IT Service Management

Adapting Best Practice to Customer Need

SAIC is a leader in developing and executing service management process improvement that adds new and improved processes and procedures to the organizational culture. Our approximately 1,100 certified Information Technology Infrastructure Library (ITIL®) staff implement and manage service management projects that improve service delivery capabilities, and enable ISO/IEC 20000 certification where it is appropriate to our customer's needs.

SAIC's process experts assess your service delivery and service management capabilities. We recommend best practices and best practice frameworks that will be most beneficial to meeting your organization’s service management and service delivery requirements.

We work closely with you to prioritize improvement activities to address the areas with the greatest potential for return such as lower cost, greater customer/user satisfaction or more responsive and reliable service provision. We can manage process improvement tasks and projects to help your organization receive the expected returns on the investment in improvements.

Improving Service Management using ITIL®

We develop a comprehensive service management plan that outlines the processes and capabilities required to increase reliability and effectiveness as a managed-service provider. The ITIL is a set of concepts and practices for managing IT services (ITSM), IT development and IT operations.

As SAIC works with our customers to develop and execute service management plans, we tailor them to specific organizational and mission requirements to improve processes and where necessary, develop new ITIL conformant processes.

Our approach produces a service management program that enables the customer to operate as a best-practice managed-service provider on which customers can rely to provide agreed services at agreed service levels. Customers can respond to changing service requirements with minimal disruption to established service.

The SAIC team develops a draft ITSM plan by analyzing the current service management process infrastructure and capabilities, using ISO 20000 requirements and ITIL v3 life-cycle elements and processes as a guideline. This analysis establishes a baseline of the current process maturity and capability and enables the development of an ITSM strategy consistent with the specific needs of the organization. By understanding current maturity against ISO and ITIL guidelines, our customers can set priorities to advance current process and develop new capabilities to design, transition and operate services.

Analysis and Documentation:

• Stakeholder Interviews — interview customers and users of services as well as key members of the service delivery team.
• Documentation Reviews — examine current process documentation such as change configuration and release policies and plans; service catalogs; incident, problem, and knowledge management practices, SOPs and other process and procedure documentation.
• Document Initial Requirements — using ISO 20000 and ITIL v3 best practice guidance, we identify service management life-cycle and process requirements consistent with delivering desired service levels.

Gap Analysis: By comparing service management requirements to the ISO 20000 and ITIL v3 guidance, our team identifies a set of capability and process gaps and addresses them using targeted actions to increase process maturity and tailor the best-practice guidance to organizational needs.

Agreement on Priorities: Once we have completed the gap analysis, we develop a Service Management Implementation Plan to prioritize improvement efforts, and tailor processes and capabilities to specific customer requirements.

The control processes of change, configuration and release will add stability and reduce service risk. The warranty processes of availability, capacity continuity and supplier management will contribute to reliable service assurance.

A master plan will outline and sequence the development of improved service management capabilities and processes. It will include the initial process development or improvement plans for the high-priority processes, and follow-on plans for developing or improving the related additional support processes.

The Results

Individual process development plans determine, identify, and develop items such as:

• The process scope
• Organization-specific critical success factors
• Key process owners and managers
• Communications plans to promote and support implementation of processes
• Process roles and responsibilities
• Procedures and work instructions
• Documentation of ITSM tool requirements
• Integration of process workflows into ITSM tools
• Training and awareness
• Metrics plans to identify key performance indicators (KPIs) and specify monitoring, measurement, and reporting
• Continual process improvement activities