ITIL-Experte

Beschreibung

ITIL-Experte

Main task: Build Consolidated ITIL Service Catalogue and Propose an Optimization of the IT structure at the client

Start: 01.07.2012

Duration: 3 months

Location: Munich

The contractor shall build a consolidated service catalogue including the services of all five IT groups. These IT groups have developed service catalogues but in very different formats and level of detail. The contractor shall define a standard format that allows integrating the services of all five IT groups and create a consolidated service catalogue. The consolidated service catalogue shall show the dependencies between the groups and identify service duplications.

As an example, one of the largest service catalog contains around 40 business services and 70 technical services.

The goals of this activity:

• Build a common and consolidated ITIL Service Catalogue including the services of all five IT groups.
• Identify the dependencies and relationship between the Business Services and Technical Services according to ITIL of the five IT groups
• Identify overlap or duplication of Business Services and Technical Services of the five IT groups

Deliverables of the contractor:

• Common and consolidated ITIL Service Catalogue of all five IT groups describing the status quo
• Each Business Services and Technical Services is described with at least the following information: service description (including service coverage and limitation), customer, user group, service owner (if defined), contact information (eg Helpdesk)
• Description of service overlap or duplication between the five IT groups
• Presentation of the results at client

TASK 2 Propose an Optimization of the IT structure at client

Based on the results of Activity 1, the contractor shall develop optimization strategies for the organization of the IT services at client.

The goals of this activity are:

• Propose changes to the internal IT structure (eg number of groups, location of services) taking into account the needs of the organization, the geographical location, the interfaces involved, the domains of expertise, and the perspective of the IT users, both internal and external
• The proposed changes shall lead to a minimization of IT service duplications as well as of interfaces
• Develop the optimization strategy together with the input of the relevant client´s Division Heads

The following types of changes are not within the scope of the contract:

• Scope of work of the current outsourcing contracts
• Technical choices and standards adopted by the organization

Information and resources provided by client:

• Meetings/clarifications with the relevant group heads of the five IT groups, as well as with clien´t´s internal customers of all the various IT services upon request by the contractor.
• Relevant client´s Directors and Division Heads are available for a 0.5 day workshop