itil in higher education constituent group (176995792)

7/27/2019 ITIL in Higher Education Constituent Group (176995792)

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ITIL in Higher Education Constituent Group

Rita Barrantes, UH Assoc. to CIO & Mgr. IT Svcs

David McGuire, UNM Assoc Dir. IT Proj & Svc Mgt



AGENDA

2013 CG Activities

Quick Share 1: Service Catalog

Quick Share 2: Change Management

Quick Share 3: Getting Started with ITIL



2013 CG Activities ITIL bi-monthly webinars “First Wednesday” series

Topics such as:

Integrating Service Management & Project Management

Creating a Service Handbook

ITSM in the Future

Defining and Handling Major and Critical Incidents

Average attendance: 80-90 people (live or recording)

Coming Next:

November 6: How To Do An ITSM Process Maturity Assessment

January 8: ITIL Beyond Central IT

Partnership with itSMF Higher Ed - http://www.itsmfusa.org/

Over 500 members

http://www.itsmfusa.org/






Service Catalog at UH: Beyond Central IT

Attendee Quick Share (2 minutes each):

How did you approach building your Service

Catalog?

Have you made it actionable? Tell us how



ITIL Beyond Central IT

Service Level Agreements

Information Security

IT Service Continuity

Risk Management

Service Catalog



Service CatalogIT SERVICE SERVICE PROVIDER

(UIT, Local IT, External) AUDIENCE

(Faculty/Staff/Student/Other)

CRITICAL? (Yes/No)

NOTES

Network Services UIT Faculty, Staff,

Students, Guests Yes Data ports, switches,

routers, wireless access

points, DNS servers

maintained by UIT Telephony UIT Faculty, Staff Yes SR2 and TMC – Rolm PBX

Email Services UIT, RxIT Faculty, Staff,

Students Yes Servers maintained by UIT

(Exchange and Mail.uh.edu).

User account and client

support provide by RxIT

staff. Mass EmailCommunications

UIT, RxIT Faculty, Staff,Students Yes Primary broadcast

communication tool

(ListServ) between faculty,

staff, and students Desktop & Printer

Support RxIT Faculty, Staff Yes Support for faculty/staff

computers



1. Service Name: []

• Description of the service: []

• Minimum Service Level (uptime, downtime): []

• Maintenance Windows: [] • Charges (if applicable): []

• Service Support (Tier 1, 2 and 3):

• Tier 1: [who provides level 1 support]

• Tier 2: [who provides level 2 support] • Tier 3: [who provides level 3 support]




Service Catalog at UH: Beyond Central IT


How did you approach building your Service

Catalog?

Have you made it actionable? Tell us how




Starting Change Management at UNM


Where did you start with Change Management?

How do you decide what’s a change vs. daily

operations?




Our first goal: Get routine changes defined and under control, then tackle the big ones.

We talked with team managers and put together a chart

like this:



Change Inventory



We Interrupt This Program…

New CIO burned by IT audit findings at Board of Regents meeting.

New Goal: Manage all changes in a week!

Got agreement: All Major changes very quickly!



Change Now: Norming, Performing

Culture shift: Managers began to make non-compliance a disciplinary issue

Now: We’ve made the process ordinary.

Next: Make it easier. Cover more changes






Where did you start with Change Management?

How do you decide what’s a change vs. daily

operations?




2012 Survey results: How other schools started


What were the most important actions you took to get

your ITIL program started?

Which processes did you start with?



How Did You Start? 2012 Survey

Thanks to Pankaj Sharma, New Mexico StateUniversity, for sharing results

Talked to 5 schools in various stages of ITIL initiatives

How They Started:

1. Train managers, senior staff

2. Implement Service Desk to receive all requests, resolve

most at first level

3. Select typical early processes: Incident, Change,

Problem, Service Asset and Config



Benefits? 2012 Survey

1. Common language improved collaboration

2. Improved service availability

3. Better outage information

4. Better defined responsibilities during changes

5. Improved incident response

6. Better coordinated changes

7. Reduced cost due to stable environment



Challenges? 2012 Survey

1. Resistance to culture change

Teams working directly with customers most

welcoming

2. Metrics and KPIs viewed with suspicion

3. Customer buy-in hard to achieve



2013 Update: What NMSU Did

Started with Incident Management

Next: Service Asset & Configuration Mgmt (SACM)

Enterprise Apps and dependencies

Kept current via Release Mgmt process




2012 Survey results: How other schools started


What were the most important actions you took

to get your ITIL program started?

Which processes did you start with?



Questions?

Next ITIL Webinar, Wed. Nov 6:

How To Do An ITSM Maturity Assessment

ITIL CG wiki:

http://www.educause.edu/wiki/itil

Contact Information:

Rita Barrantes [email protected]

David McGuire [email protected]

https://email.uh.edu/owa/redir.aspx?C=fd098404c756491b8e761253f9603a5d&URL=http://www.educause.edu/wiki/itil


mailto:[email protected]







itil in higher education constituent group (176995792)

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