nottingham county council uses atlas™ to put itil® on the map
TRANSCRIPT
Case Study
Nottingham County
Council Uses ATLAS™
to Put ITIL® on the Map
Using ATLAS™, we were able to
accelerate the implementation of
a key ITIL® process – completing
deployment in just 11 months.
Alongside access to ITIL content and
resources, ATLAS enabled us to map
our implementation and define key
project milestones.
Gaynor Collins-PunterProgramme Manager, ICT Services, Nottinghamshire County Council
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Background
In 2006 Nottingham County Council adopted a new strategic vision
– All Together Better – and established three key principles to
underpin its performance improvement activities;
to put customers at the heart of everything it does, to deliver
excellent but affordable public services, and to take the lead in
developing strong communities across the county.
To support the Council’s vision of customer-focused value-for-money
services and streamlined service delivery, an ICT change management
programme was initiated. In order to deliver a good value,
fit-for-purpose business service, the decision was taken to adopt an
IT Service Management approach to ICT and introduce IT Infrastructure
Library (ITIL®) processes — a framework of best practice approaches
that facilitate the delivery of high quality IT services.
The challenge
Merging ICT departmental teams to create a centralised ICT function
had already generated £273,000 efficiency gains across ICT.
Now — with new governance and a centralised ICT framework in place
— the race was on to initiate the first successful implementation of an
ITIL process.
“Projects of this nature can be highly time and resource intensive,”
says Gaynor Collins-Punter, Programme Manager, ICT Services at
Nottinghamshire County Council. “We needed to fast track the process
implementation, so we could cost-effectively deliver measurable
benefits to the business as quickly as possible.”
Incident Management had been identified by the Executive and ICT
Management Team as a deployment priority, and would be the first
process delivered by a newly created Project Board. The goal to put in
place an Incident Management process model capable of dealing with
incidents and service requests across the Council, and create
a project template for future ITIL process implementations. The project
team would be under intense scrutiny — what’s more it was working
towards a new model of delivery while the new organisational
structure was being put in place.
Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map
We needed to fast track
the process implementation,
so we could cost-effectively
deliver measurable benefits
to the business as quickly
as possible.
“”
The solution
To fast track the efficient implementation of Incident Management,
the project team elected to use ATLAS™, a knowledge management
environment containing IT management best practices from IT Service
Management experts Pink Elephant.
The ATLAS database contains an extensive repository of resources
including IT service management road maps, customisable process
maps, metrics and reporting templates, operational templates and
project plans, together with examples of IT Service Management
Programme Implementation Plans.
“ATLAS gave us a head start by providing us with a ‘vanilla’ version
of Incident Management we could fine tune to our specific operational
environment,” explains Gaynor. “Alongside this, we gained access to
a variety of resources, including ITIL content, project plans, process
maps and guides — all of which significantly reduced the time and
resources we needed to invest and in creating our own
ITIL implementation programme.”
The project team used the Rapid Deployment Guides contained on
ATLAS, and refined these to create a tailored ITIL deployment model,
and a Process User Group was formed to ratify the sub-processes
and development models for each category, priority and escalation
path. In addition, the project team used ATLAS to access templates to
support the creation of an ARCI (Authorised, Responsible, Consulted,
Informed) model to work with, once all roles were identified in the new
ICT structure.
“ATLAS effectively accelerated our ITIL implementation, providing us
with the tools and documentation which we could then customise
to our own unique ICT environment,” continues Gaynor. “We were
able to review and discuss issues and gain access to a rich source of
expertise as and when we needed it,” confirms Gaynor.
Outcomes
Implementation of the ITIL process within the new ICT function was
completed within 11 months. For Gaynor Collins-Punter — lead sponsor
— and project manager Toni Tedder, ATLAS provided the project team
ATLAS gave us a
head start by providing us
with a ‘vanilla’ version of
Incident Management we
could fine tune to our specific
operational environment.
“”
Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map
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with an implementation blue print that clearly identified
the roles, responsibilities and interdependencies that
needed to be incorporated into the project plan.
“It was like being given access to an IT Service
Management Superstore, with the Rapid Deployment
Guides providing an essential ‘shopping list’ of the
necessary documentation to download and use in the
generation of project deliverables,” confirms Gaynor.
At project closure, and with all processes and work
instructions in place, an Incident Manager was
appointed. Currently, plans are underway to implement
further ITIL processes, using the ATLAS resource to
define and build these prior to implementation.
“Using the resources contained in ATLAS we were able
to gain clear direction about how we should proceed,
what areas we needed to consider, and identify the
operational stepping stones to achieving our ultimate
goal,” concludes Gaynor.
Pink Elephant – Leading the way in IT Management Best Practices
www.pinkelephant.com
© Pink Elephant Inc., 2008. The contents of this brochure are protected by copyright and cannot be reproduced in any manner. Pink Elephant and its logo, PinkVerify, PinkScan, PinkAtlas, PinkSelect, and PinkReady are either trademarks or registered trademarks of Pink Elephant Inc. ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the US Patent and Trademark Office. PRINCE2® is a registered trademark of the OGC.
Key achievements
• Implemented Incident
Management and Service
Requests for Nottinghamshire
County Council in just 11 months
• Significantly reduced the
resource costs associated with
the delivery of a best practice
ITIL process implementation
• Creation of a Procedural
Manual for Incident and
Request Management which
will facilitate
cross-departmental working,
ensuring all personnel
understand their roles
and responsibilities
Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map