Case study (3)

IT Service improvement
YUBC Internet provider
2
Business system YUBC
Founded in 1989, in Beograd, and its main activities are
telecommunications
Motto: Quality without compromises.
Its business is divided into two main sectors: technical
and sector of general affairs.
Clients are offered 24/7 technical support during whole
year.
Following services are offered: Web Hosting, Server
Housing, Domain registration, VOIP, Dial-up , ADSL,
Wireless access
www.yubc.net
3
Wireless internet service
Wireless Internet is achieved by establishing
connection between transmitter (provider) and
receiver (client). For a client to be able to use
wireless internet it is necessary to be inside the
signal coverage area (to have a visual contact)

Business system YUBC for Wireless service:
Goes onsite to check visual contact;
Assignees IP addresses;
Provides all necessary equipment for establishing wireless
connection;
Sets up raido-antenas and tunes them up.
4
Usage of ITIL in Wireless service
Areas with potential for improvement:
Recording of observed processes,
Clear definition of roles and responsibilities within
RACI matrix and
Establishing standard procedures:
Procedure for creation and categorization of
documents
Procedure for document management.

5
6
Analysis of event management processes
AS-IS analysis
For event management is used:
SNIPS,
Software from hardware manufacturer and
E-mail notices
7
Analysis of event management processes
Suggestions for improvement:
1. Procedure for event management and
2. RACI* matrix.
Service
Desk
manager
Service
Desk analyst
Ass. dir. for
tech. sector
Head
administrator
TT
assembler
Choice of
event to be
supervised
I I A C
Parameters
for event
alarms
I I A C
Event
discovery
A R I I I
Action trigger A R I I I
Action
analyse
A R C/I
Closing up
event
A R
*The RACI matrix
is a type of
responsibility
assignment matrix
which is used to
delegate tasks,
activities,
milestones, or
decisions to project
team members.
Each team
member is
designated a role
in the RACI
hierarchy which is
an acronym that
stands for
(Responsible,
Accountable,
Consulted,
Informed).
8
Analysis of event management processes
AS-IS analysis
Considerable maturity of process;
There is no unified record of incidents .
Suggestions for improvement:
1. Incident record,
2. Incident procedure management and
3. RACI matrix.




9
Analyse of event management processes
Client
Service
Desk
manager
Service
Desk
analyst
Ass. dir. for
tech. sector
Head
administrator
TT
assembler
Incident
detection
R/I A R I I I
Entering the
incident
I A R
Categorization
of incident
A R R/I I
Incident priority A R R/I I
Starting support C A R I I I
Solving form
second level of
support
C/I C C A/R I R
Solving form
third level of
support
C/I C C C A/R C
Closing up the
incident
I C R A I I
Proactive
communication
C/I C R A/R C C
Incident report A/R I I I
10
Analysis of event management processes
AS-IS analysis
Considerable maturity of process;
There is no unified, structural record of problems.



SMETNJE ILI
PREKID USLUGE
WIRELESS
INTERNET LINK
OPREMA
KORISNIKA
OSTALI
UZRONICI
OPREMA
PROVAJDERA
RADIO
FREKVENCIJE
GREKA
KORISNIKA
Link provajder-
Telekom
Link Telekom-
njegov provajder
Meunarodni
linkovi
Fizike
prepreke Meanje
drugih
ureaja
Kablovi
Ruter
Switcher
Korisnika antena
Bazna stanica
Sektorska antena
Point-to-point
dodatna oprema
Server
Napajanje
Kablovi
Konfigurisanje
Napajanje
Ureaji
Neinformisanost
Pogrena
procena
Vremenske
nepogode
Nestanak
struje
Delovanje
N.N. lica
Suggestions for improvement:
1. Records of the problems,
2. Database of known errors,
3. Procedure for problems management
4. RACI matrix.
11
Analysis of fulfilment
AS-IS analysis
Claims standard changes which should be charged;
The existing records of clients;
There are no unified records of claims.



Suggestions for improvement:
1. Records of claims,
2. Extension of user records,
3. Procedure of claim fulfilment and
4. RACI matrix.
12
Analysis of Access management
AS-IS analysis
Every employee enters name and password on its own PC.
Suggestions for improvement:
1. Catalogue of services for internet users,
2. Procedure of access management and
3. RACI matrix.


Case study (4)
IT Service improvement
Telekom Service Desk
14
Telekom SERVICE DESK
Organization plans
ISO/IEC 20000
standardization and ITIL
practice

Existing service desk
Tel, fax, mail, post, web app
special home made
application for damage
report
http://www.telekom.rs/
15
Telekom SERVICE DESK
Disadvantages:
the processes of
planning, designing and
IT maintenance are
difficult

Possible improvements:
Centralization
Report of all failures
Claim status check
Centralized software

Analysis:
Duration:10 days
around 10 000 IT clients
not a single incident, nor
service claim lost
344 are solved on first level
107 incidents are solved on
the second level of support
categories have been analysed
16
Telekom SERVICE DESK
PROJECT description:
Purchasing of HP Open View software
Loading the database connection between Active
directory and Human Resource database of
employees
Integration with already used client hardware and
software system
Establishing connections client-equipment and
equipment-equipment
Loading the database with data on equipment that is
not being used
17
Telekom SERVICE DESK
Goals of the project:

1. helping IT to become service
provider in organization
2. improve the quality of IT
services
3. implement and optimize
processes of IT support
services
4. lower long term expenses for
service providing
5. create basis for implementing
complete management of IT
services on ITIL
6. renewal of normal service
operations as soon as possible
7. reduce consequences of
incidents on company business
8. processing and evidencing of all
incidents and service claims so
that there is no loss
9. referring resources where they
are most needed
10. provision of information that
enables optimization of support
process, lowering number of
incidents and execution of
management planning
18
Telekom SERVICE DESK

Phase 1: Delivery of hardware and software
Beginning: Project start date
Deadline: Project start date + 60 days

Phase 2: Service Desk, Incident Management and Problem
Management
Beginning: Project start date
Deadline: Accepted Phase 1 + 90 days

Phase 3: Configuration Management and Change Management
Beginning: Project start date
Deadline: Accepted Phase 1 + 120 days
19
Telekom SERVICE DESK
Client service is divided into two
groups:

level one
receives calls, fills in data, sets
priority, resolves basic problems
(password reset, providing
information), forwards cases that
cant be solved to level two.




level two
solves cases with long distance
approach, forwards cases that
cant be solved to the work
groups
20
Telekom SERVICE DESK
Work groups
technicians of different locations,
unidocs,
warehouse clerks,
specialists,
system operators,
network administrators,
safety and protection,
management,
Telecommunication information system (TIS),
Management information system (MIS),
Geographical information system (GIS), etc.

21
Telekom SERVICE DESK
Benefits gained by introducing
Service Desk:

automation of the processes that
are monitoring provision of IT
service
improved quality of IT service
provision
reduced response time on
reported error
reduced expenses of service
provision



created knowledge database
increased user satisfaction knowing
that they can find out at any time
what is going on with their claim
it has began to be measured and
analysed utilization of IT
technicians,
work is being allocated and
stimulated based on analysis
Case study (5)
Continual Service Improvement
VELKOM company
23
VELKOM company
Private company for production and packaging of
powdered and granular products.
For two decades of business company has become
one of the largest manufacturers of various food
additives.
Winner of several gold medals for quality.

http://www.velkom.rs
24
VELKOM case study
Two main areas of improvement: external and
internal

Defining of desired state or goal: delivery of quality
IT service, increase capacity in accordance with
company development, training staff.

IT sector of VELKOM company supplies internaly.
25
VELKOM Department of purchase
Existing IT service
Improvements regarding changes in the
application: evaluation of suppliers reliability,
reporting
Expected result: better risk management
26
VELKOM - Production
IT service application for inventory
Introduction of ERP software package for
production management
Implementation of ERP software includes
engaging specialist consultant team
27
VELKOM - Sales
Improvement of current service:
accepting orders via e-mail
reporting
analysis of product sales.

New service: Online shop

Availability management, information security and
access control

28
VELKOM - Finances
Current application offers good support in this area
Different complex financial reports
Changes according to legal requirements
Access management and prevention of data
manipulation
29
VELKOM IT sector
Capacity management optimizes capability of IT
infrastructure and services
Analysis of the component failure impact
Analysis of service failure
Availability of 24h service
Events that lead to service failure


30
VELKOM IT sector
Capacity management proactively oriented
hardware, software and staff support
Service capacity management
Capacity management - components
hardware components,
software tools for monitoring, measurement, data
analysis and safety management,
Roles: Measurement manager and Analyst
31
VELKOM
Institutionalization of changes
Methods of institutionalization of changes:
Harmonization of changes with organizational
culture
Communicational strategy and plans
Service Desk direct communication of IT supplier
and client
Quick response to a request
Event management
32
Conclusion
Most of those who have experience with ITIL
claim that adoption of ITIL doesnt have
an end point there is just a starting point
and milestones on the path of measuring
achieved continuous success!