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Finding the process edge (Five ITL initiatievs (Service level management…
Finding the process edge
Five ITL initiatievs
Service level management
develop SLAs that will allow IT to set expectations for customers while considering costs and service levels
Process ownership
Advisory board feels there needs to be a clearer definition of what it is meant by process, product, and service owners.
Service Transition
A PMO office will will oversee that training is provided, and that they are streamlining the checklist.
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Change Control
There was a lack of planning among Infrastructure, Application, and Manufacturing IT groups. This led to lots of emergency changes. So infrastructure group wants to develop OLAs so it can communicate much more clearly and in a timely manner.
Relevant facts
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OSM began in fall 2007, motivated by findings from ITIL assessment.
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Key problems
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The IT organization is being held together by few really smart individuals but if they leave it will be hard to replace them.
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