Information Technology Service Management - Example

Information Technology Service Management Name Date Presented to Institute Letter of Transmittal Name 123 North Street, Township London, 3-September-2010 Mr. John Smith Chief Information Officer (CIO) Hopkins & Associates Ltd. ABC Ltd. 123 Street, QRD Township London. Dear Mr. Smith Further to your request of 15 August, I hereby attach our research and analysis based report for the new technology based platform implementation at business. This report is based on the deep and detailed analysis of the improving IT service Management. In this scenario this report is going to present a comprehensive analysis of the main requirements analysis and purchase of a new set of tools for the IT department to facilitate with ITSM. Thank you for offering us the opportunity to work with you on this project. I will be glad to discuss any question you may have at our next meeting regarding this overall project. Yours Sincerely ABC Technology Consultant Table of Contents Introduction 8 Technology Backgroud 8 Scope of Report 9 Business Overview 9 Statement of Requirements 10 Name of the project 10 Project charter 10 The project owner, sponsors, and stakeholders 10 Problem Statement 11 Goals and objectives 11 Functional Objectives 12 Non-functional Objectives 13 Project closure 14 The deliverables 14 Time Lines 15 Project Budget 16 selection criteria and weightings 16 Multi-Weighted Scoring Model 16 Chart of Multi-Weighted Scoring Model Analysis 17 ITSM Tool 17 Desk Evaluation 18 Problem Management 19 Incident Management 19 Change Management 19 Release Management 19 Service Level Management 20 Knowledge Management Software System 20 General Qualities 20 Updating SOR and Selection Criteria 21 Updating SOR 21 Updating Selection Criteria 22 Recommendation 22 Conclusion 23 Bibliography 23 Executive Summary In the present age information technologies especially information systems are playing a vital role in satisfying as well as supporting almost all the business needs. In the existing model of organization, the section of IT provides essential services required by the organization to up hold its business. Further than the demand of managing IT technology is the basic need to establish as well as efficiently utilize most brilliant practices and procedures to optimize IT services. This is the major focus of ITIL or information technology Infrastructure Library plus ITSM. Information technology service management is a collection of procedures that identify most brilliant practices which are based upon ITIL standards to facilitate as well as optimize IT services to help and ascertain the business requirements and handle and manage the information technology infrastructure both tactically and intentionally. Mainly ITSM application of processes generally provides solutions which comprise services, as a whole or as a part, planned for the entire key ITIL Service Delivery as well as Service Support regions. ITSM execution techniques and procedures are proposed by multiple-entry points where many essential ITIL areas in a variety of phases of initiation or completion and can also be applied in parallel. One principal source of ITSM is able to be established in the systems management services plus functions historically made in large scale mainframe situations. After stable improvement over the years these utilities and services has achieved a high level of development. Change and problem handling and management, faculty handling, configuration administration, disaster recovery, performance organization, accessibility management are several examples. When investigating the distinctions among mainframe systems administration services plus ITSM, it appears to be quite visible that when ITSM is operational in today's IT environment plus across the corporate that the advantages plus superiority of its most excellent applications are exemplified and highlighted. Where mainframe situations are normally centralized, ITSM is associated to mutually distribute as well as consolidate situations. Additionally, where mainframe services are usually stand-alone plus technology supported, ITSM provides integrated services which are in fact some defined procedures based by keeping a focus to well satisfy the business needs. Organization of the technology itself is an essential part of most ITSM solutions; somehow it may not be considered as a key focus. In its place ITSM requires to support the timely delivery of IT services directly by keeping in view the requirements of the corporate. Observing the similar advantages the Hopkins & Associates Ltd. business has decided the implementation of the innovative set of tools and approaches for the IT department to assist ITSM. So in this regard, this research and analysis based report is intended to provide a deep and comprehensive analysis of some of the main features of the new technology based platform application for an improved business handling and controlling. This report is about the studying the main requirements and arrangement of these requirements to the essential business services. Here I would also like to specify an appropriate tool for the for ITSM application. Introduction Technology Backgroud Galup, Quan, Dattero, & Conger (2007) described that IT service management or ITSM is a process-based application intended to support the deliverance of information technology (IT) services according to the requirements of the business, and highlighting benefits to customers. Additionally, the IT service management employs a typical change as of running IT as stacks of individual components to spotlight the availability of end-to-end services by means of utilizing most excellent process models of practice. Information Technology Infrastructure Library or ITIL is internationally known as a set of most excellent practices proposed for information technology service management (Galup et al., 2007; Turban et al., 2005; Hutchinson & Sawyer, 2000). IT service management audits provide a basis for the analysis of 4 major performance signs in definite ways. Now these can be growth and worth that takes on subsequent revenue expansion next to investment as well as utilization. In this connection IT Service Management provides good support to the corporate budget observation, which includes optimal utilization of available funds as well as possibly eluding from avoidable expenditures. IT Service Management helps in the risk impact analysis which employs identifying as well as evaluating the penalty of risks avoided or taken. ITSM is about the communication efficacy which provides a basis for thoroughly analyzing the customer’s response plus assessing the customer’s satisfaction plus consciousness. A systematic analysis of ITSM allows enterprise executives as well as management staff to better come to a decision for the arrangement of different procedures and also identification of possible problem areas. For the facilitation of function, ITSM needs in-house expertise. One approach for making sure of in-house expertise is to include the main persons inside an organization in order to obtain ITIL Foundation certifications coordinated through the ICMB or ITIL Certification Management Board (TechTarget, 2010). Scope of Report There are large benefits of ITSM which cannot be presented in this report; however the key scope and focus of this report is to provide some of the main features and analysis of the new and innovative set of tools for the IT department to help with ITSM at Hopkins & Associates Ltd. business. The main intention here is to summarize some of the main initial statement of requirements to explain the total ITSM lifecycle. So our main intention will be to identify a main tool for ITSM and carry out a desk assessment of the tool against the SoR we shall present. Business Overview The business of Hopkins & Associates is about offering consulting and engineering services. This business is foundational upon the gas and oil reservoir engineers who usually plan and suggest independent evaluations of the reserves properties for oil and gas. This is a small level business like an accounting corporate that is responsible to audit the books of a number of clients of Stock Exchange. In the same way the consultants of the Hopkins “audits” team issue the reserves estimations of gas and oil, and also provide a better judgment as to their worth. The business holder’s of Hopkins has decided to implement a new technology based platform regarding the improved business IT management and handling. This business desires to re-arrange all business IT resources to efficiently handle and control all the features of the business. Hopkins & Associates main purpose is to develop and employ such tools which can efficiently handle and control business information and management progress. Statement of Requirements Business of Hopkins has made a decision to improve its management concerning IT services. So in this regard the business wishes to implement a new tool or set of tools to well facilitate IT section through ITSM. So I am going to present the statement of requirements for the business of Hopkins. Name of the project This project is named as “ITSM at Hopkins”. Project charter ITSM at Hopkins is about the prospective improvement of the corporate usage and management of new platform based on the technology. So the Management of the Hopkins Ltd. has commenced this project and decided to produce more enhanced technology frameworks for the better business operational management of the IT department. The project owner, sponsors, and stakeholders As mentioned earlier that this project is about the potential improvements to operational IT technology framework of the business and areas of information management. Hopkins Ltd. is the exclusive owner of this project and is responsible for the enhanced handling and management of this project. Then main sponsor of this project is also Hopkins Ltd. under the supervision of CIO. In the implementation of this project, Hopkins Ltd. is the first major stockholder, then we will have main stakeholders that is personnel of the corporate. Thereafter any ordinary client will also have the right to be its main stakeholders as this project will directly manipulate these stakeholders. Problem Statement The usual technology practice of the Hopkins Ltd. is really decentralized. At Hopkins Ltd. each business department is working through its own arrangement of technology and responsible for handling and processing its own business related information. There exists no centralized or collective information technology management arrangement. In this scenario there is an awful need for a framework that can effectively manage the overall IT services and can provide more enhanced business advantages. Goals and objectives Considering the new IT services management project and implementation of the technology, the business of the Hopkins Ltd. Has the following objectives and goals: Effectively checking the growth and value of the corporate Establishment of technology for the enhanced tracking of the corporate revenue expansion beside investment as well as utilization Implementing better technology services for budget adherence Deploying IT services management platform for the optimal utilization of obtainable funds as well as getting rid of unnecessary expenditures. Offering effective risk impact analysis which involves recognizing plus assessing the results of the risks Implementing better platform for getting enhanced corporate communication effectiveness, which employs tentative customer’s feedback as well as assessing customer’s contentment plus consciousness. Functional Objectives In case of new ITSM platform and policies implementation the business has the following functional objectives. Enhanced corporate technology management Effective business IT resource handling Superior technology utilization Effective communication management Better handling of business risks In time handling of business budgets Corporate information security and management IT Service Support Configuration Management Change Management Release Management Incident Management Problem Management Service Desk (Function) Non-functional Objectives Considering the new ITSM platform and policies implementation, the business has the following non-functional objectives. Business information effectiveness Usability Technology reliability Business system availability Better handling Performance improvement Availability Management IT Service Continuity Capacity Management Service Level Management Financial Management Project closure For the closure of this project, we are expecting the in time and within the cost implementation of the overall technology arrangement of the ITSM. In this situation the corporate staff training and effective performance are the main requirements of this overall new technology accomplishment The deliverables While talking about the deliverables of the new technology arrangement for the Hopkins Ltd. Business, we will have following main deliverables: Project Time Plan Project Cost plan Project Risk management plan Implementation report HR performance report Training Program New functional ITSM system Time Lines In this section I have provided the timeline regarding the new ITSM structure implementation at Hopkins Ltd. business: No. Project Stages Start Date 1 Needs analysis 1-9-2010 2 Requirements Analysis 15-9-2010 3 New ITSM framework design development 3-10-2010 4 Implementation of ITSM framework 15-10-2010 5 Testing and Quality assurance 1-12-2010 6 Staff and Management Training 24-12-2010 7 Feedback 5-1-2011 Project Budget For this project the estimated budget of project is $50000 which involves the new ITSM platform implementation, new technology structure establishment and also trainings of working staff. selection criteria and weightings For an effective assessment and analysis of the new ITSM technology implementation at the Hopkins Ltd. Business, we need to consider some of the main features of this technology framework. In this connection I have performed a selection criteria and weighting. For this purpose, I have performed and used a selection method known as “Multi-Weighted Scoring Model”. In this regard I have analyzed some of the major and different features, options and scenarios regarding new technology framework implementation or business IT framework improvement at Hopkins Ltd. business. Multi-Weighted Scoring Model Criteria Weight Staff Training Program ITSM Project IT Enhancement Program New IT staff Recruitment for IT management Business IT Performance Enhancement 25% 85 90 80 70 Corporate IT and IS working Improvements 15% 90 90 40 70 IT Staff performance Enhancement 15% 95 50 20 80 Implementation Cost 10% 20 95 50 90 Operational Cost reduction 5% 20 95 20 20 Discovering New markets 20% 30 50 85 20 Better IT Resource and Services management 10% 85 20 95 80 Weighted Project Scores 100% 66.5 70 61.5 62 By observing this overall analysis we have come to know that ITSM is the final solution and the best choice that we are thinking to decide and approve regarding the new framework implementation at the Hopkins Ltd. business technology services management. Chart of Multi-Weighted Scoring Model Analysis ITSM Tool For better IT technology services management at Hopkins & Associates Ltd. Business, we have decided to select the FrontRange ITSM tool. We have selected this tool because during our online research about the ITSM tool implementation evaluation, we have come to know that this technology tool is competent to provide approximately all the features and the facilities required for services management that we are expecting at the business (FrontRange, 2010). FrontRange ITSM tool carries a compliance set of the service plus lifecycle products planned to develop degree of services as well as efficiency, distribute most excellent practices as well as standardization, in addition to support IT to the delivery of company significance. The ITSM tool by FrontRange incorporates a modular that is based on the pre-integrated group of nine modules allows us to choose the functionality for our business necessities currently, as well as to include additional functionality in the future (FrontRange, 2010). The common facilities and tools available are providing the facility to allocate a general architectural platform, incorporate the reporting as well as analytics control panel, multi-tenant data structure, automation of corporate processing as well as platform integration, with an improved and sophisticated customization skill policy to expand the solution potentials based on exceptional business needs (FrontRange, 2010). Desk Evaluation For implementation of IT technology services management platform at Hopkins & Associates Ltd. Business, now I will carry out the Desk Evolution which will evaluate the new tool known as FrontRange ITSM for our business requirements. Problem Management For tackling the problems management within our corporate, the FrontRange ITSM provides the detection of the main technology Problems, Sources as well as Resolutions. In model FrontRange ITSM Problem Management provides us tools to take actions to resolve as well as reduce adverse impact as of problems plus eliminate the root cause by spotlighting the identified errors (FrontRange, 2010). Incident Management FrontRange ITSM provides an enhanced Incident Management. In this scenario it expertly provides fundamental service desk functionality which provides great assistance in recognition, responding, identifying plus tracking major issued plus service requests which are requiring resolution (FrontRange, 2010). Change Management The FrontRange ITSM incorporates the model of change management which provides a centralized tool to handle, outline, as well as optimize changes, making sure that business stated objectives plus IT services are in steady arrangement (FrontRange, 2010). Release Management Release Management module of the FrontRange ITSM provides a realistic solution to install, plan as well as handle releases to system users by means of accuracy as well as self-assurance. Release Management tackles the whole release cycle, increasing rollout visibility as well as quality (FrontRange, 2010). Service Level Management Service Level Management module of the FrontRange ITSM tool provides a centralized handling, controlling and management console to make, design, administer as well as monitor service agreement all through their operational lifecycle. These practical tools assist IT to be in regular touch by means of actual performance as well as take action when a service fall apart from standard targets (FrontRange, 2010). Knowledge Management Software System Knowledge Management module of FrontRange ITSM develops a knowledge repository for our business. This module is responsible for the development of the company knowledge repositories, as well as granting access proposed for the knowledge consumers to simply find out the data and information which will be important to their point of view (FrontRange, 2010). General Qualities For the FrontRange ITSM implementation at Hopkins & Associates Ltd. Business, we will definitely avail lot of other facilities and qualities. Here we can benefit from the better corporate Configuration Management which is about helping the enterprise-class supervision of the CIs or configuration objects that makeup the business services as well as IT communications being maintained. Then we can avail from the better corporate Availability Management. This is about the natural extension of corporate service Level administration. This facility will definitely provide the sophisticated accessibility metrics that effectively define current working statistics planned for individual IT elements or whole services of the corporate. This FrontRange ITSM will also provide Self Services which are about the enhanced facility of the web-based self service tool, with 24x7 accesses. Here customer will get access regarding submission of the request as well as manage requests themselves all the times. Updating SOR and Selection Criteria After the selection of tool and analysis of its main facilities, we need to modify some of the main requirements and selection criteria. So in this scenario I will describe some of the main features which have altered regarding the approval of FrontRange ITSM. Updating SOR In case of FrontRange ITSM implementation at Hopkins & Associates Ltd. we will have a little change in the state of requirement. Here I want to outline some of main up gradations in the functional requirements. So we will have further requirements like that: Incident Management Release Management Configuration Management Corporate Knowledge Management Updating Selection Criteria For updating the selection standard for the FrontRange ITSM implementation at Hopkins & Associates Ltd. we will definitely have to make some changes in the selection parameters. So new parameters we will add into the overall selection criteria will be: Corporate risk management IT and technology based Problems handling Corporate change handling Customer support Business information Management Recommendation For the FrontRange ITSM implementation at Hopkins & Associates Ltd I would like to to recommend some of the main features about the implementation of the technology. An important selection that I have made regarding FrontRange ITSM implementation at Hopkins & Associates Ltd. is about the personalized quality of this application. So we can add or remove our desired features and modules in this system. We can also benefit future improvement in this overall working of the application. In this circumstance, for the purchase of application I want to recommend the initial need to study the business technology services management requirements and subsequently take up a new technology framework. In this connection we need a deep analysis of the worker and corporate operational requirements. For this purpose you can perform a detailed survey or analysis meeting so that the resultant system can be well matched with the corporate needs and operational requirements. Conclusion In this research and analysis based report I have presented the new IT services management technology implementation at the Hopkins & Associates Ltd. business. In this regard I have presented the SOR, section criteria and tool section. In this entire report I have provided an overview of the main requirements and comprehensive and effective analysis of the tool selection of technology under consideration. Here I have too recommended the FrontRange ITSM. I am quite hopeful that this report will definitely provide a deep and detailed insight into the overall new IT services management platform implementation. Bibliography David-at-el, B., 1998. Software Testing by Statistical Methods. Gaithersburg, MD 20899, USA: National Institute of Standards and Technology Information Technology Laboratory. FrontRange, 2010. FrontRange ITSM. [Online] Available at: http://www.frontrange.com/ProductsSolutions/Category.aspx?id=22&ccid=41 [Accessed 02 September 2010]. Galup, S., Quan, J.J., Dattero, R. & Conger, S., 2007. Information technology service management: an emerging area for academic research and pedagogical development. Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce , pp.46 - 52. Searchcio, 2010. ITSM. [Online] Available at: http://searchcio.techtarget.com/definition/ITSM [Accessed 01 September 2010]. Read More