The organization of Service Desk and Incident Management
implementation
Oleksandr VinnytskyiITSM Manager
IT-consultinghttp://it-consulting.incom.ua
• IT department
• Project goals
• Project features
• Project results
• Further development
Agenda
• General number of staff – 120,
40 employees support users
• Personnel for request fulfillment and solving
typical incidents
• Activities
• Users support
• IT infrastructure development
IT Department
• Partial Activity Formalization
• Users Support Automatization on MS
Portal
• Metrics are not defined
• Users address directly to qualified
specialists
Start
• Improve service level and quality of IT-services leading to increase customer satisfaction
• Optimize IT-resources usage• Prove Process Method advantages• Ensure 100% request registration• Provide IT-department with Decision making
tool• Create the basis for further ITIL processes
implementation
Project goals
• Independent assessment of ITSM processes level
• ITSM processes designing
•Automation system and technological solution deployment
• Regulative documentation creating
Main Project Milestones
•Regulations
•Procedures
•Instructions
• Automation system
• Monitoring system
• Authentication system
•Training
•Coaching
•Motivating
Our approach to ITSM implementation
• Service Desk contains 3 support lines• Automatic Incident generation detected by
monitoring system• User-support activities of qualified Specialists
are minimized• Manager’s and IT Department staff’s major
contribution• Project duration - 5 months
Implementation features
Software
Network
Hardware
Technical specialists (3-d line support)
Service Desk
Incident Manager
1-st line supportCustomers
2-d line support
Service Desk Structure
Technological solutions
Created documentation
• IT-service catalog is designed• Incident management is implemented and
formalized• Responsibilities are defined and determined• IT department staff is trained• IT department Manager is provided with IT
management tool• IT resources are used more efficient• Customers satisfaction of IT department activities is
increased
Project results
Now
Before
Maturity level of the Incident management
The process is designed and implemented
Further development
Thank you for your attention
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