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Implementing Service management Processes in small and medium companies

July 2, 2008

Before implementing ITIL, the project manager plans the implementation activity by defining the implementation plan. The implementation plan specifies the Service Management processes that need to be implemented for ITIL. It also defines the roles of support staff and their responsibilities in different processes.

The project manager implements the following Service Management processes:

  • Incident Management

  • Problem Management

  • Configuration Management

  • Change Management

  • Release Management

Implementing Incident Management

The project manager defines procedures for handling incidents and storing information related to incidents in Configuration Management Database (CMDB) to implement Incident Management in ServiceXen. The customers of ServiceXen face problems while booting the computers. To support customers in reporting their problems, the company implements the IT Service Desk. Using IT Service Desk, customers report the problem to the IT Service Desk staff. After receiving information about the incident, the IT Service Desk staff stores the information related to the incident as incident logs in CMDB. The IT Service Desk staff resolves the incident and records the solution in CMDB. If the IT Service Desk staff is not able to resolve the incident, the incident is reported to the second line staff. The second-line staff checks the incident logs in CMDB to identify the incidents, which need to be resolved.

If the second-line staff identifies that the computer needs to be replaced to resolve the incident reported by the customers, it passes the incident to Problem Management for resolving the incident.

Implementing Problem Management

ServiceXen implements Problem Management to resolve the problem of repairing or replacing computers on time. This problem has occurred due to incomplete SLA, which does not specify the time period in which the computers should be repaired. In addition, the SLA does not specify the terms and conditions for replacing computers if the computers cannot be repaired.

The problem manager analyzes the problem and checks the SLA. The problem manager determines that SLA needs to be reviewed and updated to resolve the customer problem. After analyzing the problem, the problem manager creates Request For Change (RFC) for initiating the process of implementing change in the SLA. RFC describes the customer problem and specifies the changes, which need to be implemented in the SLA for resolving the problem

Implementing Configuration Management

In ServiceXen, the configuration manager designs the CMDB by analyzing the requirements of Service Management processes to be implemented in the company. Configuration manager records information about RFCs and incidents reported by customers in CMDB. Configuration manager of ServiceXen also defines the manner in which Service Management processes and Service Desk access the information stored in CMBD.

Implementing Change Management

In the Change Management process performed in the ServiceXen change manager reviews the RFC stored in CMDB and analyzes the requirement and feasibility of implementing the changes specified in RFC. The RFC specifies that SLA needs to be changed to define the time period in which the computers should be repaired. The RFC also specifies that the terms and conditions for the replacement of computers need to be defined in SLA. The changes specified in the RFC needs to be approved by the top-level management of ServiceXen. After approval, change manager of ServiceXen prioritizes the changes and implements the changes in the SLA along with Release Management. The changed SLA is reviewed by the top-level management of ServiceXen to check whether or not the changes are implemented properly.

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