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Introduction of a service management tool as per ITIL
Project duration: 8 months
Brief description
In the context of the customer's overall project, the test documentation database currently being used is to be phased out and replaced by an ITIL-compliant standard software from TOPdesk. The higher aim of the introduction of the service management tool is to create transparency. The first project goal is to carry out comprehensive product research. This is followed by evaluating and assessing individual tools. A range of products are to be grouped together and the head of IT shall select and then introduce a software package. The introduction primarily comprises customizing the application and training the IT employees.
Supplement
The standard software to be introduced is the TOPdesk Enterprise version from TOPdesk GmbH. The tool is a help desk software based on ITIL, in which inbound messages – called incidents according to ITIL – are registered and processed. Any problems or changes are defined on the basis of the incidents. TOPdesk Enterprise is web-based and runs in an MS SQL 2005 database environment.
Subject description
In the medium term, the internal IT processes are to be adjusted to the ITIL standard. The introduction shall fundamentally support alignment with ITIL. The IT Infrastructure Library (ITIL for short) describes the processes necessary to operate an IT infrastructure. In ITIL, the processes are not oriented towards the technology but rather to the services provided by IT operations.
Overview
- Industries energy
- Specialist tasks QS: Selection of tools and rollout, servicing, test management
- DV tasks standard software launch
- System environment Client/Server
- Procedure model customer standard
- Databases MS SQL Server
- Operating systems Windows 2003, Windows XP
- Standard software TOPdesk Enterprise
Project period05.09.2006 - 30.04.2007
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