Service Owner Workshop Chapter Name ITIL® Service Strategy Course May 19, 2014 Service Owner Workshop 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

Chapter Name ITIL® Service Strategy Course Agenda Introductions Process Improvement Service Owners and Service Delivery Manager Service Handbook Homework Reg Agenda © Third Sky, Inc. 2013 – Service Owner Session Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

Some ways Service Owners support HUIT Values include … Chapter Name ITIL® Service Strategy Course Some ways Service Owners support HUIT Values include … Values Service Owner responsibilities User-focus Ensure services are providing value for users Look for ways to evolve the service based on user needs Deliver a positive customer service experience with empathy Collaboration With users and other stakeholders With virtual teams With process owners Innovative Drive the strategy for the service based on Understanding the technology landscape Proactively seek better solutions Feedback from users Open Promote the service offerings Communicate at all levels, i.e. from strategy to operations Reporting service level achievements Sara / Peter Chapter Name © Third Sky, Inc. 2013 – Service Owner Session Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

Introductions Name What Service(s) do you own? Introductions Chapter Name ITIL® Service Strategy Course Introductions Name What Service(s) do you own? Reg Introductions © Third Sky, Inc. 2013 – Service Owner Session Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

Consistent Practice with ServiceNow We’ve made GREAT progress with Snow Thank you! Next: Focus on consistent and best practices http://huit.harvard.edu/incident-management-best-practices Managers and teams can help by: Reviewing their group’s tickets and reports Communicating feedback to Queue Managers Sending opportunities for improvement to ITSM for After Action Reviews Courtney

Service Owners and Service Delivery Managers Chapter Name ITIL® Service Strategy Course Service Owners and Service Delivery Managers Service Owner Aligned with the top-level in the Services tree Focuses on Service Strategy, Design and Continual Improvement, i.e. big picture Accountable for coordination across the second-level Services in the Service tree Service Delivery Manager Aligned with the second-level in the Services tree Focuses on Service Transition, Operations and Continual Improvement, e.g. detailed oriented Responsible for the delivery of the Service defined at the second-level Reg onwards BSO vs SDMs © Third Sky, Inc. 2013 – Service Owner Session Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

Relationship between Roles Service Owner Level of Focus Service Delivery Manager Strategy Design Transition Operations BSO vs SDMs © Third Sky, Inc. 2013 – Service Owner Session

Service Owners for all types of Service Chapter Name ITIL® Service Strategy Course Service Owners for all types of Service User Email Business services Service Owners Service Delivery Managers Technical Services Server Hosting Not just Business Services! Storage Service Owners Service Owners Service Delivery Managers Service Delivery Managers Chapter Name © Third Sky, Inc. 2013 – Service Owner Session Third Sky, Inc. – All Rights Reserved SS - Ver.-4.0

Service Owner Responsibility Service Delivery Manager Responsibility Exercise Describe the nature of the responsibility for each role. Activity Service Owner Responsibility Service Delivery Manager Responsibility Establishing service level targets Accountable Consulted Approver in Change Process Responsible Looking for trends and patterns in Incident Management Responsible/Accountable Communication to customers during a Major Incident Informed Service Roadmaps Satisfying user requirements BSO vs SDMs © Third Sky, Inc. 2013 – Service Owner Session

Service Artifacts Strategic Tactical Operational IT Leadership Service Handbook Tactical Service Definition Service Catalog Service Owners Service Delivery Managers User Trouble-shooting Guides Run Book SOPs Operational Help Center Reps Sys Admins Engineers

KPIs vs Metrics Metrics KPIs Service metrics Process metrics Technology metrics KPIs Most important metrics for measuring outcomes Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Service Handbook Quickly communicates key aspects of the service Who are the customers and stakeholders? Who is the service team? Key performance indicators Ben Gaucherin is sponsoring KPI effort Review template and provide feedback Service Handbook © Third Sky, Inc. 2013 – Service Owner Session

Homework Complete Service Handbook by April 30, 2014 Next meeting: late May / early June. Service Handbook © Third Sky, Inc. 2013 – Service Owner Session

Appendix Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

RACI Matrix Example (Generic Infrastructure) Service Owner ITSM ICAPS Windows Unix DBA Network Storage Operations Strategic direction A C Change Mangement R Incident mgmt Major Incident Problem mgmt Strategic Communication R/C MI communications Chg M communications R = responsible – doers / execution A = accountable – only one person can be accountable C = consulted – two-way communication I = informed – one-way communication Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Parking Lot Item When will we create Service Handbooks for the sub-service level. Chapter Name © Third Sky, Inc. 2013 – Service Owner Session