Conception and development of ITSM processes within the framework of IT consolidation for IT shared services


Result
As part of a large-scale IT consolidation programme in the public sector, IT service management (ITSM) processes in the area of IT shared services strategy were successfully redesigned. The developed processes provide a strategic foundation for more efficient, coordinated, and future-oriented IT shared services. Through the close involvement of subject matter experts from multiple departments, a high level of acceptance and a robust, practical process standard were achieved.
Initial situation & Challenge
Measures & Project approach
Deliverables
Process documentation (graphical according to BPMN standard and textual)
Workshop documentation including accompanying presentations
Objective descriptions for main and subprocesses
Agreed inputs and outputs of process steps
Role and responsibility descriptions for all processes
Process interface matrix for coordinating adjacent processes
Success factors

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