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IT Process Improvement with TechExcel ServiceWise

IT Process Improvement with TechExcel ServiceWise. Create, Manage, and Improve IT processes. Agenda. About TechExcel ServiceWise ITSM Solution Common struggles when creating IT processes Why processes matter Where are we now? How do we improve? Elements of process improvement

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IT Process Improvement with TechExcel ServiceWise

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  1. IT Process Improvement with TechExcel ServiceWise Create, Manage, and Improve IT processes

  2. Agenda • About TechExcel ServiceWise ITSM Solution • Common struggles when creating IT processes • Why processes matter • Where are we now? How do we improve? • Elements of process improvement • Using ServiceWise to enable IT Process improvements • Examples • Demonstration

  3. TechExcel ITSM Solution

  4. TechExcel Business Solutions Integrated Development And Support

  5. Common Struggles • Overextended and no clear description of what process to improve • Little or no management visibility into progress • Inconsistent delivery to customers • Duplicate efforts among numerous teams • Lack of user input/feedback in decision making • No way to enforce/implement best practices • Poor Morale - overly bureaucratic or lack of ownership

  6. Why Process Matters • Collectively document procedures of how things should be done • Organization vs. personal perspective • Removes repetition in decision making and work tasks • Provides a baseline for management and measurement • Consistency and transparency • Collaboration vs. working individually

  7. The Process Management Premise (Taken from CMMI) • The quality of a system is highly influenced by the quality of the process used to acquire, develop, and maintain it.

  8. How do we create good processes? • Understand organizational readiness to improve • Continually evaluate current situation • Implement and integrate IT processes using TechExcel ServiceWise

  9. Organizational Maturity Capability Maturity Model Level 5 Optimized Level 4 Managed Level 3 Defined Level 2 Repeatable Level 1 Ad Hoc

  10. Characteristics of a Level 1 Organization: • Undocumented • Ad hoc processes • Difficulty in repeating success • Abandon process in crisis • Implications: • Uncontrolled and reactive • Success dependent on personal heroics • Risk Level 5 Optimized Level 4 Managed Level 3 Defined Level 2 Repeatable Level 1 Ad Hoc

  11. Characteristics of a Level 2 Organization: • Some repeatable processes • Processes limited • Achieve some levels of consistency • Result: • Improved but limited management visibility • Enough process to mimic success when situation is similar Level 5 Optimized Level 4 Managed Level 3 Defined Level 2 Repeatable Level 1 Ad Hoc

  12. Characteristics of a Level 3 Organization: • Sets of defined processes • Begin to tailor standard processes to meet needs elsewhere in organization • Result: • Establish process related objectives and ensure objectives are met. Level 5 Optimized Level 4 Managed Level 3 Defined Level 2 Repeatable Level 1 Ad Hoc

  13. Characteristics of a Level 4 Organization: • Process Metrics in use • Management effectively controlling process • Specifically, management is able to adapt processes to particular need • Result: • Predictable and controllable Level 5 Optimized Level 4 Managed Level 3 Defined Level 2 Repeatable Level 1 Ad Hoc

  14. Characteristics of a Level 5 Organization: • Continually improving processes • Innovative process and technological changes to support this • Result: • The process of “Process Improvement” is a manageable and measurable process Level 5 Optimized Level 4 Managed Level 3 Defined Level 2 Repeatable Level 1 Ad Hoc

  15. Out-of-box ITIL processes

  16. Service Desk Configuration

  17. Multiple IT Processes

  18. ServiceWise for other IT Processes • New Hire / Termination Process • IT Provisioning Process • IT Project Proposal and Review Process • IT Scope Change Tracking • Risk Tracking / Security Incident Investigation • Facilities Management

  19. Independent and Related Processes

  20. Examples of other supporting processes • Document Production Requests • Billable Items tracking - Reprographics • Business Travel Requests • Company 411 – General Info Management

  21. Creating Additional Processes using ServiceWise • Define Account Types (Roles) • Define the Data (design fields, user interfaces, and reports) • Create workflow • Setup task automation (using events) • Setup routing, notification, and escalation • Setup SLA or time tracking • Make available to customers/employees in self-service portal • Revise

  22. Benefits of using ServiceWise to create processes • Create process applications without any code • Applications may be built upon a centralized repository with common data • Boundary between the application and the platform • No limit on number of Projects (Processes) in ServiceWise • Application and processes are maintainable

  23. Extend ServiceWise with Web Services API Integration with existing systems Web Services Layer • Existing Applications • Custom Applications • Sync Services • Mashups

  24. More Information www.techexcel.com sales@techexcel.com (800) 439-7782 ext 5

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