Topic: Proposal for a New IT Service Department Module: Industrial Expertise at Sheffield Hallam Date: Feb 2012

2. FUSION FOR IS CONSULTANCY
To provide advice on
organisation , management
Mission and governance of IT
Department
• Central Government
Type of clients Departments
• Banks
• Higher Education
Institutions
Structure • Research
• Management
• Client Contact

3. FUSION FOR IS CONSULTANCY
COMPANY PROFILE
ISO 20000
ITIL
• In Fusion, we use the ISO 20000 standard which is the
Our 1st international standard for IT service management
experience
(ITSM).
• We use these standards aligned with process approach
defined within the IT Infrastructure Library (ITIL).
• We have gained our experience from our successful
collaboration with our clients .
Reliable IT Service

4. PROVEN SUCCESS
A UK-based services business, they have more than 30 years’ experience and
support many customer organisations by utilising ITIL V3 i.e. Costain, Eddie
Stobart, Phones4U
"I am genuinely pleased with the service. I would recommend Fusion
IT to anyone. Thank you for the support and professional guidance.” –
Mark Dean – ICM Service Manager

5. PROVEN SUCCESS
They manage the collection, treatment and distribution of water in Yorkshire.
“Winner Service Desk - Service Desk Institute/Computer Weekly – Award –
2008”
“Winner IT Department of the Year - British Computer Society 2010”
"I find the service you provide to be 100% satisfactory. As our
partners, we know Fusion IT are extremely efficient and I would
recommend you without hesitation to any organisation in
planning and implementing an ISO 20000/ITIL V3 Strategy”.
Julian Halstead– IT Service Management Manager

6. PROVEN SUCCESS
“ISO 20000 &ITIL V3 - In terms of it being important to the NHS it's for
the same reasons it would be for anybody else really. It shares good
practice, enables the organisations to work across teams - which is something
that's difficult for most organisations but particularly difficult for large
organisations like the NHS.
“Winner – Best IT Service Desk 2011 Health Business Awards
"Our long term relationship with Fusion IT has proven to be very beneficial to us
and our customers”.
Clark Disley - NHS Service Desk Manager

7. BACKGROUND AND ISSUES SUMMARY

8. Background and Issues Summary
Problem & Cause Effects
1. Problem
• Damage core business
• Low quality of IT services provided
by outsource • Damage public service
2. Cause activities
• Unprofessional of Outsource
Customer Needs Customer Needs
• Clarify 4 issues
For Board of Directors
• How the IT Department is organized and 1. “Implementation Roadmap” for the
managed new IT services department
• How to ensure Professionalism by new
IT department 2. Proposed solution will benefit the
business and the service provided by
For Senior Director the department
• Range of services provided by IT
• Concept of Direct and contracted Staff

9. Background and Issues Summary
Establish IT Services Department
GOAL
Establish High Professional IT Services Department
REQUIREMENTS FROM THE DEPARTMENT
1. Satisfy Organizational Needs
2. Enhance Business’s Overall Reputation
3. Benefit the business
4. Benefit business customers
Proposed
“Implementation Roadmap”
“Proposed Solution”

10. PART 1
FOR BOARD OF DIRECTORS

11. PART 1.1
HOW THE IT DEPARTMENT
SHOULD BE ORGANIZED AND
MANAGED

12. 1.1) How IT is organized and managed
VISION
We will provide high quality of professional IT services
to increase business value and customer satisfaction
in cost-effective way.
MISSION
 Continuous improvement to IT service process and people
 Provide high quality of IT services which able to:
1. Satisfy Organizational Needs
2. Enhance Overall Reputation
3. Benefit the business
4. Benefit business customers

13. 1.1) How IT is organized and managed
STRATEGY
1. Organizing and managing IT Dept. following ITIL Framework
2. Controlling IT service standard by using ISO20000
3. Implement IT Governance though ITIL and ISO 20000
ITIL is a set of global best practices for IT ISO 20000 is the international standard
Service Management that focuses on for IT Service management
aligning IT services with the business needs. That works with ITIL
ITIL: Information Technology Infrastructure Library
Pictures from http://web.bryant.edu/~commtech/itil_fw.html and http://20000.fwtk.org/20000-itil.htm

14. 1.1) How IT is organized and managed
Manage IT Services Department following ITIL Framework
1) Service Desk is a
single point of contact
2.1) Service Delivery: looks at for end-users and customers
long term planning and
improvement of
IT service provision 2.2) Service Support : concentrate on
the day-to-day operation and support
SERVICE DELIVERY & SERVICE SUPPORT
Adopted from APM GROUP, Service Management . [Online]. Last accessed 11 February 2012 at: http://www.bigbossmanagement.net/service-management/
and RUDD, Colinn (2005), IT Service Management V 2.1b, UK, itSMF Ltd.

15. CHECK THE APPENDIX FOR
FURTHER DETAILS ON HOW IT IS
ORGANIZED AND MANAGED

16. PART 1.2
How to ensure the Department
operates to an appropriate level of IT
professionalism

17. 1.2) How to ensure professionalism
Customer Satisfaction Key Factors to ensure professionalism
Professionalism 1. Process : Good IT service process
Quality of IT Services • Implementing ITIL, ISO2000 and IT
Governance e.g.
T • Continuous service improvement
P
P
E • Problem analysis
R C
O
E
N
• Service Measurement
C
O
O • Knowledge base
P
E L 2. People: Professional IT Staff
L
S O
S
E
G • Continuous Development
Y • Evaluated by certification, KPI (Key
performance indicator) and competencies
Continuous People Development
3. Technologies: Effective Technologies
Continuous Service Improvement • Use technologies following ITIL guidance ex.
Incident and knowledge base software
ITIL & ISO20000 Standards • Reduce cost and human resource
IT Governance
• Reduce time
ITIL provide the best practice methodologies to improve process, people and technology.
Professional IT Department • Good quality of IT
Services More Customers &
1) Professional staffs • Add business value
2) Good IT Service Process More Profit
• Reduce Cost
3) Effective Technologies

18. 1.2) How to ensure professionalism
IT Services are provided following ITIL framework
Professional Processes Benefits
User can request service through a single point of
Improved user service, perception and satisfaction.
contact.
Service Desk provides initial assessment of all incidents;
Improved productivity of support staff
make first attempt at incident resolution.
All service requests are recorded and monitored. Eliminate the loss of incidents and service requests
All service requests are classified in terms of urgency,
Reduce business impact of incidents by timely solution
impact and priority.
Improve skills of the IT staff and reduce time to solve
A knowledge base records both problems and solutions.
problems
All service requests have an incident owner who Reduce the time of recovery problem and increase
monitors, tracks and communicates to the requester. satisfaction.
All incidents are recorded into a database in order to
Proactive prevention of problems.
make trend analysis.
The major problems are reviewed to analyse Prevent occurrence of problems due to major
the root cause. a
problems that may cause a big impact to the business.
Adopted from APM GROUP, ITIL: Overview and Benefit. [Online]. Last accessed 12 Feb 2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx

19. FOR FURTHER TECHNICAL DETAILS
ON HOW TO ENSURE
PROFESSIONALISM PLEASE SEE THE
APPENDIX

20. PART 2
FOR SENIOR MANAGERS

21. PART 2.1
RANGE OF SERVICES

22. 2.1) Range of IT services
Summary Range of ITIL Services
Client support
provide
Services provided by IT to users and customers (Help desk/Service Desk)
1. Service Desk Tele-communication
provide
Support e.g.
2. IT Service Support: internet, telephone system
• Incident management
• Problem management Application Support
provide
• Configuration management e.g. Accounting and
• Change management HR application
• Release Management
Systems Support
3. IT Service Delivery: provide
e.g. Security, Servers,
• Service Level management
E-mail and network
• Financial management
• Capacity management
• Service Continuity management provide Software
• Availability management Development
All IT services are managed and organized following ITIL management

23. FOR FURTHER TECHNICAL DETAILS
ON RANGE OF IT SERVICES
PLEASE SEE THE APPENDIX

24. PART 2.2
CONCEPT OF DIRECT AND
CONTRACTED STAFF

25. 2.2) Concept of Direct and Contracted Staff
IT DIRECTOR
IT DEPARTMENT
ORGANIZATION STRUCTURE Contracted Staff
IT MANAGER
SERVICE APPLICATION SERVICE SERVICE
INCIDENT PROBLEM CHANGE CONFIG. CAPACITY AVAILABILIT FINANCIAL
DESK & RELEASE LEVEL CONTINUITY
MANAGER MANAGER MANAGER MANAGER MANAGER Y MANAGER MANAGER
MANAGER MANAGER MANAGER MANAGER
SERVICE
DESK TEAM
LEADER SERVICE SERVICE
PROBLEM CHANGE RELEASE CONFIG. CAPACITY AVAIL. FINANCIAL
LEVEL CONT.
ANALYST INITIATOR ANALYST ANALYST ANALYST ANALYST ANALYST
ANALYST ANALYST
CHANGE SERVICE SERVICE
SERVICE PROBLEM SYSTEM CONFIG. CAPACITY AVAIL. FINANCIAL
INCIDENT PRACTITI LEVEL CONT.
DESK ANALYST ANALYST ANALYST ANALYST ANALYST ANALYST
ANALYST ONOR ANALYST ANALYST
ANALYST
SERVICE OPERATION
INCIDENT DEVELOPER (SYSTEM)
DESK
ANALYST MANAGER
ANALYST
APLLICATION
SUPPORT
IT OPERATION SECURITY Legend
ANALYST ANALYST Some managers
Contracted Staff can support more than one INTERNAL STAFF
CONTRACT
SERVICE DESK APPLICATION DATABASE DATABASE
function to minimize human
ANALYST
1. Service Desk Analyst CONSULTANT ADMIN. ADMIN resource and increase EXTERNAL CONTRACTED
2. Application Consultant communication flexibility. AGENCY STAFF
CONTRACT
SERVICE DESK 3. Developer DATABASE SYSTEM
DEVELOPER
ANALYST 4. Database Consultant CONSULTANT ADMIN
The number of managers and employee
in each positions will be assigned later
in manpower analysis phase.

26. 2.2) Concept of Direct and Contracted Staff
Contracted Staff: Service Desk Analyst
Main Responsibilities Concept
Direct Staff
1. Employ Direct Staff
1. Receive and record all calls from User; deal directly 2. Hire contracted staff when the
with simple requests and complaints number of incidents or IT
2. Provide initial assessment of all incidents; make first requests are overloaded
Contracted Staff
attempt at incident resolution and/or refer to 2nd line 3. Sign Contract 3-12 months
support 4. The number of direct and
3. Monitor and record all incidents contracted staff are defined by
4. Keep users informed on status and progress using capacity management.
Benefits
1. Minimizes the need to hire a lot of people
2. The number of service desk support can adjust with the
volume of calls or IT requests.
3. Some job related to confidential information can assign to
direct staff.
See Appendix slide 13 4. Minimize cost and human resource 1

27. 2.2) Concept of Direct and Contracted Staff
SUMMARY CONCEPTS OF CONTRACTED STAFF
Application Consultant Developer
Main Responsibilities: Analyze, design and implement Main Responsibilities: Develop Software following
business needs
enterprise application e.g. Enterprise Resource Planning or
Concept:
Human Resource application
1. Hire both direct and contracted staff
Reason:
2. The number of developer is depended on the volume of
1. Enterprise software needs specialist to implement. software requested.
2. It is expensive to hire direct staff in order to implement 3. Some specific software e.g. mobile application can hire
contracted staff
enterprise system only one time.
Database Consultant Benefits
Main Responsibilities: Analyze, design and implement a
custom database following business needs 1. Reduce training cost
Reason: 2. Reduce time to implement
1. Some database design needs specialist to reduce 3. Reduce risk of failure
software developing time, and ensure reliability and 4. No need to always employ for specialist
performance.

28. FOR FURTHER TECHNICAL DETAILS
ON CONCEPT OF DIRECT AND
CONTRACTED STAFF
PLEASE SEE THE APPENDIX

29. PART 3
Implementation Roadmap for
IT Department

30. 3. IMPLEMENTATION ROADMAP FOR IT DEPARTMENT A
Approach – ITIL Framework , ISO20000 Standard and IT Governance
GOAL:
 Company obtains ISO 20000
Certificate
GOAL:
 Finish implementation of ISO
GOAL: 20000 (Total 16 Months)
Implementation
 All IT Members obtain ITIL
GOAL: Certificate Main Activities
 Finish implementation of ITIL - Auditing ISO 20000
 Recruit all positions (8 Months) Certificate
 Approve IT Plan
 Approve IT Budget - Continuous Service
Main Activities Improvement with ITIL
 Complete Foundation Training
- Implementation ISO20000-1 - Continuous People
- Continuous People development
Main Activities development
- Implementation ITIL
- Implementation ISO20000-2
Main Activities - Continuous People
- Transform business plan to IT development
Strategy & IT Plan, and approve
- Make & Approve JD, Man-
power and Budget
- Foundation Training about ITIL
** ITIL certificates provide for people, whereas ISO 20000 certificate provides for a company
2 Months 8 Months 8 Months 2 months
20 Months
Pictures from http://20000.fwtk.org/20000-itil.htm and http://www.isoregistration.us/iso_standards/iso_20000.html

31. FOR FURTHER TECHNICAL DETAILS
ON IMPLEMENTATION ROADMAP
PLEASE SEE THE APPENDIX

32. PART 4
SUMMARY SOLUTIONS &
BENEFITS

33. 4. Solution Summary A
Organize and Manage New IT Department
following ITIL Framework
and control IT Services Standard by ISO 20000
MAIN SOLUTIONS
1. Single Point of contact: Quick response & improve service quality
2. Problem Analysis: Find root cause & Prevent problem recurring
3. Classify Problem: Set priority & Reduce big impact
4. Knowledge base: Improve IT skills and reduce recovery time
5. Change Analysis: Prevent impact from changes to IT system
6. Client Feedback: Improve Satisfaction
7. Continuous Training: Improve Professionalism

34. 4. Summary Benefits A
Benefits of ITIL Implementation
BENEFITS TO BUSINESS IMPROVED IT STAFF
1. A clear business differentiator from 1. Improved morale of service delivery and
competitors recipient staff
2. Closely aligned to commercial business services 2. Increased competence, capability and
and products productivity of IT staff
3. Improved systems/ applications availability 3. Increased staff retention
IMPROVED SERVICE REDUCE COST
1. Improved customer satisfaction through a more 1. Reduced cost of incident or problems
professional approach to service delivery 2. Reduced cost of training
2. Improved IT services through the use of proven 3. Reduced cost of recruitment and training -
best practice processes hiring ITIL qualified people is easier
3. A benchmark to measure performance against 4. Improved ROI (Return of Investment) of IT
in IT projects or services 5. Reduced hidden costs that traditionally increases
4. Improved delivery of third party services substantially the TCO (Total Cost of
through the specification of ITIL Ownership)
Adopted from ILX GROUP, Organizational Benefits to ITIL. [Online]. Last accessed 12 February 2012 at: http://www.itiltraining.com/itil-benefits.asp

35. 4. Summary Benefits A
Benefits of ISO20000 Implementation
BENEFITS TO BUSINESS IMPROVED STANDARD
1. Through the creation of a standard consistent
1. Alignment of information technology services
approach, aids major organizational changes
and business strategy
2. Provides a benchmark type comparison with
2. Enhanced reputation and perception
best practices
3. Improved relationship between different
3. Creation of a stable framework for both
departments via better definition and more
resource training and service management
clarity in terms of responsibility and goals
automation
IMPROVED SERVICE REDUCE COST
1. Creation of a formal framework for current
service improvement projects
2. Supports 'interchanging' of service providers 1. Creates competitive advantage via the
and staff by virtue of the creation of inter- promotion of consistent and cost-effective
enterprise operational processes services
3. Fundamental shift to pro-active rather than re- 2. Reduction of risk and thus cost in terms of
active processes external service receipt
4. By requiring ownership and responsibility at all
levels, it creates a progressive ethos and culture
Adopted from ISO20000 CENTRAL), News & Information for ISO 20000. [Online]. Last accessed 13 February 2012 at: http://20000.fwtk.org/benefits.htm

36. References
1. APM GROUP(No Date), ITIL: Overview and Benefit. [Online]. Last accessed 12 Feb
2012 at: http://www.itil-officialsite.com/AboutITIL/WhatisITIL.aspx
2. APM GROUP(No Date), Service Management. [Online]. Last accessed 11 February
2012 at: http://www.bigbossmanagement.net/service-management/
3. ILX GROUP(No Date), Organizational Benefits to ITIL. [Online]. Last accessed 12
February 2012 at: http://www.itiltraining.com/itil-benefits.asp
4. ISO20000 CENTRAL(No Date), News & Information for ISO 20000. [Online].
Last accessed 13 February 2012 at: http://20000.fwtk.org/benefits.htm
5. RUDD, Colinn(2005), IT Service Management V 2.1b, UK, itSMF Ltd.

37. Credits
Contents Editor: Revathi Tekkali
Team Management: Mustak Patel & Mohamed Hagras
Slides Creation: Traitet Thepbandansuk & Mohamed Hagras
Art Director: Mohamed Hagras
Contents:
 Company Profile: Mohamed Hagras
 Proven Success: Mustak Patel
 Background and Issues Summary: Revathi Tekkali
Traitet Thepbandansuk
 IT Organization and management: Phong Nguyen
Traitet Thepbandansuk
 How to ensure professionalism: Traitet Thepbandansuk
 Range of Services: Traitet Thepbandansuk
 Direct and Contracted Staff: Jian Zhao
Traitet Thepbandansuk
 Implementation Roadmap: Traitet Thepbandansuk
 ISO 20000: Afsaneh Tafazzoli Moghaddam
 ITIL V3: Mustak Patel
Traitet Thepbandansuk

38. 1. Afsaneh Tafazzoli Moghaddam
2. Jian Zhao
3. Mohamed Hagras
4. Mustak Patel
5. Phong Nguyen
6. Revathi Tekkali
7. Traitet Thepbandansuk