In June 2010 our two IT specialist consultants have developed and documented a number of key management processes for a large Quebec based financial services cooperative using the ITIL V3 framework. These include: asset md Configuration Process, Incident Management Process, Problem Panagement Process. The mandate terminated in 2012.
We ensured that these processes were well linked with the HP Service Manager software package. We offered some processes training and tools. We were directly involved in deploying the solution in the IT Service and Operations Center teams.
Examples of detailed tasks :
A) Design :
Preparing workshops, Performing gap analysis, identifying the main actors in the process, documenting the process guide, Performing a design workshop to validate the process and all its components with the main actors, Directing one or more workshops to determine the parameters of the tool, Directing one or more workshops to validate the process using scenarios and use cases, Revision of process documentation and preparation of presentation materials Presentation of an overview of the process to stakeholders (groups that play a role in executing the process or being impacted by the implementation of it).
B) Production :
Writing functional and technical specifications for the tool, Configuration of parameter settings and unit integration and testing, documentation of work instructions to carry out the process (operating procedures), drafting of acceptance tests in coordination with the client, execution of acceptance tests and modifications to the solution, Revision of processes documentation if required, development of process and tool training material, training stakeholders in the process..
C) Implementation :
Final configuration of the production environment, deployment of the initial phase, stakeholder support, adjustments following results of the initial implementation phase, general deployment, acceptance and transfer of responsibility to the client’s center of expertise.
The implementation of these processes including the Management of Service Assets and Configurations enables the Company in achieving its Operational Excellence objectives for a responsible management of its technological infrastructures.