objectives, a future desired state can be defined. This will be achieved through SOP , RACI and detailed structured process implementation. How do we get there? A set of improvements should then be identified to move forward from the current state to the agreed future state. A plan to implement these improvements should then be developed, incorporating Service Transition and Service Operation How can we tell when we have got there ? A defined set of metrics needs to be utilized in order to ensure that the desired future state is achieved . How do we keep going? Having improved, we now need to consolidate and move on. The organization and the culture must recognize that we can always get better, and therefore must establish an environment of continual improvement. So, once we have achieved the new desired state, we must review the vision and objectives, identify more improvement actions and repeat the six-stage process again

6. Review Areas : Existing Vs Plan Review service operation processes and put in place best practice’s, where needed Review factors affecting quality of service. Draft processes and set review metrics for continuous improvement Identify the measures for handling of tickets logged. Regularize these measures as processes.

7. Improvement plan : Focus area (Holistic view)

8. Improvement plan : Phased Approach

9. Review Areas : in Details

10. Essential Roles To be Created Process Owner Service Design manager IT Designer / Architect Service Catalogue manager Availability Manager Security Manager Capacity Manager Service Level Manager IT Planner Supplier Manager CSI Manager

11. Roles to be created : Cont’d… Process owner A process owner is responsible for ensuring that their process is being performed according to the agreed and documented process and is meeting the aims of the process definition Service Design Manager The key role and responsibilities of the Service Design Manager are covered throughout this publication and they are responsible for the overall coordination and deployment of quality solution designs for services and processes. Responsibilities of the role over and above those of line management of all people involved in Service Design IT Planner An IT Planner is responsible for the production and coordination of IT plans IT Designer/Architect An IT Designer/Architect is responsible for the overall coordination and design of the required technology Service Catalogue Manager The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue Service Level Manager The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met Availability Manager An Availability Manager has responsibility for ensuring that the aims of Availability Management are met IT Service Continuity Manager The IT Service Continuity Manager is responsible for ensuring that the aims of IT Service Continuity Management are met Capacity Manager A Capacity Manager has responsibility for ensuring that the aims of Capacity Management are met Security Manager The Security Manager is responsible for ensuring that the aims of Information Security Management are met Supplier Manager The Supplier Manager has responsibility for ensuring that the aims of Supplier Management are met To be finalized with Nishikant

12. Service Desk Process Service Desk Resolve Request for closure SOP Service Desk Manager Pillar Leads Mentor Manager Operations Event Query Request for change Service Request KMDB No Yes Problem Management Change Management Approval Process Support Team

13. Steady State Service operations

14. On Boarding : New Resource Output On Boarding Checklist Updated On Boarding Documents Ideal RACI metrics

15. Internal Communication / Collaboration Output Document detailing current gaps and internally agreed solutions

16. Role Clarity for Leads : RACI Output Service Desk TL Roles & Responsibilities document Calendar with Reporting requirements from TLs

17. Review Mechanism Output Document on Review points and metrics Documented process for periodic review

18. KPI definition Service Measurement

19. Request Classification Output Clear guidelines for call classification Documented process for classification of calls. Service Metrics

20. Issue/Knowledge Database Output Documentation of custom processes Process for Documentation of key Day-to-Day issues

21. Service Reporting Output New/Amended templates for service reporting

22. Succession Planning Output Identification of potential TLs Document Roles & Responsibilities of potential TLs To be discussed with IT Senior Management

23. User’s Interaction Output IT service metrics on generally made communication errors and fixes Sessions to Sensitize consultants

24. Process and procedures Call Reduction

25. Trend Analysis as a Process Output Document (with calendar) listing data required from each Team for trend analysis Process document detailing each stakeholder’s role in trend analysis To be discussed with Senior Management

26. Identical issue fix Output Checklists for information to be requested from users for repetitive calls Documented solutions to repetitive calls

27. Quick Solution without Iterations Output Checklists for requesting information from end-users Process for regular review of avg /min/max no. of passes

28. Inter-Departmental Dependency Output Document on changes to current process (if any) Documentation of review process

29. Approach For Each Process Start Process study Study Available documentation Discuss with existing team Discuss with Senior team Need More Clarity? Document changes needed in the process, along with reasons and impact Select a process from the list of identifies areas of improvement Review the change with Senior Team Change Ok? Create Final Documents - Process & Review Mechanism Sensitize stakeholders Track Metrics Stop Results Ok? YES YES YES NO NO NO Plan DO / ACT Check Color Legend

30. What Next : Continuous Review

31. Uday Mishra