Introduction

The Federal Courts ICT division were seeking to implement a robust framework to deliver greater efficiency and effectiveness for the services being provided to the internal customers. The aim was to identify what processes and toolsets could be utilised to assist in developing the maturity for their IT Service Management environment.

The Challenge

The Federal Court ICT division did not want to implement a framework that was complex and costly with the need for large numbers of additional resources. The intention was to identify where more effective processes could be utilised to improve efficiency and be an enabler for the team members in undertaking their tasks in delivery quality services (aligned with business objectives and outcomes).

The Solution

A comprehensive maturity assessment was undertaken to identify the maturity level of processes, tools and technology across the ICT environment and a report was presented to the executive. The report identified where the delivery of services was in good shape and where improvements could be made.

An ITSM program was installed to provide focus and understanding of the intention of the project to improve service delivery where it was identified gaps were found. It was identified that ITIL was to be used to provide the framework, and the processes which were relevant were recognised as a result of the IT Maturity Assessment and subsequent gap analysis. A business case was formulated and presented to executive for approval, sign-off and support.

A phased approach was undertaken to implement the identified processes in alignment with priority business needs, where maximum benefit could be obtained and support provided to business operations. Over an extended period all processes were workshopped with the ICT team and business representatives and the outcome documented and approved as the agreed method for delivery of the ITIL processes. The success of the project has led to a greater focus on process orientated delivery of effective services which are planned, tested and delivered in alignment with business needs.