Introduction to the itsm program at yale why are we doing this august 2011
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This document provides an overview of IT Service Management's plans to implement ITIL best practices at the university. It discusses: 1) Why ITSM is being implemented, including the need for an improved operating model and to take existing good processes "to the next level". 2) The phases of implementation, beginning with select processes like incident, problem, and change management, and the selection of ServiceNow as the tool. 3) Next steps including forming process owner teams, engaging an implementation partner, providing ITIL training, and coordinating related efforts across the IT department.
Introduction to the itsm program at yale why are we doing this august 2011
- 1. IT Service Management Update September 2011
- 2. IT Service Management Introduction • Why are we doing this? – We need a real IT operating model (customer satisfaction, efficiency, effectiveness, fiscal responsibility) – We had an ITIL compliant tool (HPSM) but did not implement ITIL processes or best practices – Already have good processes in some areas, but we are ready to take it to the next level – Ohio State University (OSU) Story • Program Management Team – Lou Tiseo, Paul DiBello, Rick Smith, Ricardo Chavira, Roseann Adams, Rod Gustavson, Jeff Capuano, Adriene Radcliffe 2
- 3. ITIL Service Lifecycle 3 Typical picture representing ITIL framework
- 4. ITIL Processes and functions Service Strategy Service Strategy Service Design Service Design Demand Demand Management Management Service Catalog Service Catalog Knowledge Knowledge Management Management Incident Management Incident Management Service Measurement Service Measurement Financial Financial Management Management Service Level Service Level Management Management Change Management Change Management Problem Problem Management Management Service Reporting Service Reporting Strategy Generation Strategy Generation Capacity Capacity Management Management Event Management Event Management Service Improvement Service Improvement Service Portfolio Service Portfolio Management Management Availability Availability Management Management Service Continuity Service Continuity Management Management Asset and Asset and Configuration Configuration Management Management Release and Release and Deployment Deployment Management Management Transition Planning Transition Planning and Support and Support Information Security Information Security Management Management Service Validation Service Validation Testing Testing Supplier Management Supplier Management Service Transition Service Operations Continual Service Service Transition Service Operations Continual Service Improvement Improvement Service Evaluation Service Evaluation Request Fulfillment Request Fulfillment Access Management Access Management Operations Operations Management Management Service Desk function Service Desk function Application Application Management function Management function Technical Technical Management function Management function 4
- 5. ITIL Processes and functions – PHASE I Service Strategy Service Strategy Service Design Service Design Demand Management Service Catalog Service Catalog Knowledge Knowledge Management Management Incident Management Incident Management Service Measurement Financial Management Service Level Management Change Management Change Management Problem Problem Management Management Service Reporting Strategy Generation Capacity Management Event Management Event Management Service Improvement Service Portfolio Management Availability Management Asset and Asset and Configuration Configuration Management Management Release and Service Continuity Management Deployment Management Transition Planning and Support Access Management Information Security Management Service Validation Testing Operations Management Supplier Management Service Transition Service Operations Continual Service Service Transition Service Operations Continual Service Improvement Improvement Service Evaluation Request Fulfillment Request Fulfillment Service Desk function Service Desk function Application Management function Technical Management function 5
- 6. IT Service Management Process Owners will begin to form ITSM governance • Incident, Problem, Change, Request, Asset/Discovery, Configuration, Knowledge, Service Catalog, and Metrics across all processes 6
- 7. IT Service Management Challenges Moving FAST ! Measured in weeks Many things happening in parallel process owners, tool strategy/recommendations, building a roadmap Transparency Organizational Readiness New Concepts Managing through Metrics Process Owners 7
- 8. Timeline Phase I • ITIL Foundation Training for 100 ITS employees during October • Configuration and stand up of processes outlined for our first round • Phased deployment to all of ITS 8
- 9. ITS Service Management Product Selection: Service-Now Implementation Partner: Fruition • Lessons Learned from current service management implementation • Gartner Evaluation – Leading Service Management Solutions – Commodity in market place – Low cost solution – TCO • Differentiators List 9 • We are currently in contract negotiations
- 10. ITS Service Management What this means for you • ITS Processes will span entire organization – Example – Incident Management • Our Incident Manager and will be monitoring the process from end-to-end and with help from the project team provide coaching to managers in the units who participate in this process • Same Process – Same Tool – Every one of us will use these processes and tools and in some way • Metrics with Universal Meaning – When we use the process the same way across ITS, the metrics have meaning. Data > Information > Manage 10
- 11. ITS Service Management This is the way we will do our work • • • • We are going to change our work practices Use correct process for its purpose The SLA’s match the use of the process Will touch everyone in ITS • Let’s talk about what this means to you, your team and the mission for your group… 11
- 12. ITS Service Management Next Steps • IT Service Management Process Owners • Engage ITIL Partner • Begin our implementation roadmap using a broader group of standard processes • ITIL training • Coordinate Efforts – ITS web site redesign – START replacement – IT Service Catalog 12
Editor's Notes
- #3: Explain your role in this effort and ongoing Discuss this is one of Len’s cornerstone for ITS This is not new for ITS. Many of you are already using these processes and doing it well; but not all of us are using all of the processes all of the time.
- #4: Services are the center It’s a series of processes
- #7: Ongoing Process owners
- #10: Today HPSM development is paralyzed in a sense. We cant onboard and configure other teams without significant lift, we cant use additional processes like request or service catalog without significant lift. We don’t have the right level of internal support for an on-site installation, we do not specific individuals responsible for processes
- #11: Today HPSM development is paralyzed in a sense. We cant onboard and configure other teams without significant lift, we cant use additional processes like request or service catalog without significant lift. We don’t have the right level of internal support for an on-site installation, we do not specific individuals responsible for processes
- #12: You have an important part in this. ITS service information will be reported using metrics and dashboards up to Len, Shauna and the Officers. More importantly though, the process improvements and the tool to support this work can make us a world class organization and a place to be proud to work. Through better service, we’ll have happier customers and we truly will be a world class ITS organization.