enterprise technology service center - ucsb ets · change history date change ... servicenow and...

Enterprise Technology Service Center Implementation Project - Draft

Enterprise Technology Service Center

(ETSC Committee)

Project Charter

Thursday August 7th

, 2014

Enterprise Technology Service Center Implementation Project -Draft

Document Control

General Information Project Name Requester Name Department

Library Service Desk (ETS Foundation) Denise Stephens Enterprise Technology Services

Document Preparation Information Author Date Phone Number

Manuel A Cintron 7/2/2014 805-893-3572

Distribution and Approvals

Name Title and Organization Approval Date

Alan Grosenheider Associate University Librarian/Library

Kristen LaBonte Associate Librarian/Library

Doug Drury Director Business Relationship

Management/ETS

Ann Dundon Project Manager/ETS

Matt Erickson Communication & Business Analyst/ETS

Reilly Pollard Customer Relations Manager/Comm

Services

Sunny Reiner Computer & Network

Technologist/Housing


Change History

Date Change Description Requested by

8/7/2014 Changed the following areas:

Rebranding of team and committee

Change names for all three tiers of TSS Support

Change Ticket Management Workflow

o Escalations to ART

o Service designations for ART and RFS

o What to do with SLAs of incidents associated to a problem ticket

o What to do with services outside of the ServiceNow

Added Service Catalog of retail services, including Products and Service Offerings

Adjusted project timeline

ETSC Committee


Table of Contents

1 Background .................................................................................................................. 5

2 Service Objectives ......................................................................................................... 5

3 Scope ............................................................................................................................. 6

3.1 Included ............................................................................................................................. 6

3.2 Excluded ............................................................................................................................ 8

4 Deliverables .................................................................................................................. 9

5 Major Milestones (Tasks) .......................................................................................... 43

Resource Assessment ....................................................................................................... 44

5.1 Prep Work ....................................................................................................................... 44

5.2 Ongoing Service .............................................................................................................. 45

6 Service Fulfillment Recommendations ..................................................................... 46

7 Appendix A – Service Portfolio and Service Catalog ............................................... 47


1 Background

University of California Santa Barbara Library staff and students are supported by

technical service units that are not conducive to effective use of physical resources,

standardized operating procedures, and service delivery frameworks, i.e. Information

Technology Infrastructure Library (ITIL) that have been proven to be effective in

increasing customer satisfaction while managing cost. Characteristics such as a mixture

of channels for service engagement, technical knowledge boundaries, and no common

service catalog creates confusion and delays in service delivery.

The determination to implement a Federated technology service organization is providing

the underlying foundation for the development of an Enterprise Service Desk capable of

supporting a combination of centralized and decentralized models, while increasing

service efficiencies and managing cost.

2 Service Objectives

The University of California Santa Barbara Enterprise/Library Service Desk will consist

of a Single Point of Contact (SPoC) providing standardized channels of service

engagement (phone support and service catalog), as both a central and

central/decentralized support unit. It will be manned by personnel with a wide range of

technical knowledge using predefined procedures for the management and delivery of

solutions in the areas of Incident, Request, Problem, and Event Management. Following

are some of the most significant characteristics of the Enterprise Service Desk:

Single Point of Contact (SPOC) for technical services.

Two channels of service engagement: Phone Support and Service Catalog.

Organizational structure comprised of

o Three (3) levels of support:

Level 1 – Call Center

Level 1.5 – Escalation and Remote Support

Level 2 – Remote Support and Field Service

Fully configured Service Management tracking tool

Fully developed Service Catalog with Service Level Agreements (SLA) and

Operating Level Agreements (OLA).

Service engagement and delivery procedures for Incident, Request, Problem,

Access Management, and Event Management.

Metrics and analyses program.

Service Mentoring program.


3 Scope

3.1 Included

Requirement Agreed Solution

ITIL based Enterprise

Service Desk model with

procedures for Incident,

Request, and Problem

Management

Single Point of Contact with a multi tier organization

providing support in a wide range of technical

specialties. Three tiers of support are under

consideration: Tier 1 – Immediate Response Team

(IRT), Tier 1.5 Ancillary Response Team, and Tier 2

Remote and Field Support (RFS).

Enterprise Service Portfolio

and Catalog

For Service Desk version 1.0, only retail service

catalog will be created. For escalation purposes, a

Problem and wholesales catalog will be created for the

NOC.

Design and implement a

suite of channels for service

engagement

Only phone and Service Catalog will be available.

Enterprise ETS portal A landing page will be made available to end users

with the following attributes:

Knowledge Management *

Self Service Catalog

Project Services *

Event Notification

WEB chatting *

Social Media *

Metrics *

Branding

ETS main portal

* Will not be available on Service Desk v1.0

Customer Satisfaction

Program

Survey program that will allow the measurement of

service effectiveness based on multiple variables.

Metrics and Reports Develop a service catalog structure that will

accommodate measurement of services at different

levels and using multiple views to represent the data.

Formal Provisioning and De-

provisioning workflows

Preliminary workflows designed and to be discussed on

our next LSDC meeting.


Identify and staff new model The intent is to staff a model consisting of 3 tiers. Tier

2 will be fully staffed with the replacement hiring.

Commitment for 2 Tier 1 employees has been granted.

Tier 1.5 is still under discussion.


3.2 Excluded

Version 1.0 of the Service Desk will not include a retail service portfolio or

catalog for Telecom. This will require the Telecom organization to transition to

ServiceNow and conduct a Service Assessment exercise.

The following channels of service engagement will not be part of version 1.0 of

the Service Desk:

o Web chatting

o Social media

o Email

o IVR

No Release or Change Management will be part of v1.0 of Service Desk.

On Service Desk V1.0, the Self-Service Portal is not dependent on the presence of

an ETS portal.

Warm transfers to Ancillary Response Team will be implemented in stage 2 of

this initiative.


4 Deliverables

Deliverable Responsible Due Date Approver

Rebranding of Organization Manny Cintron 7/30/2014 IT Leadership

Enterprise Technology Service Center

The rebranding of the organization will serve the purpose of:

Customer Service orientation - Service + Center

Promotes a technology Single Point of Contact for the campus Enterprise + Technology + Center

Eliminates the Service Desk stigma

Blends both T1 and T2 into one common service. Something that amazing enough is allowed to happen too often, where a

demarcation is created between the services that one tier provides vs the other, resulting in two service groups (sometimes

with different agendas) rather than a cohesive team.

And last, it follows the ETS branding.



Portals and End User Interface Manny Cintron 10/21/2014 LSDC

The user experience will consist of 3 distinct Web pages: ETS Portal, Self Service Portal, End User Interface

1. ETS controlled portal will be designed to accommodate the following elements:

Branding of page with ETS logo and information about department. Logo could provide link to an about page.

Event notification section utilize for announcements or news. This needs to be a banner/tickers, preferably with the

option of clicking on a particular scrolling link, which will redirect the user to a more detail page.

Referential Materials.

Web chatting *

Collaboration area *

Buttons or entry points to multiple areas of information/services. Layout needs to be designed.

Knowledge Management *

Self Service Portal (Service Catalog)

Metrics

* Future implementations

2. The Self Service Portal will consist of one of the following two options:


A combination

of - "How can we help you" search and

enumerated High Level s ervices.

Subtopic 3

Subtopic 1

Subtopic 2 Subtopic 1

Pros

Provides two methods of requesting services

Allows for th e education of h igh level services,

if th ey are used.

Hardware vs. Sof tware vs. Network, etc.

Cons

The enumarated services may need explanation

Hardware for issues with PC, Laptop, Printer, etc. Software for issues with VPN, Kronos, etc.

Do we provide high level or product level?

Product level may result on ~ 30 entr ies just to begin with


"How can we help you" search and a limitednumber of services under each of the main categories

that can be expanded if requested to do so

Subtopic 3

Subtopic 1

Subtopic 2 Subtopic 1

Pros

Provides two entry points that can potentially

expedite the service request experience

Expanded option provides the opportunity to only concentrate on one area

Simple and with options

Less education for the consumer

Cons

Not sure if the system can provide expansion functionality

and how wil l it look like on the screen

May require more maintenance to support order of services


Application Navigator with limited options, TBD.

The rest of the Content frame will be allocated as follows:

Knowledge Management access

Web Chat

List of open tickets under AEU

3. ServiceNow End User Interface:

This site will provide the following characteristics:

Limited Application Navigator (To be defined at a later time)

Content

List of opened AEU tickets

Potentially others



SN Service Catalog Manny Cintron 7/29/2014 LSDC

Structure of Service Catalog:

High Level Service, i.e. Hardware Services, Software Services, Network Services

Product, i.e. Desktop, Kronos, Corp Time

Service Offering, i.e. Need new PC, Unable to Connect to Kronos, Unable to connect to Corp Time

Incident and Request Service Level Agreements will be based on Urgency and Impact and based on:

Personal Service

Group Service

Department Service

Following are samples of how SLAs in the form of priorities will be assigned based on the above combination:


Samples of how the SLAs will be assigned to priorities:

Standard elements that should be collected as part of every service request:

Automatically Collected:

AEU Name

AEU email

AEU Department

AEU Computer Name

AEU AD and or UCSBNetID *

The following will be collected from requester of service:

Location (drop down list?)

Short Description of issue or request

Long Description of issue or request

Contact information (if not available in the system already)

It should be noted that some services will required the setup of required fields as part of the Incident, Request, or Problem forms.


These will collect information specific to the service that will be provided. See Service Assessment and Operational Procedures

document for details.

It should also be noted that when requesting services through the Self-Service Portal, limited set of Urgency and Impact options

should be provided to the user, which will require modifications to the service intake process. Requests for critical services should be

requested by phone.



SN Notifications Manny Cintron 10/21/2014 LSDC

Three areas of notification have been identified:

Affected End User (AEU), ITIL User (1st, 2

nd, 3

rd tier) , and ITIL Manager.

Following are the type of notifications and the information that each notification should provide. Where applicable, name of AEU and

contact information should be included as well:

Type Action Elements

AEU Creation of a ticket Ticket Number

Short Description of service

Date and Time of creation

SLA for response and resolution

Branding – How to contact the Service

Desk

Start of Work Ticket number

Short description of service

Date and time when work started



Desk

Resolution Ticket Number

Short Description

Date and time of resolution

SLA for response and resolution (nice


if we can say if we met them or not)

Advise AEU to validate ticket within

the next 48 to 72 hours

Advise AEU of survey


Desk

Changes on SLAs Ticket Number

Short Description

Advise AEU that SLAs have been

changed

New SLA

Original SLA

Date and Time of SLA change

Reason for change


Desk

ITIL Users SLA Warnings Ticket Number

½ time before breach

Short description

Time left before breach


SLA Breach Ticket Number

Short description

Date and time of breach


Ticket updates (By AEU) Ticket Number

Short Description


Advise ITIL user that ticket has been

updated by AEU

Date and Time of change

Update by AEU

ITIL

Manager

SLA Warnings Ticket Number

1/4 time before breach

Short description

Time left before breach


Technician and group responsible for

service

SLA Breach Ticket Number

Short description

Date and time of breach



service

Changes on SLAs Ticket Number

Short Description

Advise AEU that SLAs have been

changed

New SLA

Original SLA

Date and Time of SLA change

Reason for change


service


Queue Thresholds Total tickets in queue opened and not

assigned

Survey responses below

acceptable thresholds

Ticket number

Short description

Date and time ticket was created and

resolved

Technician or group that provided the

service

Responses to questions

Comments

AEU, VIP Ticket Number

Short Description

Response and Resolution SLA



SN Call Center Interface Manny Cintron 10/21/2014 Manny Cintron

Following characteristics must be available through this interface:

The form must allow the quick creation of a ticket (Incident or request)

Employee search must be provided and will be based on caller’s last name or first name

When found, the following contact information needs to be available:

o Email Account

o Department

o Location

o Computer name?

o Contact information, i.e. Office phone number, alternate phone number, cell phone. Office number is a requirement, all

others optional.

Provide a list of opened tickets from caller



SN Automation Manny Cintron 10/21/2014 LSDC

Three (3) areas have been identified for automation purposes: Escalations, Routing, Process

Escalation

Type Recipient

Based on service Service Desk Manager

Based on type of

service and SLA

Technician of Group

Routing

Type Recipient

Based on service Technician or Group

Based on department Technician or Group

Based AEU, i.e. VIP Technician or Group

Process


Type Recipient

Closing of ticket after

48/72 hrs

All tickets in Resolved

status

Survey sent when

ticket is resolved

AEU

Survey with less than

75%

Service Desk Manager



SN Reports Manny Cintron 10/21/2014 Manny Cintron

The following are considered basic reports needed for the installment of the new support model. As the model matures, so will the

reports. Some of these reports should run as batch jobs daily, weekly, monthly, and yearly.

It is assumed that reports cab be run using any of the associated fields, i.e. MTTR report can be run based on service, or service and

department, or service and service group, etc.

Report Elements

SLA Per Service

Per Division

Per Business

Per Department

Service group

Per technician

Failed SLA and above

Report Elements Report Elements


Survey Scores Per Service

Per Division

Per Business

Per Department

Service group

Per technician

Per question

Per overall score

MTTR Per Service

Per Division

Per Business

Per Department

Service group

Per technician

Service type (incident or

request)

Per Service

Per Division

Per Business

Per Department

Service group

Per technician

First Ticket Resolution

(Resolved within the SD)

Per Service

Per Division

Per Business

Per Department

Service group

Per technician

Report

Elements Report Elements

Channel of service Engagement Per Service

Per Division

Per Business

Per Department

Service group

Per technician

Tickets Resolved Per Service

Per Division

Per Business

Per Department

Service group

Per technician


Summary Report Per Service

Per Division

Per Business

Per Department

Per Service Group

Per Technician

SLAs

MTTR

Overall Survey Score at any

of the Per..



SN User IDs and Groups Manny Cintron 10/21/2014 Manny Cintron

Groups are split into two categories:

Customer Service

Department Standard Specialty

eMail Audio Visual

Hardware

Software

Access Mgmt.

Network

Mobile

General

Telecom (*)

* Not to be part of the original inception of the Service Catalog



SN Survey Program Manny Cintron 10/21/2014 LSDC

Survey Specifications Process Scoring

Ratio:

1:1 first 3 months

2:1 4-6 months

3:1 7+ months

Questions:

Courteousness and

Professional

Knowledge

Experience with request

process

Satisfaction on

expediency

Satisfaction on result

Overall comments

1. Ticket status changed to

resolved and AEU notified

2. After 48/72 hrs ticket

automatically closed

3. Survey is sent on only

completed tickets

4. If the average score of a filled

survey is less than 75, IT

management is notified

Completely Satisfied

= 100

Satisfied = 75

Somewhat Satisfied =

50

Somewhat

Dissatisfied = -50

Dissatisfied = -75

Completely

Dissatisfied = -100

Not Applicable = 0



SN ITIL User Interfaces Manny Cintron 10/21/2014 Manny Cintron

Request - The following elements should be available through the interface.

AEU

o As applicable, Pre-populated from Call Center or Service Catalog interface

Configuration Item = Service Category?

o High Level Service - As applicable, Pre-populated from Call Center or Service Catalog interface

Category

o Service


Subcategory

o Service Offering


Impact and Urgency

o See Service Catalog for details

Short Description

Opened

Opened by

Contact type

Assignment Group

Assigned to

Description

Additional comments

Work Notes

Close Code

Close By

Closed Date


Ticket State options

o New

o Active

o Resolved

o Waiting for User

o Waiting for Problem

o Closed?

Uncertain if we should have this options, since no technician should close a ticket

Time Worked

Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.

May need to consider a [practical] alternative

Incident -The following elements should be available through the interface.

AEU


Configuration ITem = Service Category?

o High Level Service


Category

o Service


Subcategory

o Service Offering


Impact and Urgency

o See Service Catalog for details

Short Description

Opened

Opened by

Contact type


Assignment Group

Assigned to

Description

Additional comments

Work Notes

Close Code

Close By

Closed Date

Problem ticket


o New

o Active

o Resolved

o Waiting for User


o Closed?


Time Worked


May need to consider a [practical] alternative work around

Request - The following elements should be available through the interface.

Configuration ITem = Service Category?

o High Level Service


Category

o Service



Subcategory

o Service Offering


Priority

Short Description

Opened

Opened by

Assignment Group

Assigned to

Description

Additional comments

Work Notes

Close Code

Close By

Closed Date


o New

o Active

o Resolved

o Waiting for User


o Closed?


Time Worked


May need to consider a [practical] alternative

Content - The following elements should be available through the interface.

ITIL User

o Application Navigator


Getting Started

Shortcuts

o Personalize homepage?

o Service Catalog

o Self Service Portal

o Reports

o Knowledge Base

Incident Management

Create new

Assigned to me

Open

Open Unassigned

Resolved

Closed

All

Incident overview

o View only for group(s) that technician belongs?

Problem Management

Create new

Known Errors

Open

Pending

All

Problem Overview

Service Desk

All

o Except

My Approvals

My Coaching History (For now)

Self Service


o All

Except

My HR Requests

My Profile

Take survey

My assessments

Content Frame

Scrollable lists

o Incidents assigned to me

o Requests assigned to me

o Incidents assigned to my group

o Requests assigned to my group

o Unassigned tickets

Incident Summary

o Opened critical problems

o Breached SLA

Ticker with Priority tickets

End User

o See CMS for details

o Application Navigator

Getting Started

Knowledge Base

Help/Contact Us

Contact Service Desk



Provisioning & De-Provisioning Manny Cintron 10/21/2014 LSDC

Narrative:

1. Library HR informs Dept. Head to

proceed with technical onboarding

2. Dept. Head submits service request

3. Two tickets are created simultaneously

– Service Desk (SD) and NOC (email)

4. SD assess network requirements and if

necessary creates ticket for NOC

5. NOC creates email and if necessary

addresses network needs

6. SD fulfills computer requirements and

if NOC tickets are solved, then closes

main ticket


Narrative:

1. One of the following submits the

request (a standard needs to

define): HR or HR+Mgrs., Mgrs.

2. Upon submission of request, 1

main ticket to Service Desk (SD)

and 2 child tickets to NOC are

created

3. SD will assess equipment and

disabled AD and repurpose

appliance

4. NOC will address email

requirements and Aleph

5. Current manual process will

continue for UCSBNetID and

Bldg Access

6. Upon completion of all child,

main ticket will be resolved



Ticket Management Workflow Manny Cintron 10/21/2014 LSDC


Service Catalog – Groups,

Products, and Service Offerings

Manny Cintron 8/28/2014 LSDC


5 Major Milestones (Tasks)

List here key milestones (task that must be completed), task owner, and target dates agreed upon with the provider. i.e Service entry or

service category in Service Catalog or Service Desk respectively.

Milestone Responsible Target Begin Date Target End Date

Activate Library IT Service Desk Committee Manny Cintron 5/07/2014 5/27/2014

Service and Operational Assessment Manny Cintron 09/04/2014

Develop Project Charter Manny Cintron 8/11/2014

ServiceNow training Manny Cintron 10/15/2014

Create Retail Service Catalog Manny Cintron 11/15/2014

Develop procedures for ITIL processes Manny Cintron 9/23/2014

Develop reports for SPs and business Manny Cintron 11/15/2014

Specifications for phone and ServiceNow Manny Cintron 8/26/2014

Configuration of Service Management tools Manny Cintron 12/05/2014

Configuration of End User portal Manny Cintron 11/30/2014

Pilot LSDC 01/30/2014

GA LSDC 02/02/2014


Resource Assessment

Describe in this section Time of Effort (ToE) for preparation, expected volume of work that will be generated for the ITSC, estimate

ToE for the resolution of each service, and overall Man Hours.

5.1 Prep Work

Task

Length of

Task (Mins)

Estimated

Time of

Delivery

(Date)

No. of Resources Required

Ie. Will take 30 hours but needs to

be completed in 24 hrs = 2

resources

Total


5.2 Ongoing Service

Client Facing Service Deliverable Monthly

Estimate of

Tickets

ToE for

Each

Resolution

(Mins)

Monthly ToE

(Tickets * ToE(Mins)

No. of Resources Required

(Based on a 7.5 work shift, how

many resources required.)

Total


6 Service Fulfillment Recommendations

Describe in this section your recommendations based on the effort, time of deliverable, available bandwidth, and other nuances taking

place within the ITSC organization. Socialize these recommendations with all parties of interest.


7 Appendix A – Service Portfolio and Service Catalog

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