Leading non-profit organization streamlines processes for IT governance & operations
 
Our client is an international non-profit organization whose aim is to fight poverty worldwide. Founded over three-decades ago, the organization has seen significant growth and expansion - helping over 13 million of the world's poorest and most disadvantaged people in 42 countries globally.
 
Our client works with local partners to fight poverty and injustice worldwide, helping the poor gain their rights to food, shelter, work, education, healthcare and a voice in the decisions that affect their lives. The global IS in the organization is vested with providing support for on-going operations as well as for new initiatives and special projects.
 
 
The primary goal of our client was to streamline the IT operations in diverse locations with varying needs and available infrastructure. This was necessary to move the role of IT from basic automation of operations to becoming a vital and strategic resource.
 
 
The client entrusted this task to PM Power in late 2006. We engaged at multiple organizational levels starting from the CIO’s office to IT operations staff in multiple geographies to understand the context of a non-profit organization, its operations and the IT support needs.
 
For addressing the organization’s requirements, PM Power proposed the development of processes and procedures covering the entire service life cycle from service strategy, design and transition to service operations. The approach for the development was to use the Information Technology Infrastructure Library (ITIL®, trademark held by the Office of the Government Commerce, UK) best practices and adapt them for the organization’s context and requirements.
 
PM Power developed the following five volumes  
 
IT Service Management covering overall governance and policies
IT Operations covering Network & Resource Management, IT Procurement, Backup, Virus Protection, Security and Usage Policies
IT Support covering Service Desk, Incident Management, Corrective & Preventive action, Change Management, Configuration Management and Release Management
IT Process Management detailing how processes in the above areas will be managed
Definition of roles responsibilities of IT staff in Global IS and IT staff in various country operations
 
Development of the above volumes involved extensive interaction over a three-month period with appropriate stakeholders for direction setting, initial inputs, review of draft deliverables and review and final acceptance. PM Power also participated in the client’s global workshops to present the overview of this initiative, plans and progress. A global workshop was conducted in Bangalore, India for review and agreement on the final set of documents delivered.
 
To help implement the standardized policies and procedures, the client launched an initiative to select appropriate tools that would help effectively implement IT policies and procedures. In this effort, PM Power provided expertise in: 
 
Developing the Request for Proposal with a detailed set of tool requirements
Reviewing vendor responses and demonstrations
Assessing tool capabilities, vendor credentials, cost proposals and other aspects to make recommendations to the organization
 
The client undertook the process of rolling out the policies and procedures and the supporting tool in-house themselves.