Case Study

Nottingham County

Council Uses ATLAS™

to Put ITIL® on the Map

Using ATLAS™, we were able to

accelerate the implementation of

a key ITIL® process – completing

deployment in just 11 months.

Alongside access to ITIL content and

resources, ATLAS enabled us to map

our implementation and define key

project milestones.

Gaynor Collins-PunterProgramme Manager, ICT Services, Nottinghamshire County Council

“

”

Background

In 2006 Nottingham County Council adopted a new strategic vision

– All Together Better – and established three key principles to

underpin its performance improvement activities;

to put customers at the heart of everything it does, to deliver

excellent but affordable public services, and to take the lead in

developing strong communities across the county.

To support the Council’s vision of customer-focused value-for-money

services and streamlined service delivery, an ICT change management

programme was initiated. In order to deliver a good value,

fit-for-purpose business service, the decision was taken to adopt an

IT Service Management approach to ICT and introduce IT Infrastructure

Library (ITIL®) processes — a framework of best practice approaches

that facilitate the delivery of high quality IT services.

The challenge

Merging ICT departmental teams to create a centralised ICT function

had already generated £273,000 efficiency gains across ICT.

Now — with new governance and a centralised ICT framework in place

— the race was on to initiate the first successful implementation of an

ITIL process.

“Projects of this nature can be highly time and resource intensive,”

says Gaynor Collins-Punter, Programme Manager, ICT Services at

Nottinghamshire County Council. “We needed to fast track the process

implementation, so we could cost-effectively deliver measurable

benefits to the business as quickly as possible.”

Incident Management had been identified by the Executive and ICT

Management Team as a deployment priority, and would be the first

process delivered by a newly created Project Board. The goal to put in

place an Incident Management process model capable of dealing with

incidents and service requests across the Council, and create

a project template for future ITIL process implementations. The project

team would be under intense scrutiny — what’s more it was working

towards a new model of delivery while the new organisational

structure was being put in place.

Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map

We needed to fast track

the process implementation,

so we could cost-effectively

deliver measurable benefits

to the business as quickly

as possible.

“”

The solution

To fast track the efficient implementation of Incident Management,

the project team elected to use ATLAS™, a knowledge management

environment containing IT management best practices from IT Service

Management experts Pink Elephant.

The ATLAS database contains an extensive repository of resources

including IT service management road maps, customisable process

maps, metrics and reporting templates, operational templates and

project plans, together with examples of IT Service Management

Programme Implementation Plans.

“ATLAS gave us a head start by providing us with a ‘vanilla’ version

of Incident Management we could fine tune to our specific operational

environment,” explains Gaynor. “Alongside this, we gained access to

a variety of resources, including ITIL content, project plans, process

maps and guides — all of which significantly reduced the time and

resources we needed to invest and in creating our own

ITIL implementation programme.”

The project team used the Rapid Deployment Guides contained on

ATLAS, and refined these to create a tailored ITIL deployment model,

and a Process User Group was formed to ratify the sub-processes

and development models for each category, priority and escalation

path. In addition, the project team used ATLAS to access templates to

support the creation of an ARCI (Authorised, Responsible, Consulted,

Informed) model to work with, once all roles were identified in the new

ICT structure.

“ATLAS effectively accelerated our ITIL implementation, providing us

with the tools and documentation which we could then customise

to our own unique ICT environment,” continues Gaynor. “We were

able to review and discuss issues and gain access to a rich source of

expertise as and when we needed it,” confirms Gaynor.

Outcomes

Implementation of the ITIL process within the new ICT function was

completed within 11 months. For Gaynor Collins-Punter — lead sponsor

— and project manager Toni Tedder, ATLAS provided the project team

ATLAS gave us a

head start by providing us

with a ‘vanilla’ version of

Incident Management we

could fine tune to our specific

operational environment.

“”

Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map

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with an implementation blue print that clearly identified

the roles, responsibilities and interdependencies that

needed to be incorporated into the project plan.

“It was like being given access to an IT Service

Management Superstore, with the Rapid Deployment

Guides providing an essential ‘shopping list’ of the

necessary documentation to download and use in the

generation of project deliverables,” confirms Gaynor.

At project closure, and with all processes and work

instructions in place, an Incident Manager was

appointed. Currently, plans are underway to implement

further ITIL processes, using the ATLAS resource to

define and build these prior to implementation.

“Using the resources contained in ATLAS we were able

to gain clear direction about how we should proceed,

what areas we needed to consider, and identify the

operational stepping stones to achieving our ultimate

goal,” concludes Gaynor.

Pink Elephant – Leading the way in IT Management Best Practices

www.pinkelephant.com

© Pink Elephant Inc., 2008. The contents of this brochure are protected by copyright and cannot be reproduced in any manner. Pink Elephant and its logo, PinkVerify, PinkScan, PinkAtlas, PinkSelect, and PinkReady are either trademarks or registered trademarks of Pink Elephant Inc. ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the US Patent and Trademark Office. PRINCE2® is a registered trademark of the OGC.

Key achievements

• Implemented Incident

Management and Service

Requests for Nottinghamshire

County Council in just 11 months

• Significantly reduced the

resource costs associated with

the delivery of a best practice

ITIL process implementation

• Creation of a Procedural

Manual for Incident and

Request Management which

will facilitate

cross-departmental working,

ensuring all personnel

understand their roles

and responsibilities

Case Study Nottingham County Council Uses ATLAS™ to Put ITIL® on the Map