IT SERVICE MANAGEMENT : IMPROVEMENT

PLAN

BY
UDAY MISHRA ,
GLOBAL IT SERVICE OPERATION MANAGER
AGENDA
• IT SERVICE OVERVIEW
• IMPROVEMENT CYCLE
• AREA OF STUDY TO IMPROVE
• REVIEW PROCESS
• DETAILS OF ACTIVITIES
• PLAN FOR REVIEW AND UPDATE THE PROCESS
• TIMELINES FOR DELIVERY
• WHAT NEXT
IT SERVICE OVERVIEW
IMPLEMENTATION / IMPROVEMENT CYCLE

Business
The Vision Objective

Where are we Assessment ,

now Benchmarks

How do we
keep going Where we want Measurable
to be Targets

How do we get Process

there improvement

How can we Measurement and

say we got Metrics
there
DETAILS ON IMPLEMENTATION / IMPROVE CYCLE
CONT’D…
What is the vision?
The starting point for all of these activities is the
culture and environment of the IT Service Team. The
people and the culture have to be appropriate and
acceptable to improvement and change. Therefore,
before attempting anything else, the culture within
the service team needs to be reviewed to ensure
that it will accept and facilitate the implementation of
the required changes and improvements
Where are we now?
Once the vision and high-level objectives have been
defined, then we needs to review the current situation,
in terms of what processes are in place and the maturity
of the organization
Where do we want to be?
Based on the current state assessment, and the vision
and high-level objectives, a future desired state can
be defined. This will be achieved through SOP , RACI
and detailed structured process implementation.
How do we get there?
A set of improvements should then be identified to move
forward from the current state to the agreed future state.
A plan to implement these improvements should then be
developed, incorporating Service Transition and Service
Operation
How can we tell when we have got there?
A defined set of metrics needs to be utilized in order
to ensure that the desired future state is achieved.
How do we keep going?
Having improved, we now need to consolidate and move
on. The organization and the culture must recognize that
we can always get better, and therefore must establish an
environment of continual improvement. So, once we have
achieved the new desired state, we must review the vision
and objectives, identify more improvement actions and
repeat the six-stage process again
REVIEW AREAS : EXISTING VS PLAN

Review service operation processes

Operations
and put in place best practice’s, where
needed

Service
Measurement
Review factors
affecting quality of
Identify the
service. Draft
processes and set Process and SOP measures for
review metrics for Creation handling of tickets
logged. Regularize
continuous
these measures as
improvement
processes.
IMPROVEMENT PLAN : FOCUS AREA
(HOLISTIC VIEW)
Procurement and
Distribution of
Laptop’s

Inventory Setting up Global Help

Management IT Service’s Desk

Service
measurement SLA
Metrics
IMPROVEMENT PLAN : PHASED APPROACH

IT Tool Configuration,
Service Measurement Inventory Management,
Service Desk Setup,
Setup, Process integrating Laptop Procurement and
Creation of SOP and SSI,
with other departments deployment process
Roles and responsibility
REVIEW AREAS : IN DETAILS
Operations Service
Service Process
Measurement
New Resource Training Call classification process
Documents (Categorization) Trend Analysis as a Process

RACI Metrics and Emergency Incident / Major Incident Repetitive Calls / Know How
Process Management calls

Service Desk Shifts and RCA Process and

Timings Scheduled Maintenance
documentation (Laptop / Servers / Upgrade)

Communication /
Collaboration SLA Measurement Problem Management

Shift Handover Process FAQs for end user’s/ Self Help

Issue/Knowledge Database
Apporach

Role Clarity for each IT

Operations members Reporting structure and Interdependency with other
frequency Department

Knowledge Transfer
Succession Planning Proactive approach

Review Mechanism
Communication Skills
ESSENTIAL ROLES TO BE CREATED
Service Design
manager
Process Owner
IT Planner

Service Catalogue
IT Designer / manager
Architect

Service Level
Availability Manager
Manager
CSI Manager

Capacity Manager

Security Manager Supplier Manager

ROLES TO BE CREATED : CONT’D…
Process owner
A process owner is responsible for ensuring that their
process is being performed according to the agreed and
documented process and is meeting the aims of the
process definition
Service Design Manager
The key role and responsibilities of the Service Design
Manager are covered throughout this publication and they
are responsible for the overall coordination and
deployment of quality solution designs for services and
processes. Responsibilities of the role over and above
those of line management of all people involved in Service
Design
IT Planner
An IT Planner is responsible for the production and
coordination of IT plans
IT Designer/Architect
An IT Designer/Architect is responsible for the overall
coordination and design of the required technology
Service Catalogue Manager
The Service Catalogue Manager has responsibility for
producing and maintaining the Service Catalogue
Service Level Manager
The Service Level Manager has responsibility for ensuring that
the aims of Service Level Management are met
Availability Manager
An Availability Manager has responsibility for ensuring that
the aims of Availability Management are met
IT Service Continuity Manager
The IT Service Continuity Manager is responsible for
ensuring that the aims of IT Service Continuity
Management are met
Capacity Manager
A Capacity Manager has responsibility for ensuring that the
aims of Capacity Management are met
Security Manager
The Security Manager is responsible for ensuring that the aims
of Information Security Management are met
Supplier Manager
The Supplier Manager has responsibility for ensuring that the
aims of Supplier Management are met
To be finalized with Nishikant
SERVICE DESK PROCESS
Support Team

Event
Service Desk Problem
Manager Management
SOP
Query
Pillar Leads
No
Resolve
Service Desk Change
Request for Mentor Management
change

KMDB Yes
Manager
Service Operations
Request
Approval
Request for
Process
closure
SERVICE OPERATIONS
STEADY STATE
 ON BOARDING : NEW RESOURCE

Concern Study the current on Better productivity of Productivity trend

Triggers

Action Plan

Metrics
Results
Documents are not boarding process and New Joiners report of new joiners
properly placed / update RACI as per
structured for New competency
Lesser dependency with
joinee in IT Team senior members, thus
Discuss with senior freeing up some of
team members and Leads’ bandwidth
identify on boarding required for managing
requirements new comers

Identify the gaps (if any)

in the current process

Modify the templates

and draft a new on
boarding process (if
Output
needed)
On Boarding Checklist
Updated On Boarding Documents
Ideal RACI metrics
INTERNAL COMMUNICATION /
COLLABORATION

Issues with inter Study the current Reduction in time Increase in productivity
Triggers

Metrics
Actions

Results
departmental communication scenarios spent on co-ordination – Avg. no. of calls
dependency and methods at ABB Better governance closed per day
Absence/Delays in • Frequency & agenda of within each team
reporting by other Internal Meetings
departments / running • Frequency & agenda of
projects Customer meetings
Absence of lead and • Communication through
lag times ticket life-cycle
• Other co-ordination
scenarios

Identify pitfalls

Develop and implement

methods for plugging these
pitfalls
Output
Document detailing current gaps
and internally agreed solutions
ROLE CLARITY FOR LEADS : RACI

No clarity on Talk to all TLs to TLs to be more Increase in

Actions

Metrics
Triggers

bandwidth of TLs
TLs seem to lack
ownership? Need to
identify their
constraints
Results
understand the accountable productivity – Avg.
responsibilities & the no. of calls closed
work TLs currently per day
do Better co-ordination
within teams
Talk to IT Director to
understand the
responsibilities & the
work TLs currently
do

Study the reporting

tasks TLs do
Identify the changes
required and draft
clear responsibilities
Output
Service Desk TL Roles &
Responsibilities document
Calendar with Reporting requirements
from TLs
REVIEW MECHANISM
Delay in resolution
Actions
Triggers
of Service Request
Avoid post-mortem
after escalations
Talk to Nishikant and Reduction in number Escalation Metrics
Results
Metrics
TLs to understand of SLA Breach /
the current call escalations
review process /
metrics and
frequency
Dig into historic
escalated calls to
understand gaps
Establish process for
continuous review
and improvement
AIM: Every call to get
escalated internally
before causing SLA Output
breach Document on Review points and metrics
Documented process for periodic review
SERVICE MEASUREMENT
KPI DEFINITION
REQUEST CLASSIFICATION
Concerns Discussion with Team Reduction in SLA No. of SLA breaches

Actions

Metrics
Triggers

Results
to understand the breaches Daily summary of
current process of Reduction in time open tickets at each
Correct Classification call allocation &
is not happening and spent on moving the stage
classification call across levels
calls are getting
closed with Finding the cause of
inappropriate Detailed ITSM delay to put the
priority structure to be points for CSI.
created. This will
have all the details of
service management.

Draft the changes

required (if any) in
the process, Post
discussion with ITSM Output
global manager Clear guidelines for call classification
Documented process for classification of
calls.
Service Metrics
ISSUE/KNOWLEDGE DATABASE
Service Desk At present the KMDB Increase in In-Processing calls

Metrics
Triggers

Results
Actions
consultants need status. efficiency Service
inputs for regular Discussion is required Desk consultants
issues handled Delay reasons at
with Senior team to each steps
understand where Reduction in ‘In-
Issue and Escalation Service desk require processing’ time.
Register to be their help Hence reduction in
maintained Identify tasks that can calls in processing
Existing Reports to be documented to
be looked reduce dependencies

Setup a process for

regular documentation

Output
Documentation of custom processes
Process for Documentation of key Day-
to-Day issues
SERVICE REPORTING
Review of current Talk to Stakeholders Clear and better Customer feedback

Metrics
Triggers

Results
Actions
reports being and understand the Reports as per on service reporting
Populated. current service finalized frequency
reporting structure Service reports to
be aligned as per
Review the structure expectations
and content

Set right the reporting

expectations

Identify changes
needed (if any) to
better portray the
delivered services Output
New/Amended templates for service
reporting
Make necessary
changes to regular
reporting process
SUCCESSION PLANNING

Need to free pillars Talk to Stakeholders Senior Members

Actions

Metrics
Triggers

Results
and Mentors to identify potential have bandwidth to
bandwidth so they lead candidates from concentrate on
To be discussed
can concentrate on each team quality of services
other new activites with IT Senior
Management
Identify the tasks of Increased sense of
TL that can be ownership by
delegated to this potential lead
potential lead

Arrange for the

required KT from
lead to successor

Output
Draft it as a process Identification of potential TLs
Document Roles & Responsibilities of
potential TLs
USER’S INTERACTION

Communication with Analyze in detail Reduction in Results of Customer

Actions

Metrics
Triggers

Results
user’s in effective concerns while communication satisfaction survey
way resolving issues related concerns
raised by users
Identify common
communication Increased Customer
errors (if any) satisfaction

Identify areas where

templates can be
created for
communication

Output
Co-ordinate with HR IT service metrics on generally made
& Practice to communication errors and fixes
arrange for trainings Sessions to Sensitize consultants
(if needed)
CALL REDUCTION
PROCESS AND PROCEDURES
TREND ANALYSIS AS A PROCESS

Happens as and Identify metrics for Daily/Weekly check

Actions

Metrics
Triggers

Results
when needed. Needs trend analysis for anomalies
to be regularized to
spot and fix
anomalies Identify reports to To be discussed
be regularized with Senior
Management
Identify people
involved

Draft a process and

set metrics for
measurement
Output
Document (with calendar) listing data
Setting of self service required from each Team for trend
portal as much as analysis
possible. Process document detailing each
stakeholder’s role in trend analysis
IDENTICAL ISSUE FIX
Initiative to reduce Sit with Pillar heads Reduction in number Avg. no. of daily calls

Actions

Metrics
Triggers

Results
the volume of calls to analyze historic of calls created created/Closed
data & identify
repetitive calls
Reduction in no. of
passes
Identify possible root
causes and ways of
plugging them

Follow-up with all

stake holders to get
the fixes
implemented
Output
Checklists for information to be
Create templates for requested from users for repetitive calls
resolution on Documented solutions to repetitive calls
repetitive calls
QUICK SOLUTION WITHOUT
ITERATIONS
Number of calls in Analyze the calls to Quicker resolution of Reduction in no. of

Actions

Metrics
Triggers

Results
Needed input / find reasons for calls certain tickets passes
Solution Provided open.
calls
Increased customer
Identify calls with satisfaction
similar reasons

Identify if certain
information is
usually missed from
the ticket which
requires call to be
put to CA
Output
Draft a plan to plug Checklists for requesting information
the identified loop- from end-users
holes Process for regular review of
avg/min/max no. of passes
INTER-DEPARTMENTAL DEPENDENCY

Delay in logging of Study the current Better collaboration Escalations by

Actions

Metrics
Triggers

Results
ticket for request by Internal ticket with-in various delivery / project /
other department management departments department
process
Non-adherence to Reduction in
existing process if Talk to Dept head escalation for
any and identify reasons departmental issues
for non-adherence

Study if changes are

needed to current
process

Output
Draft a review Document on changes to current
process process (if any)
Documentation of review process
 APPROACH FOR EACH PROCESS
Start Process
Stop
study
YES

Study Available Results

documentation Track Metrics
Ok?

NO
Discuss with existing Sensitize stakeholders
team
Select a
process from
the list of Create Final Documents
identifies areas Discuss with Senior - Process & Review
of team Mechanism
improvement
YES
YES
Need More NO
Change
Clarity? Ok?
Color Legend
NO
Plan

DO / ACT Document changes needed in the

process, along with reasons and Review the change with
Check impact Senior Team
WHAT NEXT : CONTINUOUS REVIEW
 Thank You

Uday Mishra