Client Problem

The Directorate of Logistics Systems (DLSS) organisation is responsible for customer support, through life support and other associated services for 36 Logistics Information Systems within the Australian Defence Organisation (ADO). Prior to the engagement of SMS, each application had their own approach to IT Service Management with over 36 separate helpdesks and very few documented processes.

With a vision to become the ADO leader in IT Service Management, DLSS began a 2.5 year adoption of an Information Technology Infrastructure Library ^® (ITIL) framework to enhance the management of its Logistics Information Systems in 2006, with completion due in 2009. 
 

SMS Approach

The project was split into 5 distinct phases and SMS was committed to supporting DLSS in achieving its vision every step of the way.

An initial audit conducted by SMS established a baseline position of DLSS applications in terms of Process Maturity (level of documentation) and Process Consistency (how often they are followed). During process definition, SMS worked with various stakeholders to document processes and procedures to the ITIL^® framework.

SMS worked closely with DLSS to identify appropriate options to define the new organisation, particularly focusing on organisational structure and business processes. A comprehensive roles and responsibilities document and a Service Catalogue were developed by SMS to define the DLSS organisation. SMS was also closely involved in the establishment of various working groups, providing much needed administrative support. 
 

Recommendation

SMS made several recommendations during the course of the engagement, including: 
 

• The development and implementation of ITIL^® business processes designed to enable consistent service to customers and users, followed by the undertaking of an audit to measure the effectiveness of these new processes
• The restructuring of existing corporate policy documentation to align with defined processes 
• The production of process posters accompanied by workshop presentations to DLSS staff to enhance the awareness of and consistent use of processes
• The introduction of a roles and responsibilities document, to clearly outline expectations for each role, functional stream and practice (centre of excellence)
• The creation of organisational charts to communicate the new DLSS structure 
• The development of a detailed Service Catalogue to clearly describe the services performed by DLSS for its customers
  
   

Outcome

• Notable improvement across DLSS in the maturity of documented processes and procedures, as well as the consistency with which it is utilised.
• DLSS personnel displaying a considerable focus in applying ITIL^® principles in the management of their applications.
• New ITIL^® processes and procedures (including process maps) to facilitate consistent service support being provided to customers and users. 
• Comprehensive documentation which clearly defines the new DLSS – organisational structure, roles and responsibilities, and the services offered to customers.