Presentation on theme: "Taking the Mystery Out of IT Service Management, ITIL & ServiceNow"— Presentation transcript:
1 Taking the Mystery Out of IT Service Management, ITIL & ServiceNow Monday August 5, 1:40-2:50pm
2 Your Distinguished Panel Moderator: Brian Buckler, Director of Network, Desktop Support, and Infrastructure Services, Office of IT, UC IrvineRebecca Nguyen, ITSM Program Manager for campus Information Technology Services and Medical Center IT, UC San FranciscoAnita Nichols, Client Services Manager, Information & Educational Technology, UC DavisMarian Sherrin, Service Manager for UCSC IT Request Services (Service-now) and the IT Change Manager, Client Services and Security, UC Santa CruzNisi Vidato, Manager, IT Service Management, IT Services, UCLA
3 Agenda Brief Overview of ITIL, ITSM, and ServiceNow Campus Summaries of ITIL and ServiceNow ImplementationsModerator Questions for the PanelAudience Questions for the Panel
4 What is ITIL? IT Infrastructure Library Developed in the UK; used world-wide5 core books + complimentary guidanceA suggested framework of best practices for IT Service Management (ITSM)ITSM definition: organizational capabilities that deliver valuable servicesNon-prescriptive practical guidelinesFocused on process and continuous improvementCustomer service drivenITIL Core built on a service lifecycle with 5 stagesITIL is the IT Infrastructure LibraryIt was developed in the UK and is used world-wide by public and private sector IT organizationsThe library contains 5 core books plus many complimentary publications and resources.The library can be generally described as a suggested framework of best practice guidelines for IT Service Management (ITSM).ITIL defines ITSM as a set of specialized capabilities, within a proven and effective framework, for providing value to customers in the form of IT services.ITIL provides non-prescriptive practical guidelines that can be adapted to individual organizations.ITIL is focused on processes and continuous improvement.ITIL is Customer service driven.The ITIL Core is built on the service lifecycle process with 5 service lifecycle stages.
5 ITIL Service Lifecycle Stages Service StrategyService DesignService TransitionService OperationContinuous Service Improvement (CSI)Service StrategyInvolves planning, thinking and acting strategically to continually align services and resources to achieve maximum value for the customer and the service provider.Involves managing a portfolio of services for maximum return on investment of resourcesDecides which services are in the service portfolio, which includes all services being developed in the service pipeline plus all services being delivered in the service catalog.Develops policies and guidelinesService DesignDesigns services and everything else required to make the services valuable to the customer and aligned with the service strategy.Develops Service Design PackagesDevelops and negotiates Service Level AgreementsService TransitionTransitions services safely from design and development to operational delivery of production servicesManages changesProvides initial support to help operational support teams roll out and support new services or service changesService OperationDelivers, manages and supports stable production servicesResponsive to customer issues with servicesMonitors service health and performanceMeasures performance to determine if SLAs are being metContinuous Service ImprovementContinuously provides feedback to all other lifecycle stages to align and realign everything the service provider does to ensure the customer needs are being met.Continuously identifies opportunities for improvement and provides service improvement recommendations and plans to ensure maximum value to the customer and maximum return on investment of resources.
6 What are some of the potential benefits of ITIL-based ITSM? Improve IT services and maximize value and ROIImprove customer satisfactionSet realistic customer expectationsMeasure performanceImprove efficiency and productivityImprove communicationIncrease consistency and accountabilityIncrease the value of ITImprove moraleReduce costsImprove IT services and strategically align them with customer needs to maximize value and ROIImprove customer satisfactionSet more realistic customer expectations that can be deliveredAbility to measure and validate performance levels negotiated in SLAsImprove process efficiency and staff productivity to leverage limited resourcesImprove internal and external communicationIncrease consistency and accountabilityIncrease the credibility and value of ITImprove staff moraleReduce costs
7 Who/What is ServiceNow? Provider of cloud-based software that automates ITSM based on ITIL principlesRated 2012 Best Overall Offering by EMANation-wide public and private sector customer baseSaaS business model with web interfaceWho and what is Service Now?Based in San Diego, they are a leading provider of cloud-based services that automate enterprise IT operations and ITSM based on ITIL principles.In 2012, Service Now was recognized as the "Best Overall Offering" in the Enterprise Management Associates (EMA) Next Generation IT Management (NGITM) solutions Radar report. Their platform is used nationwide by Fortune 100 and 500 companies and leading universities, including many in the UC system.Service Now is offered under a Software-as-a-Service (SaaS) business model and is accessed through a web-based interface
8 Campus Summaries of ITIL and ServiceNow Implementations
9 UCSC Overview IT Request Users vs. Campus Population 5,000/19,000 Students (15K undergrad, 1.5K Grad) – 30%1,000/1,517 Faculty2,400/4,300 Staff7,000/40,000 Applicants400/8594 Guests (others were spam or auto created)Other Tools Used?Incident transitioned from Web Help DeskChange Management transitioned from JiraLibrary & SOE Staff (non ITS) use Request Tracker (RT)PBSci IT still uses Cerberus (but is transitioning to SNC)Transition from outdated tools (some vendor end of life) – Expectation MetPerformance Improvement – Expectation MetIntegration of silo’d tools, Expansion opportunities, BC/DR Included – Expectation met and in continues in progressReduce skill specialization required across limited staff – Consolidation of skillset into SNCReduced need for technical development staff – More developer skills necessary than expected, but can develop SNC skills across orgReduced operational maintenance – Expectation Met - No SysAdmin required; Still need to manage SNC Upgrades (ie Berlin to Calgary)UCSF, UCLA, and LBL had adopted already – Expectation Met – UC Wide Adoption continues2012/13Students 5000/19,000Staff /4300Faculty 1000/1517Applicants 7000/40000Guests 4500UC Santa Cruz 2013
10 UC Santa Cruz Date SNC Application Developers Service Managers TicketsCurrentUsersAssignment Groups2011: JanuaryContract Start Date2011: JuneIncidentChangeKnowledge Base143,9715161,31527,111879211349NA2012: DecemberService Catalog (RITM)1.449134082013: SummerPinnacle IntegrationPortfolio & Project Management1.51.2Future2013: FallRelease Management1.32014: WinterCMDB1315 Published out of 1857 totalJune 2012-June 2013Incidents 43, 971Changes 516Active KB – 1,315UC Santa Cruz 2013
11 Why Service Now?Transition from outdated tools (some vendor end of life)Performance ImprovementIntegration of silo’d tools, expansion opportunities, BC/DRIntegration of ITIL processes continuesReduce skill specialization required across limited staffConsolidation of skillset into Service-now.comReduced need for technical development staffMore developer skills necessary than expected, develop SNC skills across orgReduced operational maintenanceExpectation Met - No SysAdmin required; Still need to manage SNC UpgradesUCSF, UCLA, and LBL had adopted alreadyExpectation Met – UC Wide Adoption continuesWhy Service-now? Inefficiencies & ObsolescenceTransition from outdated tools (some vendor end of life),Performance ImprovementIntegration of silo’d tools, Expansion opportunities, BC/DR IncludedReduce skill specialization required across limited staffReduced need for technical development staffReduced operational maintenanceUCSF, UCLA, and LBL had adopted alreadyUC Santa Cruz 2013
12 UCSF Overview Campus Overview 3000 Students 30,000+ Faculity/Staff Other Tools Used?Remedy used by HRWhy Service-nowFrustration with Remedy UpgradeSOM and Medical Center IT moved to ServiceNowOperational Excellence – IT Consolidation
13 UCSF Item Date SNC Application Developers Service Mgrs Current Users Assignment GroupsContract Start Date2010: October2011: JanuarySOMEnterprise1Initial Production Deployment2010: AprilAsset Mgmt – Computers (SOM only)Other Production Releases2011: November2012: February2012: May2013: March2013: May2013: JulyIncident Management for Med Ctr ITEnterprise Incident ManagementEnterprise Change ManagementESS, Knowledge (internal)Asset Mgmt (computers – desktop support)SDLCAsset Mgmt (printers – desktop support)2750 IT Users60 non-IT Users251Planned Releases2013:SeptemberOctoberNovember2014CMDB – NetworkCMDB – ServerCMDB – ApplicationDiscovery1.5Future PlansProblem Management
14 UC Davis Overview Campus Overview 33,300 Students 8,352 Faculty 20,410 Staff
15 UC Davis Item Date Service Now Application Developers Community Admins Product Owner (Agile)Contract Start Date2012: DecInitial Deployment2013: FebIncident1Planned Releases2013: July“Beta:”Portfolio & ProjectChange MgmtContract Mgmt2013: AugKnowledge Mgmt2-3
16 UCLA Manager, IT Service Management Nisi VidatoUCLAManager, IT Service Management
17 Background In 2007 UCLA underwent a Pink Elephant Process Assessment Findings were that we were very immature in our processesThe processes were not documented and communicated to a large degreeThe recommendation was to implement ITIL ProcessesIn 2010 UCLA hired me as the ITIL ExpertConduct a gap analysisOperationalize the ITIL framework Implement ServiceNow
18 Service Management Awareness Campaign Core project team Design Team Foundations TrainingLunch and LearnsNewslettersCore project teamGovernanceDesign TeamProcess developmentRequirements gathering
19 Why ServiceNow? IT Service Management Framework Able to extend the platform to create custom applicationsAble to utilize workflow to develop end to end service provisioningSelf-serviceSaasUpgrades are compatible with customized applications
20 UCLA Date SNC Application 2010: January 1/1 2010: March Service Managers/System Administrators2010: January1/12010: MarchIncident, Knowledge, CMBD Lite1/22010: JulyService Catalog, ESS, Mobile2011: JanuaryChange Management, SR2012: MarchProblem Management, SR2/22012: AugustCustom Applications: Contact Info App, Calendar Management3/22012: NovemberSR (over 168), Contracts, CMDB Project2013: January-AprilMerger 250 individuals, Custom Application: Service Request5/32013: JulyCustom Applications: Bruin On Line , SARMulti-Tenancy (6 Tenants)2013: AugustCMS
24 What are the potential benefits of ServiceNow? Hosted in the cloudBased on ITILCustomizableAutomated upgradesImproved operational trackingTool/Application/Data consolidationEnterprise-wide toolCustomer self servicePowerful reportingWhat are the potential benefits of ServiceNow?Completely hosted in the cloud with a web browser interfaceNo need to maintain commodity servers and applicationsBased on ITIL principlesCustomizable to adapt to unique organizational processesAutomatic upgrades occur three times a year and are designed to be compatible with customizationsImproved IT incident tracking, IT problem management and service request resolutionAbility to consolidate many tools, applications and sources of data into one enterprise systemAbility to extend the tools to other IT units on campusAbility to implement customer self serviceFlexible and powerful reporting including reporting capability for existing and new metrics
25 UC Santa Cruz Screen Shots 2013UC Santa Cruz "IT Request"
27 UC Santa Cruz "IT Request" Service-now ESS PageUC Santa Cruz "IT Request"Service-now.com ESS Page
28 UC Santa Cruz "IT Request" Client/User HomepageClient NameUC Santa Cruz "IT Request"
29 UC Santa Cruz "IT Request" Client/User HomepageUC Santa Cruz "IT Request"
30 UC Santa Cruz "IT Request" Service CatalogWe included the “Get Help” link to create an Incident ticket here.This allows users to start at the service catalog and if they don’t see what they want specifically, they can just “Open a Ticket”.Helps users as we add service request items to the service catalog.We did not take a big bang approach to our SNC catalog.UC Santa Cruz "IT Request"
31 UC Santa Cruz "IT Request" Client Incident ViewUC Santa Cruz "IT Request"
32 UC Santa Cruz "IT Request" ESS PageUC Santa Cruz "IT Request"Service-now.com ESS Page
33 UC Santa Cruz "IT Request" Service CatalogUC Santa Cruz "IT Request"
34 UC Santa Cruz "IT Request" Change RequestUC Santa Cruz "IT Request"
35 UC Santa Cruz "IT Request" Knowledge Base/FAQ(partial)UC Santa Cruz "IT Request"