How do you meet daily IT demands and still
drive the business?
You do it with Enterprise IT Management, the effective approach
to managing the requirements placed on IT by the business.
By combining best practice IT processes, such as ITIL and
Prince II through an integrated IT Programme Management solution
you get a shared view of all resources, Programme, project and
tasks across your entire IT Department. Through better information
on where and why resources are being used can you begin to
understand how you can do more with less. Through efficient
use of resources aligned to the business needs you can begin
to meet the daily demands on IT and help drive business growth.
Enterprise IT Management is an effective approach to managing
the requirements placed on IT by the business. By combining
best practice IT processes, such as ITIL and Prince 2 through
an integrated web based IT Programme Management solution you
get a shared view of all resources, Programmes, projects and
tasks across your entire IT Department or Organisation. Only
through better information on where and why resources are
being used can you begin to understand how you can do more
with less. With efficient use of resources aligned to the
business needs you can meet the daily demands on IT and help
drive business growth.
Sterling Key Enterprise IT Management is a comprehensive integrated
solution of best practice measures, processes, systems and
services, spanning the complete IT Department. Our company
focus is to deliver benefit to our customers by improved visibility,
control and management of workload and resource.
We recognise that benefits are achieved by the deployment
of improved processes and new ways of working enabled by an
appropriate system. We agree a realistic phased deployment,
recognising the desired vision and current maturity. Continuous
improvement is a strong theme of our approach. The Key Performance
Indicators (KPI's) which are a natural output of the system
provide appropriate measures and targets.
This integrated solution captures and controls the total
workload of all types and sizes, from a support call, through
to a large project, enabling work stream management. The system
supports and encourages a pro-active approach to your internal
customers. The concept of Internal Customer Account Management
can be implemented effectively. The IT Department builds stronger,
broader and higher level relationships with the Business Divisions.
These business relationships result in a better understanding
of business issues, future plans and day to day priorities,
increasing value. The incoming workload is more stable improving
delivery adherence and customer satisfaction. The team's business
awareness and effectiveness increases, raising their profile,
influence and credibility within the business.
The screen shot above shows
the web interface for the registration & management of
Programmes & projects. Projects would typically be entered
into the system initially as single line entries for long
range forecasting and resource planning. As a project progresses
from tentative into an authorised project greater detail can
be added. Projects in flight show progress with drill down
capability to the lowest level. Traffic lights, risk status
and priority help identify the critical projects and issues
from the whole project register quickly.
The system recognises that work can range from a small project
involving one team and a handful of tasks through to a major
business change project. The system reduces the current administrative
burdens involved in workload, team and project management.
Benefits to the IT Team are significant. Senior Management
time is released to strategic planning and proactive management.
Project plans are built up quickly and easily from scratch
or using the standard plan and lifecycle library to re-use
best practice. A Microsoft Project Interface is provided if
required. The release of deliverables (work packages or products)
and the management of work in progress through to completion
is a key strength of the system. Simple consistent management
methods and principles are employed to optimise delivery on
time and on budget. Prince 2 and other methodologies are supported.
The screen shot above shows
the project detail interface. In addition to navigating the
project Gantt chart, the user can view and amend specific
project information.
Many organisations have a mature and stable service desk
application, our EITM solution has been designed to integrate
into existing service desk applications. Service incidents
and other work managed under an ITIL methodology would be
managed in the existing service desk. Programme and project
related work managed under a Prince 2 type project methodology
would be managed in EITM. Our integrated EITM solution provides
management, project managers, team leaders and team members
with an integrated view of workload and resource loading at
the appropriate level from both service and project related
work.
If required, Sterling Key can provide a service delivery module
that supports ITIL best practices. Call logging is fast and
simple. Service Level Agreements can be defined and managed
for both internal and external support groups. Comprehensive
functionality and flexible configuration ensure it is able
to fit all organisations. Asset and configuration management
are standard, along with a knowledge database and root cause
analysis.
Having all the workload in one system enables effective
resource management. In addition other types of activity can
be added to consume capacity for example support rotas and
holidays. The forward planning process takes team and individual
capacities into consideration. This enables a step change
in improvement for both the Customer and IT Department. The
forward plan becomes achievable, sensible committed completion
dates can be promised to the customer. Team utilisation rates
are optimised, team overloads are reduced, output is increased
and delivery dates are hit.
The screen shot above shows a typical
team resource view. The top area charts availability in the
current 4 week period. The lower area shows work that has
been requested for schedule and additional work in planning.
The resource team leader is able to manage the work being
requested on their team, optimising output and loading.
The screen shot above shows
the individual team member resource availability over the
current 4 week period. The top area shows their availability
by week and the work items that have been schedule to work
on. The bottom area shows any requested work items awaiting
scheduling. By applying filters to this view it is possible
to perform "what if" scenarios to the scheduling
of work and how it will affect the individual and team resourcing.
Input has been optimised to minimise effort via a simple
combined time sheet and planning information input matrix,
this information is key to the Team Leader and Project Manager.
This input provides for example, project costs, % direct and
% indirect utilisation rates, or estimate to actual. SLA charging
and charging on an as used basis are available from this same
single input. The target for IT may be to recover its costs,
the nearest equivalent profit driver for an internal department.
The Business takes more responsibility and put more thought
into their requests as they now see the cost directly.
The screen shot above shows
the project update screen, which can also act as a time sheet
for all work types. This interface automatically enters your
scheduled work, leaving you to only input the time spent,
revised time left to finish the work task and any comments.
By allowing for project, service desk work, meeting, holidays
etc a realistic picture of resource expenditure and can be
gained. By receiving real time updates from the coal face,
project managers are better informed and more efficient in
their communication with team members and senior management.
IT business performance improvement is a result of a change
in the way people work. There are many best practice business
models ITIL, COBIT, EFQM, CMM, Prince 2 are examples. They
all share a common core; measures, targets and process definition
and deployment. Our consultants have years of IT line management
experience, working in project and development environments,
through to day to day operational management. They have an
in depth knowledge of core IT processes and the impact of
deploying those processes on IT performance and people. Our
objective is to deliver benefit by helping you to improve
your business performance; increase value, increase output,
increase delivery on time, increase delivery on budget, improve
quality, and as a result increase customer satisfaction.
The screen shot above shows
the web interface to our standard reporting solution. Built
on the standard reporting tools in MS SQL 2005 & 2008
we have configured a suite of reports to support everything
from KPI dashboard, drillable down to individual project,
support calls, resources & costs,
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