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Project Advantage are proud to be associated with,
and deliver a variety of projects for, Meridian Energy Ltd. The ITIL
Transitional project is one of the many Meridian projects successfully
rolled out with Project Advantage’s support. The implementation of a
ITIL structure is seen as crucial to improving the IT group’s ability to
clearly deliver improved value within Meridian.
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As part of the project, a new IT Customer
(Web) Portal and a Service Catalogue were delivered. Through the portal,
business users can clearly view the new Service Catalogue, which is a
detailed description of the 30plus standard IT services. If a new
service is required (e.g. someone wants a Blackberry) a users can
clearly understand what they can expect from the service description and
then make a service request, via the portal.
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A Configuration
Management Database (CMDB) was set up and loaded with IT
infrastructure assets, relationships and support agreements. The CMDB
meant a major, four month, data collection and data quality exercise
needed to be undertake. Unfortunately there was no single magic
bullet and data needed to be collected from a variety of sources.
Whilst automated discovery tools were used to collect some information,
much of the information needed to be collected and validated
manually.
With the implementation of a CMDB and
Service Catalogue, a new Change Control and Release process was
introduced which included formal Impact Assessment. Whenever a change is
made the CMDB must be reviewed to see if any other area systems are
affected and if associated business consent is required.
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The project involved set up
of the Infra IT service management product. Virtual Servers were used
for the development, test and production environments. Specialist
discovery hardware and associated databases were installed within the
network.
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Prior to roll-out the product was
extensively tested; user documentation produced and the general users
training via a webinar. More formal training on the tools and new
processes was provided for about 80 users including 2 partner
organizations and the IT Service Desk.
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