FUSION FOR IS CONSULTANCY

Mission

Type of clients

Structure

To provide advice on organisation , management and governance of IT Department• Central

Government Departments

• Banks• Higher

Education Institutions • Research

• Management• Client Contact

FUSION FOR IS CONSULTANCY

Reliable IT Service

Our experie

nce

ITIL

ISO 20000

COMPANY PROFILE

• In Fusion, we use the ISO 20000 standard which is the 1st international standard for IT service management (ITSM).

• We use these standards aligned with process approach defined within the IT Infrastructure Library (ITIL).

• We have gained our experience from our successful collaboration with our clients .

PROVEN SUCCESS

A UK-based services business, they have more than 30 years’ experience and support many customer organisations by utilising ITIL V3 i.e. Costain, Eddie Stobart, Phones4U

"I am genuinely pleased with the service. I would recommend Fusion IT to anyone. Thank you for the support and professional guidance.” –

Mark Dean – ICM Service Manager

PROVEN SUCCESS

They manage the collection, treatment and distribution of water in Yorkshire.

“Winner Service Desk - Service Desk Institute/Computer Weekly – Award – 2008”

“Winner IT Department of the Year - British Computer Society 2010”

"I find the service you provide to be 100% satisfactory. As our partners, we know Fusion IT are extremely efficient and I would recommend you without hesitation to any organisation in planning and implementing an ISO 20000/ITIL V3 Strategy”. Julian Halstead– IT Service Management Manager

PROVEN SUCCESS

“ISO 20000 &ITIL V3 - In terms of it being important to the NHS it's for the same reasons it would be for anybody else really. It shares good practice, enables the organisations to work across teams - which is something that's difficult for most organisations but particularly difficult for large organisations like the NHS.

“Winner – Best IT Service Desk 2011 Health Business Awards

"Our long term relationship with Fusion IT has proven to be very beneficial to us and our customers”.

Clark Disley - NHS Service Desk Manager

BACKGROUND AND ISSUES SUMMARY

Background and Issues Summary

• Damage core business

• Damage public service activities

1. Problem• Low quality of IT services provided

by outsource

2. Cause• Unprofessional of Outsource

Problem & Cause

Effects

1. “Implementation Roadmap” for the new IT services department

2. Proposed solution will benefit the business and the service provided by the department

Customer Needs • Clarify 4 issues

For Board of Directors• How the IT Department is organized and

managed• How to ensure Professionalism by new

IT department

For Senior Director• Range of services provided by IT• Concept of Direct and contracted Staff

Customer Needs

Background and Issues Summary

GOAL

Establish High Professional IT Services Department

Establish IT Services Department

“Implementation Roadmap”

“Proposed Solution”

REQUIREMENTS FROM THE DEPARTMENT

1. Satisfy Organizational Needs

2. Enhance Business’s Overall Reputation

3. Benefit the business

4. Benefit business customers

Proposed

PART 1

FOR BOARD OF DIRECTORS

PART 1.1

HOW THE IT DEPARTMENT SHOULD BE ORGANIZED

AND MANAGED

1.1) How IT is organized and managed

VISION

MISSION

We will provide high quality of professional IT services to increase business value and customer satisfaction

in cost-effective way.

Continuous improvement to IT service process and people Provide high quality of IT services which able to:

1. Satisfy Organizational Needs

2. Enhance Overall Reputation

3. Benefit the business

4. Benefit business customers

1.1) How IT is organized and managed

STRATEGY1. Organizing and managing IT Dept. following ITIL Framework

2. Controlling IT service standard by using ISO20000

3. Implement IT Governance though ITIL and ISO 20000

ITIL is a set of global best practices for IT Service Management that focuses on

aligning IT services with the business needs.

ITIL: Information Technology Infrastructure Library

ISO 20000 is the international standard for IT Service management

That works with ITIL

Pictures from http://web.bryant.edu/~commtech/itil_fw.html and http://20000.fwtk.org/20000-itil.htm

1.1) How IT is organized and managed

Manage IT Services Department following ITIL Framework

SERVICE DELIVERY & SERVICE SUPPORT

1) Service Desk is a single point of contact

for end-users and customers

Adopted from APM GROUP, Service Management . [Online]. Last accessed 11 February 2012 at: http://www.bigbossmanagement.net/service-management/ and RUDD, Colinn (2005), IT Service Management V 2.1b, UK, itSMF Ltd.

2.1) Service Delivery: looks at long term planning and

improvement of IT service provision 2.2) Service Support : concentrate on

the day-to-day operation and support

CHECK THE APPENDIX FOR FURTHER DETAILS ON HOW IT IS ORGANIZED AND MANAGED

PART 1.2

How to ensure the Department operates to an

appropriate level of IT professionalism

1. Process : Good IT service process• Implementing ITIL, ISO2000 and IT

Governance e.g.• Continuous service improvement• Problem analysis• Service Measurement• Knowledge base

2. People: Professional IT Staff• Continuous Development • Evaluated by certification, KPI (Key

performance indicator) and competencies

3. Technologies: Effective Technologies• Use technologies following ITIL guidance ex.

Incident and knowledge base software• Reduce cost and human resource• Reduce time

1.2) How to ensure professionalism

ProfessionalismQuality of IT Services

PROCESS

PEOPLETECNOL

OGY

ITIL & ISO20000 Standards

IT Governance

Continuous People Development

Continuous Service Improvement

Customer Satisfaction Key Factors to ensure professionalism

Professional IT Department

1) Professional staffs2) Good IT Service Process 3) Effective Technologies

• Good quality of IT Services

• Add business value• Reduce Cost

More Customers & More Profit

ITIL provide the best practice methodologies to improve process, people and technology.

1.2) How to ensure professionalism

IT Services are provided following ITIL framework

Professional Processes Benefits

User can request service through a single point of contact.

Improved user service, perception and satisfaction.

Service Desk provides initial assessment of all incidents; make first attempt at incident resolution.

Improved productivity of support staff

All service requests are recorded and monitored. Eliminate the loss of incidents and service requests

All service requests are classified in terms of urgency, impact and priority.

Reduce business impact of incidents by timely solution

A knowledge base records both problems and solutions.

All service requests have an incident owner who monitors, tracks and communicates to the requester.

All incidents are recorded into a database in order to make trend analysis.

Improve skills of the IT staff and reduce time to solve problems

Reduce the time of recovery problem and increase satisfaction.

Proactive prevention of problems.

The major problems are reviewed to analyse

the root cause.

Prevent occurrence of problems due to major problems that may cause a big impact to the business.

Adopted from APM GROUP, ITIL: Overview and Benefit. [Online]. Last accessed 12 Feb 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx

a

FOR FURTHER TECHNICAL DETAILS ON HOW TO ENSURE PROFESSIONALISM

PLEASE SEE THE APPENDIX

PART 2

FOR SENIOR MANAGERS

PART 2.1

RANGE OF SERVICES

2.1) Range of IT services

Services provided by IT to users and customers

1. Service Desk

2. IT Service Support:

• Incident management

• Problem management

• Configuration management

• Change management

• Release Management

3. IT Service Delivery:

• Service Level management

• Financial management

• Capacity management

• Service Continuity management

• Availability management

Summary Range of ITIL Services

Software Development

Systems Support e.g. Security, Servers, E-mail and network

Application Supporte.g. Accounting and HR application

Client support(Help desk/Service Desk)Tele-communication Support e.g. internet, telephone system

provide

provide

provide

provide

provide

All IT services are managed and organized following ITIL management

FOR FURTHER TECHNICAL DETAILS ON RANGE OF IT SERVICES

PLEASE SEE THE APPENDIX

PART 2.2

CONCEPT OF DIRECT AND

CONTRACTED STAFF

2.2) Concept of Direct and Contracted Staff

IT DIRECTOR

SERVICE DESK

MANAGER

INCIDENT MANAGER

IT MANAGER

SERVICE DESK

ANALYST

SERVICE DESK TEAM

LEADER

SERVICE DESK

ANALYST

CONTRACTSERVICE DESK

ANALYST

CONTRACTSERVICE DESK

ANALYST

INCIDENT ANALYST

INCIDENT ANALYST

PROBLEM MANAGER

PROBLEM ANALYST

PROBLEM ANALYST

CHANGE MANAGER

CHANGE INITIATOR

CHANGE PRACTITI

ONOR

APPLICATION & RELEASE MANAGER

RELEASE ANALYST

SYSTEM ANALYST

CONFIG. MANAGER

CONFIG.ANALYST

CONFIG.ANALYST

SERVICE LEVEL

MANAGER

SERVICE LEVEL

ANALYST

SERVICE LEVEL

ANALYST

SERVICE CONTINUITY MANAGER

SERVICE CONT.

ANALYST

SERVICE CONT.

ANALYST

CAPACITY MANAGER

CAPACITY ANALYST

CAPACITY ANALYST

AVAILABILITY

MANAGER

AVAIL.ANALYST

AVAIL.ANALYST

FINANCIAL MANAGER

FINANCIALANALYST

FINANCIALANALYST

OPERATION (SYSTEM)MANAGER

DATABASE ADMIN.

DATABASE CONSULTANT

EXTERNAL CONTRACTED AGENCY STAFF

INTERNAL STAFF

Legend

APPLICATION CONSULTANT

DEVELOPER

DEVELOPER

DATABASE ADMIN

SYSTEM ADMIN

Contracted Staff

SECURITY ANALYST

IT OPERATION ANALYST

APLLICATION SUPPORT

1. Service Desk Analyst2. Application

Consultant3. Developer4. Database Consultant

Contracted Staff

Some managerscan support more than

one function to minimize human

resource and increase communication

flexibility.

The number of managers and employee in each positions will be assigned later

in manpower analysis phase.

IT DEPARTMENT

ORGANIZATION STRUCTURE

1. Receive and record all calls from User; deal

directly with simple requests and complaints

2. Provide initial assessment of all incidents;

make first attempt at incident resolution

and/or refer to 2nd line support

3. Monitor and record all incidents

4. Keep users informed on status and progress

2.2) Concept of Direct and Contracted Staff

Contracted Staff: Service Desk Analyst

1. Employ Direct Staff

2. Hire contracted staff when the

number of incidents or IT

requests are overloaded

3. Sign Contract 3-12 months

4. The number of direct and

contracted staff are defined by

using capacity management.

Main Responsibilities Concept

1. Minimizes the need to hire a lot of people

2. The number of service desk support can adjust with the

volume of calls or IT requests.

3. Some job related to confidential information can assign to

direct staff.

4. Minimize cost and human resource

Benefits

Direct Staff

Contracted Staff

1See Appendix slide 13

2.2) Concept of Direct and Contracted Staff

SUMMARY CONCEPTS OF CONTRACTED STAFF

Application Consultant Developer

Database Consultant

Main Responsibilities: Analyze, design and

implement enterprise application e.g. Enterprise

Resource Planning or Human Resource application

Reason:

1. Enterprise software needs specialist to

implement.

2. It is expensive to hire direct staff in order to

implement enterprise system only one time.

Main Responsibilities: Analyze, design and

implement a custom database following business

needs

Reason:

1. Some database design needs specialist to reduce

software developing time, and ensure reliability

and performance.

Main Responsibilities: Develop Software following business needs

Concept:

1. Hire both direct and contracted staff

2. The number of developer is depended on the volume of software requested.

3. Some specific software e.g. mobile application can hire contracted staff

Benefits

1. Reduce training cost

2. Reduce time to implement

3. Reduce risk of failure

4. No need to always employ for specialist

FOR FURTHER TECHNICAL DETAILS ON CONCEPT OF DIRECT AND CONTRACTED STAFF

PLEASE SEE THE APPENDIX

PART 3

Implementation Roadmap for

IT Department

3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT

Main Activities- Transform business plan to IT Strategy & IT Plan, and approve- Make & Approve JD, Man-power and Budget- Foundation Training about ITIL

Main Activities- Implementation ITIL - Implementation ISO20000-2- Continuous People development

Main Activities- Implementation ISO20000-1- Continuous People development

Main Activities- Auditing ISO 20000 Certificate- Continuous Service Improvement with ITIL- Continuous People development

2 Months 8 Months 8 Months 2 months

GOAL:

Recruit all positions Approve IT Plan Approve IT Budget Complete Foundation

Training

GOAL:

All IT Members obtain ITIL Certificate

Finish implementation of ITIL (8 Months)

GOAL:

Company obtains ISO 20000 Certificate

Imple

menta

tion

Approach – ITIL Framework , ISO20000 Standard and IT Governance

GOAL:

Finish implementation of ISO 20000 (Total 16 Months)

20 Months

** ITIL certificates provide for people, whereas ISO 20000 certificate provides for a company

A

Pictures from http://20000.fwtk.org/20000-itil.htm and http://www.isoregistration.us/iso_standards/iso_20000.html

FOR FURTHER TECHNICAL DETAILS ON IMPLEMENTATION ROADMAP PLEASE

SEE THE APPENDIX

PART 4

SUMMARY SOLUTIONS &

BENEFITS

4. Solution Summary

Organize and Manage New IT Department following ITIL Framework

and control IT Services Standard by ISO 20000

1. Single Point of contact: Quick response & improve service quality

2. Problem Analysis: Find root cause & Prevent problem recurring

3. Classify Problem: Set priority & Reduce big impact

4. Knowledge base: Improve IT skills and reduce recovery time

5. Change Analysis: Prevent impact from changes to IT system

6. Client Feedback: Improve Satisfaction

7. Continuous Training:Improve Professionalism

MAIN SOLUTIONS

A

4. Summary Benefits

1. A clear  business differentiator from competitors

2. Closely aligned to commercial business services and products

3. Improved systems/ applications availability

BENEFITS TO BUSINESS

1. Reduced cost of incident or problems

2. Reduced cost of training3. Reduced cost of recruitment and

training - hiring ITIL qualified people is easier

4. Improved ROI (Return of Investment) of  IT

5. Reduced hidden costs that traditionally increases substantially the TCO (Total Cost of Ownership)

1. Improved customer satisfaction through a more professional approach to service delivery

2. Improved IT services through the use of proven best practice processes

3. A benchmark to measure performance against in IT projects or services

4. Improved delivery of third party services through the specification of ITIL

IMPROVED SERVICE REDUCE COST

1. Improved morale of service delivery and recipient staff

2. Increased competence, capability and productivity of IT staff

3. Increased staff retention

IMPROVED IT STAFF

Benefits of ITIL Implementation

Adopted from ILX GROUP, Organizational Benefits to ITIL. [Online]. Last accessed 12 February 2012 at: http://www.itiltraining.com/itil-benefits.asp

A

4. Summary Benefits

1. Alignment of information technology services and business strategy

2. Enhanced reputation and perception3. Improved relationship between

different departments via better definition and more clarity in terms of responsibility and goals

BENEFITS TO BUSINESS

1. Creates competitive advantage via the promotion of consistent and cost-effective services

2. Reduction of risk and thus cost in terms of external service receipt

1. Creation of a formal framework for current service improvement projects

2. Supports 'interchanging' of service providers and staff by virtue of the creation of inter-enterprise operational processes

3. Fundamental shift to pro-active rather than re-active processes

4. By requiring ownership and responsibility at all levels, it creates a progressive ethos and culture

IMPROVED SERVICE REDUCE COST

1. Through the creation of a standard consistent approach, aids major organizational changes

2. Provides a benchmark type comparison with best practices

3. Creation of a stable framework for both resource training and service management automation

IMPROVED STANDARD

Benefits of ISO20000 Implementation

Adopted from ISO20000 CENTRAL), News & Information for ISO 20000. [Online]. Last accessed 13 February 2012 at: http://20000.fwtk.org/benefits.htm

A

References

1. APM GROUP(No Date), ITIL: Overview and Benefit. [Online]. Last accessed 12 Feb 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx

2. APM GROUP(No Date), Service Management. [Online]. Last accessed 11 February 2012 at: http://www.bigbossmanagement.net/service-management/

3. ILX GROUP(No Date), Organizational Benefits to ITIL. [Online]. Last accessed 12 February 2012 at: http://www.itiltraining.com/itil-benefits.asp

4. ISO20000 CENTRAL(No Date), News & Information for ISO 20000. [Online]. Last accessed 13 February 2012 at: http://20000.fwtk.org/benefits.htm

5. RUDD, Colinn(2005), IT Service Management V 2.1b, UK, itSMF Ltd.

Credits

Contents Editor: Revathi Tekkali

Team Management: Mustak Patel & Mohamed Hagras

Slides Creation: Traitet Thepbandansuk & Mohamed Hagras

Art Director: Mohamed Hagras

Contents:

Company Profile: Mohamed Hagras

Proven Success: Mustak Patel

Background and Issues Summary: Revathi Tekkali

Traitet Thepbandansuk

IT Organization and management: Phong Nguyen

Traitet Thepbandansuk

How to ensure professionalism: Traitet Thepbandansuk

Range of Services: Traitet Thepbandansuk

Direct and Contracted Staff: Jian Zhao

Traitet Thepbandansuk

Implementation Roadmap: Traitet Thepbandansuk

ISO 20000: Afsaneh Tafazzoli Moghaddam

ITIL V3: Mustak Patel

Traitet Thepbandansuk

end

Thank YouFor Watching

FUSION TEAM 1. Afsaneh Tafazzoli Moghaddam2. Jian Zhao3. Mohamed Hagras4. Mustak Patel5. Phong Nguyen6. Revathi Tekkali7. Traitet Thepbandansuk