IT Service Delivery Roadmap

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IT Service Delivery Roadmap by Mind Map: IT Service Delivery Roadmap

1. Leased Equipment

1.1. Asset Tagging

1.2. Lease Strategy

1.3. Image Maintenance & Deployment

1.3.1. Possible but no additional resources available

2. Service-Now Re-implementation

2.1. HR Module

3. Employee Self-Service Portal

3.1. Knowledge base

3.1.1. News Widget

3.1.2. Travel Form

3.2. Service Catalog

3.2.1. End-User Product Cat

3.2.2. 2019 Computer Lineup

3.2.2.1. Loaner Requests

3.2.3. IT Services

3.2.3.1. Teleworkers Package

3.2.3.2. New Hire Package

3.3. Service Dashboard

3.4. IT Profiles & .Org Chart

4. Develop SN Changes in Dev

5. Instance Configuration (Incident Management)

5.1. Taxonomy

5.1.1. Work with intrsdepartment IT to develop taxonomy for reporting purposes

5.2. Workflows

5.2.1. Develop workflows to service portal and internal IT process

5.3. Notifications

5.3.1. Means to engage end users and set expectations

6. Build Out Knowledge Categories

7. Service Level Agreements

8. Asset Data Upload

9. Configuration Changes

9.1. Notification Workflows

9.1.1. Incident Recieved

9.1.2. Incident Assighned

9.1.3. Unassigned Incidents to Tier 1

9.1.4. SMS Outage Notification IT Wide

9.1.5. Incidents Untouched 3 Days +

9.2. Support Groups

9.2.1. Tier 1

9.2.2. Tier 2

9.3. Service Level Agreements

9.4. Asset Data Import

9.5. Workflow & Business Rules

10. IT Service Design

10.1. Draft Procurement Process

10.1.1. Weekly feedback

10.1.2. Quarterly reports

10.1.3. Annual Review

10.2. Draft Incident Process Future State

10.2.1. Process Workflows

10.2.1.1. Map Document Structure

10.2.1.1.1. RFP

10.2.1.1.2. Approval Requirements

10.2.1.1.3. Procurement - Project Management

10.2.1.2. Review.: Documentation & Workflows ITIL Meeting

10.2.2. Project 2

10.2.2.1. Item 1

10.2.2.2. Item 2

10.2.2.3. Item 3

10.3. Asset Management

10.3.1. Identify leased assets

10.3.1.1. Draft asset master inventory sheet

10.3.1.1.1. Resolve Outstanding

10.4. -

10.4.1. Knowledge Management

10.4.1.1. Create knowledge repository

10.4.1.1.1. Develop end-user facing KB’s

10.5. Tier:1 Support - Handoff

10.6. Develop New IT Catalog to address organizational spending habits

10.7. Identify Finance Teams Requirements

11. IT Projects

11.1. Office 365

11.1.1. User Facing Documentation

11.1.1.1. Sharepoint

11.1.1.2. Collaboration MS Team

11.1.1.3. Outlook Funtionality

11.1.1.3.1. Shared Resources

11.2. Cisco Unity Phone Upgrade

11.2.1. User Facing Documentation

11.2.1.1. Video Conferencing

11.2.1.2. New Call Features

11.2.1.3. FAQs

11.2.1.4. Draft Conference Bridge

11.2.1.5. FAQs

11.2.1.6. Draft Conference Bridge

11.2.1.7. FAQs

11.2.1.8. Draft Conference Bridge

11.2.2. IT Technical Documentation

11.2.2.1. Cisco Unity Dashboard

11.2.2.1.1. Account Creation

11.2.2.1.2. Managing End-User Accounts

11.2.3. IT Technical Documentation

11.2.3.1. Cisco Unity Dashboard

11.2.3.1.1. Account Creation

11.2.3.1.2. Managing End-User Accounts

11.2.3.2. Tier:1 Standard Support Documentation

11.3. Cisco Unity Phone System

11.3.1. Infra team is not skilled to execute additional options are needed for long term stability in the organizations ability to professionally do business

11.3.1.1. OPTIONS?

11.3.1.1.1. Reach out to telecomm vendors for assessment

11.3.1.1.2. Reach out to original rep who Kadmon has procured with

11.3.1.1.3. NOTE: This equipment is legacy. additional service contracts will be costly. If installed this could pose a major financial risk

11.4. IT Technical Documentation

11.4.1. Cisco Unity Dashboard

11.4.1.1. Account Creation

11.4.1.2. Managing End-User Accounts

11.5. iManage

11.5.1. IT Project Phase:1

11.5.1.1. Kickoff

11.5.1.1.1. Backend Data Migration

11.5.1.1.2. Training Subject/Support Content

11.5.1.1.3. Knowledge Content Documentation

11.6. KD034 Oroject

11.7. IT Project Management

11.7.1. IT Sprint Planning

11.7.2. Item 2

11.7.3. Item 3

12. Image Management

12.1. Develop Equipment & Image Standards

12.2. Deployment Methods

12.3. Develop Image Update Process

12.4. Warehouse - Storage Space

13. Service Now

13.1. IT Vendor Management

13.1.1. Invoicing:

13.1.1.1. Resolve historic late fees

13.1.2. Managing Vendor Relations

13.1.3. Procurement

13.1.4. Assets

13.2. Prep Test Environment

13.2.1. Dev Update Sets

13.3. Incident Management

13.4. Incident Management

13.4.1. Knowledge Management

13.4.2. Incident Documentation

13.4.3. Triage

13.4.3.1. 91% Resolution

13.4.4. SLA’s

14. Future Plans

14.1. Self Service

14.1.1. Knowledge Base

14.1.1.1. FAQ’s

14.1.1.2. IT Project Related Content

14.1.2. -

14.2. Service Catalogue

14.2.1. Services Offered

14.2.2. ServiceLevel Agreements

14.2.2.1. Response Times

14.2.2.2. Average Speed of Answer

14.2.2.3. Percentage Resolved by Tier 1

14.2.3. Equipment Procurement kk

14.2.3.1. Service Now EDI Purchase Transmission

15. Asset Management

15.1. Procurement Process

15.1.1. RFP’s

15.1.2. Request Types

15.1.3. Approvals

15.1.4. Limits

15.1.5. Invoicing

15.2. Production Standards

15.2.1. Employee Equipment Laptops

15.3. New Vendor Assessment

15.3.1. Planson International

15.3.2. Amazon Business

15.4. 2018 Computer Lineup

16. IT Training & Development

16.1. ITIL

16.1.1. -

16.2. Service Now 101

16.2.1. Train Department

16.3. ITIL Foundation Overview

16.4. iManage

16.4.1. NOTE: On hold requires additional research