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ITIL Readiness for e-DBA ltd

PROJECT SCOPE
Oti Ometie

This document is intended to be a draft of the project scope; details will be added as more information is
received. The aim of the project is to investigate the ITIL readiness of e-DBA ltd. It contains the business
objectives, project description, benefits and deliverables.
Table of Contents
A. Project Summary.................................................................................................................................................................................................. 3

B. Business Objectives.............................................................................................................................................................................................. 3

C. Project Estimates.................................................................................................................................................................................................. 7
 A. PROJECT SUMMARY

e-DBA is a successful and growing small IT services company based in Brighton. It provides
managed and professional services, development, and managed license and license sales of
Oracle and Microsoft software to customers in the UK, Europe and the US. e-DBA intends to
introduce ITIL best practices into its business in order to attract new customers and comply with
existing customer demands.

B. BUSINESS OBJECTIVES

1. Business Need

e-DBA is a customer-centric IT firm established with the vision of providing its customers with the
highest standards and expertise for Oracle Database support and Professional services.
With the growth of its customer base and the changing needs of the customer, e-DBA added more
services to its offerings with the aim of being a one-stop-shop when it came to everything
Database. Its services include:
 Support Services
 Upgrade/Consolidation
 Disaster Recovery
 Hosting Solutions
 Hardware Sourcing
 Licence Management
 Performance Tuning
 Training Management
It also offers solutions on:
 Data Warehousing
 End-to-End Solutions
 Flexible Resourcing
 Virtualization
 Security
 Data Masking

With the growth of e-DBA as a leader in Oracle Managed & Professional Services and Oracle Licensing,
it now has a need to implement ITIL practices into its present and future business processes not only to
attract and retain customers but also to adhere to industry standards.
 Below is a diagrammatic representation of the business units.

Sales & Marketing Admin & Finance Technology Service Delivery

Professional License
Managed Services Development License Sales
Services Management

Oracle SQL Server

Figure 1: e- DBA Business Units

2. Project Description
 The aim of this project is to produce a report of e-DBA’s ITIL readiness across a number of
areas of its business. The report will act as a roadmap for the implementation ITIL in e-DBA
focusing specifically on the Professional Services arm of the organisation.

Conduct a high level business analysis of e-DBA

Identify key areas of business for ITIL adoption

Present detailed analysis of ITIL opportunity, challenges and risks in one key area i.e.
Professional Services

Document a process for ITIL adoption in that area

Conduct a high level business analysis of e-DBA

Detailed SWOT analysis of ITIL in Professional Services

Design and document a road map for ITIL implementation in PS

Submit report

Approve report
Agree on final report
Present findings Meet to discuss report

Figure 2: Workflow showing project steps

3. Benefits of the project

 This project will provide the following benefits:

 It will identify areas where an improved customer satisfaction can be achieved through a
more professional approach to service delivery.
 It will identify areas where proven best practice processes can be implemented.
 Show how implementing ITIL will increase the competence, capability and productivity of
staff
 Show areas where implementing ITIL will improve systems and application availability
 Illustrate how ITIL can reduce costs and incidents.
 Demonstrate how ITIL will differentiate e-DBA from its competitors in the market place
 Show how ITIL can be used as a benchmark to measure performance.

4. Deliverables

 A road map for the implementation of ITIL

 A report

o Showing areas where an improved customer satisfaction can be achieved

through a more professional approach to service delivery.
o Showing a detailed analysis of ITIL opportunities, challenges and risks in one key area
i.e. Professional Services.
o Process mapping the implementation of ITIL in the key area identified.

5. Roles and Project Stakeholders

 University Supervisor: Dr Karl Cox, CMIS, [email protected], 01273 642470

 Course Leader: Marian Eastwood, CMIS  [email protected]
 Company Supervisor: Justin Hudd, Managing Director e-DBA Ltd,
mailto:[email protected]
 C. PROJECT ESTIMATES

1. Estimated Schedule

Key Project milestones relative to project start are as follows:

Project Milestones Target Date

1. Project Start 28/06/2010

2. Business analysis of key business areas 09/07/2010

3. Identification of areas of the business where ITIL implementation 23/07/2010

is beneficial.

4. A detailed analysis of ITIL opportunities, challenges and risks in 20/08/2010

one key area.

5. Process mapping for implementing ITIL in the key area identified. 10/09/2010

6. M.Sc Project Hand-in 13/09/2010