ITSM Status: Metrics,Problem Management, FUSION12 and the ITSM Program Page ITS Quarterly Staff Meeting Friday November 30 th 2012 ITS Team

Overview ITSM Program Status Process Metrics Problem Management Fusion12 Conference ITSM Program Page

ITSM Program Status

Interim Major Incident Process Jan ‘10 Interim Major Change Process Feb ‘10 Distinguished Incidents vs Requests Apr ‘10 MIS trained in ITIL Foundations Apr-Nov ’10 Teams Designed Incident, Request, and Problem Management Processes 2011 MPD IT trained ITIL Foundations Jul-Oct ‘11 ITSM Program highlights (1/3)

Change Management Process Oct ‘11 Incident and Request Processes Feb ‘12 Change Process (CSI) Mar ‘12 Project Management integration Mar ‘12 High level Metrics for Incident Apr ’12 Internal Process Maturity Assessment Jul ‘12 ITSM Program highlights (2/3)

ITSM aligned ITSD reorg Jul ‘12 Upgrade KBOX to 5.3 Jul ‘12 Major Incident Process (CSI) Aug ‘12 MPD service staff using KBOX Aug ‘12 CSI Register established Oct ’12 Org Sections in ticket report Nov ’12 Incident Volume metric drill down by ITS Sections and Service Categories Nov ’12 Problem Management Process Jan ’13 ITSM Program highlights (3/3) Since the Aug ’12 Staff meeting Soon

ITSM Program What’s Next (1/2) Implementation sequence mostly TBD Change Management (CSI) APFY12 Remaining Metrics for Incident Process Metrics for Request & Project Service Asset & Config. Process APFY12,13  IT Asset Management Process APFY12,13 Event Management Process

ITSM Program What’s Next (2/2 Implementation sequence TBD Service Level Management Process APFY13 Release and Deployment Process APFY12 Continual Service Improvement APFY12 Customer Service Portal Info. Security Management Process APFY12,13 Knowledge Management Process KBOX 5.4 Upgrade (release in Dec) Acquire and implement real ITSM support tool More

ITSM Program Status conclusion We’ve done a bunch All working together Plenty available yet to be done Figuring out what is possible and best value for next step(s)

Process Metrics

Process Metrics Since Oct 2011 for Change Since Feb 2012 for Incident (high level) Last reviewed at Aug 10 th staff meeting

Change Management Metrics

Big volume increase for October

performance metrics OK Closed Unsuccessful Emergency Triggered Incident Closed Cancelled

Incident Management Metrics

Caveats, Constraints & Next steps Caveats  Still early in development of Incident metrics  Data not information  Don’t draw conclusions Constraints  Volume of closed incidents vs time (month)  Closed Incidents only  Incident Start date only Next steps  Raise questions  Take next steps in Incident metric development

Resolved on first contact dipped in September and October

All ITS Sections.

Applications and Information Management Section (Susan’s team)

Customer Services and Support (Leecia’s Team)

Technology Operation Services (Bill Conant’s team)

Drilling in on a Service Category. SAN Admin hit a 38 ticket peak in June.

Answers but more Questions Answers  What’s breaking  Who’s fixing it  How Incident volume trends over time Questions / Next steps  How long is it taking to fix stuff? Incident Duration metric is next  Are incident tickets getting closed? Ticket aging reports

Problem Management

The Team (not the problem) The Problem Management Team:  Thatcher – Project Manager  Bill Conant – Problem Process Owner  Grace and Sonia Team members  Lynn and Ricky (first PM team members)

Problem Management: the Missing Piece What is it? What isn’t it? Why do we need it? How are we doing PM today? What will we have to do differently? When does PM go live?

PM: What is it? Process to detect, prioritize, and permanently resolve the unknown cause of recurring Incidents Process to detect and resolve situations before they cause Incidents

Incident vs Problem Management Review Incident Management  Restoring broken service(s) ASAP Problem Management  Identifying and permanently resolving the cause of Incidents

PM: What isn’t it? Problems are not a more important type of Incident A Problem is not a higher priority Incident A Problem is not any type of Incident Repeat after me …. Problems are not just about technology  It’s also about People, Policy, Process

PM: Why do we need it? To reduce recurring Incidents To stop Incidents before they happen To have a prioritized, multi pronged process of attack on lingering stuff Ensure that Problem workarounds are available to staff Complete Incident process Improve Change success Get rid of the red! Example: Service Availability

PM: How are we doing PM today? Mostly we aren’t doing it Where we are doing PM, its not tracked well:  Putting PM information into individual Incident tickets  People’s brains Started a tracking ticket in KBOX for candidate Problem tickets

PM: What will we have to do differently? Consult Problem list when creating Incident tickets  To determine if incident needs to be associated to an existing Problem  To share & apply workarounds in related Problem ticket Section Heads only – Create, assign and prioritize Problem Tickets per Section  Intended to hold the volume of Problems to a feasible level Some staff – Work assigned Problem ticket(s)

When does Problem Management Go Live? After the PM process description is complete After KBOX support for PM is developed and tested Probably January ’13

FUSION 12 Conference

IT Service Management Foundation (USA) and Help Desk International

Largest USA ITSM Specific Conference Two and half days Seventy-two regular sessions Fifteen Breakfast briefings By spreading out we attended 1/3 of all sessions And of course the vendors…. Lasting knowledge resource  Summary presentation posted  All session presentations available off line

Top Takeaways We are on the right track We implemented processes in reasonable order We’ll always be learning … COBIT 5, ISO Need to make our own decision what’s next Ready to think about real ITSM support tool  Aligned tool can accelerate process delivery  Improve integration and workflow  Request intake support  Pre build metrics

ITSM Program Page

How to find this page Navigate Home > Feature Links > Departments > Department of Management > IT Services Division > IT Service Management (ITSM) Program HomeFeature LinksDepartments Department of ManagementIT Services Division Search ITSM Bookmark in FF Toobar  Recommended Desktop Shortcut Take your pick

What’s there Process templates and examples  RFC, Project Charter FAQ  KBOX and Processes How do I …A – Z.  KBOX and IT Policies Process Executive Summaries Process Flowcharts Process Procedures (KBOX step by step)

Wait, there’s more Customer Survey, Internal Assessments Presentations  From prior Staff Meetings  Key Concepts  New Process Rollouts Training gateway to SkillSoft  ITIL Foundations supporting material  Jumpstart presentations

Process and KBOX FAQRFC Project Charter templates and examples Presentations, Policies and Training

KBOX Process FAQ

How to find this page Navigate Home > Feature Links > Departments > Department of Management > IT Services Division > IT Service Management (ITSM) Program HomeFeature LinksDepartmentsDepartment of ManagementIT Services Division Search ITSM Add to FF Bookmarks Toolbar  Recommended Desktop Shortcut Take your pick

End of Presentation ITSM Program Status Process Metrics Problem Management Fusion12 Conference ITSM Program Page Questions? Comments.

Revision History 11/16/2012 TDeane Got place holders in for all the sections. Missing summary page for Fusion12 and Process Asset Library screen shots. 11/21/2012 T with B. Conant revised Fusion12 slides. 11/21/2012 B.Conant revised PM slides ever so slightly 11/26-27/2012 T Deane added animations and made adjustments based on 11/21 preview with Jacob. 11/28/2012 T Deane added animations to PAL section and screen shots from FAQs. Also latest Incident Volume Graphs with ‘open’ line …. Shows very low % of open tickets.

Slides not used