Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
Strategic management wikipedia , lookup
Compliance and ethics program wikipedia , lookup
Operations management wikipedia , lookup
Yield management wikipedia , lookup
Scientific management wikipedia , lookup
Business process wikipedia , lookup
Investment management wikipedia , lookup
Management consulting wikipedia , lookup
International Council of Management Consulting Institutes wikipedia , lookup
Title: Service Management at ChoicePoint Session #: 33 Speakers: Krissi Rouquie & Frederieke Winkler Prins Companies: ChoicePoint & Service Management Partners Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Introduction Service Management Partners • R&D company dedicated to continuously: – increase the maturity of service management processes – reduce the complexity of service management processes – eliminate the risks associated with service management implementations – minimize the resources required to implement service management processes. Introduction ChoicePoint • Premier provider of decision-making intelligence to businesses and government. • In order to achieve this, data goes through the following distinct phases: – – – – – Identification Retrieval Storage Analysis Delivery Introduction ChoicePoint • • • • • 60 locations Headquarters in Atlanta, Georgia 5,500 employees 1550 IT employees Average of 6 to 7 acquisitions a year Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Why Service Management? Objective: • To utilize ITIL concepts and the functionality of the Service Desk and Command Center to attain greater use of metrics and documented processes, thus providing a higher level of quality to all clients. Why Service Management? Goals: • Implement system management disciplines with a focus on the ITIL model. • Define operational reporting and “manage by momentum” metrics. • Define services provided. • Deliver effective communication to all customer constituencies, especially delivery successes. Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months From Scratch Approach • Tool Selection – ITIL Standards – Service Management Best Practices • Implementation Resources – 12 weeks, 3 Consultants (2 Functional, 1 Technical) • Scope – ITIL Assessment – Install HP ServiceDesk – Create Processes for Incident Management, Problem Management and Change Management – Common Toolset for Technology Staff From Scratch Milestones • • • • • 3/03 – Kick-off ITIL Workshop/Interviews 3/03 – Installation of HP Service Desk 4/03– Roll-out to Limited Number of Users 4/03 – Assessment Delivery 5/03 – 12/03 – ITIL Momentum Stops – Teams Continue to Use Two Tools • 1/04 – CP Forms ITIL Team to Focus on Processes • 2/04 – 2nd Consulting Firm Engaged to Assess From Scratch Deliverables • • • • • ITIL Assessment Installation of HP ServiceDesk List of Best Practices Sample Documents/Manuals No Processes From Scratch Lessons Learned • Educate Internal Resources • Communication is Key • Look at Processes First – Tool Second Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Best Practices Approach • Tool Selection – Alignability Process Model • Implementation resources – 43 consulting days • Scope – Processes • • • • • Incident Management Problem Management Configuration Management Change Management Service Level Management Best Practices Standard Implementation Plan • Adjustments – – – – Process Review Process Model Customizations Tool Customizations No Need for Technical Consultant Best Practices Milestones • 06/01: Kick-Off • 06/10: Process Review Finalized • 07/06: Customized Processes and Process Model • 07/21: Data Populated • 08/06: User Training Completed • 08/06: Go Live Best Practices Deliverables • • • • • • • Process Documents Optimized Alignability Process Model Optimized Service Desk Settings Documented Service Desk Set-up Optimized Report Manager Training Material for each Role Quick Reference Sheet Best Practices Lessons Learned • • • • • Start with a template Get buy-in from all groups involved Training is key Create Service Management Board This is a Program not a Project Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months After 3 Months Achievements, November 2004 • Report Creation – Management Metrics – Process reinforcement • Configuration Management – Relation CIs and 3 critical services • Alarm Management • Request Web Interface After 3 Months Challenges • Change Management – More notification than management – Two different tools to support this process • Not all groups on the same processes • Reports not available to everyone Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months After 6 Months Achievements, February 2005 • Dashboard Manager – Configured – Implemented • Additional Users • Decrease in outages • ITIL training After 6 Months Challenges • Request Web Interface – Automatic approval • Time Tracking • Training Agenda • • • • • • • Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months After 9 Months Achievements, May 2005 • • • • Request Web Interface with Approval Production Availability reports Dashboard Metrics Available Metrics linked to reports for details ChoicePoint is operating at a much higher operational standard in 2004 than in 2003. Processes are standardized; tools are in place and reporting mechanisms are simple but effective. After 9 Months Challenges • Metrics available per group and service • Resource and Time tracking • No full-time service manager position Questions? Krissi Rouquie Director, Enterprise Applications ChoicePoint [email protected] www.choicepoint.com Frederieke Winkler Prins Partner Service Management Partners [email protected] www.alignability.com