1. Leveraging ITIL Best Practices for
ITIL in the Real World:
Leveraging ITIL Best Practices for
Service Improvement at NYU
Presented by Ben Maddox, NYU Information Technology Services or
Information Technology Services, New York University • Educause 2006

2. ITIL* in the Real World: Leveraging ITIL Best Practices for Service Improvement at NYU
New York University at a Glance
About Information Technology Services (ITS) at NYU
About ITIL:
Overview
Key Components
Putting ITIL into Action
ITIL & ITS
A Few Real-World Examples
Lessons Learned, Next Steps
Summary
*Information Technology Infrastructure Library
Information Technology Services, New York University • Educause 2006

3. New York University at a Glance
The nation’s largest private University, at over 50,000 students and more than 14,000 employees
Large and complex fiscal and physical operation
Consistently ranked as one of country’s more “wired” campuses
Impacted by HIPPAA, FERPA, Graham Leach Bliley and other regulatory policies
Currently implementing Active Directory
One central IT organization, but schools, divisions and departments may have local support teams, systems administrators and tools.
Information Technology Services, New York University • Educause 2006

4. About Information Technology Services at NYU
In advancement of the NYU community’s commitment to teaching, learning, research, and public service, the purpose of NYU Information Technology Services is
to serve,
to lead,
to innovate
with services that are readily available, responsive, reliable and cost-effective.
— ITS Mission Statement, adopted 1999
Information Technology Services, New York University • Educause 2006

5. About Information Technology Services at NYU: Structure
.edu Services
Communications & Computing Services
Enterprise Computing & Support Services
Office of the Associate Provost & Chief Information Technology Officer (CITO)
Leadership and coordination of University IT strategy, policies, and services; IT-related planning, compliance, and continuity services.
Technology services for faculty and students, in support of research, scholarship, and instruction; Internet2 resources; computer labs, ResNet services, classes, and more; development and management of web, , and NYUHome portal services, and of strategic technology initiatives.
Operation, management, evolution and security of NYU's large-scale technology infrastructure providing voice (telephone) and data network services, and computing resources supporting a wide range of essential, computer-based University services.
SIS, Albert, HRIS/PASS, fame, BSR Advance, Data Warehouse, BIA, eReports, Brio, Remedy, and more.
IT Service Desk for faculty, students, & staff, and application development & support for core University admin. systems; desktop support, accounts, training, publications, directory, database, and application security services;
— Adapted from
Information Technology Services, New York University • Educause 2006

6. Enterprise Computing: at a Glance
Wikis
University Data
Warehouse
Calendaring and PDAs
Digital Content,
ePortfolio
Student Information
Systems
fame
(PeopleSoft)
Blogs
E-Vote
Business
Intelligence
& Reporting
(Hyperion & Brio)
eServices
(NYUHome portal
& )
Enterprise Systems
Document
& Content
Management
Human Resources
Information System
BSR Advance
(Sungard)
Learning
Management
(Blackboard &, Sakai)
Incident &Change
Management
(Remedy and ModTrak)
HPC - High Performance
Computing
Information Technology Services, New York University • Educause 2006

7. Responding to Demand: The Hunt for Three Octobers
Information Technology Services, New York University • Educause 2006

8. About ITIL: Overview
Developed in late 1980s in the UK in response to growing dependence on IT
Now a public body of knowledge for Service Management best practices
Helps organizations improve service levels and reduce the cost of IT operations
A framework, defining ten interlocking processes for service support and service delivery
Also provides guidance on IT security, business management, and other topics
The ten ITIL processes are described in two volumes:
- Service Support focuses on management of essential operational processes
- Service Delivery on strategic management of the IT services
Information Technology Services, New York University • Educause 2006

9. About ITIL: Key Components
Service Support
Service Desk*
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
*A function, not a process.
Service Delivery
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
— Adapted from ITIL training material.
Information Technology Services, New York University • Educause 2006

10. About ITIL: Key Components (continued)
Service Support
Service Desk*
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
*A function, not a process.
Service Delivery
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
Matt
Information Technology Services, New York University • Educause 2006

11. ITIL V3: We’re Gonna Need a Bigger Boat
The ITIL v3 refresh project is expected to begin with the publication of five new core texts with publication planned for May 2007.
A key change to ITIL under version 3 has been a focus on the alignment of IT and 'the business' and on the management of IT throughout the complete lifecycle.
ITIL v3 core volumes
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
ITIL v3 complementary material
While the new ITIL core will draw heavily on current industry practice in IT service management and relevant research. It will reflect the major changes in the way businesses buy and utilize IT services. The complementary material will make it easier for ITIL to address specific vertical markets and industries (e.g. Public Sector, Financial Services) and will provide a venue for more rapidly changing guidance around the application and implementation of the best practice described in the core works.
It is likely that the complimentary material will include both a detailed glossary, process maps and mappings to governance and other frameworks (e.g. COBIT) and methodologies (e.g. Six Sigma).
Matt
Information Technology Services, New York University • Educause 2006

12. Getting Started: Asking the Right Questions
Where do we want to be?
Vision and business objectives
Where are we?
Assessment
How can we get where we want to be?
Process improvement
How do we know that we have arrived?
Metrics
— Adapted from IT Service Management, an introduction, a publication of the IT Service Management Forum.
Information Technology Services, New York University • Educause 2006 12

13. Putting ITIL into Action at NYU
The alignment of IT and business, mapping product and service delivery to institutional planning and identified needs, is strongly emphasized in the ITIL framework.
Over the course of the last three years, ITS has provided ITIL Essentials Training or workshops to more than 70 staff members of our staff. In addition, staff members take advantage of tuition remission and workshop offerings in project management, service delivery and communication.
ITS has been leveraging ITIL’s Best Practices for internal communication and project planning.
ITS is committed to long term strategic and tactical partnerships with ITS service partners and academic and operational units. These includes areas directly recommended by ITIL best practices, such as the strengthening of service delivery, service support, and continuity and availability management.
Information Technology Services, New York University • Educause 2006

14. ITIL & ITS: A Few Real-World Examples
Client Communication & Feedback
ITS Services Catalog
Ask ITS Service Portal
Remedy-Integrated Knowledge Base
ITS Service Delivery Cycle
Leveraging Available Data & Tools
Tracking Change
Information Technology Services, New York University • Educause 2006

15. Real-World ITIL & ITS: Client Communication & Feedback
Formal Stakeholder Feedback
Spot Surveys
Cross-Organization Collaboration
ASAP
CIO Council
IT Support Managers
Systems Administrators Working Group
Others
Creation of Services Catalog
Information Technology Services, New York University • Educause 2006

16. Real-World ITIL & ITS: Service Catalog (Internal)
The ServTrak data-entry and search screen: Searching by keyword.
Information Technology Services, New York University • Educause 2006

17. Real-World ITIL & ITS: Service Catalog, continued.
ServTrak records are created, updated, and edited within this interface. Note the tabs for information on hours of availability, eligibility, dependencies (with respect to other services), and contact information for second-tier and client-facing support.
Information Technology Services, New York University • Educause 2006

18. Real-World ITIL & ITS: Service Catalog (Public) .
Service Catalog would be accessible via a menu item in the About ITS section
A mockup of the web-based client facing interface currently being developed.
Information Technology Services, New York University • Educause 2006

19. Real-World ITIL & ITS: Service Catalog, continued.
Clickable link titles would launch a satellite window with the service information
The mockup, in further detail.
Information Technology Services, New York University • Educause 2006

20. Real-World ITIL & ITS: The Ask ITS Service Portal
NYU students, faculty and staff access Ask ITS through the NYUHome Portal.
Information Technology Services, New York University • Educause 2006

21. Real-World ITIL & ITS: Ask ITS Service Portal, continued.
It is available through a channel on the Home tab, and through a link at the top of each tab.
Information Technology Services, New York University • Educause 2006

22. Real-World ITIL & ITS: Ask ITS Service Portal, continued.
An area within Ask ITS provides information about an upcoming interruption to service availability.
Information Technology Services, New York University • Educause 2006

23. Real-World ITIL & ITS: Knowledge Base
The web-based login screen of our Remedy-integrated knowledge base. The knowledge base can be accessed from the Remedy console, from within a Remedy ticket, and directly via the web.
Information Technology Services, New York University • Educause 2006

24. Real-World ITIL & ITS: Knowledge Base, continued.
The knowledge base Home screen. (The Authoring and Reports tabs are available only to knowledge base administrators.)
Information Technology Services, New York University • Educause 2006

25. Real-World ITIL & ITS: The ITS Service Cycle, Mapped to ITIL
Best
Practices
e.g., ITIL
Metrics &
Feedback
Portfolio
& Project
Manage -ment
Service
Catalogue
Marketing,
Training, &
Documentation
Change &
Incident
Management
Information Technology Services, New York University • Educause 2006

26. Real-World ITIL & ITS: Leveraging Data & Tools
Leveraging available data and tools to obtain metrics:
Existing data, from sometimes disparate systems, sources
University Data Warehouse
Existing reporting tool
Allow the metrics to belong to the owner
Managers and Team Leaders in ITS departments receive this automatically generated report daily.
Information Technology Services, New York University • Educause 2006

27. Real-World ITIL & ITS: Leveraging Data & Tools, continued.
Leveraging available data and tools to obtain metrics:
Existing data, from sometimes disparate systems, sources
University Data Warehouse
Existing reporting tool
Allow the metrics to belong to the owner
They also receive an automatically generated monthly summary.
Information Technology Services, New York University • Educause 2006

28. Real-World ITIL & ITS: Leveraging Data & Tools, continued.
Other automatically generated reports are mailed out daily and monthly to our service partners in the Human Resources Division.
Information Technology Services, New York University • Educause 2006

29. Real-World ITIL & ITS: Leveraging Data & Tools, continued.
Portions of the template for the monthly report that is automatically generated and ed to our service partners in the Human Resources Division. (Data shown is for illustration only.)
Information Technology Services, New York University • Educause 2006

30. Real-World ITIL & ITS: Tracking Change
ModTrak is our locally developed system used by ITS staff and our service partners to request, track, and obtain reports of system changes. Above, initiating a search for changes made to the New Budget system’s online help.
Information Technology Services, New York University • Educause 2006

31. Real-World ITIL & ITS: Tracking Change, continued.
Our search results. Clicking a Change Number brings further details and the opportunity to update the record. Information can also be exported as Excel or PDF files.
Information Technology Services, New York University • Educause 2006

32. Real-World ITIL & ITS: Tracking Change, continued.
The Details-Edit Request screen. Note the tabs for tracking line items, issues, migration & testing.
Information Technology Services, New York University • Educause 2006

33. ITIL & ITS: Next Steps, Lessons Learned
Process enhancement is incremental - take the long look
Use the framework to connect the dots of initiatives and build a portfolio
Change is coming to ITIL — prepare for ITIL v3.
Integrate support planning earlier in our product and service development cycles, so that the products we release are easier to use and support.
Ask your client communities what will support their business and leverage ITIL to map your initiatives
Resource limitations will impact your timelines
Make noticeable improvements in procedures people have to follow to get ITS services.
Mitigate the impact of service disruptions by using innovative notification approaches.
Work with other help-providing groups at NYU to coordinate services more effectively.
Intensify our use of metrics in driving improvements and of the Remedy trouble ticket system to track problems, identify trends, and evaluate the effects of improvement measures introduced.
Information Technology Services, New York University • Educause 2006

34. Additional Projects Mapped to Specific ITIL Areas
Information Technology Services, New York University • Educause 2006

35. Mapping ITIL Processes to ITS Initiatives
ITIL Service Support Process
ITS Projects & Services
Service Desk*
Single point of contact with the IT organization
Incident & Problem Management is its primary process
May also include a Change Management role
May also have roles with respect to Configuration Management, Service Level Management & Release Management
Knowledge base — creating & populating with IT solutions
Cross-training for more complex issues, such as accounts and eligibility
Emphasis on single point of contact for communication
Sharing of information across IT areas
Creation and deployment of ServTrak, in-house services tracking tool to support Services Catalogue
University-wide course-management support group
Facilitating Enterprise-wide adoption of incident management tools
*A function.
Information Technology Services, New York University • Educause 2006

36. Mapping Processes: Service Support (continued)
ITIL Service Support Process
ITS Projects & Services
Incident Management
An incident is any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or a reduction in the quality of that service.
Incidents are recorded, classified and allocated to appropriate specialists, incident progress is monitored, and incidents are resolved and they are closed.
Incident Management (BMC Remedy) innovation and enhancement
Creation of new roles for escalation within Service Desk — e.g., IT Support Technicians I and II, Analyst II
Increased in-house training and knowledge sharing
ACD/Remedy/UDW reporting
Daily key performance indicator (KPI) reporting
Information Technology Services, New York University • Educause 2006

37. Mapping Processes: Service Support (continued)
ITIL Service Support Process
ITS Projects & Services
Problem Management
Identifying or detecting system/application/ infrastructure problems based on a collection of related incidents.
Enacting and tracking appropriate solutions.
Collaborating with IT service partners to increase problem definition and tracking
Facilitating enterprise-wide availability of incident management tools
Increasing use of knowledge base
Supervisory Team has greater access to metrics
Information Technology Services, New York University • Educause 2006

38. Mapping Processes: Service Support (continued)
ITIL Service Support Process
ITS Projects & Services
Configuration Management
Provide reliable and up-to-date details about the IT infrastructure.
Marimba deployment; asset tracking via BMC Remedy; Change Request tracking
ITS Security initiatives for criticality and system administration
Security Architecture Working group formed
Non-ITS systems administrators forum created
Matt
Information Technology Services, New York University • Educause 2006

39. Mapping Processes: Service Support (continued)
ITIL Service Support Process
ITS Projects & Services
Change Management
Manage the process of change and consequently limit incidents related to changes.
Creation and deployment of ModTrak, in-house change management tool
University Data Warehouse — data sharing across toolsets
Enhancements of incident management and change request systems
Information Technology Services, New York University • Educause 2006

40. Mapping Processes: Service Support (continued)
ITIL Service Support Process
ITS Projects & Services
Release Management
Ensure the quality of the production environment, by using formal procedures and checks when implementing new versions.
(Release Management is concerned with implementation, unlike Change Management, which is concerned with verification.)
Use of ModTrak for documentation related to change
Use of ProjTrak, in-house project management tool providing timelines and project tracking through completion
Technical Review Team for assessment of projects’ feasibility and completion
Information Technology Services, New York University • Educause 2006

41. Mapping ITIL Processes: Service Delivery
ITIL Service Delivery Process
ITS Projects & Services
Service Level Management
Process of negotiating, defining, measuring, managing and improving the quality of IT services at an acceptable cost
Optimizing the use of SLAs, including reporting and notification
Enterprise-wide technical support working groups
Providing incident management tools and training for non-technical areas, such as Human Resources Divisions
ServTrak - Creation and deployment of in-house service tracking tool
Developing ITS operational-level agreements (OLAs)
Providing incident management
Information Technology Services, New York University • Educause 2006

42. Mapping Processes: Service Delivery (continued)
ITIL Service Delivery Process
ITS Projects & Services
Financial Management for IT Services
Promote the efficient and economic use of IT resources, by changing over from budget-based organizations with fixed budgets to cost-conscious businesslike organizations.
Use of “Trak” toolset to document and evaluate IT services and products
Use of Service Level Agreements (SLAs)
Cross-ITS and business unit collaboration in the development of and compliance with IT controls policy
Information Technology Services, New York University • Educause 2006

43. Mapping Processes: Service Delivery (continued)
ITIL Service Delivery Process
ITS Projects & Services
Capacity Management
Provide the required capacity for data processing and storage, at the right time and in a cost effective way.
Creation and deployment of ProjTrak, in-house project-tracking tool
Created cross-ITS working group for enterprise applications and systems administration
Information Technology Services, New York University • Educause 2006

44. Mapping Processes: Service Delivery (continued)
ITIL Service Delivery Process
ITS Projects & Services
IT Service Continuity Management
Contingency planning — proactive, rather than reactive — with an emphasis on preventing disasters.
Disaster Recovery planning, formal testing, and assessment
Communicating business continuity as a priority to ITS leadership, management, and staff
Collaborating with partners across University regarding emergency and continuity planning
Extended Service Coverage (XSC) program
Information Technology Services, New York University • Educause 2006

45. Mapping Processes: Service Delivery (continued)
ITIL Service Delivery Process
ITS Projects & Services
Availability Management
Ensuring the IT infrastructure — its availability, reliability, maintainability, and serviceability.
Multiple redundancy projects for network and hardware
Extended Service Coverage (XSC)
Communicating Scheduled Maintenance windows to clients via Ask ITS service portal
Creation of cross-ITS working group for enterprise applications and systems administration
Information Technology Services, New York University • Educause 2006

46. ITIL in Action
STRATEGIC
PLANNING
PROJECTS &
INITIATVES
BEST
PRACTICES
ITIL
ITIL Best Practices Framework — may include other frameworks or guidelines
Organizational and institutional strategy and alignment
Projects, Services initiatives and organizational culture
Information Technology Services, New York University • Educause 2006