1. Incident Mgt
Problem Mgt
Change Mgt
Service Level
Mgt
Request Mgt
Asset Mgt
Configuration
Mgt
Atrium CMDB
Discovery
(MS SMS)
Request Mgt
(EPCO ARS)
Auto-Ticketing
Event Mgt
User Account
Mgt
Remedy
ITSM 7.0 Apps
Legacy
Applications
Technology
Training
PROCESSTECHNOLOGY
ITSERVICEMANAGEMENTTRANSFORMATIONROADMAP5.0
IT Governance Model Framework
ITIL Training for Mgt.
IT Vision, Mission and Values
IT Policy Training
Incident Mgt Process Doc
Production Rollout
Collect Gaps
Governance
Incident Mgt UAT
Incident UAT Test Doc
CoBIT Mgt Training/Review
Incident Mgt Policy Doc
Production Rollout
Collect Gaps
Problem Mgt UAT / Pilot
Problem Mgt Train Docs
Production Rollout
Collect Gaps
Request Mgt UAT / Pilot
Production Rollout
Collect Gaps
Asset Mgt UAT / Pilot
Asset Mgt Policy Doc
Collect Gaps
Change Mgt UAT / Pilot
Change Mgt UAT Test Docs
Change Mgt Policy Doc
Service Request Mgt Process Doc
Asset Mgt Process Doc
Incident Service
Level Targets
Configure & Unit Test Incident Application
ITIL Process Training
UAM Part 1: Foundation Import Tool
Install Development, QA-Test
and Production Environment(s)
UAM Part 2: EPCO ODS Integration
UAM Part 3:
Active Directory Integration
Configuration Management Plan
IT Service Portfolio End User Service Catalog
Populate CMDB
Microsoft SMS connector into CMDB
ROLES
ITIL
Process
Team
Technical
Team
Program
Team
Incident Management Process Owner
Service Desk Application Administrator
Problem Management Process Owner
Problem Management Problem Support Staff – Technical Analyst
Knowledge Manager (Optional – reports to Problem Manager)
Change Management Process Owner
Incident Management Support Staff – Service
Desk Analyst
Change Management Application Administrator
Release Manager (Optional)
Request Management Coordinator (reports to Change Manager)
Request Management Catalog Coordinator / Application Administrator
Asset Management Process Owner
Asset Management Application Administrator
Procurement (Subject Matter Expert) SME
Contract (Subject Matter Expert) SME
Service Level Management Process Owner
Service Level Management Application Administrator
BSM / ITSM Solution / Integration Architect
Global Remedy ITSM Developer / Development Team
Global Remedy ITSM Administrator
Configuration Management Database (CMDB) Administrator
Remedy ITSM Reporting Administrator
ITIL / ITSM Program Manager (Operations)
ITIL / ITSM Project Manager
Configuration Management Process Owner
Configuration Controller (Microsoft SMS and SCOM Data Manager)
Request Mgt Policy Doc
Request UAT Test Doc
IT Policy Training
ITIL Process Training
Config Mgt Policy Doc
Configuration Mgt Process Doc
Request Service Targets
Asset Service Targets
Implement Interface between EPCO ARS and Remedy
Configure & Unit Test Remedy Change Application
Asset UAT Test Doc
Configure & Unit Test Remedy Asset Application
Configure & Unit Test Remedy CMDB Application
Change Mgt Process Doc
Problem Mgt Process Doc
IT Policy Training
ITIL Process Training
Change Mgt Service Targets Problem Mgt Service Targets
Transition Support Center
Incident Handling from
Clientele to Remedy
Transition Support Center Service
Request Handling from ARS/
Clientele to ARS/Remedy
CI Scope Defined
Asset Management Plan
Asset Scope Defined
Operations Service Catalog
Configure & Unit Test Remedy Change Application
1
3
4
2
Key Milestones
Key Deliverables
1. OCIO IT Strategy Doc
2. IT Governance Model Framework PPT
3. Incident Management Process Doc
4. Incident Management Policy Doc
5. Incident Management UAT Test/Train Doc
6. Incident Management Gap Doc
7. IT Service Portfolio
8. End User Service Catalog
9. Asset Management Plan
10. Configuration Management Plan
1. Incident Mgt Rollout Completed
2. ODS Integration to Remedy Completed
3. Support Center transition to Incident Handling in
Remedy Completed
4. Incident Mgt Team in place to manage and
support ITSM Release 1.0
1
2
3
4
5
6
7 8
9
10
IT Governance Review IT Governance Review
(Desktop Hardware Only)
12
16
20
19
15
13
17
11
14
18
5
6
7
9
10
11
12
Populate CMDB 14
(Servers)
26
22
24
27
28
29
25
IT Policy Training
ITIL Process Training
IT Governance Review
Apply Customizations (Gaps)
Production Rollout
EM Part 1: Network Mgt CI Population to CMDB Interface
(Servers, Database, Network Infrastructure and Application Cis )
Populate CMDB 18
(Applications/ App Infrastructure)
(Desktop and Laptop CI’s)
Configure & Unit Test Remedy Problem Application
Apply Customizations (Gaps)
Populate CMDB 15
(Network Infrastructure)
Populate CMDB 19
(Databases)
13
17
Apply Customizations (Gaps)
Evaluate the Transition of
Soreana TeamTrac to
Remedy Change Mgt.
Request Mgt Tool Training
Asset Mgt Tool Training
Incident Mgt Tool Training
Problem Mgt Tool Training
Populate CMDB
Intel Landesk connector into CMDB
8
(Desktop Software Only)
(Software CI’s)
Change Mgt Tool Training
16
21
Release 1.0 Release 2.0 Release 3.0 Release 4.0
EM Part 2: Auto Incident Ticket Creation
The EPCO ITSM Transformation Roadmap is a phased, building
block approach to laying a solid foundation of integrated
technology, applications and ITIL-based best practice processes
around the IT Service Desk, Problem Management, Service
Request Management (self-service), Asset (configuration)
management, Change Management, Event Management and
Service Level Management. By achieving Critical Success Factors
and Key Milestones over the period of 15 months, EPCO will suffer
less disruption and loss of productive hours, reduce operational
cost, increase funding for growth and capital improvements,
improve internal client relations and will achieve greater alignment
and integration of the business process and technology.
Services Delivered
Service Desk
Incident Management
Key Milestones
Key Deliverables
22. Change Mgt. Process Doc
23. Change Mgt. Policy Doc
24. Change Mgt. UAT Test/Train Doc
25. Change Mgt. Gap Doc
13. Change Mgt. Rollout Completed
14. Populate Server Cis to CMDB
15. Populate Network Infrastructure Cis to CMDB
16. Change Mgt. Team in place to manage and
support ITSM Release 3.0
Services Delivered
Change Management
CMDB Part 2
Key Milestones
Key Deliverables
11. Service Request Mgt. Process Doc
12. Service Request Mgt. Policy Doc
13. Service Request Mgt. UAT Test/Train Doc
14. Service Request Mgt. Gap Doc
15. Asset Mgt. Process Doc
16. Asset Mgt. Policy Doc
17. Asset Mgt. UAT Test/Train Doc
18. Asset Mgt Gap Doc
19. Configuration Mgt. Process Doc
20. Configuration Mgt. Policy Doc
21. Operations Service Catalog
5. Service Request Mgt Rollout Completed.
6. Asset Mgt Rollout Completed
7. Populate Desktop Hardware CIs to CMDB
8. Populate Desktop Software CIs to CMDB
9. Interface between EPCO ARS and Remedy
completed.
10. Support Center transition to Service Request
Handling in Remedy
11. Service Request Mgt Team in place to manage
and support ITSM Release 2.0
12. Asset Mgt Team in place to manage and support
ITSM Release 2.0
Services Delivered
Service Request Management
Asset Management
CMDB Part 1
Key Milestones
Key Deliverables
26. Problem Mgt. Process Doc
27. Problem Mgt. Policy Doc
28. Problem Mgt. UAT Test/Train Doc
29. Problem Mgt. Gap Doc
17. Problem Mgt. Rollout Completed
18. Populate Applications and Application
Infrastructure CIs to CMDB
19. Populate Database CIs to CMDB
20. Event Management Auto-ticketing to Incident
Management
21. Problem Mgt Team in place to manage and
support ITSM Release 4.0
Services Delivered
Problem Management
CMDB Part 3
21
SUCCESSFACTORS
23
6/1/2008 9/1/2009
7/1/2008 8/1/2008 9/1/2008 10/1/2008 11/1/2008 12/1/2008 1/1/2009 2/1/2009 3/1/2009 4/1/2009 5/1/2009 6/1/2009 7/1/2009 8/1/2009
Knowledge Mgt Training
Install Knowledge Mgt (Self-Service)
Problem Mgt Policy Doc
20
June1,2009
September1,2009
March1,2009
November1,2009
Service Desk -
It is intended to provide a Single Point of Contact
between IT services and service providers and
users on a day-to-day basis. It is also a focal point
for reporting Incident (disruptions or potential
disruptions in service availability or quality) and for
users making service request (routine request for
services).
The Service Desk pro-actively keeps users
informed of all relevant service events, actions and
service changes that are likely to affect them. The
Service Desk is in the direct line of any impact on
the Service Level Agreement (SLA) and as such
should be kept rapidly informed of any planned or
unexpected changes or service unavailability.
The Service Desk differs from a Call Center,
Contact center or a Helpdesk by offering a more
broad and user-centric approach, which seeks to
provide a user with an informed single point of
contact for all IT services. The Service Desk seeks
to facilitate the integration of business processes
into the Service Management infrastructure.
Incident Management -
Incidents are formally managed through a staged
process to conclusion. The objective the process
is to restore the service as quickly as possible to
meet the intended Service Level Agreements.
Description
1. Provides single point of contact (SPOC) for all
users and clients to engage IT process and
services to enable efficient coordination of
support groups while providing optimum
service to the client through first incident
resolution; including closure and verifications.
2. Establishes process for Incident Management to
prepare for near-term transition to Remedy
from Clientele.
Benefits
Service Request Management (SRM) -
The underlying workflow and processes that
enable an IT procurement or service request to be
reliably submitted, routed, approved, monitored,
delivered and then followed up.
SRM requires the implementation and integration
of the IT Services Catalog.
Asset Management -
The disciple of managing finances, contracts and
usage of IT assets throughout their lifecycles for
the purpose of maintaining an optimal balance
between business service requirements, total
costs, budget predictability and contractual and
regulatory compliance.
CMDB Part 1 -
Provide a logical model of the IT infrastructure that
is accessed by all ITIL processes to drive
consistency among them.
Description
Benefits
Change Management -
Ensuring that standardized methods, processes
and procedures are used for all changes, facilitate
efficient and prompt handling of all changes and
maintain the proper balance between the need for
change and the potential detrimental impact of
changes.
CMDB Part 2 -
Activities include identifying, controlling,
maintaining and verifying the versions of
configuration items (CI’s). This CI information is to
be stored in a single repository – the Configuration
Management Database (CMDB) that contains
details of the organization’s elements that are
used in the provision and management of IT
services.
Description
1. Re-engineer Change Management process to
increase visibility, communication and reduced
impact of changes on the delivery of services,
while incorporating the incident process.
Benefits
Problem Management -
The objective of Problem Management deals with
resolving the underlying cause of one or more
Incidents. Also to resolve the root cause of errors
and to find permanent solutions.
CMDB Part 3 -
Understanding the relationships between CI in
terms of delivering IT services to the business,
providing capability to perform risk analysis of
changes and releases.
Description
1. Establishes the framework for the
Continuous Service Improvement Process
(CSIP) to drive the evolution and proactive
elements of ITSM.
2. Proactive management of the enterprise
versus reactive via the Service Management
Lifecycle process.
Benefits
1. Provides improved user experience and
customer satisfaction through a single
mechanism to request a service or product.
2. Asset Management in-conjuction with
configuration management ensures that only
authorized and identifiable items are recorded
from receipt to disposal; while ensuring no CI is
added, updated, replaced, modified or removed
without the appropriate controls.
3. Percentage reduction of maintenance costs,
license fees, software cost due to better controls
of spares inventory, software licenses and
warranty contracts.
4. Standardize request and procurement
process.
5. Establishes model for sustainable CMDB
development and maintenance through
Discovery technology.
6. Provides accurate and comprehensive
information for incident, change and problem
management thus becoming the basis for impact
analysis.
6/30/2008BMC RLB
ITSM Roadmap 5.0
