Service Management Implementation Programme
I have recently joined a global telecom company who have a basic in house built trouble ticketing system.
I have been tasked with putting together a programme to implement a global service management solution beginning with a global incident management supported trouble ticketing system which will grow to problem, change and config management over the coming months.
Questions: Has anyone out there carried out a similar project of this scale (Global NOC with service centres in Europe, Africa and Australia) working a 24/7 service support desk with tier 1,2,3 and 4 support. If so, would you be able to share your action plan of how you went about this large scale programme.
Where did you start? I am currently looking at three vendors (Remedy, Service Now and Cherwell) who will assist with the end to end service management support programme.
Has anyone a project plan of events, relevant scoping documentation, business case or recommendations.
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