1. MASON ITSM, WHERE ARE WE NOW?

2. GEORGE MASON UNIVERSITY AGENDA Background – 2013/2014 Organizational Changes ITSM Tool Process Mapping Tool ITIL Framework updates Current Activities

3. GEORGE MASON UNIVERSITY BACKGROUND 2013 – Consulting team assessed our IT Service Management maturity level – The resulting report highlighted several areas of concern, and provided a recommended roadmap – Goals: Decreased operating costs, and better alignment with university’s needs and priorities 2014 – End of rapid growth period – Drop in State funding – New services expected, no staff level increases

4. GEORGE MASON UNIVERSITY MATURITY LEVELS Catalog Management Service Level Management Configuration Management Change Management Service Desk Incident Management Problem Management Service Strategy Service DesignService TransitionService OperationContinual Service Improvement

5. GEORGE MASON UNIVERSITY CHANGES IN ITS New Organization structure – Old silos removed – Business Operations group created Strategy, Portfolio & Process Management folded into Business Operations Communications & Client Relations own SLA’s – Standardized format created – Annual review process put in place ITS Repository in place – Minutes, Org Charts, and Metrics – Processes, SLA Documents and Templates – Collaboration information, Emergency Contact information and ITS News

6. GEORGE MASON UNIVERSITY ITSM TOOL Status: in negotiation Request for Purchase sent out in Fall 2015 – Nine vendors responded – Demonstrations Committee selected 3 vendors to present “Day in the life” scenario created Checklists for committee to follow the demonstrations Pending a contract signing for the tool

7. GEORGE MASON UNIVERSITY ITSM TOOL IMPLEMENTATION SaaS chosen to bring up to speed quickly Work Breakdown Structure in place for all phases of implementation Small team focused on implementation – Incident Management first, system to run in parallel to current ticketing system – Review of ITS websites to determine what stays as a website vs put in Knowledge Base and to create a single ITS website instead of a conglomerate of independent sites. – Service Catalog being reworked to use functions of ITSM Tool

8. GEORGE MASON UNIVERSITY PROCESS MAPPING TOOL Status: in place Tool: Adonis from BOC Group – Web based front end – Drag and place process maps – Validity checking for process steps Building framework within tool for processes – Adding Staff, Roles & Responsibilities – Process Landscape – Building Process Maps Assigning RACI to steps Assist in showing interdepartmental stress points in process flow

9. GEORGE MASON UNIVERSITY ITIL: PROJECT PORTFOLIO Status: in progress – Governance committee reviewing projects Working with ITS to set priority – Intake process being further developed

10. GEORGE MASON UNIVERSITY ITIL: SERVICE PORTFOLIO Status: in progress – Definitions agreed to Service Owner vs Service Component Owner Service Category, Service Type, Service Name – Service Design Package template created New services must have to start Building for existing services as changes are requested

11. GEORGE MASON UNIVERSITY ITIL: CHANGE MANAGEMENT Status: relaunching Change Manager position assigned Greater participation in 2015 Standard change category added, “Late” change removed Metrics sent to Directors weekly Time to Close Closed Completed vs. Faulted vs. Aborted/Withdrawn Asset growth/change Non-Closed Report Training to be scheduled

12. GEORGE MASON UNIVERSITY CURRENT ACTIVITIES Relaunch of Change Management – Update standards for assets to prepare for new tool – Standard change put in place – All ITS groups to now use Change Management Communication – Outage Alert process redefined – Weekly maintenance emails to Technical contacts outside ITS – Strategic Plan interviews in progress Collaboration – Blackboard portals for all ITS groups to use for meetings ITS Strategic Plan

13. GEORGE MASON UNIVERSITY STRATEGIC PLAN Interview stakeholders outside ITS – Three primary questions – Three follow-up questions Answers consolidated and trends reviewed – ITS Departments review trends – Directors create draft – ITS reviews draft Open forum to review Draft Strategic Plan with Mason community

14. GEORGE MASON UNIVERSITY QUESTIONS? David Robertson – drobert5@gmu.edu drobert5@gmu.edu – URL: http://its.gmu.edu