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uOttawa.ca

Implementation of an ITSM tooland Management of ITIL process

Presented by: Jean-Francois Dion & Kais Laribi

uOttawa.ca

Quick Survey before we start

uOttawa.ca

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https://www.surveymonkey.ca/r/NWCN8L6

AGENDA3

01PROJECT OVERVIEW AND OBJECTIVESThe University needed an ITSM solution that met their present and future needs.

02PROJECT SCOPE AND DELIVERABLESThe tool was a critical tool for Information Technology. Many others at the University needed it too. It is often the first point of contact for clients, which include professors, students, support staff, researchers and others.

03PROJECT TIMELINEImplementation of TOPDesk in two phases.

04SERVICE EXCELLENCE MATURITY MODELDemonstrating value to the University and align processes with best ITIL practices.

uOttawa.ca

Project Objectives

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01Reduce costs to offer access to more users

02Offer a self-service portal

03Improve end-to-end processes

04Modernize ticket intake by offering a chat service

05Deliver ITIL Processes

Project Deliverables

uOttawa.ca

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Complete ITSM solution

Project Requirements

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01Based on Information Technology Infrastructure Library (ITIL)

02Bilingual (English and French) environment and interface

03Self-Service and mobility

04Reports and dashboards

05SLA and KPI management

Selected ITSM Solution

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TIMELine8

PROJECT KICK-OFFProject initiation

Project presentation(goals, scope, delivrables)

PHASE I

Incident Management Service Request Management

Knowledge Management Reports and Dashboards

Asset Management Foundation (CMDB) Training

GO-LIVE PHASE IMigration to TOPdesk

PHASE II

Change Management Problem Management Outage Management

Self Service Portal Asset Management SLA Management

Training

GO-LIVE PHASE IIPhase II process go-live

PHASE III

ITSM Maturity Assessment

uOttawa.ca

Planningfor ITSM Maturity Enhancement

uOttawa.ca

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Document Improvement

ApproachWe are here now…

Agree on Approach

Leadership agrees on approach

Activate Plan & Engage Stakeholders

Determine full resource needs and establish on-going

communicationsReport on Progress

Activate communications plan

and report continuously

Demonstrate Progress

Activate ITSM processes /

technology in support of service value

Report On-goingActivate on-going reporting to

demonstrate value to the organization

Fully-Align…

Fully align IT services and support with Value to the

University

ITSM Maturity Enhancement

Start from where you are…there is no point re-

inventing or not leveraging work already

done.

The ITSM Maturity Assessment Process - Timelines10

Kick-off

Kickoff

Awareness and expectation setting

Gather Business and IT stakeholder views

Interviews

Assessment & Roadmap

Process review

Follow-up

Process/function maturity review

Maturity Report

Formalize assessment results

Recommendations

Deliver ITSM Maturity Assessment &

Roadmap

uOttawa.ca

Goalsof the ITSM

assessment and alignment with ITIL

best practices

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01 Determine overall process maturity for the entire IT organization against an industry-standard best-practice framework

02 Determine areas of focus for improvement to IT governance, practices, and processes, and a plan for continual process improvement

03 Determine the full set of stakeholder relationships and how they contribute to on-going IT service enhancement

04 Determine, based on stakeholder input, the priorities of the various improvements, developing a Roadmap for activation

05Focus on value to the university and its stakeholders

06 Create workable and achievable service improvement plans to enhance maturity

07 Identify specific areas where enhancements to the ITSM tool(TOPdesk) may possible and easily achievable

More mature ITSM practices

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More mature ITSM practices result in reduced IT support costs and improved ability to serve the business

Higher ServiceManagement Maturity

Performance level objectives met

Higher uptime Projects on time Projects on budget Higher end user

satisfaction Higher user satisfaction Adequate staffing

Lower Costs

Higher Service Levels

Insight:

Organizations with immature or misaligned service management processes have higher support costs, poor performance quality of services, and lower end user satisfaction.

Servie Excellence maturity model13

uOttawa.ca

THANK YOU…