TSRM implementation For Bank of Islam Brunei Darussalam

Submitted By: Shefali Narang 0551234408 Krithika C Rao 0571234408

 To capture the information, provided by the BIBD users during the requirement gathering session, being used to configure Tivoli Service Request Manager for BIBD. To implement TSRM for BIBD using the information gathered during the Requirement Gathering. To prepare test cases and execute the same .

The product configurations will be according to business processes at BIBD. The best practices were discussed and the process flow was designed aligned to the ITIL framework. This includes the following activities which will support the service desk operations in BIBD:

Incident Management Problem Management Solution Management Email Notification Start Center Configuration Security Group Service Level Agreement Report

Requester Call/ Email/ Walkthrough

SD Create Incident Ticket Status: New

Mail to End User

Auto Assign to SD Status : Queue

SD take OwnerShip Status: Assigned/ Reopen

Mail to End User

N Selection
Check Support Group field is not empty

Support Group? Y
Email to End User & Tech Support Group

Mail to End user

SD Reopen Inc Ticket Status: Reopen

Assign to SD Group Status: Resolved

Ticket not solved

Create Problem Selection Incident ticket Status change to WIP (Work In Progress)
Ticket solved

SD Closed Inc Ticket Status:Closed

Stop

Email to SD Problem Ticket create from Incident Ticket New Problem Ticket Assign to Tech Support Team Status: Queue Tech Support take Ownership Status: Assigned/ Reopen

Mail to end user

Selection

Assign SD Status: Resolved

SD Reopen PR Ticket Status: Reopen

Pending on Vendor Status: Pending

Selection

Ticket not solve

Ticket solved (Mail to End User)

SD Closed Status: Closed

Stop

TSRM provide solution application for knowledge base. A knowledge base will be prepared on the basis of data provide by BIBD. The data will be in the form of Symptoms, Cause and Resolution. The predefined solution can be used for solving any particular ticket like incident and problem.

SD Group will also be given rights for the solution application so that new solution can be created in future and thus can be used for solving the tickets.

Appropriate email will be in place to make sure that tickets are responded. The following email notifications would be sent :

INCIDENT On creation of incident ticket On resolve of incident ticket On reopen of incident ticket PROBLEM On creation On assign to Tech support On Tech support ownership On Problem reopen SERVICE LEVEL AGREEMENT SLA Breach mail

The Start Center is the first screen when any TSRM user login into TSRM system. TSRM users are allowed to access to the tools and KPI via Start Center. Administrator can configure the default Start Center that users see when they access the system. Start Center are assigned to security Group therefore the first time user login into the system, they see a Start Center based on the template for the security group. BIBD has decided to include the following templates for SD, TECH SUPPORT and ADMINISTRATOR.

A common security model is available to support the organization and structures. These security groups assigns authorizations to TSRM user, allowing to access specific applications based on roles, and also to access the data for their organizational entity.

Based on BIBD environment, the following security group will be created and assign to corresponding user:No 1 2 SECURITY GROUP Service Desk Tech Support APPLICATION Incident, Problem, Solution, Bulletin Board Problem, Solution User Management, SLA, Workflow, Communication Template, Solution, Asset, Report, System Configuration, Classification, Bulletin Board, Calendar

TSRM Admin

A service level agreement (SLA) defines the agreement and formal commitments between a service desk and requestor. In TSRM SLA is applied based on the Report date (Creation date) of the ticket. BIBD business working hours for Service Desk and Technical Support Team are from 8:30am to 5:30pm (Monday to Friday) and from 8:30am to 12:00pm only for Saturday. SLA will measure each ticket based on business working hours. Service Desk will manually apply an SLA to incident ticket. When a SLA is applied to a ticket, the ticket can be tracked as part of an SLA monitoring process. If SLA of the ticket is breach, then an email notification is send to Head of Department and Head of Division as part of escalation. SLA can only be applied when priority has been set. REPORTEDPRIORITY will be use as priority field.

According to the needs and requirements of BIBD, TSRM was customized and implemented and replaced the existing system Track-it. TSRM includes all the processes that were required by the BIBD and it has been customized in such a way that it is easy to train and be used by the users of the system. The process is mapped in TSRM system along with the best ITIL practises which are deemed most suitable for BIBD.

THANK YOU