ITIL Case StudySyriatel Mobile Telecom

Applying IT Service Management System Axios Assyst

Agenda

Introduction

IT Services in Syriatel

Challenges and Problem

Objective & Vision

ITSM Implementation

Advantages

ITSM

• ITSM in process based approach to aligning IT service with the needs of the corporate forces to delivery services effectively and efficiency

IT Services in Syriatel

Main IT Services in Syriatel

IT Help Desk

IT Service (Network &

Infrastructure, Hardware &

Software)

MIS Operation Services (System Administration

& DBA)

Information Analysis and

Reporting Services

Enterprises Application

(ERP, Application

Management and Business Process

Automation)

Challenges & Problems

Low Performance & Low quality

No Process (Overlapping

Roles)

Limited Integration

Information not updated

and Not Synced

Objective & Vision

•PCs•Servers•Software

Assets Management

•Requests•Cycle Approvals•Service level agreement

Services Management

•Response Time•Incidents Record•Incidents Impact

Incidents Management

Objective & Vision

ITSM Implementation

CMDB

Ticketing & WF

Service Level Management

CMDB

• IT assets configurations• Assets lifecycle • Assets ownership and Custody• Users management• Service Departments Management

Services Management

• Service Requests Management• Services Catalog (Active services, retired and visibility control)• Business Process according to Syriatel policies and procedures

Incidents Management

• Fast Response• Incident Record• Knowledgebase• Incident request with dynamic workflow based on the service and affected IT assets

Service Level Management

• Timeframe• Performance Measurement

ITSM Implementation

ITSM for Non-IT services

HR Finance Marketing

SSD Customer Service Legal

Procurement Technical Administration

ITSM for Non-IT services

ITSM for Non-IT services• Deliver customer value and outcomes• Quality of service• Performance Management• Best Practice to improve business process• Service oriented business process

Statistics Per Day

787Ticket

91Incident

1,366Task

Statistics of 2018

27,350Incidents

409,799Tasks

236,183Ticket

Business Growth

1,571User

208Service

Department

1,496Service Offering

40,865Items