The Case for IT Service Management Carla Birckelbaw CIT Conference, 5/19/15

What is IT Service Management? ITSM - and ITIL, upon which it is based - are an integrated, process-based, set of best practices to manage IT services. Whereas ITIL defines and documents the best practices, ITSM employs them to meet unique customer requirements and priorities.

What is IT Service Management? Source:

IT Service Management at ISU Many IT teams interested in ITIL and gaining certifications, working to mature their processes + Both ITSM tools in use nearing End of Life + Current tools not meeting all needs _____________________________________ A campus IT community ready for a change

IT Service Management at ISU Moving to a common ITSM process and searching for a common ITSM tool ITSM tool RFP Cherwell chosen, Avante as implementation partner Process discussions continuing throughout

Why implement IT Service Management? We can mature our service management practices through careful configuration of the ITSM tool

Maturing our service management Consistency Transparency Complex reporting Intuitive Linked records Searching across all records = integrated processes

Why implement IT Service Management? Tracking and prioritizing our work controls the chaos

Tracking and Prioritizing Controls the Chaos Urgency: A measure of how long it will be until an Incident has a significant Impact on the organization. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year. Impact: A measure of the effect of an Incident based upon the number of clients affected. Urgency 1- Incident causes significant disruption affecting critical business processes, academic services or affects life safety, Urgency 2- Incident causes a significant disruption to critical business processes, but not affecting life safety or academic services, and no workaround is available. Urgency 3- Incident will cause a disruption in the near term, a workaround is available Urgency 4 - Work not affected or readily available work around All of campus affected Critical (P1) High (P2)Normal (P3) Learning Spaces or multiple departments\ residence halls Critical (P1)High (P2)Normal (P3)Low (P4) Several people or a single department or residence hall High (P2) Normal (P3)Low (P4) One person affected High (P2)Normal (P3) Low (P4)

Why implement IT Service Management? It makes IT more efficient, increasing response time for our customers

Why implement IT Service Management? Asset and Configuration Item tracking is integral to the process

Why implement IT Service Management? Federating our collective IT knowledge benefits everyone

Federated knowledge benefits everyone Knowledge Article ####InternalReviewPublishedRetired Status Next Status ViewKnowledge Article Last Modified: Autofill of date and user Edit Owned By: Assign To Title:Keywords: Photo, name, phone, Voting Content: Useful Not Useful Useful (count) Not Useful (count) I Want To… Take Ownership Limit viewing to owner Visible in Customer Portal Add Comment View Detailed Date/Time Information Limit editing to ownerAudience: drop down list Suggest a Knowledge Article Retire this Article Classification ITSM Continuous Improvement Provide Feedback on the ITSMService: [drop down from Service Catalog]Article Type: ITSM Feature Request Category: [drop down from Service Catalog]Primary CI: picker from CMDB Subcategory: [drop down from Service Catalog] √ √

Why implement IT Service Management? Meeting customer expectations

Why implement IT Service Management? We can measure our performance and prove it with data

Measuring our performance

Why implement IT Service Management? Align with University goals

Why implement IT Service Management? Why not implement IT Service Management?

ITSM Project Timeline All phases have a corresponding development cycle – workshops, requirements, configuration, training, User Acceptance Testing, and Go Live. * Dependent upon release of new discovery tool by Cherwell ** Optional implementations, decisions pending Phase 1 (Go live summer 2015) Phase 2 (Go live summer/early fall 2015) Phase 3 (go live November 2015)Phase 4 (Go live March 2016) Change ManagementIncident ManagementService Level ManagementProblem Management Knowledge ManagementRequest FulfillmentRelease ManagementCMDB – remaining CI types Service CatalogSelf-Service PortalSCCM IntegrationReservation Manager CMDB – Infrastructure CI typesCustomer Profile PopulatedNew Discovery Tool integration*Lightspeed Replacement** Basic Authentication CMDB – Endpoint CI typesProject/Portfolio Management** Integration Basic Discovery Tool Integration Customer Profile Setup Named users established Security Groups

Questions? ITSM Project contacts Carla Birckelbaw, Shane Thomison (PM),