I decided to describe the problems which now exist.
In this way, it will be more understandable how we will solve them and what the result we’ll have in the end.
From the user’s side there are the following problems:
- Unclear how to deal with the problem with OS or PC? Who do we turn to?
- How fast will my request be satisfied? When will they start?
- Where should you go to get the additional monitor or memory expansion for PC?
- How can I order a laptop or other equipment necessary for work?
- Who should I coordinate my “wishes” with? Who should I go to with the aim to order software or hardware?
- Where can I find the information I am interested in (general or IT-information)
From the management’s side
- Taking into account all assets: what types of license is it necessary to buy, when the rental period is over, etc.
- How much equipment are there and who does it belong to (laptops, PCs and periphery)
- Auditing of changes at the working stations, laptops etc., understanding and planning the budget for the future.
Thus, we waste too much time and money on the fact that each task is not standardized and demands manual modeling.
Now I’ll briefly describe the way we are going to solve these problems.
Incident Management and Problem Management
The work of the support service monitoring, the incident timing, the causes of the problems analysis, and their solving within a specified time frame.
- changes monitoring, understanding what changes lead to problems, problems forecasting, the load (support) forecasting
Configuration Management Database (CMDB)
- Combine disparate IT management systems into a single system in order to see which assets exactly are in the IT environment, how they are configured and how they function. Understand your organization’s IT environment, especially a service impact analysis, asset management, compliance and configuration management.
Service Catalog and KnowledgeManagement
- Single portal for receiving services, requesting all services (both IT and non-IT) from one place, time record for all services.
- Standard approach to the described business processes with clear regulations and understanding of the deadline and responsible people (for example, ordering a PC or peripherals)
- Knowledge accumulation for quick search and self-help.
- Monitor financial, contractual and inventory data about equipment, devices and virtual assets throughout their life cycle.
Service Level Management
- Tracking the level of service providing. Tasks prioritizing, statuses checking, and problems escalation
So, if you look globally:
- Understand the needs of IT customers and transform them into information services;
- Define and clearly justify the cost of information services;
- Agree with the client on the criteria for the provision of IT services and provide them competently;
- Organize processes within the IT service: build an organizational structure at the level of the role distribution;
- Improve the quality of information services;
- Make IT services meet the organization’s tasks;