“Incremental Improvement versus Delayed Perfection”

1. “Incremental Improvement versus Delayed Perfection” August 16, 2012 Vice President, IT Compliance and Standards Mary Jo McElroy

2. Objectives Today • Form a mental picture of how OhioHealth is approaching its Service Management journey from the perspectives of: • Framework • Education • Roles • Documentation • Metrics • Tools • Changing human behavior • See how we use an annual plan to make it happen

3. Program Structure

4. OH Service ManagementLifecycle Framework 1 Service Strategy 1.1 Financial Management 1.2 Business Relationship Management 2 Service Design 2.1 Service Catalog Management 2.2 Service Level Management 2.3 Supplier Management 2.4 Capacity Management 2.5 Availability Management 2.6 IT Security Management 2.7 IT Service Continuity Management 4 Service Operation 4.1 Service Desk 4.2 Application Management 4.3 Technical Management and IT Operations 4.4 Request Fulfillment 4.5 Access Management 4.6 Event Management 4.7 Incident Management 4.8 Problem Management 5 Continual Service Improvement 3 Service Transition 3.1 IT Asset Management 3.2 Service Asset and Configuration Management 3.3 Release and Deployment Management 3.4 Testing 3.5 Knowledge Management 3.6 Change Management 2.8 Design Coordination Project Management

5. ITIL Education • EXIN (Examination Institute for Information Science) certifications: • ITILv3 Foundation certificate -- ~ 155 • ITILv3 Foundation class with OH exam -- ~ 150 • Practitioner/ Intermediate Level Courses – 1 • Service Manager expert – 0 • We teach our own internal Foundation course • Content developed in-house • Offer three times a year • Three-day class with OH exam on third day (70% to pass) • Faculty -- our process managers • Optional EXIN exam at a Prometrics Center

6. FY13 Education Plans • Formal curriculum of classroom training on selected topics • On-line mandatory training for some processes • Lunch and Learn sessions • Intermediate certification for 3 people • Participation in Pink Elephant 17th Annual Conference • Participation in ServiceNow regional user group • Participation in ServiceNow international user group conference

7. 3 Primary ITIL Roles • Process owner • ACCOUNTABLE for overall process • Process manager • Architect, surveyor, coach, and cheerleader for the process • Service owner • Responsible for one of our 36 Business Services or 12 Supporting Services

8. IS VPs are Process Owners Suzanne Dewoody Service Level Management Business Relationship Management Project Management Incident Management Service Desk (function) Problem Management Jim Lowder Service Asset and Configuration Management Availability Management Capacity Management IT Service Continuity Management Security Management Event Management Technical Management and IT Operations Mary Jo McElroy Financial Management Supplier Management IT Asset Management Access Management Request Fulfillment Knowledge Management Continual Service Improvement Charles Wagner Application Management (function) Release and Deployment Management Testing Change Management Service Catalog Management

9. Process Managers • Design the process (architect) • Measure the process (surveyor) • Educate about the process (coach) • Advocate for the process (cheerleader) 23 Process Managers (+ alternates) • Motivated, collaborative, facilitative, communicative, change-oriented • Some are management, others are not • Some are very technical, others are not • Some manage processes full time, others do not • “Early adopters”

10. ServiceOwners • 36 Business Services • Medication Use Information Services • Financial Information Services • Email and Calendar Information Services • Hospital Logistics Information Services • Cardiology Information Services • 12 Supporting Services • Data Center Hosting Services • Network Services • Desktop Engineering Services

11. Documentation

12. Metrics • No metric/s → some metric/s • Baby metric/s → more mature metrics • Started formal Continual Service Improvement process last year …. focuses on metrics • Behind our customers in terms of maturity of measurement in general

13. Process Maturity Levels Optimized Integration Control Awareness Initiation

17. Tools

18. ServiceNow Modules

19. ServiceNow Releases • Moving to the cloud • Berlin release • Calgary release • Service Portfolio Management • Project and Portfolio Management • Asset Management • Field Service Management • Governance, Risk and Compliance • Runbook Automation

20. Influencing Changes in Behavior • Vital Behaviors • Personal • Motivation • Ability • Social • Motivation • Ability • Structural • Motivation • Ability

21. Influencing Changes in Behavior Track 1, Session 601

22. Annual Plan and Execution

23. Our Service ManagementJourney … The Next Few Miles FY13 Plan

24. FY13 Plan for Access Management • PM Scott Supman; alternate Annette Searfoss • Increase process maturity from 69 to 74 • Roadmap: • Implement 4 IdAM projects (POI #2, POI #3, POI #4 and Grady RBAC) • Replace existing remote access request orderable in SC • Work with ITSCM to create process for emergency access in the event of a disaster • Metrics • Reduce 4800 calls to the CSC for access requests • Do baseline measurement of % compliance with meeting end user’s desired completion date for access requests, then set target

25. FY13 Plan for Problem Management • PM Bradley Shumate; alternate TBD • Increase process maturity from 70 to 76 • Roadmap: • Find meaningful use for each team • Demonstrate and learn from the process by leading/owning problem records (Tiger Teams) • Evolve the Known Error Database • Develop more defined criteria for opening a Problem Record • Improve LMS online modules for PM • Offer classes for SNC, PM, and IS/IS-NOTs • Problem Models?? • Use SNC to escalate for work commitment • Metrics: • Mature the metrics

26. FY13 Plan for IT Design Coordination • PM Kathy Hoffman; alternate Stephen Glasgow • Re-design “System Architecture Review” process to become Design Coordination as a “gate review” between service design and service transition • Standardize inputs, outputs, roles and responsibilities • Revamp process playbook, OPP, and ServiceNow to accommodate changes • Educate about revised process • Roll it out!

27. FY13 Plan for Security Management • PM Jerry Walters; alternate Jason Luttrell • Increase process maturity from 56 to 65 • Roadmap: • •Evaluate ServiceNow GRC module as a potential replacement for c360 • •Develop Infosec requirements to feed the Design Coordination effort • •Investigate new standards and develop strategy for Medical device security • •Evaluate and select a tool to improve Active Directory reporting • •Develop application security program • Metrics: • •Increase Security Awareness training to improve ICE KPI • •Complete SSPs for 100% of RTO 2-3 applications • •Re-evaluate RTO 0-1 app SSPs

28. FY13 Plan for IT Service Continuity Management • PM Tim Brown; alternate Dave Lauer • Increase process maturity from 91 to 96 • Roadmap: • ITSCM and ICS OPP’s • ICS OPP ties DR to Incident • Review and Score ARP’s • Conduct Fall ICS drill • Develop critical application recovery priority list • Metrics: • Track application recoverability based on DR Testing OPP • 100% of RTO 0 & 1 tested by FY end

29. FY13 Plan for Application Management Function • FM Andrea Darby, alternate Larry Waibel • Implement bi-monthly application management meeting with all application owners to: • Assist with CMDB application reviews for completeness including AIA and ARP • Assist with testing plan creation, execution and documentation for Level 2 and 3 projects • Assist with coordination of failover testing • Participate in the development application security plans • Continue to work with Incident and Problem Management to improve the process

30. FY13 Plan for Service Desk Function • FM Salil Verma; alternate Mario Morgan • Virtualize the Service Desk to bring support closer to end user • Increase HDI maturity of the service desk from 1.8 to 2.3 • Have 45% of Support Services OH ITIL “certified” • Baseline the Incident Survey Score • Baseline and transition OLA for Support Org • Metrics • FCR from 56 to 60 • Baseline individual productivity • Service Desk Maturity from 1.8 to 2.3 • New Scorecard (OLA / Call Quality (TBD) / Productivity / Incident Survey)

31. IS Process Council Executes the annual plan • FY13 schedule of biweekly meetings • Schedule for reporting established at beginning of the year • FY13 focus on “adoption” • Some meetings devoted to “listening” to managers and process “doers” • Metrics reporting