IT Service Delivery Roadmap

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

1. Service-Now Re-implementation

1.1. HR Module

2. Employee Self-Service Portal

2.1. Knowledge base

2.1.1. News Widget

2.1.2. Travel Form

2.2. Service Catalog

2.2.1. End-User Product Cat

2.2.2. 2019 Computer Lineup

2.2.2.1. Loaner Requests

2.2.3. IT Services

2.2.3.1. Teleworkers Package

2.2.3.2. New Hire Package

2.3. Service Dashboard

2.4. IT Profiles & .Org Chart

3. Develop SN Changes in Dev

4. Instance Configuration (Incident Management)

4.1. Taxonomy

4.2. Workflows

4.3. Notifications

5. Build Out Knowledge Categories

6. Service Level Agreements

7. Asset Data Upload

8. Configuration Changes

8.1. Notification Workflows

8.1.1. Incident Recieved

8.1.2. Incident Assighned

8.1.3. Unassigned Incidents to Tier 1

8.1.4. SMS Outage Notification IT Wide

8.1.5. Incidents Untouched 3 Days +

8.2. Support Groups

8.2.1. Tier 1

8.2.2. Tier 2

8.3. Service Level Agreements

8.4. Asset Data Import

8.5. Workflow & Business Rules

9. IT Service Design

9.1. Draft Procurement Process

9.1.1. Weekly feedback

9.1.2. Quarterly reports

9.2. Draft Incident Process Future State

9.2.1. Process Workflows

9.2.1.1. Map Document Structure

9.2.1.1.1. RFP

9.2.1.1.2. Approval Requirements

9.2.1.1.3. Procurement - Project Management

9.2.1.2. Review.: Documentation & Workflows ITIL Meeting

9.2.2. Project 2

9.2.2.1. Item 1

9.2.2.2. Item 2

9.2.2.3. Item 3

9.3. Asset Management

9.3.1. Identify leased assets

9.3.1.1. Draft asset master inventory sheet

9.4. -

9.4.1. Knowledge Management

9.4.1.1. Create knowledge repository

9.4.1.1.1. Develop end-user facing KB’s

9.5. Tier:1 Support - Handoff

10. IT Projects

10.1. Office 365

10.1.1. User Facing Documentation

10.1.1.1. Sharepoint

10.1.1.2. Collaboration MS Team

10.1.1.3. Outlook Funtionality

10.1.1.3.1. Shared Resources

10.2. Cisco Unity Phone Upgrade

10.2.1. User Facing Documentation

10.2.1.1. Video Conferencing

10.2.1.2. New Call Features

10.2.1.3. FAQs

10.2.1.4. Draft Conference Bridge

10.2.1.5. FAQs

10.2.1.6. Draft Conference Bridge

10.2.1.7. FAQs

10.2.1.8. Draft Conference Bridge

10.2.2. IT Technical Documentation

10.2.2.1. Cisco Unity Dashboard

10.2.2.1.1. Account Creation

10.2.2.1.2. Managing End-User Accounts

10.2.3. IT Technical Documentation

10.2.3.1. Cisco Unity Dashboard

10.2.3.1.1. Account Creation

10.2.3.1.2. Managing End-User Accounts

10.2.4. IT Technical Documentation

10.2.4.1. Cisco Unity Dashboard

10.2.4.1.1. Account Creation

10.2.4.1.2. Managing End-User Accounts

10.2.4.2. Tier:1 Standard Support Documentation

10.3. iManage

10.3.1. IT Project Phase:1

10.3.1.1. Kickoff

10.3.1.1.1. Backend Data Migration

10.3.1.1.2. Training Subject/Support Content

10.3.1.1.3. Knowledge Content Documentation

10.4. KD034 Oroject

10.5. IT Project Management

10.5.1. Item 1

10.5.2. Item 2

10.5.3. Item 3

11. Image Management

11.1. Develop Equipment & Image Standards

11.2. Deployment Methods

11.3. Develop Image Update Process

11.4. Warehouse - Storage Space

12. Service Now

12.1. IT Vendor Management

12.1.1. Invoicing:

12.1.2. Managing Vendor Relations

12.1.3. Procurement

12.1.4. Assets

12.2. Prep Test Environment

12.2.1. Dev Update Sets

12.3. Incident Management

12.4. Incident Management

12.4.1. Knowledge Management

12.4.2. Incident Documentation

12.4.3. Triage

12.4.4. SLA’s

13. Future Plans

13.1. Self Service

13.1.1. Knowledge Base

13.1.1.1. FAQ’s

13.1.1.2. IT Project Related Content

13.1.2. -

13.2. Service Catalogue

13.2.1. Services Offered

13.2.2. ServiceLevel Agreements

13.2.2.1. Response Times

13.2.2.2. Average Speed of Answer

13.2.2.3. Percentage Resolved by Tier 1

13.2.3. Equipment Procurement kk

13.2.3.1. Service Now EDI Purchase Transmission

14. Asset Management

14.1. Leased Equipment

14.1.1. Asset Tagging

14.1.2. Lease Strategy

14.1.3. Image Maintenance & Deployment

14.2. Procurement Process

14.2.1. RFP’s

14.2.2. Request Types

14.2.3. Approvals

14.2.4. Limits

14.2.5. Invoicing

14.3. Production Standards

14.3.1. Employee Equipment Laptops

14.4. New Vendor Assessment

14.4.1. Planson International

14.5. 2018 Computer Lineup

15. IT Training & Development

15.1. ITIL

15.1.1. -

15.2. Service Now 101

15.3. ITIL Foundation Overview

15.4. iManage

15.5. Cisco Unity Phone System