1. Service Owners July 31, 2013 Presented by: Chapter Name
ITIL® Service Strategy Course
July 31, 2013
Service Owners
Presented by:
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2. Agenda
Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions
Agenda
© Third Sky, Inc – Service Owner Session

3. Agenda
Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions
Agenda
© Third Sky, Inc – Service Owner Session

4. Issues facing Major Incidents
Don’t know who to inform about Major Incidents
1. Don’t know who are the customer of the service(s) being impacted
2. Don’t know how the customers want to be contacted
3. Don’t know how frequently to give status updates
4. Don’t know who should be the communicator
No easy solution but let’s start talking about it
Chapter Name
© Third Sky, Inc – Service Owner Session

5. Discussion Question Suggestions
How can we find out who are the customer contacts / service stakeholders prior to a Major Incident occurring?
Survey / interview service owners
In people’s heads
Need to map services to lists
Stakeholders are seasonal and time-of-day (critical times)
Slash / ICAPS
Documented in pockets all over the place (e.g. wikis)
Need a single repository
User profiles: business owner, HUIT service desk, technical/school service desk, service specific communication, end-users
Political / hierarchical / VIP communication
Need customer relationship management system
360O view of customer
Register what services they consume
Customers can register themselves for alerts
What communication channels should we be ready to use?
Mail lists / distribution groups
NOC portal
MailChimp
WebEOC / MessageMe (not very successful)
Voic broadcast
Texts
IM (not a focus)
HUIT websites / system status dashboard
Social Networking, e.g. Facebook, Twitter
Splash pages
Crimson / press releases
How personal does the communication need to be?
Need a run-book for each sub-service
Start with critical services (Eric’s risk management list)
Other issues?
Need CMDB but need to be careful because the information changes

6. What other types of communication are Service Owners accountable for?
Area
Types of Communication
Incident Management
Major Incidents
Others?
Change Management
Jointly agreed upon between Change Management and Service Owner
Each Service Owner is accountable needs to specify who needs to be informed and how to communicate
Close working relationship, i.e. assist with one another with communication
Change Management needs to be document the communication process
Different types of changes might have different mechanisms
When HUIT will use a maintenance windows
Changes that will cause an outage
Changes that will cause a change to the user experience
Solving a problem that was highly visible (tie back to Incident contacts)
Need to be careful of timeframe delay
Chapter Name
© Third Sky, Inc – Service Owner Session

7. Agenda
Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions
Agenda
© Third Sky, Inc – Service Owner Session

8. Standard Changes
What are Standard Changes? Low risk, routine, pre-approved changes
Action Item: define standard changes now so they will be ready in ServiceNow for the October go-live
You can add new standard changes after October go-live but you will need to follow the “Request a Standard Change” process.
Chapter Name
© Third Sky, Inc – Service Owner Session

9. Action Items
Let’s review the Standard Change template. Note: Provide an example in the template. Please your completed templates to By August 31, 2013.
Chapter Name
© Third Sky, Inc – Service Owner Session

10. Homework for Service Owners
Normal - Low Risk Changes
When a change may impact your service, who should approve? (optional)
Assignment Group Manager will also approve.
1-business day to respond. Silence is acceptance.
Normal - Medium Risk Changes
Assignment Group Manager and CAB will also approve.
1-week to respond. Silence is acceptance.
Normal - High Risk Changes
When a change may impact your service, who should approve? (mandatory)
2-weeks to respond. Silence is acceptance.
Chapter Name
© Third Sky, Inc – Service Owner Session

11. Homework
Let’s review the Change Approver template. Please your completed templates to By August 31, 2013.
Chapter Name
© Third Sky, Inc – Service Owner Session

12. Agenda
Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions
Agenda
© Third Sky, Inc – Service Owner Session

13. Incident Management Service Level Targets in ServiceNow
For Incidents
For Requests
Priority
Target Time to Resolve
1 – Major Incident
4 hours
2 – High
1 business days
3 – Moderate
2 business days
4 - Normal
5 business days
Priority
Target Time to Fulfill
1 – Urgent Request
4 hours
2 – High
2 business days
3 – Medium
4 business days
4 - Normal
8 business days
Chapter Name
© Third Sky, Inc – Service Owner Session

14. Discussion Question Comments
Each service owner needs to define their targets
What is the Service Owner’s responsibility regarding SLAs compared to the assignment group manager or queue manager?
What reports do you need to manage SLAs?
Do you want to be notified if a given Incident or Request exceeds its SLA?
Need to be able to schedule work in the future and put the ticket on hold.
Also need to document why it is on hold.
Incidents are used for the wrong reason, e.g. small projects (model as a service requests)
Chapter Name
© Third Sky, Inc – Service Owner Session

15. Agenda
Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions
Agenda
© Third Sky, Inc – Service Owner Session