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ITSM Gap Analysis For XYZ
ITSM Gap Analysis For XYZ
An Insight
Contents
PREAMBLE ASSESSMENT OBJECTIVE ASSESSMENT SUMMARY ASSESSMENT PARTICIPANTS APPROACH ASSUMPTIONS IDENTIFIED STRENGTHS OF XYZ TELECOM IT KEY FINDINGS STATUS OF ITSM IN XYZ TELECOM OVERALL PROCESS ALIGNMENT LEVELS PROCESS AREA WISE GAPS RECOMMENDATIONS ROADMAP THE PDCA MODEL REFERENCES
Preamble
Background
The IT at XYZ Telecom offers IT Services, namely The IT Service Desk, IT Infrastructure management, and Application management to their customers (various departments within XYZ Telecom) from the facility at Academic City Dubai, UAE.
Approach
Being a quality conscious organization, XYZ Telecom IT thrives to ensure that the IT Services delivered by them are aligned to best practices and global standards in IT Service management.
Deliverables
This report contains the structured representation of the findings from this assessment and the recommendation on the way forward.
Assessment Objective
The objective of this gap analysis is to assess the current the practices within XYZ Telecom IT Department with respect to: Specified and implied needs of XYZ IT department Global best practices in IT Service Management
The Assessment mainly takes the ITIL framework as the basis for the assessment,
so that this forms the foundation for XYZ Telecom IT for working towards certifying the IT Service Management practices as per the international standard.
Assessment Summary
Assessment Duration:
The assessment was conducted over a period of 30 calendar days starting from 31st of March 2011 till 30th of April, 2011.
Assessment Location:
All assessment related activities were carried out from the XYZ Telecom IT facility at Academic city Dubai, UAE
Assessment Validation:
reviewed and agreed with the project manager of XYZ Telecom IT to ensure there is no mismatch of what the consultant understood from the information gathered.
Assessment Method:
Interviews with relevant stakeholders in XYZ Telecom Review of the Self Assessment questionnaire filled out by the XYZ staff Review of process/procedure documents and plans showing the intent Review of records and other evidences
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XYZ Telecom Confidential
Assessment - Participants
Assessment Participants: Following are the participants from XYZ Telecom IT who were involved in the assessment Jassim Juma Operations Section Head Osman Farah Application Section Representative Fouad Saleh Project Manager
Approach
Assumptions
The assessment is based on the information made available to the consultant through interviews and review of documents and records. A full fledged audit of the operations was not the intention of the exercise. It is assumed that all information provided by the various
participants in the assessment exercise are authentic and complete. It is also assumed that XYZ Telecom is going apply for
Help Desk has been established as a SPOC (single point of contact) for XYZ
Telecom IT users The benefits and the need for process improvement has been identified by
delivery
Very low staff attrition rate, hence minimal changes in project core members Comparatively well carried out Incident, Supplier and Financial Management Tools, resources and funds allocated/planned for improving Service
Management
Key Findings
Service Desk is established as SPOC (single point of contact) for all the users, however this gets bypassed at times
Telecom staff Polices related to IT are not defined, documented and communicated
Document control procedures are currently unavailable Minutes of any meetings in IT are not consistently recorded and
done annually
XYZ Telecom Confidential
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Level 3
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Alignment Status
PARTIALLY ALIGNED PARTIALLY ALIGNED
PARTIALLY ALIGNED
PARTIALLY ALIGNED
NOT ALIGNED
NOT ALIGNED
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Recommendations
Immediate Actions Recommended Form a steering committee for progress reviews and escalation management of the improvement initiative Document all Services and its details with default levels in a Service Catalogue Identify service owners for each service from XYZ Telecom IT
Identify and document services required by XYZ Telecom IT from other departments
Plan and implement availability, capacity and security monitoring tools Identify appropriate individuals for process ownership and management Document, review and agree on all process documentation needed by the framework Identify all the risks related to the implementation of the Service Management System Develop mitigation plans for risks that have high Risk Priority Number
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Recommendations
Recommended Steering Committee Composition and Responsibilities
Project Sponsor IT director
Section Heads Application and Operations Project Manager XYZ Telecom Project Manager Consultants Customer representative(s) Drive adherence of set policies and processes through formal communications to all staff
standard
Resolve resource and fund issues that cannot be managed by project manager Conduct Service Management Review
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Recommendations
Recommended Responsibilities of the Management Representative : Creation, implementation and maintenance of the Service Management Policy
Recommendations
Recommended Process Ownership and Management Groupings
Different roles with specific responsibilities to manage different process areas would be required to ensure effective implementation of the Service Management system. It may not be possible or not required to have different individuals for managing each process areas. Following are the recommended combination that could be :
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Roadmap
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References
XYZ Telecom IT department policies, processes and procedures Evidences ITIL best practices framework documentation
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