building Incident

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building Incident configuration management at
Belgian Public Fin Service

• 2005-03-03 ITsmf / Lux Chapter

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Overview

• Project context
• Project goals
• Project Scope
• Project Plan
• Deliverables
• Value creation
• Lessons Learned
• Q A

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Project context
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Ministère des Finances

• ICT

• ICT

• ICT

• ICT

• ICT

• ICT

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FOD Financiën After Copernic
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Project Goals

• SPOC
• Introduce a Service culture
• Improve TCO cost management by better and
  insight of ICT infrastructure
• Manage performance of ICT support department

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Project scope (1)

• organisation
• 30.000 users to support
• 520 buildings in Belgium (Horizon 2010 150 !!!)
• 10 helpdesk units organised per BU, silo helpdesk
  support
• ICT central office for procurement

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Project scope (2)

• Processes
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Service Level Management
• Technology HP OV/SD

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Project Plan
JAN
FEB
MAR
APR
MEI
JUN
JUL
AUG
SEP
OCT
NOV
DEC
2005
Pre-study
Function
analysis
Technical design
Move!
implementation
Pilot
Pre-prod
Deployment infrastructure
prod
Garantie
Deployment planning
Application training
ITIL training
Opleiding
Project Management / Quality Management /
Communication plan
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Deliverables

• Tangible during the project
• 7 months of documentation
• Per process
• per milestone
• Each with 2 weeks for feedback
• Training (Apollos, ITIL Awareness, End-user...)
• Implementations (pilot, pre-prod, prod) of 2 base
  processes
• Analysis of 3 other processes

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Real value creation

• A running centralized service desk
• Overview of IT office infrastructure components
  in
• One CMDB
• FGOV ICT Fin people able and motivated to develop
  the IT service organisation

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Service desk organisation
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Park Management - Figures

• - Project Value 900.000
• Implementation effort 530 Mdays
• - Elapsed time 10 months
• Project preparation impact analysis 8
• Functional analysis 23
• Technical analysis 6
• Tool customisation 8
• Testing 3
• Deployment 8
• Pilot 5
• Pre-production 7
• Training 15
• Project management 18

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Lessons learned

• Agile development is key
• Start small
• Think big
• Implement fast
• Knowledge pre-requesites for project participants
• ITIL
• ITSM
• Hp-SD

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Lessons learned

• A lot came out of the testing phase
• ITIL is a methodology, not an objective.
• Foresee a large coaching budget.
• Interaction with other ongoing projects-gt program
  management needed Move, LDAP, re-organisation
• Invest a maximum of time in the set-up, consensus
  and communication of the ITIL processes
  towards organisation. ? Reduces
  implementation time !
• Analyze and collect CIs data as early as
  possible. -gt Data quality of the CMDB !
• HP OVSD software can be highly customized towards
  specific needs of an organisation, but ...
• In fact a pure IT organization project a
  centralized HD
• Increased application customization results in
  higher testing efforts.
• No soft power without hard power

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The ITSM Journey is more than about technology
TechnologyTools and infrastructure
ProcessDefinition/design, compliance and
continuous improvement PeopleManagement, skills
development discipline
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Questions and Answers
?