Post on 11-Jul-2020
ITIL Case StudySyriatel Mobile Telecom
Applying IT Service Management System Axios Assyst
Agenda
Introduction
IT Services in Syriatel
Challenges and Problem
Objective & Vision
ITSM Implementation
Advantages
ITSM
• ITSM in process based approach to aligning IT service with the needs of the corporate forces to delivery services effectively and efficiency
IT Services in Syriatel
Main IT Services in Syriatel
IT Help Desk
IT Service (Network &
Infrastructure, Hardware &
Software)
MIS Operation Services (System Administration
& DBA)
Information Analysis and
Reporting Services
Enterprises Application
(ERP, Application
Management and Business Process
Automation)
Challenges & Problems
Low Performance & Low quality
No Process (Overlapping
Roles)
Limited Integration
Information not updated
and Not Synced
Objective & Vision
•PCs•Servers•Software
Assets Management
•Requests•Cycle Approvals•Service level agreement
Services Management
•Response Time•Incidents Record•Incidents Impact
Incidents Management
Objective & Vision
ITSM Implementation
CMDB
Ticketing & WF
Service Level Management
CMDB
• IT assets configurations• Assets lifecycle • Assets ownership and Custody• Users management• Service Departments Management
Services Management
• Service Requests Management• Services Catalog (Active services, retired and visibility control)• Business Process according to Syriatel policies and procedures
Incidents Management
• Fast Response• Incident Record• Knowledgebase• Incident request with dynamic workflow based on the service and affected IT assets
Service Level Management
• Timeframe• Performance Measurement
ITSM Implementation
ITSM for Non-IT services
HR Finance Marketing
SSD Customer Service Legal
Procurement Technical Administration
ITSM for Non-IT services
ITSM for Non-IT services• Deliver customer value and outcomes• Quality of service• Performance Management• Best Practice to improve business process• Service oriented business process
Statistics Per Day
787Ticket
91Incident
1,366Task
Statistics of 2018
27,350Incidents
409,799Tasks
236,183Ticket
Business Growth
1,571User
208Service
Department
1,496Service Offering
40,865Items