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ITSM Support Group Administrator May 2011. Objectives By the end of the session you will be able to: – Describe the Support Group Admin Role – Administer.

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Presentation on theme: "ITSM Support Group Administrator May 2011. Objectives By the end of the session you will be able to: – Describe the Support Group Admin Role – Administer."— Presentation transcript:

1 ITSM Support Group Administrator May 2011

2 Objectives By the end of the session you will be able to: – Describe the Support Group Admin Role – Administer support group membership – Know when to use the OARS M2 Request – Utilize ITSM reports – Find support information

3 Agenda Support Group Administrator (SGA) role and responsibilities Administering support group membership Running ITSM Reports Bringing it all together: a day in the life Questions

4 ROLE AND RESPONSIBILITIES Support Group Administrator (SGA)

5 The ITSM Support Group Administrator Previously: Support Group Manager – Same responsibilities – Plus the ability to manage membership A key role – Connecting your team to where ITS is going – Vital to embracing ITS changes – Essential to making the ITS Service Management processes work

6 The ITSM Support Group Administrator Priorities – Puts policies into action – Not just managing membership, but getting team members to take ownership and responsibility – Decides how to administer within framework Viewed as – Empowered – Accountable – High performing support team

7 The ITSM Support Group Administrator Puts policies into action Not just managing membership, but getting team members to take ownership and responsibility

8 High Level Responsibilities: Processes Monitor efficiency and effectiveness Knowledge IncidentProblemChange Take appropriate action when necessary

9 Incident Process Appropriate assignment of open incidents Ensure incidents are resolved as quickly as possible, adhering to ITS Resolution Targets Ensure appropriate Knowledge Management articles and Problem Investigations are created from incidents Knowledge IncidentProblemChange

10 Problem Process Assign resources to Problem Investigations and Known Errors Monitor target dates of investigations Knowledge IncidentProblemChange

11 Change Process Ensure that change requests to be coordinated by your group are accurately recorded and completed in a timely manner When the Change Coordinator is unknown, ensure that a Change Coordinator gets assigned to your change requests Knowledge IncidentProblemChange

12 Knowledge Process Document reviews: after notification, determine if review is needed then assign for review Reports: know what has been used and what hasn’t; decide if those numbers are appropriate. Knowledge IncidentProblemChange

13 Your Tools ITSM Consoles Reporting – Standard – Public – Create New Manage support group membership – ITSM Tool – OARS (M2) request process for specific roles

14 Consoles in ITSM Individual Console by Process Overview Console ITSM Home Page

15 Individual Consoles

16 Overview Console

17 Console Personalizing

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19 1 2

20 ITSM Home Page

21 Personalizing Your Home Page 1 2 3

22 ADMINISTERING SUPPORT GROUP MEMBERSHIP Keep those ducks in a row

23 Administering Group Members What does this mean? Gives you the power to add or remove support staff members from your own support group. Benefits Empowering you to have more control of your support group Immediate Support Group resource to work records

24 Administering Group Members RoleOARS (M2) Request ITSM (Adding User to Support Group) Existing ITSM User New ITS Employee Non-ITS Employee Functional Role: 1.Change Coordinator 2.Support Group Admin Two ways to manage support group membership ITSM Tool – adding a user to the your Support Group OARS (M2) Request – adding a user to ITSM tool & Functional Role

25 Administering using ITSM Tool

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30 OARS M2 Request

31 RUNNING ITSM REPORTS Metrics, Metrics, Metrics

32 Running Reports

33 Standard Reports

34 New Reports

35 New Report Criteria

36 Key SGA Reports Incident – Volume – Backlog – Resolution Time Change – Open Changes – Volume of Changes Problem – All Problems – Open by Service Knowledge – Articles with update requests – Article usage – Articles up for review – Feedback Reporting Job Aids Run a Standard ITSM Report Create a New Report

37 THE LIFE OF AN SGA Bringing it all together

38 The Life of an SGA: daily Overview Console – Look for unassigned or aging records – Monitor overall volume of work being handled by your group – Stay in tune with heavy volume or records that seem out of the “norm” Individual Module Console – Priority and aging for all records Remedy Knowledge Management (RKM) – Review documents assigned to your group and re-assign as needed Notifications – Assignment only, no Service Target notifications in May

39 The Life of an SGA: monthly Run and review process reports and take appropriate action to reward or correct Surface internal process improvement opportunities within your area Provide appropriate feedback to resource managers Review group membership and update or submit M2’s for other adjustments Opportunity to communicate both to your leadership and your team

40 SGA Resource SGA Toolkit – Overview of Expectations – Resource Links – Report Information https://backstage.its.umich.edu/transition/rat ionalization/service-management/support- group-admin-role.php https://backstage.its.umich.edu/transition/rat ionalization/service-management/support- group-admin-role.php

41 Other Resources ITS Backstage page: https://backstage.its.umich.edu/transition/rationalization/service- management/ https://backstage.its.umich.edu/transition/rationalization/service- management/ Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/ https://backstage.itcs.umich.edu/process-implementation/ Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManage ment/itsProcessImplementation/Lists/Feedback/AllItems.aspx https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManage ment/itsProcessImplementation/Lists/Feedback/AllItems.aspx

42 Reviewing our objectives Are you able to: – Describe the Support Group Admin Role – Administer support group membership – Know when to use the M2 for access – Utilize ITSM reports – Find support information

43 QUESTIONS What else?


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