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Queensland Bulk Water Supply Authority trading as Seqwater has a requirement for the provision of an ITSM Solution.

In 2017 Seqwater assessed its compliance and maturity against the Information Technology Infrastructure Technology (ITIL) framework, a core component of IT Service Management. The assessment found the ITIL maturity level baseline for Seqwater across 26 ITIL Services was below industry average.

Seqwater intends to work towards industry best practices and align with the ITIL v3.0 Framework.

In response, Seqwater has commenced an ITSM project that will deliver additional capability to an existing Information Communication Technology (ICT) team of internal and external resources. The project has recently commenced and will deliver in-depth ITSM artefacts in support of an ITSM cultural and solution change.  The project will drive improvements to:

• Service Level management
• Incident Management
• Request Management
• Problem Management
• Knowledge Management
• Change Management
• Asset and Configuration Management

Seqwater’s existing ITSM solution is Ivanti Service Manager (HEAT). Since 2015, the ICT team has invested significant resources configuring HEAT to meet business needs. In addition, a key component of the ITIL maturity uplift is the implementation of a Configuration Management Database (CMDB).

The project intends to acquire and implement an ITSM Solution with a high level of features available OOB to provide the integrated CMDB functionality and provide an uplift to the ITIL maturity baseline.

The ITSM project is also implementing a service-based costing solution to help ICT better understand the nature of ICT costs. Any ITSM solution will need to integrate with this cost analysis solution.

Seqwater also intends to implement service management, including task and workflow management, across other areas of the organisation. The ITSM Solution will need to support multi-tenanting to provide business functions with a separately configured space in which to work.

It is Seqwater’s intention that the ITSM Solution be widely available beyond corporate ICT. It is expected the solution will support multi-tenanting, allowing for business areas to utilise it for service and task management.

Business functions that have expressed an interest in using the ITSM Solution include:

• Management of Change (MOC);
• Human Resources;
• Commercial Services (corporate procurement); and
• Facilities.

It is likely that an MOC implementation will be a higher priority than the ICT service management implementation.

The draft Schedule 2 Project Implementation and Payment Plan includes the following four stages:

1. Stage 1a – MOC;
2. Stage 1b – ICT with partial CMDB;
3. Stage 2 – ICT with full CMDB; and
4. Stage 3 – other business areas as required.