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IT Best Practices (ITBP) Project

IT Best Practices (ITBP) Project. Lisa Tomalty, ltomalty@uwaterloo.ca Information Systems and Technology. Agenda. Project Introduction Project Scope IT service operations What is ITIL ? Benefits ITBP Team members Proposed Approach/Timeline More Information. Processes….

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IT Best Practices (ITBP) Project

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  1. IT Best Practices (ITBP) Project Lisa Tomalty, ltomalty@uwaterloo.ca Information Systems and Technology

  2. Agenda • Project Introduction • Project Scope • IT service operations • What is ITIL? • Benefits • ITBP Team members • Proposed Approach/Timeline • More Information

  3. Processes…. • IT Crowd…… the importance of talking about processes

  4. Project Introduction • Review and make recommendations related to IT service processes and procedures • Review what is working well and what needs improvement • Investigate ITIL concepts, processes and suggestions • Apply ITIL and possibly other methodologies as appropriate • Opportunity to do things better

  5. Project Scope • First Phase • Service operations processes • Change management • Knowledge management (initially focusing on knowledge base) • Second Phase • Continual Service Improvement processes • Service catalogue • Advise on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

  6. IT Service Operations • Service Desk (Help desk) processes (currently all done in RT) • Incident Management • Problem Management • Request Fulfillment • Access Management • Event Management

  7. What is ITIL?-1 • ITIL can be thought of as an ‘instruction manual’ for effective IT Service • Information Technology Infrastructure Library • You can take the parts of it that you need • Framework of “suggestions” and suggested processes for managing IT services • Customer focused • Focus on providing the value to customers

  8. What is ITIL?-2 • Provides approaches/models/etc. • E.g. Continual Service Improvement (CSI) • Validated across many other organizations • Non-prescriptive (can use parts)–”ITIL-lite”

  9. Gartner snippet… • ITIL • A collection of books, abstract high-level descriptive guidance • People do not “do” ITIL • They should do their processes in support of the business

  10. Benefits • Improved client satisfaction through a more professional approach to service delivery* • Improved IT services through the knowledge of proven best practice processes and common terminology • Increased competence, capability and productivity of IT staff* • Improved systems/ applications availability* • Greater visibility of IT assets* • Improved collaboration/communication between IT groups *Reference

  11. ITBP Team members

  12. Proposed Approach/Timeline • Timeline: October 2013 – August 2014 • Approach • Campus wide project • Sub groups to focus on specific processes • Consultations with other Canadian universities • Connection to RT4 Implementation Project • Communication and training will be key

  13. More Information • Please contact Lisa Tomalty, ltomalty@uwaterloo.ca, x35873 for more information or to discuss this project. • IT Best Practices project • Thank you!! 

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