ITSM

Project Description

The project concerned the development and maintenance of a solution for managing all the ITIL v3 Best Practice Processes using BMC ITSM Suite. OTE Group has established processes as the following, for the services that OTE Group’s customers supports:

• Incident and Problem Management
• Change and Release Management
• Service Level Management
• CMDB and Asset Management.
• Service Request Management
• Work Order Management

The project concerned the following operations:

• Definition and management of service catalog.
• Definition and management of service catalog
• Use of requestor console for end users / customers
• Knowledge base per service
• Management of Configuration Items (Cis) per service
• Management of service entities (internal departments, external providers)
• Contract management per service
• Definition of performance indicators per service about service level management
• Support of the service desk center for receiving users’ requests and incidents
• Change management per service
• Event & problem management per service
• Release management per service
• Service configuration management
• Development of dashboard per service
• Management of availability and capacity per service.

Specifically, every time that a request is submitted, after the approval flow a ticket is created according the fulfillment process. An incident/ Work Order or change is created to be resolved. The OTE Group’s dispatcher assign the ticket to the proper external partner.

Business Benefits

• Centralized management of all the customers and contracts.
• KPIs and Reports that are sent to the customers from OTE’s System. Those reports from SLA are controlled by OTE.
• The BMC incident management process restores normal service operation as quickly as possible with minimum disruption to the business, to ensure that the highest levels of availability and service are maintained.
• The BMC problem management process reduces the number of incidents; either proactively, by preventing them from happening, or reactively, by preventing them from happening again.
• BMC Service Level Management enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business using service level agreements, and provide the correct level of service to meet those needs.
• Standardized catalog of requests — A web user interface, users can review the available requests to which they are entitled, submit requests, and see their status online
• Integration of request catalog with fulfillment processes — Requests are transparently connected to fulfillment processes and providers to ensure that service delivery is consistent and cost effective.
• Tracking and management of requests from start to finish.