the road to system center service manager 2012 - case study
DESCRIPTION
Presentation at Intergen's event: Delivering IT Performance across Devices, Data Centres and Clouds. Learn how Microsoft Systems Center 2012 helped CPIT benchmark its IT activity and, as a result, improve its delivery across the organisation.TRANSCRIPT
The Road to
System Center Service Manager 2012
Decision Activities for Service Management Tool
Mark Marshall, CPIT
Edmund Sia, CPIT
Lynn Cooper, Effectus
Previous State
• Traditional ICT Helpdesk model
• Disconnect between ICT and the
business
• Inability to do smart business reporting
• Growing risk with existing case
management tool
“For the ICT Division to create and deliver a stable environment which empowers our users to achieve what the Institute requires in the most agile and flexible way possible.”
Mark Marshall, ICT Director
Revisit of Strategic Vision
– end game overview
CPIT’s ICT Service Management Lifecycle
Service Management Roadmap
• Review and design pragmatic Service
Management processes with CPIT ICT
• Business and customer focussed processes
• Service Level Agreements – including OLA
• Service Processes – Incident, Request, Problem,
Change, Release
• Considerations:
– Practical
– Fit for Purpose
– Continual Improvement
Mid 2011 End 2010
End 2011
2012 and beyond
Mid 2010
• Lynn started
• Develop 10 Business
Services Catalogue
• Create and deploy Known
Error DB to Service Desk
• Development of customer
service charter
• Defined case
management tool
requirements and fit for
purpose
• Customer services charter
rollout to management
• SLA development (data
capture toolkit)
• 10 Business Services
Catalogue (90% done)
• Develop escalation process for
Service Desk & customer
issues
• Known Error DB rollout to Support Centre
• Implement quarterly reviews
• Technical Services Catalogue
• System Centre Service Manager
development
• SCSM 2012 Beta/RC TAP with Intergen
• Service Manager
rollout/next phase
• Customer satisfaction
surveys
• Develop and implement
continuous improvement
process
• SLA review with business
owners
• Commence First Line
Management course
• Data modelling
Timeline…
CPIT and Effectus Planning Day
Service Management Roadmap
• Agreed Business Requirements (with
weightings) for Service Management Tool Key requirements Weighting Problem solved
• By Module • Incident • Request • Self Service • Change • Release
Agreed by Management Group following individual interviews
• Current requirements - simplified
• New Processes – SLA modules
• Reporting capability
• Information obtained from interview with ICT
Team Managers/Director
Requirements Doc Screenshot
Tool Selection Process
• Tool requirements documented and sent out to suppliers for response
• First Microsoft offering was light on functionality
• Decision made to wait for next Microsoft Version of System Centre Service Manager (SCSM)
• TAP entered with Microsoft and CPIT.
• Headed by Intergen as the technical integrator and Effectus as the Service Delivery expertise
SCSM Solution Selected
Fit for purpose, pragmatic, in-house
management, willing technical integrator
Key aspects
• Existing technology partner
• Engaged integrator
• Integration with existing ecosystem
Integrator Commitment
• Commitment to shared risk
• Part of technology practice
• Demonstrated experts, system engineers involved in technical design
• High level commitment
• Relationship with vendor
CPIT Implementation Plan
• Baby steps – replace what we currently have, which is Incident Management and Request Fulfilment; expand on the other modules later.
• Weekly status-update meetings (phone/Lync)
• Test scripts (reusing what was identified in Tool Requirements Document) in UAT stage
• Involvement of Infrastructure Team for provisioning of environment for development
• Comprehensive implementation plan
Roles and Responsibilities
Effectus (Service Delivery Integrator)
• Service Delivery pre-work
• Ensures consistency of work flow with Service
Delivery processes
• Data model
• User Acceptance Testing
• Customer Acceptance
• Populate Service Delivery reporting
Roles and Responsibilities
CPIT (End User/Product Consumer)
• Input into Data Model
• Resources to plan and develop Self Service
work flow
• Resources for configuration of data model
• User Acceptance Testing
• Facilitate team training programme
• Documentation of build and technical build
Roles and Responsibilities
Intergen (Technology Integrator)
• Set up of SCSM environment
• Development of Self Service Portal
• Connect to AD, SCOM, SCCM as required
• Train client resources to configure the data
model
• Manage defects with client
• Work with client on Training programme
Learnings to Share
• Risks of TAP: low initial investment cost, but
limited resources available due to bleeding edge
• Availability of internal resources for development
and implementation work
• Microsoft’s strategy of designing an open-tool (out
of the box) and how does that impact CPIT
• Setting realistic dates in the implementation/action
plan, alongside other commitments
Post Implementation Actions
Effectus (Service Delivery Integrator)
• Explore organisational use of tool
• First review cycle of SLA
• Adjust Service Delivery reporting
Post Implementation Actions
CPIT (End User/Product Consumer)
• Refine Self Service functionality
• Enter release programme for Data Model
updates
• Develop Service Delivery reporting out of
SCSM
Post Implementation Actions
Intergen (Technology Integrator)
• Development of Tool with integration to other
MS System Center products
• Administrator support to CPIT
• Support for cube reporting development
Questions? Comments?
Thank you