PURPOSE
The purpose of this is to provide a framework which details the people, process and technology plans for the service delivery team.
APPROACH
This plan will cover the following
Strategy: this is your organization's plan for building and maintaining a competitive advantage over its competitors.
Structure: this how your company is organized (that is, how departments and teams are structured, including who reports to whom).
Systems: the daily activities and procedures that staff use to get the job done.
Shared values: these are the core values of the organization, as shown in its corporate culture and general work ethic. They were called superordinate goals when the model was first developed.
Style: the style of leadership adopted.
Staff: the employees and their general capabilities.
Skills: the actual skills and competencies of the organization's employees.
HOW WE WILL DELIVER CHANGE FOR EACH KEY SERVICE
SERVICE DESK BREAK-FIX PLAN 2020 2023
What is this: Repairing, upgrading, patching broken hardware, software. Example: repair of faulting mouse, keyboard, till, scanner. Aim: This should be nil (no problems because training already done and departmental super-user will resolve most problems) but where there are problems they should be resolved quickly
Key Issues and Summary need for change
We need to be able to.
Currently we do not have.
A critical requirement is
Headline goals
| Timeframe | People Ambition | Processes Ambition | Technology Ambition | Reporting and KPIs Available |
| Example | Trained …. Qualified…. | Will be able to.. Have processes for… | An updated…. Replaced ….. Patched…. | Weekly reporting on… Monthly reporting on… Quarterly reporting on… |
| Current | ||||
| In 6 months | ||||
| In 12 months | ||||
| In 24 months | ||||
| In 36 months |
People summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Training | ||||
| Qualification | ||||
| Accreditations | ||||
| Capacity | ||||
| Add | ||||
| Add |
Service / Process summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| ITIL Standard | ||||
| C2M2 Standard | ||||
| Add |
Technology summary of activities / goals
| System / Solution / Service | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Telephone | ||||
| CRM | ||||
| Add | ||||
| Add |
SERVICE DESK SUPPORT PLAN 2020 - 202x
What is this: Providing advice, guidance, support on products or services which are not actually broken. Example: What to buy, how to install, where to find. Aim: This should be nil (no guidance needed because training already done and departmental super-user will resolve most problems) but where there are problems they should be resolved quickly
Key Issues and Summary need for change
We need to be able to.
Currently we do not have.
A critical requirement is
Headline goals
| Timeframe | People Ambition | Processes Ambition | Technology Ambition | Reporting and KPIs Available |
| Example | Trained …. Qualified…. | Will be able to.. Have processes for… | An updated…. Replaced ….. Patched…. | Weekly reporting on… Monthly reporting on… Quarterly reporting on… |
| Current | ||||
| In 6 months | ||||
| In 12 months | ||||
| In 24 months | ||||
| In 36 months |
People summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Training | ||||
| Qualification | ||||
| Accreditations | ||||
| Capacity | ||||
| Add | ||||
| Add |
Service / Process summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| ITIL Standard | ||||
| C2M2 Standard | ||||
| Add |
Technology summary of activities / goals
| System / Solution / Service | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Telephone | ||||
| CRM | ||||
| Add | ||||
| Add |
SERVICE DESK TRAINING PLAN 2020 - 202x
What is this: Providing ad-hoc training. Example: How to use an application (Excel, Open Accounts) or tool (scanner, printer).Aim: This should be nil (no training needed because training dept or departmental super-user will handle this) but where there are problems they should be resolved quickly
Key Issues and Summary need for change
We need to be able to.
Currently we do not have.
A critical requirement is
Headline goals
| Timeframe | People Ambition | Processes Ambition | Technology Ambition | Reporting and KPIs Available |
| Example | Trained …. Qualified…. | Will be able to.. Have processes for… | An updated…. Replaced ….. Patched…. | Weekly reporting on… Monthly reporting on… Quarterly reporting on… |
| Current | ||||
| In 6 months | ||||
| In 12 months | ||||
| In 24 months | ||||
| In 36 months |
People summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Training | ||||
| Qualification | ||||
| Accreditations | ||||
| Capacity | ||||
| Add | ||||
| Add |
Service / Process summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| ITIL Standard | ||||
| C2M2 Standard | ||||
| Add |
Technology summary of activities / goals
| System / Solution / Service | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Telephone | ||||
| CRM | ||||
| Add | ||||
| Add |
STRATEGY, CHANGE, PROJECT AND BUSINESS PLANNING SUPPORT PLAN 2020 - 202x
What is this: Providing input into Strategy, Change, Project And Business Planning Support. This may be at the pre-project stage (Strategy Business Planning) or project stage (discussion, design, development, delivery, deployment etc.) Aim: This should be reported through the Project Manager / Sponsor to the PMO. Nonetheless the IT Team will keep a record of the people and hours committed to this work.
Key Issues and Summary need for change
We need to be able to.
Currently we do not have.
A critical requirement is
Headline goals
| Timeframe | People Ambition | Processes Ambition | Technology Ambition | Reporting and KPIs Available |
| Example | Trained …. Qualified…. | Will be able to.. Have processes for… | An updated…. Replaced ….. Patched…. | Weekly reporting on… Monthly reporting on… Quarterly reporting on… |
| Current | ||||
| In 6 months | ||||
| In 12 months | ||||
| In 24 months | ||||
| In 36 months |
People summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Training | ||||
| Qualification | ||||
| Accreditations | ||||
| Capacity | ||||
| Add | ||||
| Add |
Service / Process summary of activities / goals
| Theme | In 6 months | In 12 months | In 24 Months | In 36 Months |
| ITIL Standard | ||||
| C2M2 Standard | ||||
| Add |
Technology summary of activities / goals
| System / Solution / Service | In 6 months | In 12 months | In 24 Months | In 36 Months |
| Telephone | ||||
| CRM | ||||
| Add | ||||
| Add |
ORGANISATION STRUCTURE / ROLES
| Role | Who | Current Skills/ Qualification | Development Plan |
| HEAD OF ABC | |||
| = JUNIOR ABC | |||
| = APPENTICE ABC | |||
| HEAD OF DEF | |||
| = JUNIOR DEF | |||
| = APPENTICE DEF |
SYSTEM STRUCTURE
| Function | Current System | Issues/ Factors (Life, Cost, Age, Reliability) | Development Plan |
| FINANCE SYSTEM | |||
| HR SYSTEM | |||
| CRM SYSTEM |
SERVICE
| Function | Current Status | Issues/ Factors (Life, Cost, Age, Reliability) | Development Plan |
| SERVICE DESK BREAK-FIX PLAN 2020 – 202x What is this: Repairing, upgrading, patching broken hardware, software. Example: repair of faulting mouse, keyboard, till, scanner. | |||
| SERVICE DESK SUPPORT PLAN 2020 - 202x What is this: Providing advice, guidance, support on products or services which are not actually broken. Example: What to buy, how to install, where to find. | |||
| SERVICE DESK TRAINING PLAN 2020 - 202x What is this: Providing ad-hoc training. Example: How to use an application (Excel, Open Accounts) or tool (scanner, printer).Aim | |||
| STRATEGY, CHANGE, PROJECT AND BUSINESS PLANNING SUPPORT PLAN 2020 - 202x What is this: Providing input into Strategy, Change, Project And Business Planning Support. |
