CIT2015TheCaseITServiceManagement Presentation

IT SERVICE MANAGEMENT

1. The Case for IT Service Management

2. What is IT Service Management? ITSM - and ITIL, upon which it is based - are an integrated, process-based, set of best practices to manage IT services. Whereas ITIL defines and documents the best practices, ITSM employs them to meet unique customer requirements and priorities.

3. What is IT Service Management? Source: www.elitser-me.com

4. IT Service Management at ISU Many IT teams interested in ITIL and gaining certifications, working to mature their processes + Both ITSM tools in use nearing End of Life + Current tools not meeting all needs _____________________________________ A campus IT community ready for a change

5. IT Service Management at ISU Moving to a common ITSM process and searching for a common ITSM tool ITSM tool RFP Cherwell chosen, Avante as implementation partner Process discussions continuing throughout

6. Why implement IT Service M anag ement? We can mature our service management practices through careful configuration of the ITSM tool

7. Maturing our service management Consistency Transparency Complex reporting Intuitive Linked records Searching across all records = integrated processes

8. Why implement IT Service M anag ement? Tracking and prioritizing our work controls the chaos

9. Tracking and Prioritizing Controls the Chaos Urgency: A measure of how long it will be until an Incident has a significant Impact on the organization. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year. Impact: A measure of the effect of an Incident based upon the number of clients affected. Urgency 1- Incident causes significant disruption affecting critical business processes, academic services or affects life safety, Urgency 2- Incident causes a significant disruption to critical business processes, but not affecting life safety or academic services, and no workaround is available. Urgency 3- Incident will cause a disruption in the near term, a workaround is available Urgency 4 - Work not affected or readily available work around All of campus affected Critical (P1) Critical (P1) High (P2) Normal (P3) Learning Spaces or multiple departments\ residence halls Critical (P1) High (P2) Normal (P3) Low (P4) Several people or a single department or residence hall High (P2) High (P2) Normal (P3) Low (P4) One person affected High (P2) Normal (P3) Normal (P3) Low (P4)

10. Why implement IT Service M anag ement? It makes IT more efficient, increasing response time for our customers

11. Why implement IT Service M anag ement? Asset and Configuration Item tracking is integral to the process

12. Why implement IT Service M anag ement? Federating our collective IT knowledge benefits everyone

13. Federated knowledge benefits everyone Knowledge Article #### Internal Review Published Retired   Status Next Status View Knowledge Article             Last Modified: Autofill of date and user Edit                   Owned By: Assign To Title: Keywords: Photo, name, phone, email     Voting     Content: Useful Not Useful     Useful (count) Not Useful (count) I Want To… Take Ownership   Limit viewing to owner   Visible in Customer Portal Add Comment View Detailed Date/Time Information   Limit editing to owner Audience: drop down list Suggest a Knowledge Article Retire this Article Classification               ITSM Continuous Improvement Provide Feedback on the ITSM Service: [drop down from Service Catalog] Article Type: ITSM Feature Request Category: [drop down from Service Catalog] Primary CI: picker from CMDB Subcategory: [drop down from Service Catalog] √ √

14. Why implement IT Service M anag ement? Meeting customer expectations

15. Meeting customer expectations

16. Meeting customer expectations

17. Meeting customer expectations

18. Why implement IT Service M anag ement? We can measure our performance and prove it with data

19. Measuring our performance

20. Why implement IT Service M anag ement? Why not implement IT Service Management?

21. ITSM Project Timeline All phases have a corresponding development cycle – workshops, requirements, configuration, training, User Acceptance Testing, and Go Live.   * Dependent upon release of new discovery tool by Cherwell ** Optional implementations, decisions pending Phase 1 (Go live summer 2015) Phase 2 (Go live summer/early fall 2015) Phase 3 (go live November 2015) Phase 4 (Go live March 2016) Change Management Incident Management Service Level Management Problem Management Knowledge Management Request Fulfillment Release Management CMDB – remaining CI types Service Catalog Self-Service Portal SCCM Integration Reservation Manager CMDB – Infrastructure CI types Customer Profile Populated New Discovery Tool integration* Lightspeed Replacement** Basic Authentication   CMDB – Endpoint CI types Project/Portfolio Management** Email Integration       Basic Discovery Tool Integration       Customer Profile Setup       Named users established       Security Groups      

22. Questions? ITSM Project contacts XXXXXX, [email protected]