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Integration between ITSM III and the Project Office

Integration between ITSM III and the Project Office. Simon Sharpe ITSM III. ITSM Phase III Project. Access (Identity) Management. Request Fulfillment. Knowledge (Document/ Management. Information Security Mgmt. Event Management. Service Catalogue Mgmt. Evaluation. Technical

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Integration between ITSM III and the Project Office

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  1. Integration between ITSM IIIand the Project Office Simon Sharpe ITSM III

  2. ITSM Phase III Project Access (Identity) Management Request Fulfillment Knowledge (Document/ Management Information Security Mgmt Event Management Service Catalogue Mgmt Evaluation Technical Management Red areas extended by ITSM III Supplier Management Service Validation & Testing IT Operations Management Application Management Strategy Generation Service Level Management Transition Planning & Support ServiceDesk Demand Management Capacity Management Change Management Service Portfolio Management Availability Management Incident Management CMDB Financial Management IT Service Continuity Mgmt Release & Deployment Mgmt Problem Management

  3. ITSM III • ITSM III is defining what it means to be “In Production” through Release Management • ITSM III is itself a project and is being managed using the templates, approaches, and advice of the Project Office • ITSM III presents some unique challenges, but still requires the normal project disciplines

  4. When Does Release ManagementApply to Project Management? • Release defines what it takes to get a new or changed service or application into production • If your project delivers a service or application into production, you need to do Release Management

  5. What does “In Production” mean? • Defined roles for ongoing operation • Defined Service Levels • Backup and recovery • SARP, where appropriate • ITSC ready to support the application • OPC ready to run the application • Project Team enabled to move on • Etc., etc.

  6. The Checklists • Go through Release Transition from SharePoint • Go through Sample ITSC from SharePoint • Show Phases ITDDM diagram from SharePoint • Relate to RM-Project Phases

  7. Managing the ITSM Projectwhat is Unique • We are not delivering a new service or application • We are delivering an organization that thinks and works differently • Sure Simon. Good luck measuring that • Documented processes and agreements • Defined Outcomes (e.g. 90% of outages logged as incidents, SLAs for 15 services, etc.) • Many unknowns, like where to start with SLM • We don’t know what Service Level we are delivering • We don’t have a target Service Level • Large number of integration points with other IT process initiatives • Deep engagement with staff required for success

  8. Managing the ITSM Projectwhat is like every other project • Who has a stake in the outcomes? • What do they require? • Agreement on what we are delivering, why, and how much time and resources it will take • How do we unambiguously measure success? • We need a plan • Scope • Schedule • Tasks and relationships • Resources • We need ongoing communications with our stakeholders • Talking and listening • We need frank assessments of risks and progress

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