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Purpose
ThepurposeofthisdocumentistosetthevisionfortheITSMtoolandtoactasthespecification
usedtoshortlistpotentialtools.
WithinICTattheAuthorityweareawarethatthereisagrowingneedtoensuretheserviceswe
offerarefocusedonthecustomeranddeliveringvaluetothebusiness.Astheservicedeskisatthe
forefrontofthecustomerandtheserviceinterface,itisimperativethatithasthecorrectprocesses
andproceduresinplacetobenefittheserviceconsumer.
Background
Aservicedeskprovidesasinglepointofcontactbetweenthecustomerandtheservice.Thisisthe
sameforbothourinternalsupportservicesandthoseservicesweprovidetostrategicpartners/
externalcustomers.Previously,theservicedeskwasprovidedbyourincumbentoutsourcedIT
servicesproviderandsimplyrecordedissuesastheyaroseandpassedontotechnicalteams.Dueto
theorganisation'smaturingneedsandtheadventofbringingthemajorityofICTservicesinhouse,
therequirementsfortheservicedeskhavechangedandneedtosupportamuchbroaderrangeof
activitieswhichourcurrentsoftwareisnotcapablefulfilling.
ITIL
TheservicedeskisatthecentreofthemajorityoftheITservicemanagement(ITSM)activitiesas
describedintheV3ITILbestpractice.TheInformationTechnologyInfrastructureLibrary(ITIL)isa
widelyadopted,comprehensiveframeworkprovidingbestpracticeguidanceontheprovisionof
ITSM.ICTusesITILasamethodofreviewing,definingandimprovingtheirITSMprocesses.
ImplementinganewservicedesktoolsetthatprovidestheabilitytosupporttheseITILprocessesisa
vitalpartofdeliveringtheinhouseprovisionofICTservicesandbenefitsthatITILbasedprocesses
canoffer.
ThebenefitsofITILarewellestablishedbutasummaryofthemajorbenefitsofthecoreprocesses
tobeimplementedarelistedbelow:
IncidentManagement
Improvedownershipandmanagementofincidents
Eliminationoflostincidentsandrequests
Fasterresponsestomajorincidents
Leadstoreducedimpactofincidentsbytimelyresolution,therebyincreasingeffectiveness
Improvedavailabilityofmanagementinformationrelatedtoincidents
Improvedfirsttimefixrateofincidentsthroughbetteraccesstoknownerrorand
workaroundinformation
ProblemManagement
Reductioninnumberofincidentsthroughproactiveproblemmanagement,leadingto
improvedservicequality
Longtermreductioninnumberofproblemsanderrors
KnowledgeManagement
ImprovedaccesstoinformationforbothendusersandITstaffleadingtofasterresolutionof
incidentsandreductioninnumberofincidentsandrequestslogged,duetoselfhelp.
Bettercommunicationofserviceinterruptionsthroughuseofwebportal,reducescallsto
servicedesk,somakingbetteruseofITresources,andimprovingenduserperception.
ConfigurationManagement
ProvidesaccurateinformationonallassetsandcomponentpartsofITservices
Facilitatingadherencetolegalobligations,suchassoftwarelicensing,soavoidingpenalties
orfinesforillegaluseofassets
Helpswithfinancialandexpenditureplanning,bymakingiteasytoplanforlicensingfees,
maintenancecontractsandrenewaldates.
ImprovedsecuritybycontrollingversionsofITassetsandsoftware,bymakingitmore
difficultforthesetobechangedeitheraccidentallyormaliciously.
ChangeManagement
Increasedvisibilityandcommunicationsofchanges,tobothbusinessandITstaff
Improvedriskassessment
Reductioninimpactofchangesonthequalityofservices,leadingtolessserviceoutageand
areductioninnumberofincidents
EnhancedperceptionofITbytheenduser/customerthroughanimprovedqualityofservice
ReleaseManagement
Greatersuccessrateofsoftwareandhardwarereleases
Fewerandbetterplannedreleases,leadingtoreductioninserviceoutage
ConsistencyinReleaseprocessleadingtobettercontrolandabilitytorolloutchangesmore
rapidly
ServiceLevelManagement
ITServicesdesignedtomeetcustomersServiceLevelRequirementsleadingtoimproved
relationshipwithsatisfiedcustomer
Improvedvisibilityofperformancetargetsandresponsibilities
Improvedservicemonitoringidentifyingareasofweaknessthatcanbeimproved,orwhere
customer/usertrainingisrequired
Providesmethodofdemonstratingwhatvaluecustomersarereceivingfortheirmoney
UserProfilesandInteractionwithITSMTool
Usergroups:
Authoritycustomers(endusers)
AuthorityICTusers(support/resolver[power]users)
AuthorityICTsystemadministrators(ITSMtooladministrators)
AuthoritySeniorManagementDashboardViewers(Execs&HeadsOfDepartments)
ICTdeliverypartners(3rdpartysupportie.Scisys,2e2)
3rdPartycustomers(NHS/EAetc.)
SelfHelpPortal
WEBBROWSER
External Internal
AuthoritySenior
MIRealTimeReports Management
ICTDelivery DASHBOARD (ELT/SMT)
Partners(Scisys,BT
etc.)
CSC/ICTHelpdesk
Staff
TELEPHONE
ICTSystem
Administrators
DiagramshowingusergroupsandtheirinteractionwiththevariousITSMtoolinterfaces
ProductPrinciples
Interface
Clear,flexibleandintuitiveinterfaceMustbeeasytousewiththeabilitytocustomisethe
layoutfortheindividualusersrequirements.
DashboardAdashboardviewforinstantmonitoringandreportingofrelevantdataand
ticketalerts.
WebBasedHavingawebbasedsolutionreducesthecomplexityofhavingtoinstallclient
softwareoneachmachine.Mustsupportmultiplebrowsers.
ConfigurationofexistingfieldsTheabilitytocustomiseexistingfieldsandstatuses.
CustomfieldsTheabilitytoaddyourowncustomfieldsandsetrules.
SelfserviceportalAwebbasedportalforuserstosubmittickets,addupdatesandcheck
theprogressoftheircall.Couldalsobeusedtoprovideaccesstoaknowledgebaseand
serviceannouncements.PreferablylinkedtoaServiceCatalogue.
Hosting
HostedonpremiseorsiteTheAuthorityisagnosticastowhethertheserviceisprovided
asSaaSoronsiteandsowillexploretheoptionsprovidedfromvendors.
LicensingAgain,agnosticastowhetherweownlicencesorifprovidedasSaaS.
Reporting
StandardReportsBuiltinreportingenginewithselectionofstandardreports.
CustomReportsAbilitytoeasilycreatecustomreports.
SatisfactionSurveyCustomisablesurveywithabilitytorequestsurveyoncallclosurefor
randomselectionofcalls.
Release/UpgradeStrategy
AlthoughtheAuthorityappreciatethismaybedrivenbythechoiceofhostingmethods,we
wouldliketoknowthetypicalrelease/upgraescheduleoftheITSMproduct
MigrationofData
ExistingticketsAtgoliveallexistingchange/incidentticketsontheAuthoritysystemswill
beclosedandusersnotifiedthattheymustrelogifstillrequired.
AssetinformationThisrequiresimportingbytheAuthorityfromtheexistingsystemsand
willbedonebyinhouseteams
UserCommunity
Forumsisthereausercommunitythatwecanjoinandparticipateintoshareexperiences
anddiscussmatters
Configuration
Minimumconsultancy/configurationAsystemwhichcanbeinitiallyconfiguredand
thereaftermaintainedwithminimalconsultancyispreferableinordertoreducecostsand
reducetherelianceon3rdpartiestomakesystemchanges.
ReferenceAccounts
TheAuthoritywouldliketobesuppliedwithatleastonereferenceaccountofanorganisationwhich
isofasimilarsize.
ProductRequirements