Introduction to the itsm program at yale why are we doing this august 2011

IT Service Management UpdateIT Service Management Update

September 2011

IT Service ManagementIT Service Management

Introduction

• Why are we doing this?– We need a real IT operating model (customer satisfaction,

efficiency, effectiveness, fiscal responsibility)– We had an ITIL compliant tool (HPSM) but did not implement

ITIL processes or best practices– Already have good processes in some areas, but we are

ready to take it to the next level– Ohio State University (OSU) Story

• Program Management Team – Lou Tiseo, Paul DiBello, Rick Smith, Ricardo Chavira, Roseann Adams, Rod Gustavson, Jeff Capuano, Adriene Radcliffe

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ITIL Service LifecycleITIL Service Lifecycle

3 Typical picture representing ITIL framework

ITIL Processes and functionsITIL Processes and functions

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Service StrategyService StrategyService StrategyService Strategy Service DesignService DesignService DesignService Design Service TransitionService TransitionService TransitionService Transition Service OperationsService OperationsService OperationsService Operations Continual Service Continual Service ImprovementImprovement

Continual Service Continual Service ImprovementImprovement

Demand Demand ManagementManagement


Financial Financial ManagementManagement


Strategy GenerationStrategy GenerationStrategy GenerationStrategy Generation

Service Portfolio Service Portfolio ManagementManagement


Service CatalogService CatalogService CatalogService Catalog

Service Level Service Level ManagementManagementService Level Service Level ManagementManagement

Capacity Capacity ManagementManagement


Availability Availability ManagementManagement


Service Continuity Service Continuity ManagementManagement


Information Security Information Security ManagementManagement


Supplier ManagementSupplier ManagementSupplier ManagementSupplier Management

Knowledge Knowledge ManagementManagementKnowledge Knowledge

ManagementManagement

Change ManagementChange ManagementChange ManagementChange Management

Asset and Asset and Configuration Configuration ManagementManagement

Asset and Asset and Configuration Configuration ManagementManagementRelease and Release and Deployment Deployment ManagementManagement

Release and Release and Deployment Deployment ManagementManagement

Transition Planning Transition Planning and Supportand Support


Service Validation Service Validation TestingTesting


Service EvaluationService EvaluationService EvaluationService Evaluation

Incident ManagementIncident ManagementIncident ManagementIncident Management

Problem Problem ManagementManagement


Event ManagementEvent ManagementEvent ManagementEvent Management

Request FulfillmentRequest FulfillmentRequest FulfillmentRequest Fulfillment

Access ManagementAccess ManagementAccess ManagementAccess Management

Operations Operations ManagementManagementOperations Operations


Service MeasurementService MeasurementService MeasurementService Measurement

Service ReportingService ReportingService ReportingService Reporting

Service ImprovementService ImprovementService ImprovementService Improvement

Service Desk Service Desk functionfunctionService Desk Service Desk functionfunction

Application Application Management Management functionfunction


TechnicalTechnicalManagement Management functionfunction


ITIL Processes and functions – PHASE IITIL Processes and functions – PHASE I

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Service StrategyService StrategyService StrategyService Strategy Service DesignService DesignService DesignService Design Service TransitionService TransitionService TransitionService Transition Service OperationsService OperationsService OperationsService Operations Continual Service Continual Service ImprovementImprovement

Continual Service Continual Service ImprovementImprovement



Strategy GenerationStrategy Generation


Service CatalogService CatalogService CatalogService Catalog

Service Level Service Level ManagementManagement





Supplier ManagementSupplier Management

Knowledge Knowledge ManagementManagementKnowledge Knowledge


Change ManagementChange ManagementChange ManagementChange Management

Asset and Asset and Configuration Configuration ManagementManagement

Asset and Asset and Configuration Configuration ManagementManagementRelease and Release and Deployment Deployment ManagementManagement



Service EvaluationService Evaluation

Incident ManagementIncident ManagementIncident ManagementIncident Management



Event ManagementEvent ManagementEvent ManagementEvent Management

Request FulfillmentRequest FulfillmentRequest FulfillmentRequest Fulfillment

Access ManagementAccess Management

Operations Operations ManagementManagement

Service MeasurementService Measurement

Service ReportingService Reporting

Service ImprovementService Improvement

Service Desk Service Desk functionfunctionService Desk Service Desk functionfunction




Process Owners will begin to form ITSM governance

• Incident, Problem, Change, Request, Asset/Discovery, Configuration, Knowledge, Service Catalog, and Metrics across all processes

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Challenges

Moving FAST ! Measured in weeks Many things happening in parallel

process owners, tool strategy/recommendations, building a roadmap

Transparency Organizational Readiness New Concepts

Managing through Metrics Process Owners

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TimelineTimeline

Phase I

• ITIL Foundation Training for 100 ITS employees during October

• Configuration and stand up of processes outlined for our first round

• Phased deployment to all of ITS

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ITS Service ManagementITS Service Management

Product Selection: Service-NowImplementation Partner: Fruition

• Lessons Learned from current service management implementation

• Gartner Evaluation– Leading Service Management Solutions– Commodity in market place– Low cost solution – TCO

• Differentiators List

• We are currently in contract negotiations9


What this means for you• ITS Processes will span entire organization

– Example – Incident Management• Our Incident Manager and will be monitoring the process

from end-to-end and with help from the project team provide coaching to managers in the units who participate in this process

• Same Process – Same Tool – Every one of us will use these processes and tools and in

some way

• Metrics with Universal Meaning– When we use the process the same way across ITS, the

metrics have meaning. Data > Information > Manage

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This is the way we will do our work

• We are going to change our work practices• Use correct process for its purpose• The SLA’s match the use of the process• Will touch everyone in ITS

• Let’s talk about what this means to you, your team and the mission for your group…

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Next Steps

• IT Service Management Process Owners• Engage ITIL Partner• Begin our implementation roadmap using a broader

group of standard processes• ITIL training• Coordinate Efforts

– ITS web site redesign – START replacement– IT Service Catalog

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Thank you. Questions?Thank you. Questions?

Business

Introduction to the itsm program at yale why are we doing this august 2011