1. ITIL in Higher Education Constituent Group Rita Barrantes, UH Assoc. to CIO & Mgr. IT Svcs David McGuire, UNM Assoc Dir. IT Proj & Svc Mgt

2. AGENDA  2013 CG Activities  Quick Share 1: Service Catalog  Quick Share 2: Change Management  Quick Share 3: Getting Started with ITIL

3. 2013 CG Activities  ITIL bi-monthly webinars “First Wednesday” series  Topics such as:  Integrating Service Management & Project Management  Creating a Service Handbook  ITSM in the Future  Defining and Handling Major and Critical Incidents Average attendance: 80-90 people (live or recording) Coming Next:  November 6: How To Do An ITSM Process Maturity Assessment  January 8: ITIL Beyond Central IT  Partnership with itSMF Higher Ed - http://www.itsmfusa.org/http://www.itsmfusa.org/  Over 500 members

4. Quick Share 1: Service Catalog  Service Catalog at UH: Beyond Central IT  Attendee Quick Share (2 minutes each):  How did you approach building your Service Catalog?  Have you made it actionable? Tell us how

5. ITIL Beyond Central IT Service Level Agreements Information Security IT Service Continuity Risk Management Service Catalog

6. IT SERVICE SERVICE PROVIDER (UIT, Local IT, External) AUDIENCE (Faculty/Staff/ Student/Other) CRITICAL? (Yes/No) NOTES Network ServicesUIT Faculty, Staff, Students, Guests Yes Data ports, switches, routers, wireless access points, DNS servers maintained by UIT TelephonyUITFaculty, StaffYesSR2 and TMC – Rolm PBX Email ServicesUIT, RxIT Faculty, Staff, Students Yes Servers maintained by UIT (Exchange and Mail.uh.edu). User account and client support provide by RxIT staff. Mass Email Communications UIT, RxIT Faculty, Staff, Students Yes Primary broadcast communication tool (ListServ) between faculty, staff, and students Desktop & Printer Support RxITFaculty, StaffYesSupport for faculty/staff computers

7. 1.Service Name: [] Description of the service: [] Minimum Service Level (uptime, downtime): [] Maintenance Windows: [] Charges (if applicable): [] Service Support (Tier 1, 2 and 3): Tier 1: [who provides level 1 support] Tier 2: [who provides level 2 support] Tier 3: [who provides level 3 support]

8. Quick Share 1: Service Catalog  Service Catalog at UH: Beyond Central IT  Attendee Quick Share (2 minutes each):  How did you approach building your Service Catalog?  Have you made it actionable? Tell us how

9. Quick Share 2: Change Management  Starting Change Management at UNM  Attendee Quick Share (2 minutes each):  Where did you start with Change Management?  How do you decide what’s a change vs. daily operations?

10. Starting Change Management at UNM  Our first goal: Get routine changes defined and under control, then tackle the big ones.  We talked with team managers and put together a chart like this:

11. Change Inventory

12. We Interrupt This Program…  New CIO burned by IT audit findings at Board of Regents meeting.  New Goal: Manage all changes in a week!  Got agreement: All Major changes very quickly!

13. Change Now: Norming, Performing  Culture shift: Managers began to make non- compliance a disciplinary issue  Now: We’ve made the process ordinary.  Next: Make it easier. Cover more changes

14. Quick Share 2: Change Management  Starting Change Management at UNM  Attendee Quick Share (2 minutes each):  Where did you start with Change Management?  How do you decide what’s a change vs. daily operations?

15. Quick Share 3: Getting Started with ITIL  2012 Survey results: How other schools started  Attendee Quick Share (2 minutes each):  What were the most important actions you took to get your ITIL program started?  Which processes did you start with?

16. How Did You Start? 2012 Survey  Thanks to Pankaj Sharma, NMSU, for sharing results  Talked to 5 schools in various stages of ITIL initiatives How They Started: 1.Train managers, senior staff 2.Implement Service Desk to receive all requests, resolve most at first level 3.Select typical early processes: Incident, Change, Problem, Service Asset and Config

17. Benefits? 2012 Survey 1.Common language improved collaboration 2.Improved service availability 3.Better outage information 4.Better defined responsibilities during changes 5.Improved incident response 6.Better coordinated changes 7.Reduced cost due to stable environment

18. Challenges? 2012 Survey 1.Resistance to culture change  Teams working directly with customers most welcoming 2.Metrics and KPIs viewed with suspicion 3.Customer buy-in hard to achieve

19. 2013 Update: What NMSU Did  Started with Service Asset & Configuration Mgmt (SACM)  Enterprise Apps and dependencies  Kept current via Release Mgmt process

20. Quick Share 3: Getting Started with ITIL  2012 Survey results: How other schools started  Attendee Quick Share (2 minutes each):  What were the most important actions you took to get your ITIL program started?

21. Questions? Next ITIL Webinar, Wed. Nov 6:  How To Do An ITSM Maturity Assessment ITIL CG wiki: http://www.educause.edu/wiki/itil Contact Information:  Rita Barrantes rbarrantes@uh.edurbarrantes@uh.edu  David McGuire dmcguire@unm.edudmcguire@unm.edu