1. User Story: As an IT service provider, I want to ensure that all IT services are delivered efficiently and effectively to meet the needs of the business.
– Precondition: The IT service provider has a clear understanding of the business requirements and expectations.
– Post condition: The IT service provider successfully delivers the IT services in accordance with the agreed-upon service level agreements (SLAs).
– Potential business benefit: Improved business productivity and customer satisfaction.
– Processes impacted: Incident management, problem management, change management, and service level management.
– User Story description: The IT service provider will prioritize and manage incidents, problems, and changes to ensure that IT services are delivered promptly and accurately. This will involve identifying and resolving incidents, investigating and resolving problems, and implementing changes as required.
– Key Roles Involved: IT service desk, IT service manager, incident manager, problem manager, change manager.
– Data Objects description: Incident records, problem records, change records, service level agreements.
– Key metrics involved: Mean time to resolve incidents, mean time between failures, customer satisfaction ratings.
2. User Story: As a business user, I want to have a single point of contact for all IT service requests.
– Precondition: The IT service provider has implemented a service desk system.
– Post condition: The business user can submit IT service requests through the service desk system and receive timely updates on their status.
– Potential business benefit: Improved user experience and faster resolution of IT service requests.
– Processes impacted: Service request management, incident management.
– User Story description: The IT service provider will establish a service desk system that allows business users to submit IT service requests. The system will track the progress of the requests and provide regular updates to the users.
– Key Roles Involved: IT service desk, business users.
– Data Objects description: Service request records, incident records.
– Key metrics involved: Average time to resolve service requests, customer satisfaction ratings.
3. User Story: As an IT service provider, I want to proactively monitor the performance and availability of IT services.
– Precondition: The IT service provider has implemented a monitoring tool.
– Post condition: The IT service provider can monitor the performance and availability of IT services and take proactive actions to prevent or resolve issues.
– Potential business benefit: Minimized service disruptions and improved service quality.
– Processes impacted: Event management, problem management.
– User Story description: The IT service provider will configure the monitoring tool to collect and analyze performance and availability data of IT services. The tool will generate alerts for any deviations from the expected performance or availability levels, enabling the IT service provider to take timely actions.
– Key Roles Involved: IT service operations, IT service manager, problem manager.
– Data Objects description: Monitoring tool data, incident records, problem records.
– Key metrics involved: Mean time to detect incidents, mean time to resolve incidents, availability percentage.
4. User Story: As a business user, I want to have access to self-service options for common IT service requests.
– Precondition: The IT service provider has implemented a self-service portal.
– Post condition: The business user can submit and track common IT service requests through the self-service portal without the need for manual intervention.
– Potential business benefit: Reduced dependency on IT service desk and improved user satisfaction.
– Processes impacted: Service request management.
– User Story description: The IT service provider will develop a self-service portal that allows business users to submit and track common IT service requests, such as password resets or software installations. The portal will provide step-by-step instructions and automated workflows to handle these requests.
– Key Roles Involved: IT service desk, business users.
– Data Objects description: Self-service portal data, service request records.
– Key metrics involved: Percentage of service requests submitted through self-service portal, customer satisfaction ratings.
5. User Story: As an IT service provider, I want to ensure that all changes to IT services are properly assessed, authorized, and implemented.
– Precondition: The IT service provider has implemented a change management process.
– Post condition: All changes to IT services are assessed, authorized, and implemented in a controlled and documented manner.
– Potential business benefit: Minimized service disruptions and improved service stability.
– Processes impacted: Change management, release management.
– User Story description: The IT service provider will establish a change management process that includes change assessment, authorization, and implementation steps. All changes to IT services will go through this process to ensure that they are properly evaluated, approved, and implemented with minimal impact on the business.
– Key Roles Involved: Change manager, IT service operations, IT service manager.
– Data Objects description: Change records, release records, incident records.
– Key metrics involved: Percentage of successful changes, mean time to implement changes.
6. User Story: As a business user, I want to receive regular updates on the status of my IT service requests.
– Precondition: The IT service provider has implemented a service request tracking system.
– Post condition: The business user receives regular updates on the status of their IT service requests through the tracking system.
– Potential business benefit: Improved transparency and user satisfaction.
– Processes impacted: Service request management.
– User Story description: The IT service provider will configure the service request tracking system to send automated updates to the business user at key stages of the request lifecycle, such as when the request is received, in progress, or resolved. The updates will provide clear and concise information on the status of the request.
– Key Roles Involved: IT service desk, business users.
– Data Objects description: Service request records, incident records.
– Key metrics involved: Percentage of requests with status updates, customer satisfaction ratings.
7. User Story: As an IT service provider, I want to continuously improve the quality of IT services.
– Precondition: The IT service provider has implemented a service improvement program.
– Post condition: The IT service provider identifies and implements improvements to IT services based on feedback and analysis.
– Potential business benefit: Enhanced service quality and increased customer satisfaction.
– Processes impacted: Continual service improvement, service level management.
– User Story description: The IT service provider will establish a service improvement program that includes regular reviews of IT services, customer feedback analysis, and identification of improvement opportunities. The program will prioritize and implement the identified improvements to enhance the quality of IT services.
– Key Roles Involved: IT service manager, service improvement manager, business users.
– Data Objects description: Improvement plan, customer feedback data, service level agreements.
– Key metrics involved: Number of implemented improvements, customer satisfaction ratings.
8. User Story: As a business user, I want to have access to a knowledge base for self-help and troubleshooting.
– Precondition: The IT service provider has implemented a knowledge management system.
– Post condition: The business user can access a knowledge base that provides self-help articles and troubleshooting guides.
– Potential business benefit: Reduced dependency on IT service desk and improved user productivity.
– Processes impacted: Knowledge management, incident management.
– User Story description: The IT service provider will develop a knowledge base that contains self-help articles and troubleshooting guides for common IT issues. The knowledge base will be accessible to business users, enabling them to resolve simple issues on their own without the need to contact the IT service desk.
– Key Roles Involved: IT service desk, business users.
– Data Objects description: Knowledge base articles, incident records.
– Key metrics involved: Percentage of incidents resolved through knowledge base, customer satisfaction ratings.
9. User Story: As an IT service provider, I want to ensure that all IT service assets are properly managed and maintained.
– Precondition: The IT service provider has implemented an asset management system.
– Post condition: All IT service assets are properly tracked, managed, and maintained throughout their lifecycle.
– Potential business benefit: Improved asset utilization and cost control.
– Processes impacted: Asset management, change management.
– User Story description: The IT service provider will establish an asset management system that tracks and manages all IT service assets, including hardware, software, and licenses. The system will ensure that assets are properly recorded, maintained, and retired in accordance with the organization’s policies and procedures.
– Key Roles Involved: IT asset manager, change manager, IT service operations.
– Data Objects description: Asset records, change records.
– Key metrics involved: Asset utilization rate, compliance with licensing agreements.
10. User Story: As a business user, I want to have access to IT service performance reports and dashboards.
– Precondition: The IT service provider has implemented a reporting and dashboarding tool.
– Post condition: The business user can access performance reports and dashboards that provide insights into the performance and availability of IT services.
– Potential business benefit: Enhanced visibility and informed decision-making.
– Processes impacted: Reporting and analytics, service level management.
– User Story description: The IT service provider will configure the reporting and dashboarding tool to generate performance reports and dashboards that provide business users with real-time insights into the performance and availability of IT services. The reports and dashboards will enable informed decision-making and facilitate proactive management of IT services.
– Key Roles Involved: IT service manager, business users.
– Data Objects description: Performance data, service level agreements.
– Key metrics involved: Service availability percentage, mean time to resolve incidents.