ITS SERVICE MANAGEMENT GOALS AND ACCOMPLISHMENTS

Transcription

1 Information Technology Services UNIVERSITY TECHNOLOGY ADMINISTRATION ITS SERVICE MANAGEMENT GOALS AND ACCOMPLISHMENTS FY PRESENTED BY: BROOKS JOHNSON, ASSISTANT DIRECTOR ITS SERVICE MANAGEMENT

2 GOAL 1: STREAMLINE AND IMPROVE PERFORMANCE IN DAILY OPERATIONS 1. Continue to develop, review and prioritize operational tasks using work orders, CRM Case Management System, and SharePoint Activity Report for Service Management tasks and projects. Continue to document procedures, standard verbiage, and training and move to a centralized location and format. 2. Review and update all Work Orders (TSR) customer communications (order confirmations/closings as well as all associated standard verbiage sent to vendors and customers alike). 3. Continue to establish firm guidelines and supporting processes for the timely intake, fulfillment and billing of TSR orders, FSU Service Center Cases and other work efforts. Ongoing SharePoint cleanup project has resulted in the consolidation of internal procedure documents as well as the archival of many out of date documents. Developed from scratch supporting documentation for new Drupal CMS and ITS Service Catalog entry format. Improved procedures and processes have been developed for broken link maintenance, monthly statistics, weekly CRM statistics Developed a process wherein customers are alerted via when TSR orders are routed to Service Providers, when a due date is established and when the field work has been completed by technicians. Improvement in the customer s user experience has been tracked via a satisfaction survey launched the prior year. Developed a statistical report indicating; o The amounts of pending and collected nonrecurring funds for services offered via TSR. o Turnaround time for estimates. o Turnaround time for completion of workorders. GOAL 2: PROVIDE OPERATIONAL SUPPORT AND CONTINUAL SERVICE IMPROVEMENT FOR THE FSU SERVICE CENTER CASE MANAGEMENT SYSTEM. 2

3 1. Provide front line operational support for agents, provider groups and customer requests. 2. Provide system management, in coordination with ERP, ensuring continual service improvement and increased customer satisfaction regarding the performance and functionality of the FSU Service Center Case Management System. 3. Improve upon the newly revamped Category, Type and Detail structure in coordination with all Service Providers with a specific focus on reducing the number of types and details. a. Explore options for further refinement including the routing of ITS cases by the Service Desk and possible alignment with the revamped ITS Service Catalog. 4. Continue to coordinate and participate with the ERP & ITS developers to implement the following approved enhancement requests: a. ERMS b. FSUID addition c. Provider Group Manager Dashboard Launched the Provider Group Manager role to empower managers to manage provider group membership without the need to consult or wait on Service Management. Revised the Case Form to offer and capture more information. Case Priority now included in all submissions. Improved weekly FSU Service Center Case Report to reflect adherence to ITS support request guidelines. o Support Requests not updated in 7+ days during first 4 FY reports: 416 o Support Requests not updated in 7+ days during last 4 FY reports: 124 Implemented customer feedback survey for all ITS provider groups. All responses are delivered to provider group managers and area directors weekly. Continued to work towards implementation of ERMS. Have already created method to process structured s utilizing existing web form, which will eliminate the need for separate mailbox. Currently testing unstructured submissions and responses. 3

4 GOAL 3: IMPROVE STANDARDIZATION AND DOCUMENTATION FOR SERVICE MANAGEMENT PROJECTS, WORK ORDERS AND CASES 1. Continue to refine the Service Management Deployment Plan project tracker. 2. Evaluate and redesign the communications roadshow. Allowing the ITS community to have a clearer understanding and reminder of the communications process for all projects/changes. 3. Review the stated turnaround times for TSR orders. 4. Review, document and promote the definition of TSR order types and criteria for consideration as Standard and non-standard with respect to fulfillment processes and times. Participated in Communications and Incident roadshow with Marketing Communications to re-iterrate the importance of the ITS communications and incident processes. Included ATS coordination in the Deployment Plan to assist with development of FAQs and documentation when relevant. Looked into turnaround times for workorders and estimeates. Collaborated with Service Providers to reduce the estimate lead time from 90 to 60 days. GOAL 4: ENSURE CONTINUAL IMPROVEMENT OF THE ITS SERVICE CATALOG AND RELATED DOCUMENTATION 1. Restructure the current ITS Service Catalog to align with industry best practices (i.e. ITIL) and ensure each offering matches the definition of a service. 2. Ensure site compatibility with new WCMS/ITSM platform. 4

5 3. Establish yearly maintenance plan. 4. Establish an annual review or audit of services offered by the Fulfillment group with respect to Service Delivery. 5. Establish a plan to identify and document services offered by ITS groups but not represented in the ITS Service Catalog. 6. Develop a correlation between Services offered, Provider Groups responsible for delivery and support, and how they map to the ITS Service Catalog. Removed from the catalog, but not the ITS website, entries that do not meet the standard definition of a service Re-designed Service Catalog landing page format to ensure a more consistent appearance acros all entries Met with several groups to discuss inclusion of new services (such as CAS) after entire catalog has been moved to the new format Analyzed services offered by the Fulfillment group and identified pagers as a service to be removed due to low utilization and to eliminate overhead costs. Added or updated service provider groups, service intake and incident support methods and after hours support contacts within the ITS Service Catalog documentation in SharePoint. GOAL 5: WORK WITH ITS GROUPS TO IDENTIFY SERVICES TO MOVE INTO THE SERVICE MANAGEMENT WORKORDER-FULFILLMENT PROCESS 1. Target Services which may benefit from being supported by Service Management due to: a. Convoluted/inadequate business or billing processes. b. Low customer satisfaction. c. Delayed outcomes of intended service benefits. 5

6 d. Request from a Service Provider. Moved from MOU to monthly billing for Desktop Support services. GOAL 6: CONSOLIDATE AND PROMOTE INFORMATION RELATED TO ITS TRAINING RESOURCES AND ACTIVITIES 1. Promote new training site complete with new videos to IT Community through various avenues: a. Outreach sent out to all newly hired IT Professionals, containing Training site address. via the ITS professional,--reword b. Announcement at the end of the ITS web site restructure project. 2. Determine if any additional training resources could be added to the training site and vet their inclusion through ITS leadership. 3. Add Gartner and similar items to training page-may need to retitle page. Launched and introduced ITS Training page to the IT Professional community Added additional training resources to training page including Lynda, Gartner, and others as identified. Goal 7: Continue to refine and improve Service Management statistical tracking and ensuing outreach 1. Review established metrics for customer service for the following: a. Service Center Cases b. TSR Orders 6

7 c. ITS Service Launches/Promotions/Projects 2. Develop a targeted metrics package for each ITS Project with Service Management involvement to help measure project success through various statistics and marketing iniatives (page hit counts, FAQ success ratings, etc.). Added additional area dashboards to weekly CRM statistics Improved response time tracking in order to help PGMs ensure support requests are being responded to in appropriate timeframes based on priority in accordance with ITS guidelines Revamped monthly statistics report to include additional areas and metrics and began distribution to ITS Directors offering opportunity to expand as desired. Goal 8: Support ITS initiatives to operate according to ITIL framework ITIL terminology has been accounted for on a continual basis with regards to Case Management and order fulfillment. FLORIDA STATE UNIVERSITY STRATEGIC GOALS We will achieve our vision by pursuing the following focused and interlocking goals. 1. Deepening our Distinctive Commitment to Continuous Innovation 2. Amplifying Excellence Across Our Academic and Research Programs 3. Realizing the Full Potential of Diversity and Inclusion 4. Ensuring Student Success on Campus and Beyond 5. Preparing our Graduates for 21st-Century Careers 6. Investing Strategically in Our Institution and Reputation 7