Documente Academic
Documente Profesional
Documente Cultură
Lasse Koch
Reporting Manager
Damco International
Peter Ravnholt
Service Management Consultant
BusinessNow
Focus on
Global support organization
Guiding principles
Roll-out / adaptation
Sourcing of AM resources Pace over perfection
(late 2013) One ITSM tool
Transparency
Creating transparency
Maturity Focus on Doing more with less
Quality NGAs
Efficiency/savings Building the Unified processes
essentials (2013) One SM Tool
Reporting
Focus on
Global Applications and Global
Infrastructure
Central Organization
Unified processes
One SM Tool
Creating transparency
Communication
Stakeholder
Analysis Data Plan Data scope Data load Snow Support
Engagement Com Plan Quality Data verification ITIL Users User Amin
Model Training Plan Responsibility Sign off Super Users
XML
Regional
Super
User Damco Vendor
Assignment ITSM Tool
groups
Vendor Y
Self Service Portal
Super
User
Application
Support Vendor
Assignment
groups
Engagement Model:
Users A model showing the interfaces between the Vendor X
Customer Environment customers/users, Super Users, Application
Support and Vendors
Requirements Service
IT/Business description CI Components CI Components
Acceptance Architecture Relationships Relationships
Know your stakeholders and ensure engagement & communication with them
Ensure that data collection is based on standards and defined validation criteria's