Session 305 :Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services Ana Agostini & Eddie Vidal

Transcription

1 Session 305 :Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services Ana Agostini & Eddie Vidal April 11, 2018

2 Agenda Who is Memorial? Accountability Value of ITSM tool to MHS Improvements & Changes Scope Training Transformation Transparency & Reporting Communication plan Lessons Learned 3 About Memorial 1926 Licensed Beds $1.9B (FY17) Total Revenue 13,800 Employees 210 Clinics 6 Hospitals Most Wired for 10 years Most Wired Advanced 2017 Modern Healthcare Magazine Best Places to Work in Healthcare 8 out of the last 9 years 3,000 Non- employees ~305 Employed Physicians 1700 Affiliated Physicians Since March 2017 Go Live 160K + Incidents (18K + Self Service) 172K + Phone Calls 67K + Requests 4

3 Challenges Prior to Implementation All incidents are coming through our Service Desk? We are able to measure success? There are predefined service levels? All teams use ITSM tool to manage incidents? We are able to scale inside and out of MHS? Perceived delays with Service Desk? Lack of visibility/status for Incidents and Requests? 5 Goals for ITSM Tool Project Adopt an ITIL best practice approach across all of IT Establish a common and efficient approach to deliver stable and reliable IT Services to the business customer Replace our current system with an integrated solution that will help us better manage our processes and service our customers Have all IT teams use ITSM tool to track ALL incidents and requests 6

4 Value How did we sell the value to our end users and IT support teams? Visiting end users and participated in their team meetings WIIFM 7 Value Knowledge Articles What is this? It s in the way, can we move it down to the bottom of the form? Can we remove it? Incident Recording and Categorization Knowledge Articles Resolution & Closure 8

5 Seeking Leadership Support PRIORITY Description Max Time to Respond Max Time to Resolve 1 Critical minutes 4 4 hours 2 High minutes 1 day 3 Medium 4 4 hours * * 33 days ** 4 Low hours * * 55 days ** * Business Hours Week days (7 am to 5 pm) 9 10

6 Seeking Leadership Support PRIORITY Description Max Time to Respond Max Time to Resolve 1 Critical minutes 4 4 hours 2 High minutes 1 day 3 Medium 4 4 hours * * 33 days ** 4 Low hours * * 55 days ** * Business Hours Week days (7 am to 5 pm) 11 Scope Scope Phase 1 Replace ITSM tool Splitting Incidents and Request Replace Knowledge Base Service Catalog New Service Portal Reporting and Dashboards Service Levels Change Management CMDB Asset Management Problem Management (IRC/RCA) 12

7 Scope did we bite off more than we can chew? Scope Phase 1 Replace ITSM tool Splitting Incidents and Request Replace Knowledgebase Service Catalog New Service Portal Reporting and Dashboards Service Levels Change Management CMDB Asset Management Problem Management (IRC/RCA) 13 Scope detour Instead of moving forward with future phases we focused on the following: Received user feedback Focused on User Experience Adapted and made changes to meet the needs of our customers 14

8 Focus Group 15 Get Access Benefits/ changes: Easier for the user to find the Access related catalog items that were under the Service Catalog. The 6 most requested items display on the top of the screen. These were selected based on reports ran in ServiceNow. ALL other Access related items display below in alphabetical order. The user can use the Quick Link side menu to see the layout for Business, Clinical or General Systems access. The Service Catalog will contain Hardware, Software and Services. 16

9 Benefits/Changes: Easy to navigate and find stuff New Service Portal More real estate for communication, marketing and education widgets Better keyword search functionality Knowledge widget to encourage users to read articles More user related links in the header Request, RITM & TASK now in a single view Comments sent via the RITM widget is pushed to the TASK once the TASK is created Comments sent via the TASK widget is pushed to the TASK. 17 Transformation what did we try to solve? Did we set expectations too high? What has changed? What hasn t changed? What do we expect to change in the future and how easy/difficult will it be? 18

10 Transparency Hospital dashboards for VP and Sr. Mgmt Go live dashboard Sharing Incident and Request metrics weekly 19 Transparency What we did What happened How we adapted What we are going to do 20

11 Transparency & Reporting Received over 1000, why? + calls due to what? Was there an or IRC to communicate issues? Average number of calls per day Monthly Phone Report

12 Building Accountability - Incident vs Request Why do you open an Incident? A. It s easier than opening a request B. To bypass the approval process C. Don t know the difference between Incident and Request D. Something is broken E. Other 23 Process Improvements Release Management Test Management Auto assignment of incidents and requests Computer Telephony Integration with ITSM tool for Service Desk Secondary and additional approvals for requests Reporting Onboarding 24

13 Process Improvements Integration between ServiceNow and our Provisioning system Request is automatically created for the System Access team when a new employee is onboarded, transferred or a terminated Requests can also be created for other teams for additional accounts creation Contacts are automatically created when a new user joins MHS (employee and non-employee) or updated if any changes 25 Self Service 26 26

14 Training Videos WebEx E-Learning Flyers Reference Guides ITIL Fulfiller classes Lunch & Learn for ITIL Fulfillers Q & A Sessions 27 Communication plan 1. Flyers Cookies and Learn 4. Intranet 5. Team meetings 6. Tip Sheets 7. FAQ s 8. Countdown Clock 9. Focus Groups 28

15 How can you help? Support the ServiceNow transformation Communicate to your team Collaboration among IT Teams Create expectations to better manage your team Recognize great performance Better manage the customer experience 29 Lessons Learned Obtain the right people in advance Focus Groups Include more decision makers and users of your product Network with your peers in your industry to hear their success and lessons learned. Do your research Gather and document requirements and stay as much as possible with OOB workflows OOB solutions may not always work for your organization Find the correct balance between your current process and how the tool works 30

16 Ana Agostini Eddie Vidal Over 16 years experience in Healthcare Administrative Director IT PMO, Service Desk, Identity and Access Management Former Consultant at Accenture Implementation of Electronic Medical Records (EMR), Identity Access & Service Management systems PMP, Epic & ITIL v3 certified Masters Industrial Engineering, Minor in Project Management 25 years experience in Healthcare, Hospitality, Travel and Higher Education International Keynote Speaker HDI Hall of Fame Inaugural Class of itsmf President s Award 13 Time HDI & Fusion Track Chair & Speaker HDI Strategic Advisory Board Member Founder and President Emeritus of South Florida HDI Local Chapter ITIL V3 Foundations, OSA and HDI Support Center Manager Certified itsmf Monthly Podcast Producer and Host Podcast co-host for eddie_vidal@yahoo.com 31 Questions? 32

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