Information Technology Department Information Technology IT IT Service
- Slides: 8
Information Technology Department Information Technology (IT) IT Service Management Request Fulfillment & Knowledge Management
Request Fulfillment q Goals q Standard and repeatable way to request and fulfill Service Requests. q Clear expectations on what the service is delivering/or not delivering q Expectations on delivery dates/times are set with the customer as part of the request q Processes are built in way that allows for changing technology with little or no changes to the process required. 2 ã 2015 PPL Electric Utilities
Request Fulfillment q Tools q Supporting Functions q Fulfillment Manager q Fulfillment Teams q Request Lifecycle q Requested q Approval q Fulfillment q Delivery q Resolution q Process Integrations q Asset Management 3 ã 2015 PPL Electric Utilities
Request Fulfillment q Usage q 116 Items in the Request Catalog q 41, 774 Items requested (2015/2016 YTD) q 96, 218 tasks (2015/2016 YTD) q 82, 323 Generic requests (2015/2016 YTD) 4 ã 2015 PPL Electric Utilities
Request Fulfillment 5 ã 2015 PPL Electric Utilities
Knowledge Management q Goals q A way to be consistent in the way we share perspectives, ideas, experience, and information q Giving people the ability to quickly respond to circumstances by making relevant data, information, and knowledge available to people and processes at the right place and at the right time q Improving the quality of service, increasing satisfaction, and reducing cost. 6 ã 2015 PPL Electric Utilities
Knowledge Management q Tools q Supporting Functions q Content Owners q Knowledge Management Team q Help Center q Knowledge Lifecycle q Newly Published q Maintenance q Retiring q CI relationship q Process Integrations q Incident q Problem 7 ã 2015 PPL Electric Utilities
Knowledge Management q Usage q 2, 198 Published q 401 Created (2015/2016 YTD) q 552, 849 Views (Since 2008…Looking at currently published articles) q 87% of Incidents created by Help Center used Knowledge (2015/2016 YTD) q 40% FPOC resolution q 403 feedback submissions (2015/2016 YTD) 8 ã 2015 PPL Electric Utilities
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