1. IT Service Management Suite
Michelle Reynolds
November 29, 2016

2. Agenda Introductions Service Description Value Proposition Metrics
Cost
Security
More Information
Q&A

3. Introductions
Service owner: Michelle Reynolds transitioning to Todd Maniscalco
Service manager:
Remedy OnDemand: Benoit McNicoll
Jira: Vicky Mikula
Pinnacle: Vacant
Other service delivery team members :
Greg Christofferson
Commercial Applications team
IT Service Desk
IT Communications & Documentation

4. Service Description Service name: IT Service Mgmt Suite
Products & Vendors:
Remedy OnDemand (BMC)
Jira (Atlassian)
Pinnacle (Calero)
Brief text description:
The IT Service Management Suite is a group of applications that help manage incidents and service levels and help track projects, bugs, tasks, changes, assets, chargebacks, infrastructure, E911 locations, and inventory. The Suite has a variety of built in reporting capabilities with the ability to automate report delivery upon request.
Available to:
Staff, Instructional Professionals, TSPs,
Fee
Remedy OnDemand (IT community) – No
Remedy OnDemand (Non-IT) – Yes
Jira – No
Pinnacle - No
Service tier: One

5. IT Service Mgmt Matrix Remedy Pinnacle Jira Incident Mgmt x
Request Fulfillment
Task Mgmt
Problem Mgmt
Change Mgmt
Service Level Mgmt
E911 Location
Chargeback (Billing)
Infrastructure Mgmt
Bug Tracking
Project Mgmt

6. Value Proposition Remedy Pinnacle Jira
Enterprise system that provides core service management functionality to bring operational activities together.
When modules are adopted, it reduces the number of information systems needed to manage business activities.
Brings together when handling customer issues and requests.
Increases service management capabilities when leveraging relationships from incidents, requests, and assets.
Improves business intelligence of IT operations to help focus on improving performance of service management activities.
Pinnacle
Unified billing system for many centrally provided services.
Jira
Allows team to record and follow the progress of issues based on categorization types of “Bug, “Improvement”, or “New feature”.
Agile Project Management capabilities.

7. Value Proposition – Customer Impact
Remedy
Enterprise system that allows tickets to be transitioned between teams/units for faster resolution.
Reporting at enterprise, college, department and queue levels for pro-active service management capabilities.
Automation capabilities using web services/APIs for service requests
Centrally managed system for units to take advantage of and focus on value add activities for end users
Helps define standardized processes for organizations.
CURLAG meetings – similar to a SIG (Cornell University Remedy Local Admin Group).
Quarterly and Dept/Unit training at no cost which allows unites to expand usage based on understanding additional capabilities of the system. (New user, Intermediate, and Expert/Admin).
Pinnacle
Centralized billing reports provided to IT Service Coordinators and Individuals to enable them to view their respective charges for Central IT services.
Jira
Simple intuitive interface that allows collaboration with team members.
Tailored workflow to match existing processes.

8. Value Proposition – Key benefits
Remedy
Enterprise level functionality for management of incidents, problems, changes, requests, tasks and service levels. Soon to include Asset Mgmt, customer portal and Smart Reporting
Managed/Hosted offering allows us to focus on managing the service and no longer the infrastructure
Portal modules including mobility options
MyIT (customer portal) & SmartIT (back office portal)
Pinnacle
Repository for Voice, Network, Wireless, Digital Signage location and infrastructure information
Jira
Software development focused
Easily manage the issues throughout the entire project lifecycle

9. Metrics FY16 FY 16 Metrics Issues/requests submitted 274,030 14,221
Remedy
Pinnacle
Jira
Issues/requests submitted
274,030
14,221
11,592
Total Users in the system
859 57
2,877
Availability
99.7%
100%

10. Costs Cost to deliver the service: FY 16 Total Cost $754,461
Hardware & Software
$267,222
Labor
$418,651
Staff Support
$34,294
Administrative Overhead
Fee for Service
Unit Cost
% of cost
Remedy
Hybrid
$1.93/issue/yr
70%
Pinnacle No
$14.02/request/yr
26%
Jira
$2.28/issue/yr 4%

11. Remedy OnDemand Rates: Licensing structure
Floating license (1-5 users)
$ per floating license per month - $1,344/year
Fixed license (1 user)
$44.00 per fixed license per month - $528/year
Read Only license
$0.00 per user

12. Remedy OnDemand Users IT @ Cornell Non – IT AA&D AA&P CALS Central IT
CIT/DFA
Cornell College of Business (CBB)
Arts & Sciences
Human Ecology
Lab of Ornithology
Law School
Libraries
Johnson Graduate School of Mgmt (JGSM)
IPP
Research Centers
ILR
Statler IT
SSIT
Vet Med IT
Non – IT
Bursars Office
College of Veterinary Medicine – Clinical Sciences
CU Police Administration
DFA – ID&R, KFS
DFA – Payroll
EH&S (AskEHS)
Financial Aid and Student Employment
Graduate Student Services
HRIS – Workday
University Budget Office
University Registrar

13. Remedy - Ticket Volume by Grouping: FY 2016
Non -IT
CIO Office & CIT
ITSG’s

14. Security What risks does use of the service mitigate?
Information Security
Financial loss
How does the service mitigate risks?
Remedy uses separate companies which provides information security by protecting unit data and keeps issues separated by department (i.e. -HR, Presidents Office, CUPD, etcetera).
Remedy’s asset management module (release Jan 2017) will help mitigate financial loss by tracking devices that do not fall under the capital guidelines ($5,000+).
Jira monitors project health for real time visibility into the status and progress of upcoming releases to better understand financial obligations.
Jira helps keep projects on track by monitoring bugs, improvements and new features and avoid scope creep which can lead to financial ramifications.

15. More Information
Service web page: , currently Jira & Remedy do not have a web presence
Service level expectations:
Service catalog entry:
Service quarterly report: presentations/itcornell-quarterly-metrics/it-service-management

16. Questions?