1. Managing increased demand by embracing ITIL principles DAVID BARRETT VLE APPLICATION MANAGER UNIVERSITY OF YORK

2. 2 High demand at York What is ITIL? Incident, change and operational management at York Where next? Overview

3. 3 Increased demand COURSE SITES TOOLS USERS High demand at York Total number of course sites by academic year

4. 4 Public framework IT service management methodology Published by Office of Government Commerce Holistic approach to managing a system What is ITIL?

5. 5 Consistent practices Manage high demand Efficient and predictable control processes Measurable and improved services Why ITIL?

6. 6 ITIL in practice

7. 7 Service Desk Incident Management Problem Management Change Management Release Management Capacity Management Availability Management Configuration Management Testing/Service Validation

8. 8 VLE support Service Desk Incident Management Problem Management - Resolve incidents - Escalate to problem management - Resolve problems from incident management - Proactively fix problems - Track problems/known error database - Maintain knowledgebase - See problems through to resolution (upgrades)

9. 9 Benefits: MORE EFFICIENT & CONSISTENT SUPPORT ESCALATION TO PROBLEM MANAGEMENT KNOWLEDGEBASE VLE support

10. 10 Challenges: UNEXPECTED ISSUES NO FORMAL TESTING RESOURCE INTENSIVE Change management Change Management Release Management Testing/Service Validation

11. 11 Change management Test script Outcome report

12. 12 Change management Change released Installation in test Test plan formulated Testing performed Problem management Change Manager Release Manager

13. 13 Change management

14. 14 Benefits: LESS UNEXPECTED TECHNICAL PROBLEMS CHANGES WELL PLANNED AND DELIVERED Change management

15. 15 Monitoring & reporting Capacity planning BALANCE SUPPLY AND DEMAND QUOTAS ANNUAL REPORTING & PLANNING Operational management Capacity Management Availability Management

16. 16 Google Analytics Key Performance Indicators (KPIs) SYSTEM PERFORMANCE COURSE/TOOL USAGE Operational management

17. 17 Configuration Management Database (CMDB) Document and query relationships: SERVICES TOOLS CUSTOM OBJECTS TEST SCRIPTS EXEMPLAR SITES KNOWN ERROR DATABASE Future plans

18. 18 Better testing & change management Effective incident & problem management Improved planning What’s improved?

19. Thank You David Barrett University of York david.barrett@york.ac.uk