Development of SLA under ITIL Services
Framework
Outline
of Services Provided
- CBA
Consulting was asked to undertake a review of the IT group to
understand the full range of functions and services currently
being delivered, Stakeholder expectations going forward, desired
future state, and possible structure to support a 'services' delivery
model. Ultimately
to develop a framework that would improve the level of service,
improve the structure to be fit for purpose, and incorporate all
elements of the desired future state. Any proposed framework or
structure needed to also incorporate alignment with ITIL V3 and
the appropriate supporting processes.
An additional
requirement was to ensure involvement and consultation with all
Stakeholders including those from the broader Organisation (i.e.
services customers) and all those within the IT group. Any model
needed to include all of this consultation and perspectives.
Business
need  |
The purpose of the "review"
was to ensure the continued alignment of IT Services
with the Organisation’s strategic aims and requirements.
The scope of the review included all core IT functions
and services provided by IT. Functional areas to be
covered included Governance and Strategy, Project
Management, Change Management, R&D, BA services,
services support covering Applications and Infrastructure,
Desktop services, and Service Desk.
In
simple terms this meant obtaining an objective view
of the current IT services structure and the functions
that are being supported including;
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Solution  |
After reviewing all the functional
areas of IT, consultation with key Stakeholders from
across the Organisation, develop both a 'desired future'
state and 'transitional' state based on 'strategic
positioning' matrices, to then run and facilitate
workshops with the IT staff to develop a suitable
framework.
Utilising
the ITIL framework (V3) as a backdrop
all the required 'Functional Domains'
were included and mapped across a high level structure.
No actual roles within these domains were determined
as this was to be part of a later 'organisational
change' process. The diagram below broadly maps out
the functional domains needed with IT Change
Management being the "co-ordinator"
across all process elements and functional domains.
This
high level framework delivers on an ITIL aligned Services
model, and covers all functional domains seen as important
to the organisation, whilst delivering to or exceeding
expectations.
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Customer Profile  |
Large Tertiary Organisation - New Zealand |
This organisation is one of
the tertiary institutions in the NZ market and operates
a large IT services group covering a diverse range
of specific services. Included was 'in-source' and
'outsource' service provision along with a diverse
range of service requirements to meet customer expectations.
The
organisation provides for tertiary education, student
services, management of campuses, enrollments, compliance,
marketing, learning support, and administrative functions.
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Customer testimonial 
"This review was extensive and involved stakeholders from every aspect of the organisation. The 'desired future' state and subsequent framework developed really delivers to an innovative and 'services' approach to delivering IT services to the whole organisation. We are now progressing the necessary 'organisational' change to create a structure that supports the new framework and supports the university's stated objective of being a leading provider of tertiary education in the NZ market." - , IT Director - IT Services |
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Results  |
CBA Consulting's recommendations
around a new framework included the capabilities that
were seen to be missing currently, and services seen
to be critical. At the same time the framework included
the elements of the 'desired future state' and will
deliver a cost model across IT services that is both
well managed and effective in delivering the right
level of services to Customers.
The
‘new’ proposed IT services framework developed is
aligned with ITIL Version 3 offering an approach that
includes Strategy, Design, Transition (Deployment),
Operation, and Continual Service Improvement as an
underlay. The key elements of this model meet all
the IT needs going forward and provide additional
benefits including;
- better overall
cost management
- enhanced Project
Management capability with dedicated teams for each
project
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a
robust IT Change Management process along with
SDLC (software development lifecycle) and formal
Release management
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documented
and defined Service Management processes that
will minimise error or duplication and introduce
Problem Management and Service Level Management
(to enable better management of customer expectations)
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a
services model with agreed understanding of expectations,
and Continuous Service Improvement to lift the
quality of service while maintaining good cost
management
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Research
& Development capability taking into account
‘innovation’
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balanced
allocation of resources to cover all functional
domains
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alignment
with ITIL best practice and COBIT for IT Governance
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a
customer interface that understands the business
and delivers to this
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Related reports, Whitepapers
& Links |
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CBA
Consulting are able to assist with review of IT services, obtaining an objective understanding of key stakeholder views, and by 'strategic positioning' and workshops to derive the desired future state. This leads to the develoipment of a framework that incorporates the ITIL framework and is fully aligned with the business strategy. |
