Any one have experience or able to explain here what are the process to design and successful implementation ( ITIL or MOF) based information system process and functions in a large complex IT organization. Please advice. Saving Changes...
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Elyse NielsenSenior Project Manager| Ascension Health Information ServicesHaines City, Fl, United States
Hi,
Great Question, the ITIL version 3 processes are as follows. The key with ITIL as with all Information Services Management is to use your resources wisely to bring the most value to the business. Hopefully this will give you a good starting place. You are correct that big bang will have a lot of organizational impacts. Perhaps examining the pain points and starting there woudl be a good approach and have some quick wins!
Service Strategy
Financial Management - Budgeting and Spending Operational and Capital Dollars
Service Portfolio Management - Defining, Analyzing, Authorizing, and Chartering the services offered. The Service Catalog should have the current, future, and retired services.
Demand Management - Manages the customer needs, also helps to trend and identify business activity patterns
Service Design
Service Level Management - Assures the agreed level of services is provisioned and that future services are delivered to agreed upon Operational Level Agreements and Service Level Agreements
Availability Management - Assures the agreed upon uptime and downtime of the services
Capacity Management - Assures that capacity needed is monitored for the current environment and planned for the future environment
Supplier and Contract Management - Evaluates and Contracts with Vendors and then provides a place to manage to the agreed upon contract
IT Service Continuity - Assures that the business is prepared in case of a service outage
Information Security - Assures a security policy is in place and monitors to assure the policy is practiced
Service Transition
Change Management - Assures all requested changes to information services are categorized, evaluated, approved, planned and then scheduled
Release and Deployment - The implementation of the approved changed
Service Asset and Configuration - Assures control and management of IT assets from an inventory and license perspective
Knowledge Management - Captures tribal knowledge of information services
Service Operation
Request Fulfilment - The process for completing those standardized requests. For example desktop printer procurement and installations, and password resets.
Incident Management - The process for managing the day to day break/fix activities which can be resolved at the service desk
Problem Management - The process for dealing with problems. Identifies, Categorizes, Diagnosis, and Recommend Resolutions for Change Management.
Event Management - Monitors services and records events to thaose services.
Access Management - Assures the rights match the business needs, and verifys access on a predetermined frequency.
Finally we have the Continual Service Improvement which assures Process Improvement Techniques and Controls to identify and improve the above.
