IT Service Management Suite Michelle Reynolds November 29, 2016

Agenda Introductions Service Description Value Proposition Metrics Cost Security More Information Q&A

Introductions Service owner: Michelle Reynolds transitioning to Todd Maniscalco Service manager: Remedy OnDemand: Benoit McNicoll Jira: Vicky Mikula Pinnacle: Vacant Other service delivery team members : Greg Christofferson Commercial Applications team IT Service Desk IT Communications & Documentation

Service Description Service name: IT Service Mgmt Suite Products & Vendors: Remedy OnDemand (BMC) Jira (Atlassian) Pinnacle (Calero) Brief text description: The IT Service Management Suite is a group of applications that help manage incidents and service levels and help track projects, bugs, tasks, changes, assets, chargebacks, infrastructure, E911 locations, and inventory. The Suite has a variety of built in reporting capabilities with the ability to automate report delivery upon request. Available to: Staff, Instructional Professionals, TSPs, Fee Remedy OnDemand (IT community) – No Remedy OnDemand (Non-IT) – Yes Jira – No Pinnacle - No Service tier: One

IT Service Mgmt Matrix Remedy Pinnacle Jira Incident Mgmt x Request Fulfillment Task Mgmt Problem Mgmt Change Mgmt Service Level Mgmt E911 Location Chargeback (Billing) Infrastructure Mgmt Bug Tracking Project Mgmt

Value Proposition Remedy Pinnacle Jira Enterprise system that provides core service management functionality to bring operational activities together. When modules are adopted, it reduces the number of information systems needed to manage business activities. Brings IT@Cornell together when handling customer issues and requests. Increases service management capabilities when leveraging relationships from incidents, requests, and assets. Improves business intelligence of IT operations to help focus on improving performance of service management activities. Pinnacle Unified billing system for many centrally provided services. Jira Allows team to record and follow the progress of issues based on categorization types of “Bug, “Improvement”, or “New feature”. Agile Project Management capabilities.

Value Proposition – Customer Impact Remedy Enterprise system that allows tickets to be transitioned between teams/units for faster resolution. Reporting at enterprise, college, department and queue levels for pro-active service management capabilities. Automation capabilities using web services/APIs for service requests Centrally managed system for units to take advantage of and focus on value add activities for end users Helps define standardized processes for organizations. CURLAG meetings – similar to a SIG (Cornell University Remedy Local Admin Group). Quarterly and Dept/Unit training at no cost which allows unites to expand usage based on understanding additional capabilities of the system. (New user, Intermediate, and Expert/Admin). Pinnacle Centralized billing reports provided to IT Service Coordinators and Individuals to enable them to view their respective charges for Central IT services. Jira Simple intuitive interface that allows collaboration with team members. Tailored workflow to match existing processes.

Value Proposition – Key benefits Remedy Enterprise level functionality for management of incidents, problems, changes, requests, tasks and service levels. Soon to include Asset Mgmt, customer portal and Smart Reporting Managed/Hosted offering allows us to focus on managing the service and no longer the infrastructure Portal modules including mobility options MyIT (customer portal) & SmartIT (back office portal) Pinnacle Repository for Voice, Network, Wireless, Digital Signage location and infrastructure information Jira Software development focused Easily manage the issues throughout the entire project lifecycle

Metrics FY16 FY 16 Metrics Issues/requests submitted 274,030 14,221 Remedy Pinnacle Jira Issues/requests submitted 274,030 14,221 11,592 Total Users in the system 859 57 2,877 Availability 99.7% 100%

Costs Cost to deliver the service: FY 16 Total Cost $754,461 Hardware & Software $267,222 Labor $418,651 Staff Support $34,294 Administrative Overhead Fee for Service Unit Cost % of cost Remedy Hybrid $1.93/issue/yr 70% Pinnacle No $14.02/request/yr 26% Jira $2.28/issue/yr 4%

Remedy OnDemand Rates: Licensing structure Floating license (1-5 users) $112.00 per floating license per month - $1,344/year Fixed license (1 user) $44.00 per fixed license per month - $528/year Read Only license $0.00 per user

Remedy OnDemand Users IT @ Cornell Non – IT AA&D AA&P CALS Central IT CIT/DFA Cornell College of Business (CBB) Arts & Sciences Human Ecology Lab of Ornithology Law School Libraries Johnson Graduate School of Mgmt (JGSM) IPP Research Centers ILR Statler IT SSIT Vet Med IT Non – IT Bursars Office College of Veterinary Medicine – Clinical Sciences CU Police Administration DFA – ID&R, KFS DFA – Payroll EH&S (AskEHS) Financial Aid and Student Employment Graduate Student Services HRIS – Workday University Budget Office University Registrar

Remedy - Ticket Volume by Grouping: FY 2016 Non -IT CIO Office & CIT ITSG’s

Security What risks does use of the service mitigate? Information Security Financial loss How does the service mitigate risks? Remedy uses separate companies which provides information security by protecting unit data and keeps issues separated by department (i.e. -HR, Presidents Office, CUPD, etcetera). Remedy’s asset management module (release Jan 2017) will help mitigate financial loss by tracking devices that do not fall under the capital guidelines ($5,000+). Jira monitors project health for real time visibility into the status and progress of upcoming releases to better understand financial obligations. Jira helps keep projects on track by monitoring bugs, improvements and new features and avoid scope creep which can lead to financial ramifications.

More Information Service web page: http://www.it.cornell.edu/services/remedy/ , currently Jira & Remedy do not have a web presence Service level expectations: http://www.it.cornell.edu/services/sle.cfm?doc=35 Service catalog entry: https://catalog.it.cornell.edu/admin/31 Service quarterly report: http://cio.cornell.edu/resources/it-reports-documents-and- presentations/itcornell-quarterly-metrics/it-service-management

Questions?