1. Technology Directorate
March 2015
Service Management
Success Story

2. •Strategic objectives and goals aligned to overall strategic business goals and
objectives
•Continuous process for improvement implemented for all processes
•Strategic objectives and goals aligned to overall strategic business goals and
objectives
•Continuous process for improvement implemented for all processes
Level 5 – Optimised
•Service focussed with objectives and targets linked to business objectives/goals
•Services are fully defined
•Availability is measured at service level
•All processes are fully integrated
•Service focussed with objectives and targets linked to business objectives/goals
•Services are fully defined
•Availability is measured at service level
•All processes are fully integrated
Level 4 – Managed
•Trends analysed and steps taken to eliminate root cause of issues
•Processes are measured and reported on regularly
•Awareness of availability at application level
•Trends analysed and steps taken to eliminate root cause of issues
•Processes are measured and reported on regularly
•Awareness of availability at application level
Level 3 - Proactive
•Processes defined, but assigned little importance, resource or focus
•Activities related to processes are unco-ordinated, inconsistent and without
direction
•Awareness of availability at component level
•Processes defined, but assigned little importance, resource or focus
•Activities related to processes are unco-ordinated, inconsistent and without
direction
•Awareness of availability at component level
Level 2 - Reactive
•Ad-hoc IT service
•Few processes defined
•Work typically driven by customer contact
•Success depends on individual effort and heroics
•Ad-hoc IT service
•Few processes defined
•Work typically driven by customer contact
•Success depends on individual effort and heroics
Level 1 –
Initial/Chaotic
Process Maturity Levels

3. Maturity Level – March 2015

4. Service Desk
 Service Desk is now recognised as a strategic function
 Introduction of formal reporting to measure service
 Customer feedback via change champions and tech bars

5. Incident Management
 Service levels are regularly monitored and any breaches reviewed
 All incidents are regularly reviewed to monitor progress

6. Problem Management
 Problem records are reviewed twice a week
 All Problems are updated to reflect workarounds
 Problems are escalated to Change Management if urgent

7. Change Management
 Scope, quality criteria, roles and responsbilities defined in process
 Staff trained on process
 Regular reviews and reporting in place

8. Configuration Management
Change Management took priority over past few months
Awaiting resource (due to start April)

9. Service Level Management
Needs Business Relationship Management function to agree
service levels with business

10. Questions?