Common Help DeskDeep Dive

Tom Bourgeois / Laurel Wadlund

Campus IT Services

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Primary Project GoalThe goal is to unify IT support across campus and develop one institutional “Help Desk” for all users.

A Help Desk Tool (a software package or SAAS/PAAS solution; TBD)

Services to configure within a tool, • Such that a consumer of the service can

• Easily find the service• Understand what the service entails and how it will

be delivered (form realistic expectations)• Request the service• Receive the most efficient service delivery possible

• Such that a service provider can• Understand what the consumer is asking for• Route / Assign the service task to the most qualified

/ most available service delivery resource• Provide the service• Understand the effort related to providing the

service

Project Parts

Overview

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Common Help Desk Tool

Overview

Central IT Services Campus IT Services

Federated Services

Federated Services - Key Concepts

The Tool Intelligently Routes a work request to a Service Provider Who is Qualified to provide the service and Who is Currently Available

IT Organizations that ‘want to participate’ may Opt-In as a Service Provider

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What is Happening?

Help Desk Tool Campus Stories are being collected via Interviews ~20% collected

Interviews taking about 1.5 hours each.Those ‘in progress’ need continuation sessions.

Collected stories need cleanup and vetting.

Stories will identify and validate the need for a tool, and the desired features.

Failure is not an option.This is the ‘third’ go around.

The community wants to see material results.

Unit InterviewUITS - Stdnt Computing Resources In progCOM Info Technology Services DonePublic Health Administration DoneLaw Instruction In progEngineering Administration In progSpeech Language & Hearing Sci In progArizona State Museum ScheduledCALS Comm and TechnologiesCAPLA AdministrationDisability Resource CenterFamily and Community MedicineFine Arts AdministrationHuman ResourcesHumanities AdministrationOffice of the General CounselResidence LifeSch of Nat Resource&Enviro-ResSocial & Behavioral Sci AdminThe Honors CollegeUA Library UXUITS - ArchitectureUITS - PSSOCampus IT Operations

Interviews – Target CompletionEnd of March, 2015

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What is Happening?

Services Goal – At least 2 services available to include in the RFP process.

One service – configured by the Vendor during Proposal One service – configured by the Vendor during Presentations Both services need to be demonstrable during Vendor Presentations

Service Definition Framework – proof of concept Service Catalog Workshop October 2013 – One day workshop

Why proof of concept? Quickly arrive at a common definition of ‘a service’ Quickly arrive at an overall understanding of services to be included in the

tool Quickly arrive at a repeatable pattern groups can follow to define their

services

Proof of Concept

Based on ITIL Service Identification Service Definition Service Design

Whoa Cowboy… what does ITIL include for Services? Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Proof of Concept – What ITIL Says

Service Strategy Goal – Provide high level guidance for the implementation and

ongoing performance of service, IT strategy and service management. Service Strategy looks to develop and implement service management as a capability and a strategic asset.

Value – IT Resources and Capabilities are turned into Goods and Services to meet Customer

needs IT Investments make sense for the organization The business receives the result of Wise Strategic decisions based upon Data, Information

and Knowledge

Includes – Business Cases with ROI Business Relationship Management Goals / Purpose / Scope Financial Management

Proof of Concept – What ITIL Says

Service Design Goal – Design services and anything else required to ensure that

those services provide value to the customer. Value –

Cost Effective, high quality services Utility and Warranty needs met Lowered total cost of ownership Management of services built-in

Includes – Sourcing Options – insourcing, outsourcing, co-sourcing, multi-sourcing, etc. Consideration of systems, components, processes, people, skills, customers,

requirements, capability to deliver and ability to pay. 4 P’s – People, Process, Products (service tech tools), Partners (suppliers, vendors, etc.) 5 Aspects – Solution, Tools, Architecture, Process, Metrics & Measurements

Proof of Concept – What ITIL Says

Service Transition Goal – Transition services from development into the live

environment in a safe manner, including testing to optimize risk, and to provide early life support.

Value – Allows the business to respond to business opportunities without worrying whether IT can absorb the volume of changes that would come with them taking advantage of the opportunities.

Includes – Transition planning, Asset Management and Configuration Management (for components of the service) Change management Remediation Planning Release and Deployment

Proof of Concept – What ITIL Says

Service Operation Goal –

To deliver and manage stability within the IT environment and all service Delivery.

To be responsive whenever we fail to deliver stability Value – Customer experiences ‘value’ of the Utility and Warranty

delivered by the service they now get to use. Includes –

IT Services ITSM Processes

Event and Incident Management, Request Fulfilment, Problem Management, Access Management

Ongoing improvement within all operational activities Tuning, Workload balancing, Personnel re-deployment, Training

Effective Communications

Proof of Concept – What ITIL Says

Continual Service Improvement Goal – To continuously align and realign IT services and deliverables to

business needs and requirements. Value – Cost savings, efficiency gains, reduced errors, customer loyalty,

increased profitability. Includes –

KPIs – Service, Technology, Process Scorecard – Finance, Client, Processes, People CSI Defined Approach Deming Cycle – Plan, Do, Check, Act Seven Step Improvement Process –

Identify the strategy for improvement Define what to measure Gather data Process data Analyze the information and data Present and use the information Implement Improvement

Proof of Concept

ITIL Revisited – What we need right now… Service Strategy Service Design

Service Identification Service Definition Service Design

Service Transition Service Operation Continual Service Improvement

Proof of Concept – What we need right now…

Service Identification What are the services we currently provide – at a high level Identify the most frequently used 2, 3, or 5 services

Service Definition General characteristics of the service Critical Success Factors Barriers to Success and Resolutions to those Barriers KPIs and their data sources

Service Design Identify / Define / Document the Service Details Workflow / Delivery Step Modeling including Business Rules Design of integrations / system touch points, as applicable

Organizational Readiness Service / Production Go-Live Gate

Proof of Concept – What is happening…

Two POC Services? Account Lockout Firewall Changes

Account Lockout ~5 Meetings since mid December At the point of identifying Resolutions to Barriers

Beginning to collaborate with Central IT – PSSO Timing is an issue - RFP target Want to remain directionally aligned

Interviews Completed - End of March, 2015Requirements Outlined - 2nd week of AprilRFP developed and published - End of April, 2015 **Vendor Response Window - End of May, 2015Vendor Selection - End of June, 2015

Proof of Concept – 2 Services End of April, 2015 **

Target Timeline

Questions & Answers