Service Owners May 17, 2013 Presented by: Chapter Name ITIL® Service Strategy Course May 17, 2013 Service Owners Presented by: ITIL© is a Registered Trade Mark of the Cabinet Office. ITIL© is a Registered Trade Mark of the Cabinet Office. All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted by any means, electronic, mechanical, photographic or otherwise without the prior written permission of the copyright owner. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this publication the copyright holder cannot be held liable for damages caused by use of the information contained herein. Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Request Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

Introductions Name Role How would you describe the Service Owner role? How much do you know about ITIL? Introductions © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Request Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

What is ITIL? Information Technology Infrastructure Library Set of 5 books. Each book is a stage in the Service Lifecycle. Internationally adopted framework for Service Management Why is ITIL so successful? High-quality consistent results from consistent processes Stop fire-fighting and become more proactive Best practice. Don’t need to reinvent the wheel Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Continual Service Improvement Service Lifecycle SERVICE DESIGN Design Coordination Service Catalog Management Service Level Management Capacity Management Availability Management Continuity Management Information Security Management Supplier Management SERVICE TRANSITION Transition Planning & Support Change Management Service Asset and Configuration Management Release and Deployment Management Validation and Testing Change Evaluation Knowledge Management Continual Service Improvement Service Transition Service Operation Service Strategy Service Design SERVICE STRATEGY Strategy Management Service Portfolio Management Financial Management Demand Management Business Relationship Management SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access Management CONTINUAL SERVICE IMPROVEMENT 7-Step Improvement Process Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Key Process Integration Points Knowledge Management Self Service Request Fulfillment Incident Management Problem Management Change Management Configuration Management Best Practices © Third Sky, Inc. 2013 – Service Owner Session

What is a Service? Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A service is not … A specific application or technology An activity that one particular IT team performs The act of provisioning “request for a new server” is not a service “server management” or “application hosting” is a service Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Expanding on End-to-End Service Design Phase ITIL® Version 3 Foundation Course Expanding on End-to-End End-to-end doesn’t just describe the “Service to Application to Infrastructure” stack. It also describes all the activities/stages in the Service Lifecycle Strategy Design Implement / Transition Operations Continuous Improvement A service includes … Applications Infrastructure “Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” Services facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints. The result is an increase in the probability of desired outcomes. The Service Portfolio is produced as part of Service Strategy and should include participation by those involved in Service Design, Transition, Operation and Improvement. Once a service is ‘chartered’ (being developed for use by customers, Service Design produces the specifications for the service and it is at this point that the service should be added to Service Catalog Concepts. Application Development Support Operations Application Maintenance Engineering Best Practices © Third Sky, Inc. 2013 – Service Owner Session Third Sky, Inc. - Proprietary & Confidental Master Ver.-2.0

What is a Service Owner? Accountable for a specific service within an organization independent of where the underpinning technology components, processes or professional capabilities reside. Accountable for all stages in the Service Lifecycle Strategy Design Transition Operations Continuous Improvement Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Email Service Owner (Example) The Email Service Owner is accountable for the delivery and quality of service across the IT organization. Note: the dotted line communication structure. VP/CIO Service Desk IT Operations I.T. Security Exchange Team Email Service Owner Monitor email virus threats Monitors servers, installs patches, configures ActiveDirectory, etc. Handle email incidents and service requests from end-users Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Key Service Management Roles Service Catalog Service Management Business Relationship Management Process Owner Service Level Management Process Owner Incident Process Owner Problem Process Owner Change Process Owner Customer 1 Customer 2 Customer 3 Customer 4 Business Relationship Manager #1 Business Relationship Manager #2 Sales Automation Service Owner Email Service Owner Database Administration Service Owner Server Management Service Owner Email Service Sales Automation Database Administration Server Management Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Sample Service Owner Responsibilities across the Service Lifecycle SERVICE DESIGN Ensure their service is up to date in the service catalog Design the following: Service solution Management systems and tools Technical & management architecture Processes required Measurement methods & metrics Ensure service satisfies requirements such as Availability Capacity Continuity Security SERVICE TRANSITION Participate in Change Management Stakeholders in projects for their service Ensures appropriate groups are maintaining the CMDB for their service Ensure knowledge capture and knowledge transfer Continual Service Improvement Service Transition Service Operation Service Strategy Service Design SERVICE OPERATION Ensure monitoring & control is established Understand Incident trends and provide oversight for Major Incidents Oversee Problem Management for their service Enable the submission of service requests & the fulfillment of request SERVICE STRATEGY Define strategy & roadmap for their service Understand the customer’s service requirements Manage financial aspects of their service CONTINUAL SERVICE IMPROVEMENT Reviews reports to ensure service level objectives are met Recommend, prioritize and drive improvements Best Practices © Third Sky, Inc. 2013 – Service Owner Session 13

Why is the Service Owner Role important? Manage the end-to-end service as perceived by the customer As opposed to just managing the individual components of the service Provide a single-point of accountability Avoid finger-pointing Avoid breakdowns between Service Lifecycle stages Ensure service is delivered consistently across the organization Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Discussion Questions Service Owners and a Director/Manager of the team Are they the same or different? Why? Service Owners and a Director/Manager of the team If Practice Managers are Service Owners, what additional responsibilities do they have? Service Owners and Practice Managers Best Practices © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Request Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

HUIT Service Catalog Service Catalog © Third Sky, Inc. 2013 – Service Owner Session

Services Owners and the Service Catalog Service Owners are accountable for their Service Descriptions in the Service Catalog Links to content related to their Service Descriptions Review your Service Description at least once a year Need to make changes? Contact Simon Pride spride@fas.harvard.edu 617 496 3980 OR itsm@harvard.edu Service Catalog © Third Sky, Inc. 2013 – Service Owner Session

Organizational Partner SLAs, OLAs and UCs Organizational Partner (Customer) Service Level Agreement (SLA) HUIT IT Team Operational Level Agreement (OLA) IT Team Underpinning Contract (UC) Supplier SLAs and OLAs © Third Sky, Inc. 2013 – Service Owner Session

Service Owners and SLAs/OLAs Service Owners, in the future, will be accountable for Understanding the organizational partner’s (customer’s) Service Level requirements Defining, negotiating and agreeing on the SLA/OLA with their organizational partner (customer) Ensuring OLAs and UCs align with their SLA Ensuring reports are produced that measure SLA achievements Analyze reports and identify opportunities to improve their service (and execute service improvement plans) SLAs and OLAs © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Request Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

Change Management Process is Changing Revised Change Management process part of Change Management launch in ServiceNow in October Change Requesters self-identify impacted services In the future, this could be automated by the CMDB Service Owners setup approvers to review Changes that impact their services Change Management © Third Sky, Inc. 2013 – Service Owner Session

Types of Changes Type of Change Approval Process Standard Change (none) Pre-approved. Has a SOP. Normal Change – Low Risk Assignment Group Manager Impacted Services that want to review Low Risk changes Others as requested Normal Change – Medium Risk Impacted Services that want to review Medium Risk changes CAB approves online Normal Change – High Risk Impacted Services CAB reviews in CAB meeting Major Change Proposal Senior Leadership Emergency Change Emergency CAB Risk is determined by scope, impact and probability. Change Management © Third Sky, Inc. 2013 – Service Owner Session

Service Owners are Accountable for Standard Changes Define SOPs for Standard Changes Get Standard Changes pre-approved through Change Management Normal – Low Risk Changes If you want someone to review low risk changes that might impact your service, identify an approver Normal – Medium Risk Changes If you want someone to review medium risk changes that might impact your service, identify an approver Normal – High Risk Changes You must identify an approver to review high risk changes that might impact your service Change Management © Third Sky, Inc. 2013 – Service Owner Session

Change Approver Responsibilities Must approve in a timely manner “No response” is considered approval If Change is not approved, need to describe “why” Change Management © Third Sky, Inc. 2013 – Service Owner Session

Service Owners and Knowledge Management Service Owners are accountable for Ensuring knowledge is captured and transferred from design/transition team to operation team Ensuring the following types of knowledge is create Troubleshooting checklist for first line Knowledge articles for common solutions, known errors, work-arounds, etc. Knowledge articles for end-users, e.g. FAQs Knowledge Management © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Requests Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

Service Owners and Incident Management Service Owners are Accountable for Ensuring Incident Service, Service Component and Categorization is up-to-date Ensuring Incidents are being resolved in a timely manner for their service Ensuring On-Call / Escalation Paths are up-to-date Analyzing Incident reports for their service and determining how to improve their service Incident Management © Third Sky, Inc. 2013 – Service Owner Session

Service Owners and Problem Management Problem Management is coming soon. Service Owners will be accountable for Ensuring teams are working towards reducing the number of Incidents and/or reducing the impact of Incidents Prioritizing Problem Management activities for their service Ensuring work-arounds and known errors are being documented If there is appropriate business justification, ensuring Problems are fixed Problem Management © Third Sky, Inc. 2013 – Service Owner Session

Service Owners and Request Fulfillment Browse a Catalog of Requests Complete Online Form Approval Workflow Fulfillment Workflow Different types of request catalogs: Request Center Used by IT and selected partners to make structured request from HUIT teams, e.g. New server New database Copy database Employee Self-Service End user computing requests Incrementally being built now Coming in the future Request Fulfillment © Third Sky, Inc. 2013 – Service Owner Session

Service Owners and Request Fulfillment Service Owners are Accountable for Identify who should work with the ITSM team to design the structured requests Ensure that representatives from the fulfillment teams are participating in testing, and the fulfillment teams are participating in training Ensure that requesters receive communication and training (if necessary) when the structured requests are ready in ServiceNow Request Fulfillment © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Requests Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

7-Step Improvement Process Continual Service Improvement © Third Sky, Inc. 2013 – Service Owner Session

ServiceNow Reporting Capabilities # of tickets Mean time to restore Ticket aging SLA achievements Incident # of requests Mean time to fulfill each type of request Request aging Request # of changes % of successful changes Change calendar Change Continual Service Improvement © Third Sky, Inc. 2013 – Service Owner Session

Discussion What types of additional reporting do you need to manage your service? <To be completed in session> Continual Service Improvement © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Requests Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

Discussion What help do you need to be successful service owners? Templates and samples Authority Automated reports Senior management support Engagement model Educating client Being plugged in early Shared understanding of what is a service order Automated ticket creating and routing Service owner “user group” Define best practices Service Owner Program © Third Sky, Inc. 2013 – Service Owner Session

Discussion What help do you need to be successful service owners? Authority Education Service dependencies Right resources to deliver the service Keep services up to date / governance process Up to date documentation and knowledge base Service Portfolio Management Senior Management backing and enforcement Shared responsibility across organization Trust between service owners Accountability Service owner “user group” Service Owner Program © Third Sky, Inc. 2013 – Service Owner Session

Discussion If we hold regular Service Owner meetings: How frequent should these meetings be? Once a month What should be covered in the meetings? Get on same page Compile issues and concerns ahead of time Sub service / categorization Feedback from senior management Case studies / ITIL model Service catalog / service definition Service Owner Program © Third Sky, Inc. 2013 – Service Owner Session

Discussion If we hold regular Service Owner meetings: How frequent should these meetings be? Quarterly major; monthly minor What should be covered in the meetings? Rationalizing services and service owners Customer experience Continuing definition of services Mapping resources to budget cycle Service Owner Program © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Service Operations Incident Management Best Practices and the Service Owner Role Problem Management Requests Fulfillment Service Design Continual Service Improvement Service Catalog Reporting SLAs and OLAs Creating an Effective Service Owner Program Service Transition Change Management Knowledge Management Questions & Answers Agenda © Third Sky, Inc. 2013 – Service Owner Session

Questions & Answers Thank you for attending! Slides will be posted on http://_______ If you have questions, please email itsm@harvard.edu Questions & Answers © Third Sky, Inc. 2013 – Service Owner Session