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Service Lifecycle Cradle 2 Grave

Service Lifecycle Cradle 2 Grave. Romy Bolton – University of Iowa Bernard Gulachek – University of Minnesota. Basis of the Discussion. Focus on Evolution of Project to Service Tools for Service Management Service Reviews. Focus on Positioning & Investment Definition Metrics

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Service Lifecycle Cradle 2 Grave

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  1. Service Lifecycle Cradle 2 Grave Romy Bolton – University of Iowa Bernard Gulachek – University of Minnesota

  2. Basis of the Discussion Focus on • Evolution of Project to Service • Tools for Service Management • Service Reviews Focus on • Positioning & Investment • Definition • Metrics • Governance

  3. Service Positioning and Investment

  4. Enterprise Investment The Institution’s Criteria for Decision-Making: • Centrality to Mission • Quality, Productivity, and Impact • Uniqueness and Comparative Advantage • Enhancement of Academic Synergies • Demand and Resources • Efficiency and Effectiveness • Development and Leveraging Resources

  5. Integrated Administrative Services Framework Accountable to Both Nimble Good Value Best Practices Transparency + Single Enterprise + Efficient + Common Support -Redundancy - Costly - Lacking Standardization + Unit Focus + Effective + Responsive • Unresponsive • Little Accountability • - Inflexible Integrated Services Continuum Distributed Centralized

  6. Integrated Technology Services Framework • Principles • Mission Specific or Strategic Importance to Local Unit • Uniqueness • High Touch, High Interaction • Little Cross-Unit Use • Emerging, Immature Technologies • Examples: • Computer Desktop Support • Web Development & Content Management • Academic Application Development & Support • Research Application Development & Support • Principles • Institutional Vision & Mission Alignment • Institutional Mission Criticality • Strategic Leadership Opportunity • Interoperability • Common Need • Institutional Economy-of-Scale Value • Technology Maturity • Institutional Risk • Examples: Accountable to Both Nimble Good Value Best Practices Transparency + Single Enterprise + Efficient + Common Support -Redundancy - Costly - Lacking Standardization + Unit Focus + Effective + Responsive • Unresponsive • Little Accountability • - Inflexible Integrated Services Continuum Distributed Centralized

  7. Project To Service

  8. Service Management at Iowa • Late 90’s started “Project Review” • Re-tooled Project Framework in 2007 • Service Lifecycle Management (SLiM) in 2008 • Light ITIL framework • Emphasis on Service Definition, Publication, End User Request, Provisioning • Project Review • Discovery • ITS Spotlight • CITL and IT Admins • Service Catalog • Iowa Knowledge Environment • Do It Yourself (DIY)

  9. Established Project Culture • Iowa Project Lifecycle • Discovery • Planning • Implementation • Closeout

  10. Project to Service Definition • Starts in Planning Phase of the Project • Identify service owner and provider • Identify KPIs for service • Reassess risks and cost-benefit for service • Identify Criticality of Service on scale of 1 - 4 • Update 5 yr TCO and funding source • Document service milestones • Update status in ITS Service Catalog, as appropriate

  11. Tools for Internal Management

  12. Tools for Internal Management

  13. Public Facing Tools - Service Catalog

  14. Public Facing Tools - Service Catalog

  15. Public Facing Tools – Knowledge Management

  16. Public Facing Tools – Knowledge Management

  17. Public Facing Tools – DIY

  18. Public Facing Tools – DIY

  19. Service Review Triggers for Service Review User Needs Environmental Financial Security Event (post-mortem) Hardware Refresh New Software Version End of Life for Product

  20. Service Review

  21. Review OIT mission, vision, values, and goals OIT Quarterly Work-Plan Begins OIT units submit work plan ideas for upcoming FY OIT / CIO work plan set IT Compacts signed with deans / VP’s Sept OIT Compact submitted to U for upcoming FY OIT FY budget set by U FY Begins Dec • Governance • Unit IT Leadership • Deans, Chancellors, VPs • Faculty Governance • Executive Team OIT Quarterly Work-Plan Begins 6-Year IT plan finalized June OIT Quarterly Work-Plan Begins OIT budget allocation set by U for upcoming FY OIT performance reviews March Collegiate Compacts complete Service Review OIT Quarterly Work-Plan Begins

  22. Review OIT mission, vision, values, and goals OIT / CIO work plan set Sept OIT Compact submitted to U for upcoming FY FY Begins Dec • Governance • Unit IT Leadership • Deans, Chancellors, VPs • Faculty Governance • Executive Team June March Service Review

  23. Service Performance Measurement

  24. Service Performance

  25. Service Performance

  26. Service Performance

  27. Service Governance

  28. Service Governance Role of Service Governance Groups: • Serve as the voice of our customers • Provide input on services and service levels. • Provide priority and sequencing advice. • Help socialize directions and solutions.

  29. Wrap-Up Discussion • What role do others play in determining new and retiring services? In defining them? • How are services implemented on your campuses? Do IT Partners (those outside your unit) play a role in that implementation • How have your conversations changed in terms of service review and management?

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