Telstra: Analysis of ITSM Adoption in Australian Government Agencies
Added on 2023-06-11
19 Pages4877 Words306 Views
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Running head: TELSTRA
TELSTRA
Name of the student
Name of University
Author note
TELSTRA
Name of the student
Name of University
Author note
1TELSTRA
Executive Summary
The service life cycle starts with understanding customer as well as user demand. On
this, a service portfolio is designed. The services are transitioned into operations where
maintained as well as managed. Continuous improvement in the system keeps the portfolio
updated. ITSM has become the complexity of organizations as well as growing maturity of IT
management. The benefits of this are to aid IT organizations to be more adaptive, cost
efficient, service-oriented, effective and more adaptive. In order to get a better picture Telstra
has commissioned Forrester Consulting to help understand how the Australian government
agencies are adopting key ITSM processes and the issues that organizations are facing in
delivering high quality information and communications technology in order to support
business services.
Executive Summary
The service life cycle starts with understanding customer as well as user demand. On
this, a service portfolio is designed. The services are transitioned into operations where
maintained as well as managed. Continuous improvement in the system keeps the portfolio
updated. ITSM has become the complexity of organizations as well as growing maturity of IT
management. The benefits of this are to aid IT organizations to be more adaptive, cost
efficient, service-oriented, effective and more adaptive. In order to get a better picture Telstra
has commissioned Forrester Consulting to help understand how the Australian government
agencies are adopting key ITSM processes and the issues that organizations are facing in
delivering high quality information and communications technology in order to support
business services.
2TELSTRA
Table of Contents
Executive Summary...................................................................................................................0
Assumptions...............................................................................................................................3
More governance, support and services are required.............................................................3
The service value chain is a priority for the government agencies........................................3
ITSM has been introduced in Australia.................................................................................4
Role of IT is changing............................................................................................................4
Introduction................................................................................................................................5
Analysis of the situation using the Doing Ethics Technique (DET)..........................................5
Analysis of the situation.............................................................................................................5
Analyzing the benefits of ITSM.............................................................................................5
Quality of the services provided by the organization.............................................................6
Security assurance..................................................................................................................6
As-a-service would become the norm....................................................................................7
In order To Be Successful, the Organization Needs ITSM....................................................7
ITSM Requires a Methodology..............................................................................................8
• Assess the current processes............................................................................................8
• Determine what ITSM processes.....................................................................................9
• To develop a work plan...................................................................................................9
• Implement a continual service improvement function..................................................10
Success Factors....................................................................................................................11
Table of Contents
Executive Summary...................................................................................................................0
Assumptions...............................................................................................................................3
More governance, support and services are required.............................................................3
The service value chain is a priority for the government agencies........................................3
ITSM has been introduced in Australia.................................................................................4
Role of IT is changing............................................................................................................4
Introduction................................................................................................................................5
Analysis of the situation using the Doing Ethics Technique (DET)..........................................5
Analysis of the situation.............................................................................................................5
Analyzing the benefits of ITSM.............................................................................................5
Quality of the services provided by the organization.............................................................6
Security assurance..................................................................................................................6
As-a-service would become the norm....................................................................................7
In order To Be Successful, the Organization Needs ITSM....................................................7
ITSM Requires a Methodology..............................................................................................8
• Assess the current processes............................................................................................8
• Determine what ITSM processes.....................................................................................9
• To develop a work plan...................................................................................................9
• Implement a continual service improvement function..................................................10
Success Factors....................................................................................................................11
3TELSTRA
People planning..............................................................................................................11
Process planning.............................................................................................................11
Technology planning........................................................................................................12
Conclusion................................................................................................................................12
Recommendations....................................................................................................................12
Integration............................................................................................................................13
Sell the cost and quality impacts to the senior IT execs......................................................13
Targeting the future..............................................................................................................13
Managing new services........................................................................................................14
A top down approach as well as enough funding is necessary...........................................14
People planning..............................................................................................................11
Process planning.............................................................................................................11
Technology planning........................................................................................................12
Conclusion................................................................................................................................12
Recommendations....................................................................................................................12
Integration............................................................................................................................13
Sell the cost and quality impacts to the senior IT execs......................................................13
Targeting the future..............................................................................................................13
Managing new services........................................................................................................14
A top down approach as well as enough funding is necessary...........................................14
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