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IT Service Management

IT Service Management. Using Process to Optimize Technology Resources and Delight Customers. Panel Introductions. Tracy Schroeder VP, IS&T, Boston University since 2009 CIO/VP IT, University of San Francisco, 2002 – 2009 ITIL Foundation certification, V2 and V3. Oren Sreenby

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IT Service Management

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  1. IT Service Management Using Process to Optimize Technology Resources and Delight Customers

  2. IT Service Management Panel Introductions • Tracy Schroeder • VP, IS&T, Boston University since 2009 • CIO/VP IT, University of San Francisco, 2002 – 2009 • ITIL Foundation certification, V2 and V3 • Oren Sreenby • Sr. Director, Emerging Technologies and Communications, University of Chicago • University of Washington1994-2010 • Brett Coryell • Deputy CIO, Emory University since August 2007 • Deputy CIO, Purdue University, 2004-2007

  3. IT Service Management Agenda • Institution’s Experiences • Emory University • Boston University • University of Chicago • Common Themes • Discussion

  4. Emory Overview • Emory University and Emory Healthcare: • Employees: 23,469 (includes 3,777 faculty) • Operating Budget: $3.0 billion • Endowment: $4.5 billion • Emory University • Students: 12,930 (6,980 undergrad; 5,950 grad/professional) • Sponsored Research: $535 million • Emory Healthcare • Largest healthcare system in Georgia • About 1200 licensed beds and 2M ambulatory visits/yr

  5. Visual History of IT • 2000 • 5 orgs to 1 • Fiber rings • PS SA, HR • 2005 • Single CIO • Exchange • Wireless • Avaya (SVP) • 2007-08 • University IT • Project Mgt • IT Operations • Major reorg • 2009-11 • Budget cuts • ITIL Training • Service-now • Refine reorg 20xx Change, Incident, Catalog, Config Consolidation Foundation Projects Ops Excellence Innovation 5

  6. Help Emory create the future. Push the line down. Objective (our vision) Budget Building Tomorrow Running Today

  7. (Quick win, 3 yrs later)

  8. Our ITIL Journey Round 1 Training + Change + Problem Round 2 Training + Reorg + Incident, Catalog, SLM Round 3 Training + RIFs + SN + Incident 2, KM, Config Round 4 Limited Training + Hires + PPM, KM 2, Config 2, Problem 2, Change 4, Service Availability, SLA 2?, Catalog 2?, Request?

  9. Service Desk • The Plan • Bring it under control • Keep it under control • Add more metrics

  10. Good and Bad • Successes • 19 groups using the same tool in the same way • Amazing growth on a flat budget • Increased stability • Increased trust • Changed the discussion about IT at Emory • Challenges • Incredible effort to build coalition of various IT groups • Costs freed up mostly given back • Staff reductions • FCR down, not up • Ownership by managers is still elusive

  11. Results of ITSM • 44 of 100 services had no unplanned downtime at all • 60 of 100 services achieved 99.99% availability or higher • 75 of 100 services achieved 99.90% availability or higher • Plus formation of enterprise Architecture Review Team

  12. Results of ITSM Mean Time to Resolve Incidents FY11 so far: MTTR=53 hrs including pending; std dev = 29 hrs.

  13. Results of ITSM “I would have killed myself last year without central IT to show the way.” “I almost feel like the teacher’s pet. It’s a little embarrassing being the example over and over again.” “The last time we did strategic planning we purpose kept IT away from the table because we knew you would hide and waste the money. We’re overdue for inviting you back to the table.”

  14. IT Service Management About Boston University & ITIL • A major private, residential, research university with two campuses in Boston and operations throughout the world • Carnegie Classification: RU/VH • 31,766 Students • 2,622 Faculty • Began work on ITIL adoption in September, 2009

  15. IT Service Management ITSM Goals • Build credibility through operational excellence. • Improved client experience through focus on the client perspective. • Efficiency, with a goal of ability to redirect additional resources to projects • Job satisfaction for IT staff

  16. IT Service Management

  17. IT Service Management Where we started

  18. IT Service Management Where we are going

  19. IT Service Management Successes • Improved reliability • Service Catalog-based web site • Training, common language, goodwill • Coming soon: Ability to leverage service desk and service management system for ERP rollout

  20. IT Service Management Before

  21. IT Service Management

  22. IT Service Management

  23. IT Service Management Training • Initial ITIL one-day overview • Service Catalog workshop • 3 Foundation certification Trainings • ITIL Book Club • ITIL Awareness for governance committee members • ITIL Awareness+ sessions for staff and partners • 3 more Foundations trainings coming this fall

  24. IT Service Management ERP Incident & Request Workflow Go-Live Support

  25. IT Service Management Challenges • Defining services • Working without a real service management system • Cross-training at the service desk • Aligning service management, project management for relationship management • Understanding and applying configuration mgmt

  26. IT Service Management PMO & SMO ITIL Roles Service Owner, input from multiple sources Relationship Manager, input from Service Level Manager Director, Manager, Lead

  27. IT Service Management Lessons Learned • Start with training and building shared understanding • Identify a consulting partner that works for you • Don’t skip steps • Put tools in place as early as possible

  28. Big Ten Champion in 1899, 1905, 1907, 1908, 1913, 1924 First Winner of “Downtown Athletic Club” trophy (Heisman Trophy) -  Jay Berwanger, University of Chicago, 1935 Left Big Ten athletics in 1946 5,134 undergraduate students 10,492 graduate and professional students Nobel prize winners affiliated with the University of Chicago?  - 86 A seriously intellectually geeky place (and proud of it).

  29. ITSM “is a discipline for managing information technology systems, philosophically centered on the customer’s perspective of IT’s contribution to the business.” - wikipedia

  30. TheGoal

  31. Not the goal

  32. ITSM at uchicago Disclaimer about me

  33. Bad Process

  34. Good Process • Don’t have to reinvent the wheel each time you go for a drive • Makes it easier to get things done • Doesn’t get in your way

  35. Where we’re starting

  36. How Are We Doing? • Online Now • Service Catalog • Knowledge Base • Sev. 1 Outage Process • In Development for July 2011 • Change Management • Incident Management • (basic) Service Level Documentation

  37. Tool Criteria Web based Open interfaces We like software as service

  38. Tools

  39. Challenges & Lessons Learned Set priorities – decide which pain points are important to address first. Be willing to get it wrong at first and adjust as you go. Sponsorship and direction from the top is important, but… Leadership and buy-in on the ground is just as important. Good tools may help you not have to reinvent the wheels, but… Technology is not the hard part.

  40. IT Service Management Common Themes • Customer Satisfaction AND Resource optimization • Starting with Change Management • Defining services, then defining them again • Training is worth the investment (shared vocabulary) • Building the Service Desk function • Service Management System implementation

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