improving-itsm

 

  1. Definition of process and standard operating procedures for all IT operational activities.
  1. Definition of responsibilities for every role and ensuring that the roles understand and agree to follow those responsibilities.
  1. Definition of KPIs and metrics, and punctual reporting of the metrics to the management.
  1. Establishment / Improvement of service catalogue.
  1. Identification of VBFs (Vital Business Function) and accordingly developing the HAP (High availability plan), HPP (High performance plan), and good CR (good continuity and recovery) plans.
  1. Definition of risk assessment activities on all VBF every week.
  1. Reduction of emergency changes.
  1. Definition of standard change models for well known changes.
  1. Augmentation of knowledge articles.
  1. Improvement of CMDB.
  1. Elimination of too many approvals in change, configuration and release.
  1. Deployment of monitoring tools.
  1. Definition of SLAs for problem management team – to identify the RCA and perm fixes for recurring incidents.
  1. Defined procedures for handling major incidents and conducting PIR for major incidents
  1. Definition of procedures for proactive problem management
  1. Definition of templates for activities like RCA
  1. Eliminate or reduce the time consuming tasks – using automation (like service requests)
  1. Definition of procedures for facilities management for power supply, temperature, etc.
  1. Definition of quality procedures and conducting weekly quality checks on service desk calls, incident tickets, problem tickets, change tickets, and CI records.
  1. Checking if the tools (ticketing tools, monitoring tools, etc.) are in sync with the agreed SLAs and are working as per the agreed SLAs.
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Kiran Kumar Pabbathi has 10 plus years of experience, he is a Master in business administration (IT), Bachelor in Computer Applications, and a certified professional in ITIL Expert, PRINCE2 (Foundation and Practitioner), Six Sigma Green Belt, ISO/IEC20K Foundation, Cloud Computing Foundation, TMAP Foundation (Test Management Professional), MCP in SharePoint 2003 Customizations, and MCTS in MS Project 2007. He is the author of 8 books: "PDCA for ITIL" published by TSO, UK (available HERE and also HERE) and "Guidance for ITAM", "Guidance for Enterprise Asset Management (EAM)", "Focus on IAM", "Guidance for Incident Management", "Guidance for Problem Management", "Guidance for Change Management" published by Servicemanagers.Org (all available HERE at Amazon). He worked for various conglomerates in the IT industry focusing on ITSM domain, which gave him detailed insight of ITSM, ITAM (IT Asset Management), IAM (Identity and Access Management), Quality assurance, Project management, Test management, and Technical writing. Currently, Kiran works as an IT Process manager and ITIL Trainer in Shanghai Bizenit Information Technology, China. You can reach him on Linkedin (click here)