1. ---- Presentations ---- Process Trend line metrics ITSM Tool Selection and Migration Project - Nov 15 th 2013

2.  Incident –  Request –  Change –  What these are and how they are used

4. Drillable by ◦ Section ◦ State ◦ Priority ITSM Team  Monthly  Trends  Anomalies  Stale open

6. Watched Trends Successful Changes

7. Aka ‘KBOX Replacement’ Project 29391 TEAM:  Andy Jackson, bill Conant, Carmela Ho, Sharon Okada, Thatcher Deane PM:  Thatcher & Sharon

9.  Background – Thatcher  Goals – Sharon  Selection – Thatcher  Migration – Bill  How will the new tool be different – Carmela  Related efforts and Projects – Thatcher  What you can do to help – Thatcher & Team

10. HelpDesk  IT Service Support Management Tool – In the beginning -- nothing, at least not anything Jacob remembers – 1997?- Apr 2008 HEAT  v8.4 – Apr 2008 – Feb 2012 KBOX (OOTB) v4.x  v5.1 – Feb 2012 – May 2014 KBOX (ITSM processes) v5.2 – MPD 2002? – Aug 2012 Track-It – May 2014 – Dec 7, 2019 HEAT Cloud 2013

11. You Know it is time to upgrade your ticket system when: – Everyone hates the current tool – A Gartner Assessment says you need to do it to mature your Service Management – You’d done all you can to cockroach/MacGyver ITSM support out of your current tool – You want to do a better job – You want better help to do your job – Its time to have a new tool to hate

12.  Easier than KBOX ◦ Finding stuff ◦ Doing routine tasks  Better current ITSM process support ◦ Integrated (this was part of the problem with the Problem process) ◦ Actionable Service Management Reports and Metrics  Supports next ITSM steps ◦ (Better) Service Catalog and Portfolio Management ◦ Modeled (template) Requests ◦ Configuration Management ◦ Knowledge Management ◦ Customer Portal ◦ Event Management

13.  New Tool will not replace KBOX for these services: ◦ Windows desktop Patching ◦ Scripting for PC pushes and tweeks ◦ PC auto-discovery  to be linked to new tool ◦ PC software metering ◦ Any deployment support from the K2000

14. High level Criteria – Better than KBOX – ITSM Process support – Appropriate to us – Has both cloud and on premise installs and ability to switch To speed acquisition (subscription) Future in-house option – Lookup into old KBOX tickets – Link to KBOX PC autodiscovery information – Support Configuration Management process – Support Customer Portal / Self Service Candidates – Cherwell Service Manager – Easy Vista – HEAT Cloud 2013

15. Selection Process – Product demos – Trial environments – Study & testing – Product Comparison – Team vote The winner: Heat Cloud 2013 – Besides meeting the requirements … – Ease of first use, navigation – Less transition effort for IT Staff users – Best support for multiple ITSM Roles

16.  Implementation assistance from the vendor  Do not adjust or rework existing processes  Keep as simple and open as possible  Position for later enhancements  Consolidate tool admin and ITSM process development  Link, do not migrate, closed tickets

17. Project Wiki in the DMZ for vendor access All remote vendor engagement Obtain staff input via Project Team Staff training Open ticket migration TBD …. to be developed by the project team

18. Remaining the same: – Process flows and descriptions for Incident, Request, Change, and Problem – No process redesigns at this time – List views of tickets – Web based – ITIL terms and concept – Keep current ticket status values (as much as possible) – Can open multiple tickets in one screen

19. Different from KBOX: – Only as required to get the features we need – More useful information on the screens – Views and permissions based on Roles – ‘Service Request’ instead of just ‘Request’ – Ticket numbers are not unique across Incident, Service Request, Change etc. – Ticket templates Some screen shots

23. Interim Configuration Management Project (Mary W. and Thatcher D.) Organization – Location – Employee information linkage County Wide VoIP Project (Bill Conant & Annie J.) Source for best location and phone information HIJIS Federated Identity Management (Jacob V & state resources) SAMLv2 Protocol for invisible/seamless login to HEAT Cloud Business Continuity Planning (Mary W.) Major customer of many of the same data as HEAT Cloud MPD CAD Upgrade Project (Susan U and a cast of thousands) Resource and scheduling impact

24. Support your representative on the team – When you have questions about this project – When they need your input Close open stale tickets Review the wiki Be patient Be available for training Add more days to the calendar

25.  HEAT Cloud 2013 online help (also a useful introduction to the tool). ◦ http://support.frontrange.com/common/files/support/he at_cloud/user/index.html http://support.frontrange.com/common/files/support/he at_cloud/user/index.html  HEAT Cloud 2013 webinar demos: ◦ Highlevel/glitzy http://support.frontrange.com/common/Files/Downloads/ProductDemos/SaaS/SaaSDe mo/SaaSDemo.html http://support.frontrange.com/common/Files/Downloads/ProductDemos/SaaS/SaaSDe mo/SaaSDemo.html ◦ CoM demo with focus on core features and use https://frontrange.webex.com/frontrange/ldr.php?AT=pb&SP=MC&rID= 21102762&rKey=3ed3ef6caf39d4e2 https://frontrange.webex.com/frontrange/ldr.php?AT=pb&SP=MC&rID= 21102762&rKey=3ed3ef6caf39d4e2 ◦ CoM demo with focus on configuration https://frontrange.webex.com/frontrange/ldr.php?AT=pb&SP=MC&rID= 21577437&rKey=b0571ee9053d8cc2 https://frontrange.webex.com/frontrange/ldr.php?AT=pb&SP=MC&rID= 21577437&rKey=b0571ee9053d8cc2  ITSM Program (Matrix) Page ◦ http://intranet.co.maui.hi.us/index.aspx?nid=737 http://intranet.co.maui.hi.us/index.aspx?nid=737

26.  Project Wiki - http://172.22.30.220/wikiitsm

27.  As many as we can fit, but not all will.  So … See your Section Rep on the Project Team or the PMs for more.

28. 01 – Initial Draft Prepared for 11/1 team meeting 02 – Revisions based on idea of team presenting portions of presentation and my usual detail adding 03 – Carmela detailed input, more graphics etc.  To High Level Criteria added “Support Configuration Management process”  Revised background slide by Date  Added some Notes text for various slides. Not so much for the presenters, as for those who cannot be at the presentation or want to revisit later (including the Team!)  Added Service Catalog and Portfolio Management to ‘next steps

29. 03 (continued) – Added usual animation for pacing 04 Before and during 11/8 Team review: – Added July 16 th demo for Sharon to References 05 After 11/8 Team meeting: – Added KOBX HEAT screen prints – To Selection added: Appropriate to our size and organizational maturity 06 To adjust for printed vs displayed – Tacked on Metrics graphs in front – Also an opening slide. – Switched to blank design to save printer toner.

30. – 07 Reversed the BW to color – Removed specificity about migration method. – 08 - 09 Minor Post Printing and Presentation changes mostly for clarity.