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 Level Agreements

3. Asset Data Upload

4. Configuration Changes

4.1. Notification Workflows

4.1.1. Incident Recieved

4.1.2. Incident Assighned

4.1.3. Unassigned Incidents to Tier 1

4.1.4. SMS Outage Notification IT Wide

4.1.5. Incidents Untouched 3 Days +

4.2. Support Groups

4.2.1. Tier 1

4.2.2. Tier 2

4.3. Service Level Agreements

4.4. Asset Data Import

4.5. Workflow & Business Rules

5. Image Management

5.1. Develop Equipment & Image Standards

5.2. Deployment Methods

5.3. Develop Image Update Process

5.4. Warehouse - Storage Space

6. Service Now

6.1. IT Vendor Management

6.1.1. Invoicing:

6.1.1.1. Resolve historic late fees

6.1.2. Managing Vendor Relations

6.1.3. Procurement

6.1.4. Assets

6.2. Prep Test Environment

6.2.1. Dev Update Sets

6.3. Incident Management

6.4. Incident Management

6.4.1. Knowledge Management

6.4.2. Incident Documentation

6.4.3. Triage

6.4.3.1. 91% Resolution

6.4.4. SLA’s

7. Asset Management

7.1. Procurement Process

7.1.1. RFP’s

7.1.2. Request Types

7.1.3. Approvals

7.1.4. Limits

7.1.5. Invoicing

7.2. Production Standards

7.2.1. Employee Equipment Laptops

7.3. New Vendor Assessment

7.3.1. Planson International

7.3.2. Amazon Business

7.4. 2018 Computer Lineup

8. Service-Now Re-implementation

8.1. HR Module

9. Employee Self-Service Portal

9.1. Knowledge base

9.1.1. News Widget

9.1.2. Travel Form

9.2. Service Catalog

9.2.1. End-User Product Cat

9.2.2. 2019 Computer Lineup

9.2.2.1. Loaner Requests

9.2.3. IT Services

9.2.3.1. Teleworkers Package

9.2.3.2. New Hire Package

9.3. Service Dashboard

9.4. IT Profiles & .Org Chart

10. Develop SN Changes in Dev

11. Instance Configuration (Incident Management)

11.1. Taxonomy

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

11.2. Workflows

11.2.1. Develop workflows to service portal and internal IT process

11.3. Notifications

11.3.1. Means to engage end users and set expectations

12. Build Out Knowledge Categories

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. IT Projects

14.1. Office 365

14.1.1. User Facing Documentation

14.1.1.1. Sharepoint

14.1.1.2. Collaboration MS Team

14.1.1.3. Outlook Funtionality

14.1.1.3.1. Shared Resources

14.2. Cisco Unity Phone Upgrade

14.2.1. User Facing Documentation

14.2.1.1. Video Conferencing

14.2.1.2. New Call Features

14.2.1.3. FAQs

14.2.1.4. Draft Conference Bridge

14.2.1.5. FAQs

14.2.1.6. Draft Conference Bridge

14.2.1.7. FAQs

14.2.1.8. Draft Conference Bridge

14.2.2. IT Technical Documentation

14.2.2.1. Cisco Unity Dashboard

14.2.2.1.1. Account Creation

14.2.2.1.2. Managing End-User Accounts

14.2.3. IT Technical Documentation

14.2.3.1. Cisco Unity Dashboard

14.2.3.1.1. Account Creation

14.2.3.1.2. Managing End-User Accounts

14.2.3.2. Tier:1 Standard Support Documentation

14.3. Cisco Unity Phone System

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

14.3.1.1. OPTIONS?

14.3.1.1.1. Reach out to telecomm vendors for assessment

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

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

14.4. IT Technical Documentation

14.4.1. Cisco Unity Dashboard

14.4.1.1. Account Creation

14.4.1.2. Managing End-User Accounts

14.5. iManage

14.5.1. IT Project Phase:1

14.5.1.1. Kickoff

14.5.1.1.1. Backend Data Migration

14.5.1.1.2. Training Subject/Support Content

14.5.1.1.3. Knowledge Content Documentation

14.6. KD034 Oroject

14.7. IT Project Management

14.7.1. IT Sprint Planning

14.7.2. Item 2

14.7.3. Item 3

15. IT Service Design

15.1. Draft Procurement Process

15.1.1. Weekly feedback

15.1.2. Quarterly reports

15.1.3. Annual Review

15.2. Draft Incident Process Future State

15.2.1. Process Workflows

15.2.1.1. Map Document Structure

15.2.1.1.1. RFP

15.2.1.1.2. Approval Requirements

15.2.1.1.3. Procurement - Project Management

15.2.1.2. Review.: Documentation & Workflows ITIL Meeting

15.2.2. Project 2

15.2.2.1. Item 1

15.2.2.2. Item 2

15.2.2.3. Item 3

15.3. Asset Management

15.3.1. Identify leased assets

15.3.1.1. Draft asset master inventory sheet

15.3.1.1.1. Resolve Outstanding

15.4. -

15.4.1. Knowledge Management

15.4.1.1. Create knowledge repository

15.4.1.1.1. Develop end-user facing KB’s

15.5. Tier:1 Support - Handoff

15.6. Develop New IT Catalog to address organizational spending habits

15.7. Identify Finance Teams Requirements

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