1. www.axiossystems.com Axios Systems IT Service Management Solutions TM Information Management Good Information Makes the Users Efficient and Positive Brian Kerr, Axios Systems

2. IT Service Management Solutions Axios Systems TM Information Management  Good Information makes the users efficient and positive  The users are complaining about the level of information regarding problems with the systems and infrastructure. You have to seek the information yourself and when you do you have troubles getting through to the Help Desk because everyone else is also trying to reach the Help Desk. It is annoying and it is not possible to plan you time – you just have to wait until the system is back on track. What would you do to solve the problem on an organisation-, process- and tool level?

3. IT Service Management Solutions Axios Systems TM Information Management  Black Hole syndrome  Information disappears in  Nothing comes back out  User dissatisfaction  Users try to solve their own issues

4. IT Service Management Solutions Axios Systems TM Information Management As an Organisation

5. IT Service Management Solutions Axios Systems TM Information Management  Operation maturity Health Check Compare process philosophy with ITIL Identify skill levels Establish depth of documentation Establish awareness  Current Performance Product metrics Service Level Agreements –Internal, Operational and Supplier  Customer Satisfaction Surveys Liaison meetings – regular reviews

6. IT Service Management Solutions Axios Systems TM Information Management  Review Staff levels and workloads  Establish escalation paths Who should be escalated to and when  Publish reports Reports on SLA targets –Internal,Operational and Supplier –Response and Resolution times  Establish Configuration Management Capture relationships between CIs

7. IT Service Management Solutions Axios Systems TM Information Management

8. IT Service Management Solutions Axios Systems TM Information Management Training  If process and products are changing, people will need training  Identify people affected  Identify best training approach, class, self-learning, external etc  Plan for the training

9. IT Service Management Solutions Axios Systems TM Information Management Process Level

10. IT Service Management Solutions Axios Systems TM Information Management  Review existing processes  Review sub processes and working practices  Review relationships between Processes  Clearly define Roles and Responsibilities

11. IT Service Management Solutions Axios Systems TM Information Management  Awareness campaign  Keep people informed Email Intranet Bulletin Boards Public address systems  Outline reasons and benefits  Use all available methods  Encourage feedback and comments

12. IT Service Management Solutions Axios Systems TM Information Management Toolset

13. IT Service Management Solutions Axios Systems TM Information Management  Web Self Service  Enable users to log their own Incidents/requests  Enable them to view the progress of their own Incidents/Requests  Add new information or Chase Up the Incident  Enable them to search for existing solutions to their own issue  Automatic push of information – email,pager etc At the point of logging At relevant update points At Resolution  Increase the number of First Time Fixes

14. IT Service Management Solutions Axios Systems TM Information Management  Continuous Service Improvement Review knowledge procedures Are they current Are they accurate Who maintains them Are they getting to the people who need them  Ensure relevant information is captured Not just “fixed” or “done”  Force the capture of the failing CI and why.  This is the important reporting information If we don’t know what's wrong we can’t fix it

15. IT Service Management Solutions Axios Systems TM Information Management  In line with the ITIL standard a tool should allow incidents to be : Tracked Meaningfully Updated for tends and reporting Measured against SLA targets Escalated with appropriate notification to Users Re-assigned based on working procedures State Changed to Problem, Known Error and Change Formally Resolved and Closed

16. IT Service Management Solutions Axios Systems TM Information Management  The formal closure procedure should include checking to ensure that : Details of resolution have been accurately logged. The cause is categorised to facilitate analysis. Both customer & support staff are aware of the resolution. The customer agrees that the resolution has been achieved. If a resolution is not to be achieved or not possible, the customer is informed.

17. www.axiossystems.com Axios Systems IT Service Management Solutions TM Thank you for your time Any questions?