Service Management Case Study around services from Strategic IT

Project Case Study IT Service Management

IT Service Management Project

Service Management Improvement Project - (part of 'Services' improvement initiatives for this company)

Outline of Services Provided - CBA Consulting was asked to provide high level Project Leadership across this project in order to maintain momentum and keep the focus on delivery given that the internal project team also had BAU (Business as Usual) expectations during the life of this project. In addition we were asked to provide the Subject Matter Expertise around Service Management and required 'processes' to ensure that ITIL was adopted appropriately, and that the processes defined fully met the 'business objectives' as outlined. These processes were then to be mapped against 'functional requirements' in order for the software Vendor to create a design document that truly delivered the 'outcomes' sought by the business for Service Management.

Interactive and integrated processes for Service Desk and ITSM (IT Service Management) in a Services model

Through a workshop with the Project Team, CBA Consulting consultants, and the Vendor's team the mapped 'functional requirements' were incorporated into the System Architecture Design (SAD) document. The SAD was the blueprint for the selected FrontRange ITSM toolset customisations and implementation.

The UAT tests were developed to fully test functionality per the mapped SAD to ensure that the business requirements were met by the implemented toolset.


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

Business need

To prepare for future positioning as a top professional Communications and Data service provider in the Australian marketplace, the business needed to identify SM processes and improvements in business processes, and operational workflows, to be matched to the 'design and implementation' document for the chosen ITSM toolset from FrontRange. The organisation needed an experienced partner to help understand the SM business processes, match to the ITIL framework, and provide the Subject Matter Expertise to assist the SM project team to document the required processes. An output was a functional requirements checklist to match to the Vendor design document to ensure this document fully met the business requirements.

In addition the business determined that they needed outside assistance in Project Leadership to maintain momentum and meet the tight delivery dates and business expectations. This was due in part to the need for the Project team members to also deliver on BAU needs at the same time across the duration of the project.

Solution
	The organisation engaged CBA Consulting expertise to assist the definition of the Service Management business processes for the company, while identifying potential workflow to minimise any leakage. One of our consultants also provided his expertise in Project Management as the Project Leader and Programme Manager for the duration of the project.
Utilising the ITIL framework (V3) all determined processes were tested to ensure adherence to this model whilst also making sure that the business objectives (defined in the Business Case) were fully met by the resulting process definitions. CBA Consulting consultants were able to facilitate and assist the SMI project team to accurately document their required SM Incident processes, define their SLA's and measures, and introduce a new complete Problem management process.
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Customer Profile

Communications Services Provider - Australia

This organisation is one of the larger Communications service providers in Australia and is part of a wider $650 million public company group of technology companies. Currently with over 900 customers ranging from small businesses to some very large and operations covering the breadth of Australia and now also in the international marketplace. Service Management is seen as a cornerstone of their services delivery to their customers and every opportunity to stop leakage of revenues, manage costs of service, whilst at the same time deliver a higher quality of service to customers is seen as the key objectives of the Service Management Improvement Project.

Customer testimonial

"CBA Consulting's Project Leader across our SM Improvement project has proven to be thoroughly determined and meticulous in keeping our team focussed on the tasks and 'outcomes', and continually works beyond expectation to achieve this." - Steve Saunders, National Manager - Annuity Services

Results

CBA Consulting consultants were able to facilitate and assist the SMI project team to accurately document their required SM Incident processes, define their SLA's and measures, and introduce a new complete Problem management process. This was fully aligned with ITIL providing a visible 'Constant Improvement Process' to the organisation's customers.

It was stated that the project process was exceptional in providing an accurate map both for the business and the Vendor of the (FrontRange) ITSM toolset to ensure that the 40-40-20 People, Process, and Toolset mix was aligned with the business objectives. The Project or Programme Leadership meant the momentum throughout the project was fully managed, sustained, and dates met as originally planned and also delivered on the Steering Committee's expectations.

Through this the 'organisational change' aspects were also managed, communicated, and enabled a smooth transition into production of the implemented toolset and the required ITIL processes fully aligned to the business objectives.

Related reports & papers

	Insights into ITIL Version 3 - article
	NSC in Australia head out with Frontrange ITSM Service Management solution article
	ITIL Version 3 Overview whitepaper
	link to CBA Consulting's 'Downloads' page for more articles, case studies, and whitepapers
	Hiding in plain sight: Service innovation, a new priority for chief executives - link to IBM
	link to CBA Consulting's 'Benefits of Strategic IT' page
	Gartner Webcast - learn about Integrated Service & PC Lifecycle management - Frontrange
	Paths to success: Three ways to innovate your business model - link to IBM site
	TD Waterhouse invests in improved customer service with IBM and KANA

>Click Here to see details of our ITSM services offered

Partnerships to assist with IT Service Management Projects:

CBA Consulting Strategic IT has a strategic business partnership with Frontrage in Australia, to provide process level consulting services in support of any Frontrange toolset implementations. This capability incorporates our depth of expertise in Service Management and ITIL along with understanding the 'business processes'. Our role is to align these processes with the business in order to obtain the full functional requirements within the implemented toolset. In addition we offer full Project Leadership for the client across the implementation of a Frontrange solution to ensure alignment with the business expectations and requirements.

We are also a Solution Partner and Business Partner of Hewlett Packard specifically for the "Business Technology Optimization" product range from the HP Enterprise Management Software group. This 'Business Technology Optimization' capability at CBA Consulting includes our full understanding and technical capability of the HP software solutions of ServiceCenter® and AssetCenter® and all associated tools.

CBA Consulting is a Business Partner of IBM covering the "Tivoli" product suites including Maximo lifecycle Asset Management plus enhanced Tivoli 'Service Management' offering. Our Strategic IT Consulting team are able to provide the 'consulting services' around the people and processes required for 'lifecycle' AM across the business and ITIL framework in conjunction with Tivoli Service Management.

Using CBA Consulting to Assist with IT Service Management:

Focus on Outcomes - our approach to ITSM extends beyond just the ITIL framework, and looks at creating a complete ITSM strategy with clearly defined outcomes whilst at the same time integrated to deliver on the business goals and objectives. Our team maintains a focus on the outcomes required to ensure your IT Service Management needs really meet the business expectations.

turn Strategy into Action - Our highly practical approach to providing assistance, along with exceptional skills in working with people, including our excellent facilitation skills, ensures that you turn ITSM strategy into action.

> Click on chart to enlarge view

"Business and IT alignment is not a new concept, but when combined with initiatives like the ITIL framework, it now leads to integration of strategy."

Diagram of ITIL Version 3 framework and interdependencies

CBA Consulting is able to assist with both the development and successful execution of strategy across strategic goals. We also aim to improve organisational effectiveness and efficiency in the work we undertake with our clients. This approach extends to the implementation of an ITSM and ITAM strategy aligned to the business strategy and also the V3 ITIL framework. In fact today it is definitely more about 'seamless integration' with the business.

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

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