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Service Management - Agenda

Service Management - Agenda. 8:00 - 8:30 Welcome and survey results Oren 8:30 - 9:00 Service management overview Oren and Kevin 9:00 - 10:00 CIO Panel – Jon 10:00 - 10:30 Break 10:30 - 11:05 Service lifecycle: Cradle 2 Grave Bernard, Romy 11:10 - 11:45 Service Catalogs Oren, Karen

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Service Management - Agenda

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  1. Service Management - Agenda • 8:00 - 8:30 Welcome and survey results • Oren • 8:30 - 9:00 Service management overview • Oren and Kevin • 9:00 - 10:00 CIO Panel – Jon • 10:00 - 10:30 Break • 10:30 - 11:05 Service lifecycle: Cradle 2 Grave • Bernard, Romy • 11:10 - 11:45 Service Catalogs • Oren, Karen • 11:45 - 12:00 Discussion and wrap-up

  2. Service ManagementSurvey Results CSG Spring 2010

  3. In which of the following IT service management areas do you currently have established process or are working on establishing consistent process (choose as many as apply)? Total responses (N): 21 Did not respond: 0 Answer Frequency Percentage Project and/or 20 95.24% service portfolio management Service Catalog 19 90.48% Change management 18 85.71% Incident management 18 85.71% Service Level Agreements 15 71.43% Configuration Management 14 66.67% Service metrics 13 61.90% Service Strategy 10 47.62% Order entry and fulfillment 10 47.62% Other: 2 9.52%

  4. Do you consistently create and publish service roadmaps for your IT services? Total responses (N): 21 Did not respond: 0 Answer Frequency Percentage Yes, for all IT services 1 4.76% Yes, for some IT services 9 42.86% No, but we're thinking about it 9 42.86% Not sure, what's a roadmap? 2 9.52% Other: 0 0.00%

  5. What's your organizational stance on ITIL as a service management framework? (choose as many as apply) Total responses (N): 21 Did not respond: 0 Answer Frequency Percentage We are fully embracing ITIL to manage our IT services 2 9.52% We have some people trained in ITIL and are using some of the principles and processes 15 71.43% We're interested and thinking about it, but haven't done anything yet 5 23.81% We think there are better frameworks out there for IT service management 0 0.00% Too often ITIL is treated as a religion and that makes us nervous 5 23.81% We're not interested in service management frameworks 1 4.76% Other: 1 4.76%

  6. Are you using any tools specifically for IT service management? (choose as many as apply) Total responses (N): 19 Did not respond: 2 Answer Frequency Percentage Packaged ITSM tools (like CA, NewScale, etc.) 7 36.84% General web collaboration tools (wikis, content management, etc) 14 73.68% Workflow tools (Sharepoint, Kuali workflow, etc.) 8 42.11% Other: 7 36.84% • Just bought PMG, in the process of setting it up (project delivery in Dec., 2010) • Footprints and SourceForge • RT for incident, change management & RCAs • HP Service Desk (CMDB) • Currently there are varying in-house developed solutions across units, but ITS is completing an assessment that reviewed some marketplace tools that offer an integrated solution to span multiple units • Remedy add ons • some units are using wikis (helpdesk, operations), intranets for internal policy and process information, basecamp for some project communication collaboration

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