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Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map

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Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map 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-Punter Programme Manager, ICT Services, Nottinghamshire County Council ” Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map 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 We needed to fast track excellent but affordable public services, and to take the lead in the process implementation, developing strong communities across the county. so we could cost-effectively To support the Council’s vision of customer-focused value-for-money “deliver measurable benefits services and streamlined service delivery, an ICT change management to the business as quickly programme was initiated. In order to deliver a good value, fit-for-purpose business service, the decision was taken to adopt an as possible. 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 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, ATLAS gave us a and a Process User Group was formed to ratify the sub-processes head start by providing us and development models for each category, priority and escalation with a ‘vanilla’ version of path. In addition, the project team used ATLAS to access templates to “Incident Management we support the creation of an ARCI (Authorised, Responsible, Consulted, could fine tune to our specific Informed) model to work with, once all roles were identified in the new operational environment. 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 Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map Key achievements • Implemented Incident with an implementation blue print that clearly identified Management and Service the roles, responsibilities and interdependencies that Requests for Nottinghamshire needed to be incorporated into the project plan. County Council in just 11 months “It was like being given access to an IT Service • Significantly reduced the Management Superstore, with the Rapid Deployment resource costs associated with Guides providing an essential ‘shopping list’ of the the delivery of a best practice necessary documentation to download and use in the ITIL process implementation generation of project deliverables,” confirms Gaynor. • Creation of a Procedural At project closure, and with all processes and work Manual for Incident and instructions in place, an Incident Manager was Request Management which appointed. Currently, plans are underway to implement will facilitate further ITIL processes, using the ATLAS resource to cross-departmental working, define and build these prior to implementation. ensuring all personnel “Using the resources contained in ATLAS we were able understand their roles to gain clear direction about how we should proceed, and responsibilities 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 Offices in: Chicago Atlantic House, Imperial Way Dallas Reading, Berkshire RG2 0TD Johannesburg Tel: +44 (0) 1189 036824 Kuala Lumpur Fax: +44 (0) 1189 036282 Mexico City Minneapolis Philadelphia For further information Reading, UK please contact: San Francisco [email protected] Sydney www.pinkelephant.com Toronto © 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..
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