ITIL Process Development Case Study

Project Case Study ITIL Process Development

ITIL Maturity Assessment and Processes Development Project

Development of ITIL Processes - (ITIL Maturity Assessment and Development of ITIL processes)

Outline of Services Provided- This organisation asked CBA Consulting to provide assistance in the development and implementation of ITIL Version 3 processes. Provided by CBA Consulting were the skilled people, capability and ITIL V3 expertise to assist in the development and implementation of ITIL V3 processes for 5 areas of the ITIL framework. (Incident Management - Request Fulfilment, Problem Management, Change Management, Release Management, and Service Catalogue).

To begin with an ITIL Maturity Assessment was undertaken across key stakeholders to determine current state of processes, interconnectivity, readiness, and any gap areas needing to be addressed. Once this was determined to then provide a gap analysis and high level ‘roadmap’ for implementation of ITIL V3 processes across the ‘service’ delivery areas of the IT Service organisation.


Business need	Solution	Customer information
Customer testimonial	Results	Related reports & papers

Business need

ITIL Version 3 Framework model - leading to Continual Service Improvement

ITIL is seen by the organisation as important to assist with repeatable and cost effective processes balancing Service Cost against Service Quality.

The IT Services group were also focussed on the following: implementing only those parts of the ITIL V3 framework that provide real benefit to the organisation and result in cost and efficiency gains along with a better quality of service to their service customers.

All processes developed needed to be as simple as could be achieved, required "buy-in" from all those that would be later using these processes, and provide realisable benefits to assist all staff using them. These benefits should help them improve their efficiency, and make it easier to carry out their role in delivery of IT services.

Managing 'Cost of Service' while delivering the highest 'Quality of Service'

Solution

The purpose of the project was to identify which components of the ITIL lifecycle are appropriate for the organisation and to design a framework for ITIL processes implementation that is standard across all the organisation’s service hubs.

The project was done in two stages; the first stage enabled creation of a global service management vision, identifying which ITIL processes will be implemented and the implementation programme across the 5 key process areas of Incident, Problem, Change, Release, and Service Catalogue. The second stage included the update of the existing toolset and the review and implementation of updated documentation and process workflow to assist and support the new V3 ITIL processes.

IT Services 'flower' model - click on image to enlarge

Customer Profile

Large Infrastructure Organisation - New Zealand

This organisation is one of the largest employee-owned engineering and related consultancy services groups in the Asia Pacific region. In 1918, this organisation was established in New Zealand with only three employees and is still headquartered there. They now have a substantial Asia Pacific footprint with approximately 2,400 employees operational in 21 offices across the world.

They work in four key markets: Industrial, Infrastructure, Buildings and the Public Sector; delivering a variety of services including engineering services, planning, architecture, project and cost management, software technology and valuation services.

Customer testimonial

"We are extremely happy with the level of commitment and capability provided to achieve robust processes with the benefit of an ITIL framework. Given the BAU commitments of internal resources CBA Consulting were able to deliver, keep the momentum, and have resources available to deliver effective and workable processes to achieve our Service objectives." - , Group IT Manager

Results

The project successfully delivered the following objectives and benefits to the IT Services business of this organisation:

Aligned IT services with the current and future needs of the business;
Improve quality and visibility of IT services delivered;
Reduced long-term costs of IT services provision;
Increased Customers satisfaction.

Key deliverable was met of 'easy to use' processes that improved efficiency of delivering high quality services while introducing a Continual Service Improvement overlay. Hopefully it will also deliver job satisfaction to those involved in the IT service delivery at this organisation.

Related reports, Whitepapers & Links

	Insights into ITIL Version 3 - itSMF intro and overview
	ITIL is Cultural, Not Technical
	ITIL Version 3 Overview whitepaper

	link to CBA Consulting's 'Benefits of Strategic IT' page
	link to CBA Consulting's 'Other Services' page
	iink to CBA Consulting's 'Downloads' page for more articles, case studies, and whitepapers

Interesting Presentations - ITIL Version 3 & Prince 2 Project Managment
	Launch ITIL Version 3 Presentation by the ILX Group (UK) -->>>--ITIL V3 Presentation
	Launch Prince 2 - 2009 - Project Management Presentation >>>--Prince 2 - 2009 Presentation

>Click Here to see details of our other IT services offered

Memberships relating to IT and ITIL 'thought leadership'

CBA Consulting has become a member of the NZICT Group in NZ in September 2009.

Formed in December 2008 the NZICT Group is an industry association made up of over 60 leading New Zealand ICT companies. It was founded to provide a single unified voice to address issues facing the industry as a whole. Representing New Zealand’s ICT industry, we will take leadership by collaborating with business, aligned associations, communities and Government to promote the use of ICT to enhance our country’s competitiveness for the betterment of all New Zealanders, and growth of ICT industry.

Why Join NZICT?

The itSMF is the only truly independent and internationally recognised forum for IT Service Management Professionals worldwide.

Link to the Homepage of NZ chapter of the itSMF (IT Service Management Forum).

CBA Consulting's IT Consultants are fully certified in ITIL with ITIL Practitioner, ITIL Version 3, and ITIL Foundation qualifications.

ITIL framework logo of BS20000 as registered by the OGC. ITIL OGC Official site Link

Using CBA Consulting to Assist with ITIL Process development and Maturity Assessment

Focus on Outcomes - our approach to Service Management extends beyond just the ITIL framework, and looks at creating a complete 'Services' strategy, integrated to really deliver on the business goals and objectives. Our team keeps a focus on the outcomes required to ensure your organisation's delivery of IT services meets or exceeds the business expectations.

Most importantly we have the knowledge and expertise to know the elements of ITIL V3 that will most appropriately apply to development of robust and effective processes to deliver on your objectives. ---------- < Click on ITIL V3 chart to enlarge view

Manage Change - Managers need to accept the fact that organisational change is inevitable, and, it's pace is quickening. Basic economics dictates that an organisation must constantly adapt or risk failure. The introduction of new technologies, new global competitors, new legislation, new management, new customers, new ideas, new geopolitical shocks/crises, new investors, etc., force organisations to change the way they do business.

Get CBA Consulting to ensure the 'Change' aspects of any ITIL alignment or the implementation of your toolset, processes, or Service Management technology.

"Ninety-nine percent of IT directors realise that effective change management is vital during enterprise software or process deployments. Despite this, one in three surveyed felt that a lack of understanding among end users remains the key problem today."

CBA Consulting is able to assist with both the maturity assessment of ITIL processes and development of effective processes from the ITIL Version 3 framework.

We are able to ensure the IT strategy is fully aligned with the business strategy, and in fact today it is definitely more about 'seamless integration' of IT technology with the business.

- - - - - - Email: information@CBA Consulting

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