Posted: Wed Jun 22, 2011 10:59 pm Post subject: New Support Model
I've recently been tasked with defining a support model for a suite of applications that are aligned to a specific Business Unit within my organisation.
It seems like an end to end requirement - rules of engagement between levels of support, integration with exisiting ITIL processes, rules of engagement with external vendors, general definition of roles and responsibilities..
I'm still in the data gathering stage at the moment, which fundamentally involves 1-2-1 conversations with Subject Matter Experts for the area, though I still haven't properly decided on how to tackle this.
I'm unsure if I should just approcah this from a service-catalogue angle, using it as a foundation to map the support relationships for all the technology in support and catergorise their importance.....or maybe i'm missing a better way? Any suggestions?
I'm contemplating managing this deliverable formally as a project, to ensure it has structure. Do you think this is a good idea, given the nature of what I'm trying to deliver (not actually a product, but a process?)
Looking forward to some interesting discussion on this
Joined: Sep 16, 2006 Posts: 3536 Location: London, UK
Posted: Thu Jun 23, 2011 11:58 pm Post subject:
You did come to the right place.
The problem is you have very broad questions that you want either a) answers or b) advice
The additional problem is context and the assumption from us posters as to your level of knowledge re ITIL BP.
There are a lot of people who come here expecting answers to questions that are straight out of the book or can be answered from experience w/out using ITIL as either a guide or road map
So if someone w/ little experience asks rather larger process / procedural questions like you have, some of us - me included - wonder about their knowledge and look at their questions as fishing for free consulting
Now that 'we' know that you have BTDT, the answers will be more advice
Do it as a project is a given.
Find out the services being provided
Work on the core ones first - incident, config, release (change will come .... haha), then problem and the rest will follow
use your knowledge and experience to do the project planning for gett ing the info about the services and how they expect to receive the service and how they expect the service to be supported as well as how the people supporting the service can support the service
I have always noticed that there is usually a chasm (not gap) there
Please stay. check out the various forums and read soeme of the more tactful and nice responses.
NOTE: None of those will be mine. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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