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IT Best Practices (ITBP) Project. Lisa Tomalty, ltomalty@uwaterloo.ca Information Systems and Technology. Agenda. Project Introduction Project Scope IT service operations What is ITIL ? Benefits ITBP Team members Proposed Approach/Timeline More Information. Processes….

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it best practices itbp project

IT Best Practices (ITBP) Project

Lisa Tomalty, ltomalty@uwaterloo.ca

Information Systems and Technology

agenda
Agenda
  • Project Introduction
  • Project Scope
  • IT service operations
  • What is ITIL?
  • Benefits
  • ITBP Team members
  • Proposed Approach/Timeline
  • More Information
processes
Processes….
  • IT Crowd…… the importance of talking about processes
project introduction
Project Introduction
  • Review and make recommendations related to IT service processes and procedures
  • Review what is working well and what needs improvement
  • Investigate ITIL concepts, processes and suggestions
  • Apply ITIL and possibly other methodologies as appropriate
  • Opportunity to do things better
project s cope
Project Scope
  • First Phase
    • Service operations processes
    • Change management
    • Knowledge management (initially focusing on knowledge base)
  • Second Phase
    • Continual Service Improvement processes
    • Service catalogue
    • Advise on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
it service operations
IT Service Operations
  • Service Desk (Help desk) processes (currently all done in RT)
  • Incident Management
  • Problem Management
  • Request Fulfillment
  • Access Management
  • Event Management
what is itil 1
What is ITIL?-1
  • ITIL can be thought of as an ‘instruction manual’ for effective IT Service
    • Information Technology Infrastructure Library
    • You can take the parts of it that you need
  • Framework of “suggestions” and suggested processes for managing IT services
  • Customer focused
    • Focus on providing the value to customers
what is itil 2
What is ITIL?-2
  • Provides approaches/models/etc.
    • E.g. Continual Service Improvement (CSI)
  • Validated across many other organizations
  • Non-prescriptive (can use parts)–”ITIL-lite”
gartner snippet
Gartner snippet…
  • ITIL
    • A collection of books, abstract high-level descriptive guidance
  • People do not “do” ITIL
    • They should do their processes in support of the business
benefits
Benefits
  • Improved client satisfaction through a more professional approach to service delivery*
  • Improved IT services through the knowledge of proven best practice processes and common terminology
  • Increased competence, capability and productivity of IT staff*
  • Improved systems/ applications availability*
  • Greater visibility of IT assets*
  • Improved collaboration/communication between IT groups

*Reference

proposed approach timeline
Proposed Approach/Timeline
  • Timeline: October 2013 – August 2014
  • Approach
    • Campus wide project
    • Sub groups to focus on specific processes
    • Consultations with other Canadian universities
    • Connection to RT4 Implementation Project
    • Communication and training will be key
more information
More Information
  • Please contact Lisa Tomalty, ltomalty@uwaterloo.ca, x35873 for more information or to discuss this project.
  • IT Best Practices project
  • Thank you!! 