ITSM - Project Scope and Approach

Scope and Approach

Project stage 1 work streams:

ITSM Project Management and Work Stream Integration

This work stream focuses on integrating the overall project and work streams into a single outcome, driving all decisions and direction setting to ensure full integration.

Service Management Quick Wins

We recognise that the delivery of targeted practice improvement will take some time to become visible to our UWS customers. This work stream will focus on generating some initial tangible and visible outcomes that illustrate the benefits of robust IT Service Management. Our initial focus will be on the password reset process.

We have streamlined password reset information on the UWS web site. Further work will continue in stage 2.

Service Management Office Implementation

One of the foundations for ongoing sustainable practice improvement is the need to create a function within ITS that is accountable for the ongoing review and improvement of IT Service Management practice. This work stream will establish a Service Management Office (SMO) which will initially form part of the core project team. Over time the SMO will take over from the project in driving forward continuous practice improvement.

Stage 1 has seen some high level scoping of the Service Management Office. Initial roles will now be defined in more detail now roles and responsibilities have become clearer.

ITSM Toolset Implementation

This work stream will manage the implementation of the ServiceNow toolset (opens in a new window) which will support us in delivering, maintaining, supporting and continuously improving our services. The initial implementation focused on incident and change management processes.

ServiceNow has replaced the obsolete Remedy system, which has been decommissioned. 

IT Asset Monitoring

This will focus on implementing baseline current state measures and monitoring of our IT assets or configuration items. Once established, we will be able to systematically implement fit for purpose improvements based on clear priorities. Over time we will improve our awareness of events and our capacity to take action which will feed into the Event Management process design later in the project.

Broad coverage of usable monitoring solutions are already in place however still need to be configured and processes defined before targets can be set. This will be enhanced during stage 2. 

ITSM Process Design

With the Service Management Office, Toolset and IT Asset Monitoring in place, this work stream built on those foundations by designing our new processes. Process design groups representing the interests of all ITS teams designed the core processes in scope for this project. Process design is expected to take place in three steps:

Step 1

• Change management process - completed in stage 1
  
• Incident management process - completed in stage 1
• Service desk function - completed in stage 1
• Request fulfilment process (basic non-standard) has been completed in stage 1

Step 2

• Problem management process starting stage 2
• Standard request fulfilment process  supported by automated workflows will form part of stage 2
• Knowledge management process - started stage 1 with more to come in stage 2
• Service asset and configuration management (SACM) process to support problem and change management initially - starting stage 2

Step 3

• Event management process
• Access management process
• Release management process
• Service asset and configuration management (SACM) process to completion

ITSM Practice Improvement

This work stream will design how ITS will operate in the future. In conjunction with the other work streams it will deliver core project outcomes by driving step by step practice improvements, focusing on stakeholder engagement and communication, including the cultural change needed to achieve our goals. Although it will rely on outputs from the process design work stream, implementation of practice change will depend on:

• Capacity for change within ITS and UWS
• Process interdependencies
• Quick wins and early benefits
• ITS and customer pain points
• Alignment to UWS business cycles
• Links to other projects and initiatives

IT Service Design

Starting in stage 2 of the project, this work stream will focus on redesigning the IT Service Catalogue to reflect services that are meaningful to the business. This will include the design and implementation of a business relationship management function that will proactively work with UWS to understand their needs, design services underpinned by clear service definitions, service reporting and supported by service level agreements.

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