University of Oregon ITSM Awareness Education

Transcription

1 University of Oregon ITSM Awareness Education

2 Opening Session Purpose of Session Background ITSM Overview IS Approach 15 minute break Breakout Sessions Overviews Scenario walkthrough 15 minute break Closing Session Next Steps Agenda

3 Purpose of Session Provide awareness of improvement opportunities and current efforts Share the ITSM approach Establish a common understanding

4 Drivers Position IS as the preferred IT provider Provide premier IT Services Gain campus trust Coordinate major incidents Improve communications Reduce service down time

5 Strategic Intent Establish a customer-based Service approach Initial focus areas: Incident Management Change Management Service Catalog Management Service Desk Function

6 University of Oregon Benefits ITSM service benefits Shared expectations and language across the organization Reduced occurrences of significant incidents impacting the business Improved user experience

7 More University of Oregon Benefits ITSM strategy benefits The ability to optimize IT resources Increased alignment of IS effort to the university Benefits to both service and strategy Improved decisions in managing the delivery of services Improved ability to identify continuing opportunities for improvement

8 Why ITIL? Provides an approach to improving existing processes and concepts in focus Helps focus on a systematic approach Utilize a proven path to reduce the time to make necessary improvements ITIL is a Service Management Framework This means that the processes described by ITIL exist for the primary purpose of planning, delivering and supporting IT services.

9 ITIL Service Lifecycle Processes SERVICE STRATEGY Strategy Management For IT Services Service Portfolio Management Business Relationship Management Financial Management For IT Services Demand Management Service Catalog Management: Define IS Services in support of a Service-Oriented Approach Change Management: Management of necessary changes to reduce risk to business processes SERVICE DESIGN Design Coordination Service Catalog Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access Management Functions Service Desk Technical Management IT Operations Management Application Management Incident Management: Improve the timely resolution of Incidents impacting the business Service Desk: Moving in the direction of reducing the number of user access points to simplify their experience Crown copyright 2011 Reproduced under license from AXELOS Limited Figure 1.1 Service Strategy CONTINUAL SERVICE IMPROVEMENT Seven Step Improvement SERVICE TRANSITION Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation & Testing Change Evaluation Knowledge Management

10 What Is A Service? Services are a means of delivering business value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks People do not want quarter-inch drills. They want quarter-inch holes. Professor Emeritus Theodore Levitt, Harvard Business School

11 Example of IT services is like that of a restaurant

12 Example of IT services is like that of a restaurant

13 Example of IT services is like that of a restaurant Externally defining and delivering value through services rather than internally focusing only on the management of the systems or technologies

14 Incident Management IS Focus Focus on improved restoration Change Management Focus on less risk in making changes Service Catalog Management Focus on IS alignment to business Service Desk Improved user (faculty, staff, students) experience

15 Incident Management Benefits Improved awareness/visibility Improved collaboration and coordination between the teams Consolidated communications channels Reduced duplication of effort Faster time to restoration

16 Change Management Benefits Improved visibility across teams The ability to identify conflicts Increased ability to identify risk Understanding Incidents related to Changes Improved consistency and management of Changes Since August 2014, 814 changes have gone through the CM process 108 are Recurring changes (13%) 195 are Emergency changes (24%) 511 are Normal changes (63%)

17 Change Management Benefits Proactive planning for Changes Better planning for resources and coordination Communicating about Changes and related downtime Less Incidents related to Changes

18 Service Catalog Management Benefits Increased understanding of dependencies relating to Service delivery Provide better information to support an improved prioritization approach Improved understanding of value and Services provided to customers Become a more Service-Oriented organization

19 Service Desk Benefits Reduce points of contacts/entry for Incidents, Request and other end user related contacts Optimizing appropriate resources in providing support to users Improved capability to manage the lifecycle of Incidents and Requests More efficient and effective understanding of escalation to different teams Bridging the gap between IS and users (Representing the users to IT and IT to the users)

20 Breakout Session

21 Break!

22 Head to Breakout Session

23 Welcome Back!

24 Scenario discussion Please share 1 or 2 takeaways you had from the discussion in the breakout sessions.

25 Next Steps for Incident Management Process creation IM Committee Development of a charter for committee in progress

26 Who are your resources for Incident Management? Your Director IM Process Design Team: Sara Stubbs -Steven Menken Micah Sardell -Patrick Chinn Leo Clark -Tim Ketchum Kelsey Lunsmann -Eric Shoemaker Chris Trown

27 Next Steps for Change Management Continual process improvement Defining metrics to evaluate process

28 Who are your resources for Change Management? Your Director Change Advisory Board/Design Committee: Patrick Chinn -Will Laney Tony Saxman -Jeff Jones Randall Klein -Rob Chevalier Jason Edmiston -Jillian Sallaway Kelsey Lunsmann

29 Next Steps for Service Catalog Service definition work is underway Considerations for presentation of the Service Catalog are being discussed Definition of service ownership & sponsorship by Operations Team

30 Who are your resources for Service Catalog? Your Director Leadership team members: Sara Stubbs Patrick Chinn

31 Next Steps for Service Desk Continue assist groups in identifying 1 st contact support that s appropriate to transition Continue to identify and implement skills and knowledge necessary to handle the transition Identifying metrics for TSD to evaluate volumes, peak times, fluctuations, etc. Evaluation of Service Desk operational delivery Hours of operation, after-hours support, staffing, etc.

32 Who are your resources for Service Desk? Technology Service Desk staff: Sara Stubbs -Kelsey Lunsmann Andy Montgomery

33 Other Areas Continuing to improve the communications through an integrated approach with the processes and teams Formalize leadership of the ITSM effort Identify process owners for initiatives to continue process improvements

34 What we need from you Active participation in the improvement initiatives Provide suggestions and/or feedback through appropriate channels CAB Members (Change Management) Incident Team (Incident Management) Service Desk Directors (Any process/function incl. Service Catalog)

35 Thank You!