introduction to the itsm program at yale why are we doing this august 2011
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IT Service Management UpdateIT Service Management Update
September 2011
IT Service ManagementIT 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
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ITIL Service LifecycleITIL Service Lifecycle
3 Typical picture representing ITIL framework
ITIL Processes and functionsITIL Processes and functions
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Service StrategyService StrategyService StrategyService Strategy Service DesignService DesignService DesignService Design Service TransitionService TransitionService TransitionService Transition Service OperationsService OperationsService OperationsService Operations Continual Service Continual Service ImprovementImprovement
Continual Service Continual Service ImprovementImprovement
Demand Demand ManagementManagement
Demand Demand ManagementManagement
Financial Financial ManagementManagement
Financial Financial ManagementManagement
Strategy GenerationStrategy GenerationStrategy GenerationStrategy Generation
Service Portfolio Service Portfolio ManagementManagement
Service Portfolio Service Portfolio ManagementManagement
Service CatalogService CatalogService CatalogService Catalog
Service Level Service Level ManagementManagementService Level Service Level ManagementManagement
Capacity Capacity ManagementManagement
Capacity Capacity ManagementManagement
Availability Availability ManagementManagement
Availability Availability ManagementManagement
Service Continuity Service Continuity ManagementManagement
Service Continuity Service Continuity ManagementManagement
Information Security Information Security ManagementManagement
Information Security Information Security ManagementManagement
Supplier ManagementSupplier ManagementSupplier ManagementSupplier Management
Knowledge Knowledge ManagementManagementKnowledge Knowledge
ManagementManagement
Change ManagementChange ManagementChange ManagementChange Management
Asset and Asset and Configuration Configuration ManagementManagement
Asset and Asset and Configuration Configuration ManagementManagementRelease and Release and Deployment Deployment ManagementManagement
Release and Release and Deployment Deployment ManagementManagement
Transition Planning Transition Planning and Supportand Support
Transition Planning Transition Planning and Supportand Support
Service Validation Service Validation TestingTesting
Service Validation Service Validation TestingTesting
Service EvaluationService EvaluationService EvaluationService Evaluation
Incident ManagementIncident ManagementIncident ManagementIncident Management
Problem Problem ManagementManagement
Problem Problem ManagementManagement
Event ManagementEvent ManagementEvent ManagementEvent Management
Request FulfillmentRequest FulfillmentRequest FulfillmentRequest Fulfillment
Access ManagementAccess ManagementAccess ManagementAccess Management
Operations Operations ManagementManagementOperations Operations
ManagementManagement
Service MeasurementService MeasurementService MeasurementService Measurement
Service ReportingService ReportingService ReportingService Reporting
Service ImprovementService ImprovementService ImprovementService Improvement
Service Desk Service Desk functionfunctionService Desk Service Desk functionfunction
Application Application Management Management functionfunction
Application Application Management Management functionfunction
TechnicalTechnicalManagement Management functionfunction
TechnicalTechnicalManagement Management functionfunction
ITIL Processes and functions – PHASE IITIL Processes and functions – PHASE I
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Service StrategyService StrategyService StrategyService Strategy Service DesignService DesignService DesignService Design Service TransitionService TransitionService TransitionService Transition Service OperationsService OperationsService OperationsService Operations Continual Service Continual Service ImprovementImprovement
Continual Service Continual Service ImprovementImprovement
Demand Demand ManagementManagement
Financial Financial ManagementManagement
Strategy GenerationStrategy Generation
Service Portfolio Service Portfolio ManagementManagement
Service CatalogService CatalogService CatalogService Catalog
Service Level Service Level ManagementManagement
Capacity Capacity ManagementManagement
Availability Availability ManagementManagement
Service Continuity Service Continuity ManagementManagement
Information Security Information Security ManagementManagement
Supplier ManagementSupplier Management
Knowledge Knowledge ManagementManagementKnowledge Knowledge
ManagementManagement
Change ManagementChange ManagementChange ManagementChange Management
Asset and Asset and Configuration Configuration ManagementManagement
Asset and Asset and Configuration Configuration ManagementManagementRelease and Release and Deployment Deployment ManagementManagement
Transition Planning Transition Planning and Supportand Support
Service Validation Service Validation TestingTesting
Service EvaluationService Evaluation
Incident ManagementIncident ManagementIncident ManagementIncident Management
Problem Problem ManagementManagement
Problem Problem ManagementManagement
Event ManagementEvent ManagementEvent ManagementEvent Management
Request FulfillmentRequest FulfillmentRequest FulfillmentRequest Fulfillment
Access ManagementAccess Management
Operations Operations ManagementManagement
Service MeasurementService Measurement
Service ReportingService Reporting
Service ImprovementService Improvement
Service Desk Service Desk functionfunctionService Desk Service Desk functionfunction
Application Application Management Management functionfunction
TechnicalTechnicalManagement Management functionfunction
IT Service ManagementIT 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
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IT Service ManagementIT 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
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TimelineTimeline
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
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ITS Service ManagementITS Service Management
Product Selection: Service-NowImplementation 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
• We are currently in contract negotiations9
ITS Service ManagementITS 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
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ITS Service ManagementITS 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…
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ITS Service ManagementITS 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
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Thank you. Questions?Thank you. Questions?
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