Strengthening and Innovating Internal Capabilities
To be able to keep up the pace and continue delivering a first class service to its customers, MITTS Ltd has adopted strategies and tactical approaches that aim to automate certain processes and revive economies of scale
The network infrastructure, hardware, business systems and related services required to support the business of Government have over the years grown dramatically in both size and complexity. By contrast, the number of engineers, administrators and specialists needed to man this operation has remained quite the same. To be able to keep up the pace and continue delivering a first class service to its customers, MITTS Ltd has adopted strategies and tactical approaches that aim to automate certain processes and revive economies of scale. Service Management: all at one go! 2004 stands out particularly for a number of initiatives that have come to fruition after a long period of detailed planning, research and preparation. The Service Management Programme, for example, saw the roll-out of the new Service Management System that would allow the Service Management Department functions, especially the Service Call Centre, to benefit from a tool that offers the functionality and resiliency worthy of a complex ICT service organisation such as ours. The process for selection and procurement of the system began as early as mid-2003, until the successful bidder was awarded the contract in March 2004. After a period of very challenging contract negotiations, the new solution was implemented in August to take advantage of the week-long summer recess. But prior to that, service management policies and procedures had to be defined. As many as 220 members of staff were trained for the adoption of these policies and procedures and on the system itself. Data was collated, cleaned, prepared and migrated from legacy systems into the new one. The Configuration Management Database (CMDB) data too was inventorised, cleaned, prepared and migrated to the new system. After a week of intensive rehearsals and simulations, the system went into live operation with Incident, Problem and
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: mitts ltd Annual Report 2004
