Service Management on a greater scale. So simple.
In connection with large Service Management projects, iSpoc recommend the project model iSpoc XTND, in which activities are grounded in an iterative process.
iSpoc XTND is targeted those organisations who implement large transition projects based on best practices in Service Management, and who needs a reasonable interaction between the process work and the tool implementation along with relatively quick and visible results.
iSpoc XTND contains the following phases and activities:
1. Project start up
The project gets started with an initiating meeting, in which the steps of the project are mapped. Also the meeting gives the project participants an opportunity to meet in person.
2. IHLP® 2007 basic installation
The basic installation include IHLP® 2007 Service Desk and the Incident Management configuration pack. Moreover, the installation contains tho most common IHLP® 2007 automation packs provided that the customer has bought these.
3. Functional introduction
The functions in IHLP® 2007 are gone through based on the customer's basic installation. Hence, the participants are presented to the facilities in IHLP® 2007. With the functional introduction, employees in the customer organisation become capable of using IHLP® 2007.
4. GAP workshop
On the GAP workshop IHLP® 2007 is presented based on the customer's basic installation, which is compared to what the customer expects from a real operational setting. Moreover the workshop will shed light over the customer's need for putting data into IHLP® 2007 (users, systems, etc.), automating rutines through IHLP® 2007 and drawing data from IHLP® 2007 (reports, BI-portals, etc.). Prior to the GAP workshop the customer has received an GAP analysis template for the notation of configuration needs which were not clarified earlier in the project.
5. Technical workshop
On the technical workshop, a consultant from iSpoc will educate employees (typically 2 or 3) from the customer's organisation in how they might configure parts of IHLP® 2007 through XML og XSLT.
6. Configuration and implementation
During the implementation of IHLP® 2007, iSpoc will implement all of the automation packs which the customer has bought and is planning to put into operation. This is also the phase in which the customers IHLP® 2007 solution is configured to comply with the requirements of the delivery document and the GAP analysis.
7. User test
In continuation of the IHLP® 2007 implementation, the customer will now test the IHLP® 2007 solution to ensure that it functions as intended and to qualify the solution for its initialization.
8. Operation qualification
Now the customer informs iSpoc that the IHLP® 2007 setting is ready to be put into operation. As long as a customer has not approved the readiness of the IHLP® 2007, the customer and iSpoc can agree iterative configuration, implementation and test of the customer's IHLP® 2007 solution.
9. Education of users
The users in the customer's organisation will be educated in the use of IHLP® 2007 based on the customer's specific configuration. The education will be carried out just before IHLP® 2007 is put into operation and might include cases matching the customers organisation. iSpoc further recommends all customers too educate one or two employees with the purpose of enabling them to teach the use of IHLP® 2007.
10. Setting-up a seperat test environment
Before IHLP® 2007 is put into operation, iSpoc will - in cooperation with the customer - make a copy of the customer's IHLP® 2007 setting, and use this setting in a test-setting, in which later builds and configurations are tested by the customer, before they are put into the customer's operation setting.
11. Project delivery
IHLP® 2007 is now put into operation, and in this connection iSpoc delivers a project report containing a log which sums up the customer's IHLP® project and provide recommendations for the onward procedure.
Opportunities and limits
iSpoc XTND considers the implementation of IHLP® 2007on a greater scale, i.e. in projects where the customer has a great need for configuration or where several ITIL® processes should be supported by the tool in the same project. The control mechanisms in ispoc XTND further provides the opportunity for iterative configuration during the project.
In regard to projects which are mapped either by the customer or the customers process vendor, ispoc recommend the use of iSpoc FLEX, which is the project model composed in relation to individual customer projects.
In connection with large Service Management projects, iSpoc recommend the project model iSpoc XTND, in which activities are grounded in an iterative process.
iSpoc XTND is targeted those organisations who implement large transition projects based on best practices in Service Management, and who needs a reasonable interaction between the process work and the tool implementation along with relatively quick and visible results.
iSpoc XTND contains the following phases and activities:
1. Project start up
The project gets started with an initiating meeting, in which the steps of the project are mapped. Also the meeting gives the project participants an opportunity to meet in person.
2. IHLP® 2007 basic installation
The basic installation include IHLP® 2007 Service Desk and the Incident Management configuration pack. Moreover, the installation contains tho most common IHLP® 2007 automation packs provided that the customer has bought these.
3. Functional introduction
The functions in IHLP® 2007 are gone through based on the customer's basic installation. Hence, the participants are presented to the facilities in IHLP® 2007. With the functional introduction, employees in the customer organisation become capable of using IHLP® 2007.
4. GAP workshop
On the GAP workshop IHLP® 2007 is presented based on the customer's basic installation, which is compared to what the customer expects from a real operational setting. Moreover the workshop will shed light over the customer's need for putting data into IHLP® 2007 (users, systems, etc.), automating rutines through IHLP® 2007 and drawing data from IHLP® 2007 (reports, BI-portals, etc.). Prior to the GAP workshop the customer has received an GAP analysis template for the notation of configuration needs which were not clarified earlier in the project.
5. Technical workshop
On the technical workshop, a consultant from iSpoc will educate employees (typically 2 or 3) from the customer's organisation in how they might configure parts of IHLP® 2007 through XML og XSLT.
6. Configuration and implementation
During the implementation of IHLP® 2007, iSpoc will implement all of the automation packs which the customer has bought and is planning to put into operation. This is also the phase in which the customers IHLP® 2007 solution is configured to comply with the requirements of the delivery document and the GAP analysis.
7. User test
In continuation of the IHLP® 2007 implementation, the customer will now test the IHLP® 2007 solution to ensure that it functions as intended and to qualify the solution for its initialization.
8. Operation qualification
Now the customer informs iSpoc that the IHLP® 2007 setting is ready to be put into operation. As long as a customer has not approved the readiness of the IHLP® 2007, the customer and iSpoc can agree iterative configuration, implementation and test of the customer's IHLP® 2007 solution.
9. Education of users
The users in the customer's organisation will be educated in the use of IHLP® 2007 based on the customer's specific configuration. The education will be carried out just before IHLP® 2007 is put into operation and might include cases matching the customers organisation. iSpoc further recommends all customers too educate one or two employees with the purpose of enabling them to teach the use of IHLP® 2007.
10. Setting-up a seperat test environment
Before IHLP® 2007 is put into operation, iSpoc will - in cooperation with the customer - make a copy of the customer's IHLP® 2007 setting, and use this setting in a test-setting, in which later builds and configurations are tested by the customer, before they are put into the customer's operation setting.
11. Project delivery
IHLP® 2007 is now put into operation, and in this connection iSpoc delivers a project report containing a log which sums up the customer's IHLP® project and provide recommendations for the onward procedure.
Opportunities and limits
iSpoc XTND considers the implementation of IHLP® 2007on a greater scale, i.e. in projects where the customer has a great need for configuration or where several ITIL® processes should be supported by the tool in the same project. The control mechanisms in ispoc XTND further provides the opportunity for iterative configuration during the project.
In regard to projects which are mapped either by the customer or the customers process vendor, ispoc recommend the use of iSpoc FLEX, which is the project model composed in relation to individual customer projects.
