The OCIO of this federal agency planned to integrate multiple ITSM processes to better respond to incidents, manage assets, and streamline IT client communications through a single point of contact, in alignment with the ITIL framework. To start, they commissioned an ITIL Process assessment across 13 OCIO organizations to evaluate the overall maturity of their ITIL processes against the established industry framework. The ITIL assessment observed service desk functions, processes, and practices then reported the gaps and findings. The OCIO determined the design and launch of a Service Management Office would be the best way to correct these findings and improve overall service delivery.
After conducting a full assessment and evaluation of future process improvement activities, we identified strengths and best practices to apply toward the development of a Concept of Operations and Roadmap for the future state of this federal agency’s OCIO IT service management. Beyond20 introduced the ESC concept of operations and proposed actionable recommendations to mature the OCIO’s ITSM capabilities. The recommended goals and objectives for ESC assessment activities aligned Incident Management, Request Fulfillment, Problem Management, and Knowledge Management with ITIL best practices. The purpose was to optimize the customer experience, support business outcomes, benchmark services and maximize efficiencies, and continuously improve processes at the agency.
The first phase of the SMO focuses on architecting high-level, enterprise SMO readiness specifications to capture an initial baseline, vision, action items, goals, and quick wins for the Service Management Office. Beyond20 will examine how well services and practices are created, delivered, and supported across your organization. We'll lay our findings out in a requirements report.
Following completion of the requirements report, Beyond20 will conduct a one-day, onsite SMO development workshop with key stakeholders. Together, we'll establish goals and a high-level vision for the SMO (how “lightweight” it should be). Then we'll collaborate on a robust SMO framework that includes service quality, service delivery, business partnership, and center of excellence.
It's time. At this point, we've designed and developed an SMO that everyone is proud of. Now we have to implement it. To help ensure both successful implementation and sustainability of the SMO, Beyond20 will establish a timeline, craft a marketing and communications plan, determine key performance indicators, and track progress of the SMO.
Leading up to and following the launch, we'll work with you to define ITSM-specific goals and prioritize improvements that will deliver the most value over the shortest time horizon. We'll use new data to understand your strengths, streamline work, eliminate waste, and share innovative approaches so your team can build upon and discover even more success along the way.
Once the SMO is in place, we will provide follow-on support for your team, ensuring long-term continuity and success. We'll review data, answer questions, refine the execution plan, discuss areas of focus going forward, and assist with implementing the roadmap.