Download - IT Process Transformation Roadmap
IT Process Transformation RoadmapExperience Sharing
The ITSM Community of Practice (CoP) Forum presents
Speaker,Vasant Kumar
Head, IT Governance & ControlPhillip Securities Pte. Ltd. (PSPL)
23rd Jul 2015
About Me
• 4 years in shipping industry working on Planned Maintenance Systems.
• 15 years in Banking and Finance sector.
• Currently working for Phillip Securities Pte Ltd. (PSPL) and portfolio includes:• IT Service Management
• Incident & Problem Management
• Change Management
• Privileged Access Management
• Technology Risk Management
• Project Portfolio Management
• Develop and support ITSM @ Phillip – End-to-end IT Process solution not a product!
PSPL IT Challenges
• Reduce Incidents arising from changes.
• Improve and Standardize IT Service Quality.
• Establishing accountability and justification for IT Headcounts.
• Improve Project Portfolio Management. Avoid cost & time estimation over-runs.
IT Service – Broad categories
IT Service is broadly classified into two:
• IT Service Call (ITSC) aka Business as Usual (BAU): Maintenance Work/Incidents/Problems/Standard Service Requests (SSR)
• IT Service Request (ITSR) aka New Ideas/Initiatives: SolutioningItems/Business Proposals/Projects
Reason for classification: Rule of thumb for IT spending is 80% on ITSR & 20% on Maintenance. Classification helps to track and control IT spending on ITSC and ITSR.
ITSC or ITSR?IT Service ITSC or ITSR? Remarks
Printer not working ITSC ITSC category must be "Problem"
Unable to login into a system ITSC ITSC category must be "Problem"
Provide adhoc data requested by user for IRAS submission ITSR
Scheduled job failed due to unhandled exception. User complains of incorrect reports in system to IT
ITSC ITSC category must be "Problem"
Scheduled job failed due to unhandled exception. IT jumps in to fix before user is impacted
ITSC ITSC category must be “Prevention"
User wants to know the formula applied for the “Total Cost” column in a report
ITSC ITSC category must be “Request"
User want to know if the status of the system is alright as she encounters unusual symptoms
ITSC ITSC category must be “Enquiry"
Explore a new technology ITSR For example implementing Office 365
Carry out upgrade on the UPS system in the data centre ITSR
Replace or upgrade a Router/Switch/Firewall ITSR
After diagnosis if it is established to be a incident, ITSC category must be changed to "Problem"
ITSC Status & Description
Status Description
Dispatched When a new ITSC case is successfully registered it will be in Dispatched status i.e. nobody in
IT has yet acknowledged the ITSC.
Accepted The IT staff acknowledges the ITSC and will be working on this case
Reassigned The IT staff has reassigned to some other workgroup within IT to work on the case
In Progress The IT staff is currently working on this case
Completed The IT staff has completed the ITSC
Reviewed The case has been reviewed by the IT workgroups Team Lead
Rework The case was reopened as the closure is not accepted either by the caller or the reviewer
Rejected The IT Staff deems the case to be invalid and rejects the case
Privileged Access
For privileged access management you need a privileged identity management and privileged session management tools like Cyber-Ark or Xceedium.
Privileged Access Management - RFAThe basis for privileged access is usually ITSC or ITSR and is governed by the Request For Access (RFA) process i.e. RFA is a request raised by IT staff to gain privileged access to production systems using ITSC/ITSR as the basis.
ITSR Workflow
Requester Sponsor/s
System Owner
Raise an ITSR
Approve
ITHOD
Approve
Provide estimation of IT Effort & Cost
Sponsor/s
System Owner
Approve(Quotation)
Approve(after quotation)
Project Kicks-Off.ITPM follows the Project Life Cycle
Approve(after quotation)
ProjectManager
Committees essential within IT
Setting expectations, track, improve and standardize IT Service quality with the below pre-scheduled meetings:
• Service Management Committee (Recommended Frequency: Weekly)
• Change Control Board (Recommended Frequency: Weekly)
• Project Steering Committee (Recommended Frequency: Monthly)
• Risk Management Committee (Recommended Frequency: Monthly)