ITSM process assessment & roadmap development
A large US based multinational travel and meetings program management company engaged Trianz to assess and develop a comprehensive roadmap for Service Management instance.
Business Challenge
The client has a separate ServiceNow instance for Service Management and the resulting process gaps were leading to issues related to audits, especially change management. Also, the CSF and KPIs were not configured/measured properly. It was looking to engage with a firm to conduct an assessment of all of its ITIL processes to address the gaps and identify areas for improvisation.
Approach
Understand the current state of process through classroom based workshops in client location for key process areas – Incident, Problem, Change, IT Asset and Service Request Management.
Conducted workshop through a scenario based approach to understand AS-IS process that is followed through Gap Analysis Report
To determine the desired state (TO-BE) during the workshop and conduct interview sessions with the relevant stakeholders to understand current pain points and challenges.
To identify action items during the process based on the concepts discussed; action Items will be distributed amongst both parties depending on the output required.
Define the process by adopting best practices as per ITIL v3 Framework aligned to business needs.
To provide a walkthrough for final sign-off.
Transformational Effects
Aligning current processes with PCI-DSS requirements.
Detailed knowledge articles/reference guides beneficial for practical use.
Highly efficient KPIs and metrics defined to enhance user experience.
Defined step-by-step flowcharts that aligns with GBT Organization Structure.
