Implementing a University Wide IT Service Management Tool

Transcription

1 Implementing a University Wide IT Service Management Tool Ashton Mossop

2 About me 15 years experience in IT, primarily in Client Support. Worked for state & local government, IBM and have been in the University Sector since Interests: Process Improvement User Experience Web Design (the look & feel part) Creative Writing According to my staff: Making bad jokes

3 About QUT Originally founded in 1849 as the Brisbane School of Arts, the Queensland University of Technology (QUT) is a highly successful Australian university with an applied emphasis in courses and research. Based in Brisbane, we have 4,500 staff, 47,000 students and an annual budget of over AU$800 million. We have two major campuses and several smaller sites.

4 Service Providers QUT s Information Technology is delivered to the clients by two different areas with distinct portfolios: Information Technology Services Learning Environments and Technology Services

5 QUT IT Support Onsite Student Services Central Labs Digital Signage Desktop Admin Printing Remote Support Application Support Research Support Faculty IT Comms Networks * Items shown are only a sample of the 60 teams we have

6 The issue In a university environment with competing agendas, priorities, attitudes, work patterns, work styles where to begin?

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8 Our previous solution 7 year old tool designed to be ITIL v2 compatible Could not be upgraded past the version it was on Only worked on Windows Was not Windows 7 compatible (Win8 on the way) Low interest and active avoidance from service teams Some people were very stuck in their ways Using Problem module for Project work Poor self service interface Shoehorned incident module to do billing General usability issues Performance issues Reporting issues

9 A lot of times, people don t know what they want until you show it to them. Steve Jobs I don't know the key to success, but the key to failure is trying to please everybody. Bill Cosby People may not know what they do want.but they certainly know what they don t. Just ask them Ashton Mossop

10 Market Scan Requirements: All modules for all the ITIL v3 processes Concurrent licensing model On premises Installation Good self service interface Link to our identify management system for user info Fast response time Link to our phone system Work on non windows computers Mobile interface Intuitive interface

11 Top 3 challenges Entering data quickly and easily Finding / exporting data for reporting Enabling end users to log jobs

12 Reporting Reporting performed outside the tool on an enterprise reporting platform Not everyone had permission to create reports Required specialist knowledge to create the reports Nobody to train you in how understand the database and how to make the reports Searching in the tool either difficult or simply didn t work Of the ~50 standard reports created by those with the know-how, only 5 were used frequently.

13 ITSM REPORTS/ANY TEAM ITSM REPORTS/ANY TEAM/INCIDENT ITSM REPORTS/ANY TEAM/ANY SUBGROUP ITSM REPORTS/ANY TEAM ITSM REPORTS/ANY TEAM/SEARCHING ITSM REPORTS/_DEVELOPERS/IHS/TECHSUP ITSM REPORTS/BLACKBOARD SUPPORT ITSM REPORTS/_DEVELOPERS/HR ITSM REPORTS/ADHOC ITSM REPORTS/MANAGEMENT ITSM REPORTS/ANY TEAM/ITS ITSM REPORTS/MANAGEMENT ITSM REPORTS/ANY TEAM ITSM REPORTS/ANY TEAM/SEARCHING ITSM REPORTS/_DEVELOPERS/TEMPLATES ITSM REPORTS/TECHSUP ITSM REPORTS/_ADMIN/ITSM SUPPORT ITSM REPORTS/ANY TEAM ITSM REPORTS/ANY TEAM/ESS ITSM REPORTS/BLACKBOARD SUPPORT ITSM REPORTS/_DEVELOPERS/BLACKBOARD ITSM REPORTS/_DEVELOPERS/BLACKBOARD ITSM REPORTS/_DEVELOPERS/BLACKBOARD ITSM REPORTS/_DEVELOPERS/BLACKBOARD ITSM REPORTS/_DEVELOPERS/HR ITSM REPORTS/_DEVELOPERS/IHS ITSM REPORTS/_DEVELOPERS/IHS/TECHSUP ITSM REPORTS/_DEVELOPERS/IHS/TECHSUP ITSM REPORTS/_DEVELOPERS/IHS/TECHSUP/TIMM ITSM ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/CORPORATE ITSM REPORTS/_DEVELOPERS/ITS/EIS/INTRANET ITSM REPORTS/_DEVELOPERS/LIBSYS/LIBSYS ITSM REPORTS/MANAGEMENT ITSM REPORTS/TECHSUP ITSM REPORTS/TECHSUP ITSM REPORTS/TECHSUP

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15 Categorisation We had a 4 layer deep categorisation for Incidents which gave 578 combinations for classifying a ticket In an 8 month period, over 80% of the available combinations, had less than 20 tickets logged

16 6000 Categorisation Jan Aug Access Server Management Server Management Audio / Visual Systems Access Audio / Visual Systems Learning + Teaching Systems Server Management Learning + Teaching Systems Server Management Learning + Teaching Systems Server Management Learning + Teaching Systems Learning + Teaching Systems Learning + Teaching Systems Learning + Teaching Systems Training Support

17 6000 Top 80% Access Server Management Learning + Teaching Systems Learning + Teaching Systems Server Management Learning + Teaching Systems Learning + Teaching Systems Access Server Management Access Server Management Unable to Classify Web Support

18 Categorisation What this meant was: we had multiple ways to classify some things and no way to classify others The structure was too complex It took a while to identify how to classify a ticket

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21 Proposed Solution Replace existing tool Create a Reporting Coordinator role Critically look at the previously provided reports and if necessary make them more useful - most weren t actual reports Flatten the classification structure

22 Expected Response

23 Result

24 Our approach Replace our existing tool Train the trainer approach for Analysts Emphasis on T1 & T2 usability Enabled our users to find the data in the tool negating a lot of the needs for reports Create a Request Fulfillment Process Manager role Populate Service Catalogue with Request Offerings Create a Reporting Coordinator role Flatten the classification structure 4 deep down to 2. Now only (78 possible combinations) 11 services 8 categories under each

25 Self Service Uptake

26 Modules Survey Self Service Incident Voice Service Request Release Approvals Knowledge Tasks Config Problem Service Level Management Change Reporting

27 2013 (Go live) Survey Self Service Incident Voice Service Request Release Approvals Knowledge Tasks Config Problem Service Level Management Change Reporting

28 2014 Survey Self Service Incident Voice Service Request Release Approvals Knowledge Tasks Config Problem Service Level Management Change Reporting

29 2015 (planned) Survey Self Service Incident Voice Service Request Release Approvals Knowledge Tasks Config Problem Service Level Management Change Reporting

30 Lessons learned Be careful not to swing too far in the opposite direction Train the trainer only works if they want to Identify what you need to report on before you begin the reporting journey Volume vs Quality: Instead of reports, opt for Business Intelligence

31 After thoughts New tool can renew interest in IT Service Management New tool can be a good opportunity to implement process improvement Challenge it s always been done that way

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