itil case studyªجربة سيرتيل.pdf · itil case study syriatel mobile telecom applying it...
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ITIL Case StudySyriatel Mobile Telecom
Applying IT Service Management System Axios Assyst
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Agenda
Introduction
IT Services in Syriatel
Challenges and Problem
Objective & Vision
ITSM Implementation
Advantages
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ITSM
• ITSM in process based approach to aligning IT service with the needs of the corporate forces to delivery services effectively and efficiency
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IT Services in Syriatel
Main IT Services in Syriatel
IT Help Desk
IT Service (Network &
Infrastructure, Hardware &
Software)
MIS Operation Services (System Administration
& DBA)
Information Analysis and
Reporting Services
Enterprises Application
(ERP, Application
Management and Business Process
Automation)
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Challenges & Problems
Low Performance & Low quality
No Process (Overlapping
Roles)
Limited Integration
Information not updated
and Not Synced
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Objective & Vision
•PCs•Servers•Software
Assets Management
•Requests•Cycle Approvals•Service level agreement
Services Management
•Response Time•Incidents Record•Incidents Impact
Incidents Management
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Objective & Vision
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ITSM Implementation
CMDB
Ticketing & WF
Service Level Management
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CMDB
• IT assets configurations• Assets lifecycle • Assets ownership and Custody• Users management• Service Departments Management
Services Management
• Service Requests Management• Services Catalog (Active services, retired and visibility control)• Business Process according to Syriatel policies and procedures
Incidents Management
• Fast Response• Incident Record• Knowledgebase• Incident request with dynamic workflow based on the service and affected IT assets
Service Level Management
• Timeframe• Performance Measurement
ITSM Implementation
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ITSM for Non-IT services
HR Finance Marketing
SSD Customer Service Legal
Procurement Technical Administration
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ITSM for Non-IT services
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ITSM for Non-IT services• Deliver customer value and outcomes• Quality of service• Performance Management• Best Practice to improve business process• Service oriented business process
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Statistics Per Day
787Ticket
91Incident
1,366Task
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Statistics of 2018
27,350Incidents
409,799Tasks
236,183Ticket
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Business Growth
1,571User
208Service
Department
1,496Service Offering
40,865Items
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