GAIN CONTROL

IT SERVICE DELIVERY DESIGN

Education

Success Stories
Color Block
Clint Davies

Helping a Large University Build a Sustainable Approach to Manage IT Services


Client Description

The Division of Business Affairs (BA) at a large public university sought a structured and sustainable approach to managing IT services, establishing service design, and setting service level expectations to meet the growing needs of their IT customers.

Challenge

The Division of Business Affairs (BA) at a large public university found themselves struggling to deliver effective IT services to meet the growing needs of their end users (IT customers). They sought a structured and sustainable approach to managing IT services, establishing service design, and setting service level expectations. The University engaged the BerryDunn team as objective advisors to help them achieve their goals.

Approach

BerryDunn’s team assessed current IT services and conducted sessions at the University to help educate and inform staff on key service delivery concepts. This established the foundation required for the service design workshops that followed.

  • Educational Sessions introduced concepts of service delivery and examined how they specifically applied to the university. Principles were drawn from IT Infrastructure Library (ITIL) standards and focused on the benefits of advancing the maturity of IT services by taking a consistent approach to the way services are designed and communicated to IT customers.
  • Service Design Workshops included IT staff, service owners, and customers. BerryDunn developed service design templates to help guide participants through the process with selected applications identified in their application services catalog. Service design elements were developed to reflect how services should and could be designed and delivered. Through this process, opportunities to apply continuous improvement practices and further strengthen services over the long term were identified.

Outcomes

  • Improved IT service delivery and maturity
  • Structured and sustainable approach to identifying service roles
  • Intentional service design throughout the BA Division
  • Increased engagement of IT staff and customers
  • Established service level expectations for IT services