Óscar Novillo, Senior Manager at PwC, and Raquel Fernández, project manager at Obsidian, gave a presentation at GigaTIC 2017 on the automation of the calculation of the SLAs of PwC’s ISO 20000 service management system with Obsidian.
The presentation is available in HD on YouTube. The video has been viewed 36248 times on YouTube and has received 209 likes. The video is in Spanish and has subtitles in Spanish, Portuguese and English.
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PwC’s ISO 20000 service management system
ISO 20000 is organized into thirteen management processes. Some of them are well-supported by service desk tools. However, others lack tools to support and automatize them appropriately. Some examples are:
- Service levels
- Service availability
- Capacity and demand (see presentación de Camper on these specific processes)
This is where Obsidian comes in. The effective implantation of these processes in suppliers of IT services requires a specific tool. This presentation demonstrates keys for the successful implementation of these processes with Obsidian, following good ITIL practices and ISO 20000 requirements. It also shows how to use Obsidian to calculate historical indicators and all ISO 20000 processes in real time.
A successful case: Obsidian in PwC
Firstly, based on a real case in PwC, Óscar Novillo presents the context and the roadmap for the implementation of the ISO 20000 service management system followed in PwC. He points out the main challenges, the scope of its implementation and the tools which they have at their disposal.
Then, Raquel Fernández presents a series of general concepts about service management and common metrics in an SLA. She also explains how to calculate indicators of fulfilment of SLAs and how to integrate them into dashboards and reports both in real time and historically.
Finally, the metrics and indicators used by PwC in their SLAs and examples of dashboards and reports are explained.
A special mention for Obsidian in PwC by the ISO 20000 auditor
PwC cuenta con un sistema de gestión de servicios ISO 20000 since 2016. From the moment of its implementation, PwC has relied on Obsidian to monitor services, integrating, among other tools:
- Microsoft SCOM
- Microsoft SCSM
- VMWare VCenter
With the data originating from these corporative tools, Obsidian calculates indicators in real time for each process. In the external audit report drawn up by the British standards body BSI, se destaca expresamente Obsidian como una de las piezas esenciales in the automatization of reports and dashboards of PwC service provision.
More information on ISO 20000 process management with Obsidian