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ITIL; Asset Management Service Project
Pretend that you are an ITIL consultant hired by the organization to create an IT Services plan. This project outline and go into detail an asset management service plan.
Hernando County Utilities Department services water and sewer customers throughout the 589 square miles of Hernando County located north of Tampa Bay. The utilities department is responsible for providing potable water, treating sewage, and redistributing reclaim water throughout the county to its 66,000 customers. The department is made up of over 200 employees which help maintain over 1100 miles of water main, 500 miles of sewer mains, as well as handle customer accounts, maintain assets, and workflow. Hernando County Utilities is the client that has approach the ITIL consultant about an asset management service that will help maintain their work orders, associated cost, track time, as well as track location of assets in the field.
The IT service strategy provides the link between the business strategies and IT strategies of an organization, this is helpful to show the client how investing in a service or services is a financial sound investment. ITIL service strategy covers financial management which helps with the understanding of the costs for the service being provided to the client by the IT consultant. The service strategy is used to show the client’s why they should go with a particular consultant, evidence of why the product is what they are looking for, as well as the project laid out before them. ITIL service strategy is the center of service operation, service design, and service transition. Once the other sections have been laid out they form the service strategy most consultants use. An important part of the IT service strategy is the Service Portfolio Management, SPM. SPMs are major part of the service strategy because it ensures that the consultant has met the requirements for the service that it is delivering to the client. The Service Portfolio also helps both parties track important information about the service, including financial aspects as well as any other services that the provided service interacts with in deployment and usage.
Figure 1 Service Strategy Model. ITIL, Service Strategy. (n.d.).
Once the scope has been finalized it is important to utilize the SPM so that both parties know the status of the project, how the finances are tracked, as well as what other services the consultant can provide and is providing. The information captured in the service portfolio also ensures that the consultant clearly define the services and link them to the business outcomes they support. (Gallacher, Liz. ITIL Foundation Exam Study Guide). This will help insure that the product or service being delivered by the consultant is correct and meets the requirements set forth by the client.
The scope shown down below, lays out what the client is looking for, requirements, as well as project deliveries, and phases. Shown in, figure 2, the financial aspects and budget are laid out to show where the project expenses are, this will help keep track of budget to make sure the project does not go over budget or have scope creep.
Project Name: ITIL Asset Management
Estimated Duration:12-18 Months
We recognize the client seeks a geo-centric work management system compatible with its current systems, our servers are hosted on-site or off-site, at the client’s digression. The Asset Management system can sustain fifty (50) users or more at any given time.
Deliverable: Fully operational asset management service with updates, developer contact, and help desk.
Project Objectives & Tasks:
Business Benefits:The asset management service will work with the client’s current system, and provide system integration, upkeep, updates, and service desk issues for the contractual and subscription length of time, awaiting extensions and renewals.
Design consists of five major aspects; Service Solutions, Tools and Systems, Technology/Architectures, Measurement Systems, and Process. The design phase is to insure that the product is what the client is requesting, if the client’s system can handle the service being provided by the consultant or if the service needs to be tweaked or reworked to better serve and fit the client’s needs and system.
As stated in, Kempter, S. (n.d.). ITIL Service Design, the objective of ITIL Service Design is to design new IT services. The Scope of Service design lifecycle stage includes design of new services, as well as changes and improvements to existing ones. The design of this service is able to be tailored to the client’s needs through definition queries, custom dashboards, and database management. The service design is responsible for delivering the service which meets the client’s requirements, within the technical and fiscal limitations that were put into place at the beginning of the project as stated in the project scope. The service will monitor work orders, track time, asset management and mapping of assets in the field. This will be done by setting up two servers one for the work order and asset managing side and the other server for the mapping and GIS side of the service. The servers will be maintained by the IT consultant, however they will be housed onsite for security purposes, and back up servers will be housed and maintained off site by the IT consultant. The information will be stored, marked, and compiled on a central database which the program will reference, pull, and sort based on the queries and filters selected within the program. This will show the users the information that they need as well as restrict users based on credentials and policy’s put into place by the customer and their organization. This service will be designed using an enterprise solutions software approach. This style works best with source style services, which pull data from central databases and sorting it out the clients and users. Using enterprise solutions software this will give the service more flexibility to its customers. Allowing them to switch out modules and dashboards inside the service. Customizing to the customers’ needs and wants, allowing the customer to have their own internal admins to do that. Allowing dashboard swaps will allow the correct data to be shown to certain users and user groups with ease instead of flooding the service and users with data that does not pertain to certain groups or jobs. This service will be web based and will require a network connection with login. The local admins will handle the permissions, dashboard set up as well as password changes and resets.
The service through service management services will allow information to be shared instantaneously to other users in real time. Doing this will help cut down on time between work orders as well as being able to send emergency work orders with better efficiency and tracking. The service will allow users to use tools such as run report and see data on work orders using the client’s own criteria and using crystal reports to do so. The report writing will give the clients and customers flexibility to adjust the reports into what they need and when they need it. These tools are what help clients utilize the asset management service to its full potential. A quality management system is also part of the service this will help maintain the accuracy of information in the system by cross referencing addresses entered with address in local municipality databases. All information is secured through information security management systems which help protect customer information such as customers account numbers and addresses. The compatibility with systems is checked out, and verified Information Technology assessment phase of the project, also any information that can be provided a head of that time is helpful to planning the project and service scope.
This service will work on PC or tablet with an internet connection and login credentials. This service works as a geo-centric work management system compatible with the client’s current GIS platform, hardware, and software. The mapping system will work through GIS/ESRI online service, and publishing .mxds files to ESRI web services and pulling them back into the system via web browsers. The service will use two servers. One server for the asset management, work order, and time tracking and the other server for the GIS and mapping side of the service. This will be a web-based service that requires a network connection and login credentials. Since the service is web based, there are no compatibility issues with current technology in place. Therefore there is no foreseeable changes or work that needs to be made to the architecture or management system of the service. Servers will be purchased to meet needs and requirements of the service. The service has an app that runs with android as well as iOS compatible, the only decision that needs to be made by the client is which tablets they will want to use for this service.
The IT service will require processes, roles, and responsibilities to be deployed and delivered to the client. Processes are the roles in which services use to complete their tasks. Such process for the asset management service would be nightly updates new streets, parcels, and addresses to be entered into the system. Another processes would be updating the system instantly whenever information or accounts are updated. These processes are crucial to the service working correctly and accurately.
The IT consultant will be able to measure the client’s system during the IT assessment phase, making sure that the system is able to support and handle the service that has been requested by the client. The client has requested a geo-centric asset management service, which tracks work orders, employee time, assets in an ESRI powered mapping system, and expense tracking. The measurement and metrics portion of design will happen during the IT assessment phase of the project.
This design comes from looking at exactly what the client needs and is best suitable for them. This will offer the most simplistic approach leaving the client to be able to use the service, while the IT consultant handles the development, set, training, and monitoring sides of the service. This design will leave the client open and able to focus on their job and completing their tasks while using the service provided.
The transition phase of ITIL includes the delivery of the service. The purpose of service transition is to ensure that the services that have been agreed on and designed through the stages of strategy and design are now delivered effectively into operation. Gallacher, Liz. ITIL Foundation Exam Study Guide (p. 160). Delivery of the service is the final phase before the service is officially handed over, and the before the maintenance and monitoring phase are started.
Our asset management service is ready to be delivered after training has been given. This service is an on-site deployment, as to make sure there are not issues with deployment and if there are any questions the project manager is able to help and guide the clients through there problem as well as make any adjustments within the scope of the project. Having the project manager at the launch can make the launch and delivery go smoothly. It will also help ensure that the client is using the service correctly so that they do not get frustrated or thing the service is broken. The service handover phase is important because it shows the service going live and can be a crucial point in the eyes of the client. The delivery and go live dates can help determine if a project is successful or not, in the eyes of the client.
Construct a brief IT Service Operation Guide using learning objectives 4a, 4b, 4c, 4d, and 4e.
Formulate a CSI Plan using learning objectives 5a, 5b, and 5c.
IT service operation is the last phase in ITIL service strategy. This phase insures that the client is happy with their service and the consultant is providing additional support of their service. This includes monitoring, updating, and helping if the need arises. Service operation is to make sure that the service the consultant provided is always operating as the client needs within the original scope of the project.
The asset management service will be supported by the consultant help desk, as well as support center if the issue needs to be escalated. Updates will come out yearly, to support new OS systems and web browsers, as well as address and security issues. Patches will come out as developers need to update and fix critical issues that can be affect wide spread of users. Webex conference are a great tool that are provided if the clients need to be shown something or need to share screens with help desk and developers. Guides and procedures will be provided during, and after training for users to reference and train new employees.
- Kempter, S. (n.d.). ITIL Service Design | IT Process Wiki. Retrieved May 4, 2019, from https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design#Processes:_ITIL_Service_Design
- Brahmachary, A. (n.d.). Understanding ITIL Service Design Process | ITIL Tutorial | ITSM. Retrieved May 4, 2019, from https://www.certguidance.com/itil-service-design-explained-brief/
- ITIL, Service Strategy. (n.d.). Retrieved May 4, 2019, from https://www.servicetonic.com/itil/4-itil-service-strategy/
- Gallacher, Liz. ITIL Foundation Exam Study Guide (pp. 44-45). Wiley. Kindle Edition.
- Gallacher, Liz. ITIL Foundation Exam Study Guide (pp. 160-161). Wiley. Kindle Edition.
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