Common Help Desk Deep Dive Tom Bourgeois / Laurel Wadlund Campus IT Services

Overview Primary Project Goal Project Parts The goal is to unify IT support across campus and develop one institutional “Help Desk” for all users. Project Parts A Help Desk Tool (a software package or SAAS/PAAS solution; TBD) Services to configure within a tool, Such that a consumer of the service can Easily find the service Understand what the service entails and how it will be delivered (form realistic expectations) Request the service Receive the most efficient service delivery possible Such that a service provider can Understand what the consumer is asking for Route / Assign the service task to the most qualified / most available service delivery resource Provide the service Understand the effort related to providing the service

Overview Federated Services - Key Concepts IT Organizations that ‘want to participate’ may Opt-In as a Service Provider Common Help Desk Tool Central IT Services Campus IT Services Federated Services The Tool Intelligently Routes a work request to a Service Provider Who is Qualified to provide the service and Who is Currently Available

What is Happening? Help Desk Tool Interviews – Target Completion End of March, 2015 Help Desk Tool Campus Stories are being collected via Interviews ~20% collected Interviews taking about 1.5 hours each. Those ‘in progress’ need continuation sessions. Collected stories need cleanup and vetting. Stories will identify and validate the need for a tool, and the desired features. Failure is not an option. This is the ‘third’ go around. The community wants to see material results.

What is Happening? Services Goal – At least 2 services available to include in the RFP process. One service – configured by the Vendor during Proposal One service – configured by the Vendor during Presentations Both services need to be demonstrable during Vendor Presentations Service Definition Framework – proof of concept Service Catalog Workshop October 2013 – One day workshop Why proof of concept? Quickly arrive at a common definition of ‘a service’ Quickly arrive at an overall understanding of services to be included in the tool Quickly arrive at a repeatable pattern groups can follow to define their services

Proof of Concept Based on ITIL Service Identification Service Definition Service Design Whoa Cowboy… what does ITIL include for Services? Service Strategy Service Transition Service Operation Continual Service Improvement

Proof of Concept – What ITIL Says Service Strategy Goal – Provide high level guidance for the implementation and ongoing performance of service, IT strategy and service management. Service Strategy looks to develop and implement service management as a capability and a strategic asset. Value – IT Resources and Capabilities are turned into Goods and Services to meet Customer needs IT Investments make sense for the organization The business receives the result of Wise Strategic decisions based upon Data, Information and Knowledge Includes – Business Cases with ROI Business Relationship Management Goals / Purpose / Scope Financial Management

Proof of Concept – What ITIL Says Service Design Goal – Design services and anything else required to ensure that those services provide value to the customer. Value – Cost Effective, high quality services Utility and Warranty needs met Lowered total cost of ownership Management of services built-in Includes – Sourcing Options – insourcing, outsourcing, co-sourcing, multi-sourcing, etc. Consideration of systems, components, processes, people, skills, customers, requirements, capability to deliver and ability to pay. 4 P’s – People, Process, Products (service tech tools), Partners (suppliers, vendors, etc.) 5 Aspects – Solution, Tools, Architecture, Process, Metrics & Measurements

Proof of Concept – What ITIL Says Service Transition Goal – Transition services from development into the live environment in a safe manner, including testing to optimize risk, and to provide early life support. Value – Allows the business to respond to business opportunities without worrying whether IT can absorb the volume of changes that would come with them taking advantage of the opportunities. Includes – Transition planning, Asset Management and Configuration Management (for components of the service) Change management Remediation Planning Release and Deployment

Proof of Concept – What ITIL Says Service Operation Goal – To deliver and manage stability within the IT environment and all service Delivery. To be responsive whenever we fail to deliver stability Value – Customer experiences ‘value’ of the Utility and Warranty delivered by the service they now get to use. Includes – IT Services ITSM Processes Event and Incident Management, Request Fulfilment, Problem Management, Access Management Ongoing improvement within all operational activities Tuning, Workload balancing, Personnel re-deployment, Training Effective Communications

Proof of Concept – What ITIL Says Continual Service Improvement Goal – To continuously align and realign IT services and deliverables to business needs and requirements. Value – Cost savings, efficiency gains, reduced errors, customer loyalty, increased profitability. Includes – KPIs – Service, Technology, Process Scorecard – Finance, Client, Processes, People CSI Defined Approach Deming Cycle – Plan, Do, Check, Act Seven Step Improvement Process – Identify the strategy for improvement Define what to measure Gather data Process data Analyze the information and data Present and use the information Implement Improvement

Proof of Concept ITIL Revisited – What we need right now… Service Strategy Service Design Service Identification Service Definition Service Transition Service Operation Continual Service Improvement

Proof of Concept – What we need right now… Service Identification What are the services we currently provide – at a high level Identify the most frequently used 2, 3, or 5 services Service Definition General characteristics of the service Critical Success Factors Barriers to Success and Resolutions to those Barriers KPIs and their data sources Service Design Identify / Define / Document the Service Details Workflow / Delivery Step Modeling including Business Rules Design of integrations / system touch points, as applicable Organizational Readiness Service / Production Go-Live Gate

Proof of Concept – What is happening… Two POC Services? Account Lockout Firewall Changes ~5 Meetings since mid December At the point of identifying Resolutions to Barriers Beginning to collaborate with Central IT – PSSO Timing is an issue - RFP target Want to remain directionally aligned

Target Timeline Interviews Completed - End of March, 2015 Requirements Outlined - 2nd week of April RFP developed and published - End of April, 2015 ** Vendor Response Window - End of May, 2015 Vendor Selection - End of June, 2015 Proof of Concept – 2 Services End of April, 2015 **

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