1. Common Help Desk Deep Dive Tom Bourgeois / Laurel Wadlund
Campus IT Services

2. Overview Primary Project Goal Project Parts
The goal is to unify IT support across campus and develop one institutional “Help Desk” for all users.
Project Parts
A Help Desk Tool (a software package or SAAS/PAAS solution; TBD)
Services to configure within a tool,
Such that a consumer of the service can
Easily find the service
Understand what the service entails and how it will be delivered (form realistic expectations)
Request the service
Receive the most efficient service delivery possible
Such that a service provider can
Understand what the consumer is asking for
Route / Assign the service task to the most qualified / most available service delivery resource
Provide the service
Understand the effort related to providing the service

3. Overview Federated Services - Key Concepts
IT Organizations that ‘want to participate’ may Opt-In as a Service Provider
Common Help Desk Tool
Central IT Services
Campus IT Services
Federated Services
The Tool Intelligently Routes a work request to a Service Provider
Who is Qualified to provide the service and Who is Currently Available

4. What is Happening? Help Desk Tool
Interviews – Target Completion
End of March, 2015
Help Desk Tool
Campus Stories are being collected via Interviews ~20% collected
Interviews taking about 1.5 hours each.
Those ‘in progress’ need continuation sessions.
Collected stories need cleanup and vetting.
Stories will identify and validate the need for
a tool, and the desired features.
Failure is not an option.
This is the ‘third’ go around.
The community wants to see material results.

5. What is Happening? Services
Goal – At least 2 services available to include in the RFP process.
One service – configured by the Vendor during Proposal
One service – configured by the Vendor during Presentations
Both services need to be demonstrable during Vendor Presentations
Service Definition Framework – proof of concept
Service Catalog Workshop
October 2013 – One day workshop
Why proof of concept?
Quickly arrive at a common definition of ‘a service’
Quickly arrive at an overall understanding of services to be included in the tool
Quickly arrive at a repeatable pattern groups can follow to define their services

6. Proof of Concept Based on ITIL
Service Identification
Service Definition
Service Design
Whoa Cowboy… what does ITIL include for Services?
Service Strategy
Service Transition
Service Operation
Continual Service Improvement

7. Proof of Concept – What ITIL Says
Service Strategy
Goal – Provide high level guidance for the implementation and ongoing performance of service, IT strategy and service management. Service Strategy looks to develop and implement service management as a capability and a strategic asset.
Value –
IT Resources and Capabilities are turned into Goods and Services to meet Customer needs
IT Investments make sense for the organization
The business receives the result of Wise Strategic decisions based upon Data, Information and Knowledge
Includes –
Business Cases with ROI
Business Relationship Management Goals / Purpose / Scope
Financial Management

8. Proof of Concept – What ITIL Says
Service Design
Goal – Design services and anything else required to ensure that those services provide value to the customer.
Value –
Cost Effective, high quality services
Utility and Warranty needs met
Lowered total cost of ownership
Management of services built-in
Includes –
Sourcing Options – insourcing, outsourcing, co-sourcing, multi-sourcing, etc.
Consideration of systems, components, processes, people, skills, customers, requirements, capability to deliver and ability to pay.
4 P’s – People, Process, Products (service tech tools), Partners (suppliers, vendors, etc.)
5 Aspects – Solution, Tools, Architecture, Process, Metrics & Measurements

9. Proof of Concept – What ITIL Says
Service Transition
Goal – Transition services from development into the live environment in a safe manner, including testing to optimize risk, and to provide early life support.
Value – Allows the business to respond to business opportunities without worrying whether IT can absorb the volume of changes that would come with them taking advantage of the opportunities.
Includes –
Transition planning,
Asset Management and Configuration Management (for components of the service)
Change management
Remediation Planning
Release and Deployment

10. Proof of Concept – What ITIL Says
Service Operation
Goal –
To deliver and manage stability within the IT environment and all service Delivery.
To be responsive whenever we fail to deliver stability
Value – Customer experiences ‘value’ of the Utility and Warranty delivered by the service they now get to use.
Includes –
IT Services
ITSM Processes
Event and Incident Management, Request Fulfilment, Problem Management, Access Management
Ongoing improvement within all operational activities
Tuning, Workload balancing, Personnel re-deployment, Training
Effective Communications

11. Proof of Concept – What ITIL Says
Continual Service Improvement
Goal – To continuously align and realign IT services and deliverables to business needs and requirements.
Value – Cost savings, efficiency gains, reduced errors, customer loyalty, increased profitability.
Includes –
KPIs – Service, Technology, Process
Scorecard – Finance, Client, Processes, People
CSI Defined Approach
Deming Cycle – Plan, Do, Check, Act
Seven Step Improvement Process –
Identify the strategy for improvement
Define what to measure
Gather data
Process data
Analyze the information and data
Present and use the information
Implement Improvement

12. Proof of Concept ITIL Revisited – What we need right now…
Service Strategy
Service Design
Service Identification
Service Definition
Service Transition
Service Operation
Continual Service Improvement

13. Proof of Concept – What we need right now…
Service Identification
What are the services we currently provide – at a high level
Identify the most frequently used 2, 3, or 5 services
Service Definition
General characteristics of the service
Critical Success Factors
Barriers to Success and Resolutions to those Barriers
KPIs and their data sources
Service Design
Identify / Define / Document the Service Details
Workflow / Delivery Step Modeling including Business Rules
Design of integrations / system touch points, as applicable
Organizational Readiness
Service / Production Go-Live Gate

14. Proof of Concept – What is happening…
Two POC Services?
Account Lockout
Firewall Changes
~5 Meetings since mid December
At the point of identifying Resolutions to Barriers
Beginning to collaborate with Central IT – PSSO
Timing is an issue - RFP target
Want to remain directionally aligned

15. Target Timeline
Interviews Completed - End of March, 2015 Requirements Outlined - 2nd week of April RFP developed and published - End of April, 2015 ** Vendor Response Window - End of May, 2015 Vendor Selection - End of June, 2015 Proof of Concept – 2 Services End of April, 2015 **

16. Questions & Answers