We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byIsabell Embry
Modified over 2 years ago
The Power of the Core Service Catalog Michele Morrison and Judy Shandler EDUCAUSE – Tuesday, October 10, 2006
© British Columbia Institute of Technology Agenda Definitions How it all started Our support environment Getting up to speed and process to date What’s next? Keeping it current Lessons learned So what is the power of the Core Services Catalog?
© British Columbia Institute of Technology Acronyms ITIL – IT Infrastructure Library SLM – Service Level Management SLA – Service Level Agreement OLA – Operation Level Agreement UC – Underpinning contract
© British Columbia Institute of Technology Definition Core Services Catalog Default SLA for an organization Defines base level services for all clients In most organizations it should cover 80% of your clients support requirements Part of an overall SLM strategy Starting point to define specific SLAs for clients with differing support requirements
© British Columbia Institute of Technology Service Level Management Service Desk / Service catalog SL A StaffFacultyStudentsTenants PC NET LA B APP Clients IT Services OLA – Operating Level Agreement UC – Underpinning Contracts Vendors
© British Columbia Institute of Technology How it all started A need for improved customer service by managing client expectations No clear definition of what we supported Client complaints about inconsistent service Some SLAs were being developed for departments with special needs SLAs needed for the rest of the Institute
© British Columbia Institute of Technology BCIT’s IT support environment We support: –Students –Faculty –Admin staff –Tenants –BCIT community groups (e.g. Student Association, Unions, etc.) 2,000 employees 16,000 full-time and 32,000 part- time student registrations 5 major campuses 12 – 15 satellite campuses 80+ IT staff at two locations
© British Columbia Institute of Technology BCIT’s IT support environment (cont.) 100 Servers (Novell, Windows, AIX, Linux, Solaris) 2,000 Staff PCs 300 Software Apps 2,400 Lab PCs 165 Computer Labs Increasing demand for 7 x 24 Support
© British Columbia Institute of Technology Getting up to speed Help Desk Institute (HDI) training on Service Level Agreements (2002) ITIL Fundamentals (2002) and Practitioner training– Service Management (2004) PINK Conferences (Toronto 2002, Orlando 2003 and Vancouver 2005) – attended sessions on Service Catalogs (e.g. Justice Cluster of Ontario, ABN Amro Bank, etc.) HDI Conference (Vancouver 2003) We learned about industry best practices before we started – Don’t start cold!
© British Columbia Institute of Technology What to include in in the Core Services Catalog Service name and description Service availability Identification of the clients/customers Metrics Business process supported by the service Customer role How to access the service Version numbers and creation/revision dates
© British Columbia Institute of Technology Process to date Defined our services Divided the project into two phases Marketed the need for a core service catalog internally Involved team leaders to help define and write content Reviewed UCs Established a review cycle and editing process
© British Columbia Institute of Technology Process to date (cont.) Developed an OLA for IT staff Conducted focus groups and updated content based on feedback Integrated service level targets into our Help Desk tool Published Phase I and II on the web and in hardcopy format Started to create SLAs for groups with differing needs
© British Columbia Institute of Technology How we defined our services Phase I: Help Desk Network Infrastructure & Printing Enterprise Server & Centralized Data Storage Lab Desktop Security and Business Continuity Appendices: –List of Supported Products –Current Computer Specifications –Service Request Estimates
© British Columbia Institute of Technology How we defined our services (cont.) Phase II Messaging & Collaboration Application and Database Hosting Web & Portal
© British Columbia Institute of Technology What’s next Establish formal role for Service Level Manager Continue to identify groups with unique SLA requirements (based on business requirements) Define, negotiate, sign-off and publish remaining SLAs Annual review and updates of Service Catalog and SLAs
© British Columbia Institute of Technology Keeping it current Need to ensure that ongoing resources exist to keep the catalog and SLAs up to date Client community needs to have input into the catalog during updates Update schedule: –Core Service Catalog – annually –Appendices – quarterly –SLAs - annually
© British Columbia Institute of Technology Revision Process Process for both annual and quarterly updates Updates go through change management process Updates are communicated to the Institute
© British Columbia Institute of Technology Lessons learned It is all about building relationships You need to educate your contributors Writing is quick, getting everyone to agree on what was written can take weeks or months Get commitment and support from all IT managers Create IT department buy-in early
© British Columbia Institute of Technology Lessons learned (cont.) Involve your clients and/or customers Services need to be measurable Include an index Communicate what you learned about what the IT department does within the department This is not an “off-the-side-of-the-desk” project Need the ability to translate technical jargon to client-friendly language
© British Columbia Institute of Technology So what is the power of the Core Services Catalog? It becomes the starting point for an ongoing dialogue between the IT department and its clients It is a set of common language/definitions for the clients and within the IT department It clarifies what is supported and sets expectations for how the service will be delivered It becomes the starting point in the process to create SLAs
© British Columbia Institute of Technology Resources BCIT- HDI- itSMF- OGC (ITIL)- PINK- Examinations-
© British Columbia Institute of Technology Questions? Feel free to look at our Core Services Catalog on our website: Thank you!
1 ITIL in the Real World: Leveraging ITIL Best Practices for Service Improvement at NYU Presented by Ben Maddox, NYU Information Technology Services
1 Challenges in Web Governance in a Complex International Organization: The Case of the World Bank Robert Valantin Third Web4Dev Conference UN, New York.
VITAL – an Open Source/Proprietary Source Solution for Institutional Repositories built on a unique funding and partnership model. The JISC/CNI Meeting.
SharePoint Governance Questions January 2014 ©2014 SUSAN HANLEY LLC.
Enterprise BCIT – A Year of Growth CAUDIT Enterprise Architecture Symposium – Nov 2006 Leo de Sousa, Enterprise Architect British Columbia.
A Knowledge Innovation TM Project Proposal for Egypts Negotiating Body Making Negotiation a National Duty 26 June 2005, RITSEC.
Beginners Guide to ITIL - help or hindrance? Dennis Adams a s s o c i a t e s Management and Infrastructure SIG Meeting Can it help me? What are the pitfalls?
BUILD AND GROW YOUR SHAREPOINT BUSINESS INTELLIGENCE (BI) PRACTICE BUSINESS BUILDER BUILD AND GROW YOUR SHAREPOINT BUSINESS INTELLIGENCE (BI) PRACTICE.
1 Blackboard Sales Presentation. 2 Agenda Introduction –The Company and the Community Why Blackboard –Product Strategy What Blackboard Provides –Product.
Best Practices to Deploy a Successful Portal Carol Penne – International Monetary Fund Zach Wahl – Project Performance Corporation March 18, 2005 Portal.
IT Strategic Plan Open House 2: March 26 th Dave Wallace, CIO, Andrea Chappell and The Team.
January 23-26, 2007 Ft. Lauderdale, Florida Developing a Unified Communications Strategy Using Use Cases to Identify Opportunities Applying Analysis to.
Best Practices for Implementing An Information Solution By Even Brande.
EPDP ePDP 2.0 Agenda Annual Plan Job responsibilities Goals Competencies Professional Development Plan Lets see it! 4.
Pennsylvania BANNER Users Group 2007 Structuring a reporting environment for success.
Custom Computer Specialists, Inc. - Proprietary & Confidential Public Schools of Tarrytown Infinite Campus Implementation Planning.
IT Career Framework Imagine…. ….being able to identify how your role fits within the larger picture and being able to identify what skills and knowledge.
Building repositories Iryna Kuchma, eIFL Open Access program manager, eIFL.net Presented at “Open Access: Maximising Research Impact” workshop, May 25.
1 Services. 2 Agenda Overview –Managing the Transitions of The Networked Learning Environment Blackboard Consulting –Who We Are and What We Do Blackboard.
Information & Decision Support Center (IDSC) – Egypt © M. Khorshed Effective Request for Proposal for effective businesses.
End the Madness - Section 508 Compliance in the Enterprise.
Successfully Rolling out CRM in a Complex Distribution Environment Presented By: Tom LeBleu Former VP of Marketing Strategy, National Financial Partners.
© 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice The Business Case for Configuration.
Aiming Outside: Other Careers Ulla de Stricker
1 GREY BOX TESTING Web Apps & Networking Session 4 Boris Grinberg
Avoiding Conversion Aversion or Preaching to the Converters 211Ontario.ca Presentation to 2009 AIRS Conference Mining for I&R Excellence June 2009.
Global Education Industry Building a Smarter Classroom Investing in Education to Stimulate and Sustain the Economy IBM Global Education Industry © Copyright.
People ProcessOrganization Technology. CAUBO 2008 Why Did UVic Need I.S. Governance? Universities are managed by a vast array of interwoven matrices.
Chart Your Course to Business Success On Target Business Intensive: Session 10 March 13, 2012 Advisors On Target 1.
© 2016 SlidePlayer.com Inc. All rights reserved.