our journey to a shared virtual service desk (289132714)
TRANSCRIPT
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 1/17
Our Journey to aVirtual Shared
Service Desk
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 2/17
Christy Long
Director, ITS Services and Solutions
Mark Staub
Manager for Service Delivery, ITS Services and Solutions
Cristol Gregory
IT Project Manager, Penn State IT Transformation Program
Our Journey to aVirtual Shared Service Desk
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 3/17
Our Journey to aVirtual Shared Service Desk
Description
How a large, decentralized,
multi-campus, research
institution approached, and isimplementing a Shared Virtual
Service Desk to create
efficiencies, improve decision
making, and support higher
education's global mission.
Outcomes
! Understand the strategicimportance of a Shared VirtualService Desk
! Learn a collaborative approachto help your institution (ororganization) adopt new waysof working
!
Identify strategies to help yourinstitution (or organization)navigate implementing aShared Virtual Service Desk
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 4/17
Identify
Collaborators
Largest Cost-recovery Unit’s Service Desk
! Outreach (and Online Learning)Information Technologies
! ~60 Staff, 24/7
! Most ITSM maturity
Largest Provider of Centralized Services
! Information Technology Services
! ~600 Full time staff, 24/7
College Support Provider
! Smeal College of BusinessResearch, Instruction and InformationTechnology
!
~30 Full-time Staff
Large Campus Service Desk
! Penn State Harrisburg InformationTechnology Service Desk
! ~20 Full and part-time Staff
Small Campus Service Desk
!
Penn State York Service Desk
! ~4 Full-time Staff
Our Journey to aVirtual Shared Service Desk
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 5/17
5
!"#$%& ($)*%++ ,%-%.)/0%12
3%/$%+%12#4-% 5)$6+")/+
#1& (%%$ 3%-7%8+
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 6/17
Our Journey to aVirtual Shared Service Desk
Developing the
Processes
Start with a Baseline
• ITIL best practice
•
Policy, Process, andShared Procedure
Documents
Refine
•
3-day workshop sessions
• Representatives from each
early adopting unit
Review
• IT Community Peer Review
• Delphi method
•
3 rounds
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 7/17
7
,%91%+ "7:";.%-%.
:<7&%.71%+
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 8/17
8
=.7:1+ 2) >%+2 /$#*4*%+
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 9/17
9
?+2#>.7+"%+ *)00)1
+2#1&#$&+
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 10/17
10
,)*<0%12 <172;.%-%. 1%%&+ 872"71 +"#$%&
/$)*%&<$%+
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 11/17
Our Journey to aVirtual Shared Service Desk
Providing
Support Service Management Office
! Ongoing OperationalSupport
! Process Ownership
! Auditing Compliance
! Document Repository
! Tool and Process Training
! Long-term Dev/Ops
IT Transformation Team! Transitional Project-phase
Support
! Communications
!
Tool and Process Training
! Tool Development Framework
! Business and Strategy
Analysis
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 12/17
Our Journey to aVirtual Shared Service Desk
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 13/17
Our Journey to aVirtual Shared Service Desk
ReapingBenefits
!
End users haveseamless andpredictable interactions
with IT
!
Decision makers have
data to be able to makeresource decisions
!
Service providers see
improved efficiency,transparency andcollaboration
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 14/17
Our Journey to aVirtual Shared Service Desk
Developingwith Agile ! Quick startup
! Scrum Dev Process
! Keeps requirements inthe voice of thesubmitters
!
Additive adjustmentswith each grouponboarded
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 15/17
IT TransformationProcesses
Process,Tool and
Adoption
Incident Management 93%Change Management 93%
Service Catalog Management 93%
Service Request Fulfillment 92%
Knowledge Management 58%
Problem Management 53%
% Complete 80%
Our Journey to aVirtual Shared Service Desk
Viewing the
Current
State
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 16/17
Our Journey to aVirtual Shared Service Desk
ContinualLearning
!
Remove “current state” from
development discussion
!
Initial releases are about 80%effective
!
Expect constant refinement aseach user-group matures
!
Choosing a tool first helps givestructure to processconversation
!
Strong involvement andunderstanding by leadership is
crucial
!
You get slower before you get
faster
!
“Less is more” when it comes totool development
!
Frequently set expectations at
all levels
!
Implementation and operations
phase are concurrent
8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)
http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132714 17/17
Our Journey to aVirtual Shared Service Desk
Handouts
Incident Management primer Change Management primer Request Fulfillment primer
Service Catalog Management primer Service Owner primer Service Manager primer Process Owner primer Process Manager primer Process Liaison primer
Dive Deeper
http://smo.psu.edu