1. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 1 IT Service Management Maturity Assessment Results University of Alaska Office of Information Technology July 27, 2012 Kristin Colburn Management Consultant

2. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Provide an overview and summary of the process and cultural survey results Highlight observations and recommendations for improvement Some of the results may come across as ‘negative’ – focus is on highlighting improvement areas This is not a ‘Service Improvement Program’ Recommendations need to be prioritized However – guidance on dependencies across improvement activities is stated 2 PinkSCAN Results Presentation Objectives

3. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 3 Agenda Executive Summary – Background & Context – Process Maturity Results – Overall Conclusions & Recommendations – Cultural Survey Results & Recommendations – Next Steps

4. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 4 Agenda Executive Summary – Background & Context – Process Maturity Results – Overall Conclusions & Recommendations – Cultural Survey Results & Recommendations – Next Steps

5. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 5 Continual Service Improvement Model What is the Vision? Service & Process Improvement Projects Roadmap Baseline Assessments Baseline Assessments Where do we want to be? How do we get there? Did we get there? Baseline Assessments Baseline Assessments Program Strategy Where are we now? How do we keep the momentum going?

6. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6 UAF Assessment Milestones  Opportunity Definition  Scope Definition  Organizational Context  Selection of Assessment Team, stakeholders and participants  Assessment scheduling  Online Tool Administration Assessment Awareness and Kick-Off Online Culture Survey Online Process Surveys Data Analysis and Report Generation Communication Of Assessment Results  Scope  Reason  Explanation  Context  ITIL Refresh Data Gathering and Validation  Opportunity Definition  Answer Formulation  Findings  Scores  Quick Wins  Road map JUN 22JUN 25: Survey Begins JUL 12: Survey Ends JUL 16-17JUL 27 Facilitated Workshops JUL 18-26JUN 8 Survey Data Analysis JUL 13 Assessment Planning and Preparation Assessment Planning and Awareness

7. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 7 Assessment Framework Process Maturity Levels CMM based Compared to Importance Integration Scores Degree of integration with other processes Culture Survey Organization Culture Perspectives

8. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 8 PinkSCAN Assessment Scope 6 ITIL processes: Change Management Incident Management Knowledge Management Problem Management Service Catalog Management Service Level Management

9. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. PinkSCAN Assessment Scope 87 candidates were selected to complete 401 online process surveys 67 people completed the surveys 7-9 candidates/process were selected to participate in the validation workshops UA IT Departments Represented: OIT Business Office (ITBO) OIT User Services (US) OIT Application Services (AS) OIT Infrastructure Technology Services (ITS) OIT Technology Oversight Services (TOS) 9

10. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 10 PinkSCAN™ Process Maturity Generic Process maturity levels “Levels of organizational development” Maturity LevelDescription 0. Non-Existent A total lack of process activities. 1. Initial Evidence that the enterprise recognizes issues exist that need to be addressed. 2. Repeatable Processes designed so that similar procedures are followed by individuals. There is a high reliance on individual knowledge and skill level. 3. Defined A standardized and documented level of process. Communicated through training. 4. Managed Processes which are good practice and under constant improvement. Automation and tools are beginning to monitor compliance. 5. Optimized Facility of the ITIL process to receive and provide quality data to external management and business processes.

11. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Agenda Executive Summary – Background & Context – Process Maturity Results – Overall Conclusions & Recommendations – Cultural Survey Results & Recommendations – Next Steps Appendix – Conclusions & Recommendations by Process* 11

12. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 12 Process Model © Crown copyright 2007 Reproduced under license from OGC. Figure 3.11 Service Design, page 43 Process Control Process owner Process documentation Process feedback Process objectives Process Enablers Process resources Process capabilities Triggers Process inputs Process outputs Work instructions Procedures Improvements Roles Including process reports & reviews Process policy Activities Metrics CSFs/KPIs

13. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 13 UA OIT PinkSCAN Maturity Results Level 2 - Repeatable Level 3 - Defined Level 4 - Managed Level 5 - Optimized Level 1 - Initial Target Level 0 – Non-existent

14. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 14 Process Maturity Rosette

15. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 15 Process Maturity and Importance Score

16. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 16 Process Benchmark Score

17. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Executive Summary – Background & Context – Process Maturity Results – Overall Conclusions & Recommendations – Cultural Survey Results & Recommendations Appendix – Conclusions & Recommendations by Process 17 Agenda

18. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Establish a formal ITSM program Define and communicate vision and scope Include short-term and long-term goals and objectives Establish process design and implementation teams Define a phased approach Consolidate and leverage existing good practices as a foundation to build more mature, universally accepted processes Develop and implement communication strategy and plan Raise and maintain awareness of vision and scope across the University Include all in-scope processes, key stakeholders, communication methods, content, ongoing review, delivery channel, feedback and rules of engagement 18 Overall Recommendations - Program

19. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Formalize ITSM Steering Team Clearly defined goal/objectives, scope, roles & responsibilities Establish an organizational structure to support the ITSM initiative. Process ownership and coordinator roles should be given the accountability and authority to lead cross-functional teams and develop processes that span the technology organization. Governance structure should include the following activities: Oversight of ITSM process vision and mission Oversight of ITSM process governing principles Oversight of ITSM process governance activities including process compliance Documentation and administration of global ITSM process policies Management and publication of global ITSM Balance Scorecard Management of global ITSM governance communication plan 19 Overall Recommendations - Governance

20. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Support ITSM program with a formal management of change program Strong, single management voice Individual functional/departmental mindset to cross-functional process mindset System/technology orientation to end-to-end service orientation Planned behaviors and end-to-end service-oriented mindset to be promoted Identify cultural risks and barriers for success Identify and communicate measurable “business value” to be achieved from ITSM initiative. For example:  Improvement in quality of services by defining roles and responsibilities based on industry best practice for service management (ITIL)  Improvement in speed of services delivered due to improved knowledge sharing and repeatable, standard processes for managing changes, releases (implementation).  Reduce and/or avoid the impact of planned outages by formalizing change, incident and problem management and defining global procedures, roles, metrics and communication methods 20 Overall Recommendations - Governance

21. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Establish a standard process model The model should used in the design and development of all processes and provide a foundation for consistent, repeatable process design; implementation and improvement practices Develop a shared vocabulary Use ITIL as the foundation Include common terminology and common names for workgroups in each region Document, communicate, train, use Develop standards to cross all process development Develop and communicate a process documentation standard Prepare for process integration by identifying key process touch points (e.g. integrating Incident Management with Change Management to identify change- related incidents, using Incident Management data to trigger Problem analysis, etc) 21 Overall Recommendations - Process

22. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 22 Overall Recommendations - Process Define and govern across the institution University-wide objectives/goals Global Process Owners – clear roles for each process with empowerment Global policies and procedures Central process documentation; central process reporting Compliance activities Continuous process improvement Audit and review activities Execute and manage locally Local roles and responsibilities responsible to global roles Local procedures and work instructions Reporting at each levels of execution

23. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 23 Overall Recommendations - Process Identify resource requirements and which staff will be engaged in process improvement activities Ensure appropriate representation from all key customer-facing workgroups Establish time requirements (achievable milestones) Clearly define roles, responsibilities and expectations both for the program, project and on-going Ensure management at all levels support staff in the ITSM improvement program Establish global process ownership Identify, assign, enable and empower process owners Ensure appropriate functional/regional representation for process development and operational management

24. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 24 Overall Recommendations – Reporting Develop a consistent approach for developing metrics and delivering reports Align metrics with UA OIT strategies and requirements. The metrics methodology should begin with the identification of process specific Critical Success Factors (CSF) supported by Key Performance Indicators (KPI) Establish a reporting schedule that includes the identification of a reporting audience, frequency and format, and begin regular internal reporting as soon as possible to develop a baseline appropriate to each level within the organization – operational, tactical, and strategic. Establish a process that facilitates action based on report results for performance and process improvement

25. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 25 Overall Recommendations – ITSM Tool Make use of the integrated service management toolset The tool should provide overall Service Management functionality across all technology customer-facing groups. Process automation requirements should be identified at least at the procedural level in order to support the day-to-day process activities including workflow, data entry, data quality assurance and reporting Design for integration with other tools (e.g. discovery tools, alerting/monitoring tools, etc).

26. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Establish a formal and realistic (role based) training program ITIL Foundation Training ITIL Intermediate Training Internal process/tool training Review the existing training strategies and plans required to support a longer-term ITSM program A comprehensive training program that is repeatable for all processes Resource allocation to sustain the process training program beyond the initial implementation. The training program should target:  Overall process/tool awareness – intended for process implementation  Role-based process/tool training targeted for implementation – focus on transitioning individuals from the “current state” to the “target state”  Ongoing process/training – awareness programs and training of individuals new to a process role  Coaching and mentoring during and after implementation 26 Overall Recommendations - Training

27. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. High Level Implementation Guidance  Establish a phased approach for implementing the six (at least) in- scope processes  Implementation should demonstrate early “wins” to support and encourage acceptance of changes associated with any new or improved ITSM processes Phase One:  Ensure that Incident Management is adopted and adapted across OIT  Improve data quality within Incident Management so Problem Management can be effective  Continue development of the Service Catalog while developing the process for its maintenance and upkeep  Begin identifying service requests for the Service Catalog 27 Overall Roadmap Recommendations

28. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 28 Overall Roadmap Recommendations High-Level Implementation Guidance (cont’d): Phase Two: Develop a global Change Management process Ensure the CAB meetings are focused on value-add activities Develop Request Fulfillment process Begin to measure existing service level achievements Phase Three: Establish a formal Problem Management process Begin to strategize and plan the approach for capturing and leveraging service asset information and the design of the CMDB

29. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 29 Agenda Executive Summary – Background & Context – Process Maturity Results – Overall Conclusions & Recommendations – Cultural Survey Results & Recommendations – Next Steps

30. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 30 Overall Cultural Survey Results

31. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 31 Management Cultural Survey Results

32. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 32 Staff Cultural Survey Results

33. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 33 Culture Survey Observations (1 of 4) Supportive, team-based environment This axis focuses on attributes and values such as fairness, teamwork, cooperation, and tolerance. It values employee nurturing and well-being. This axis represents a “do what it takes at all costs” mentality. The overall results are below the benchmark indicating a risk to the process initiative. This indicates that management may be facing leadership challenges and other organizational constraints. A supportive culture is an enabler to process change. It is recommended that the overall perspective be explored further to ascertain the origins of this view. Promote a supportive culture as a critical success factor for the initiative to ensure a collaborative culture is maintained

34. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 34 Culture Survey Observations (2 of 4) Information Flow The survey questions for this quadrant focus on information flow activities such as planning, clear communication of policy and information sharing between group members The UA OIT results are below the frame of reference, which is in line with the findings documented within this report There is a lack of shared policies and procedures as well as lack of shared management reporting across the groups Risks associated with a score below the frame of reference in this area focus on the extended amount of time it will take for the current culture to adopt a more formal way of working To mitigate these risks it is critical that OIT develop internal awareness and communication campaigns that promote the process initiatives and define information requirements and flows through processes

35. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 35 Culture Survey Observations (3 of 4) Innovative culture This quadrant focuses on attributes such as ability to change and adapt Attributes include individual initiative, respect for diversity and healthy competition The score indicates an innovative culture where staff works to find new and better ways of dealing with events on a daily basis There is a potential risk that many will see the imposition of rules and policies as stifling individual creativity and/or the ability to serve the UA users as expected The challenge for implementing process improvement initiatives will be to channel the creativity of staff into formalized and repeatable processes

36. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 36 Culture Survey Observations (4 of 4) Respect for Rules This axis focuses on attributes such as the existence of structure, process formalization, centralization of control and the development of standards The results for OIT are significantly below the reference point A score below the reference point is not an unusual result since organizations that are more focused on Innovation often have few formal documented policies or procedures The conclusion is that both management and staff will have some difficulty accepting formal policies and procedures and may well view them as excessively bureaucratic and inhibiting their efforts to provide customer service at levels expected of them A significant cultural shift will be necessary; a shared organizational perception that there is inherent value in developing and following defined processes must be fostered and supported by strong leadership of any improvement program that is initiated

37. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 37 Cultural Climate & ITIL Potential sources of cultural resistance to ITIL The perception of staff is that there is generally a supportive and innovative environment but lack of information flow and definitely a lack of respect for rules However, the tendency to not adhere to rules, is an indication that there may be a spirit of embracing standards and processes but a challenge in maintaining them Processes will be ‘by-passed’ if employees do not buy-in to them Cultural survey is not a stand-alone indicator of overall organizational health but in this context, are factors for consideration as UA OIT undertakes process improvement initiatives

38. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 38 Cultural Climate & ITIL Culture Climate – Recommendations Senior IT leadership must be seen as vocal advocates of ITIL/ITSM program Foster an IT organizational change culture that will support and enable the introduction and governance of a proactive, service-focused organization Consider adopting an organizational change framework to provide guidance and leadership Along with an organizational change framework it will be crucial to communicate the strategy and vision to ensure understanding and support of the initiative of both staff and managers Process governance and measurable compliance will be key to sustaining ITIL processes Ensure that your ITIL program includes a strong awareness campaign and brand image reflecting what this program represents at UA combined with a phased program / project plan that is communicated to all stakeholders.

39. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 39 Agenda Executive Summary – Background & Context – Process Maturity Results – Overall Conclusions & Recommendations – Cultural Survey Results & Recommendations – Next Steps

40. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 40 Process Implementation / Improvement Cycle What is the Vision? Service & Process Improvement Measurable Targets Baseline Assessments Where do we want to be? How do we get there? Did we get there? Measurements & Metrics Business Vision, mission, goals and objectives Where are we now? How do we keep the momentum going? © Crown copyright 2007. Reproduced under license from OGC Figure 2.3 Continual Service Improvement, Page 15

41. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 41 Value Of IT Processes to the Business Model Maturity of IT Processes High Low Risk!! “Largely Overdoing It" In Relation To The Low Value Of IT To The Business Area Where The Business Runs High Risks Value Of a Process vs. Maturity of a Process 0 1 2 3 4 5 Additional Considerations Added Business Value Ability to Implement Quick Gains Costs Resources Competing Projects Culture Etc

42. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Adopt which recommendations? Scope Decisions about implementation of ITSM Infrastructure (includes software) Applications Development Enterprise vs. Business unit Approach to implementation Phased Approach - How are phases to be scoped? Big Bang Can organization handle massive change? Do you have the resources to do it all at once? Design/Implementation Strategy Single Process implementation Multiple Process implementation Design for Integration 42 UA OIT Decisions

43. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Determine Program and Project structure Process Scope (for each process) Allocation of resources for the project work Defining a sustainable structure to support Service Management Organizational changes? Functional alignment with service lifecycle? Embedding goals into individual contributors’ annual goals and objectives (changing behavior to change culture) 43 UA OIT Decisions

44. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 44 Process Implementation Roadmap Assessment Project Plans Tools Governance Detailed Procedures & Work Instructions RACI - assign roles and responsibilities Process Implementation/ Coaching Deploy and Scale Process Workshops Sign-Off Where are we now? Where do we want to be? How do we get there? Are we there yet? Review Sign Off High-Level Process Model & Global Policies Gather Process Automation Requirements Project Teams - Identify resources, assign roles and responsibilities Awareness Campaign, ITIL Training, Organizational and Behavioral Change People Sign-Off Review Name & Establish Service & Process Owners Develop Controls & Improvement Processes Solidify Production Processes Buy, Choose, Install, Configure & Test Tools Process

45. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 45 Example - ITSM Governance Structure

46. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 46 Sample Implementation Order - 1

47. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Sample Implementation Order - 2 47

48. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 48 Sample Implementation Order - 3

49. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 49 Typical Time Requirements RoleResponsibilitiesTime requirements Steering CommitteeProgram/project Oversight1-2 hours bi-weekly Program/Project Manager:Status, Steering, Scheduling2 days per week Process OwnerStatus, Design meetings< 2 days per week Core Team 3-5 membersProcess design2-3 days per week Documentation SpecialistDocumentation & document management 3-5 days per week depending on # processes Extended Team and Stakeholders Review and feedback2-3 hours per week External Program/Process Advisor(s) Strategic, Program and Process support 4-10 days per month

50. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 50 Typical Core Team Weekly Schedule MondayTuesdayWednesdayThursdayFriday Project Status Mtg. Design Meeting Deliverable Creation Noon Deliverable Creation

51. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 51 Distributed Process Ownership CIO Service Center LAN & Desktop ApplicationsTelecommDBA IncidentReleaseConfigurationProblem Change

52. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Process Path 52 Centralized Process Ownership Process Owners? SLM Manager Change Manager Problem Manager. Service Mgmt. Service Desk 2nd Level 3rd Level Desk Top Sup. IS Support Operators I/O Mgmt. DBAs IS Operations SW Dev Development Engineers IT Planning Infrastructure CIO Process Mgmt. Functional Mgmt.

53. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The following roles are typical of a process based organization, taking into account scale and are in keeping with the development of single point of process accountability 53 Key Process Roles Example Key Roles: ITIL Executive Management Team ITIL Process Governance Process Owner Process Manager Process Coordinator

54. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Steering Committee Oversee transition to production May shift to process governance role The Process Owner Ideally stays on to be process owner in production The Process Design Team SME’s support communication and training efforts in transition Take on production roles such as process manager, coordinator Stakeholders May form Process CAB as part of governance 54 Project Roles into Production

55. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. RACI Model RResponsible Correct execution of process and activities. The person or people responsible for getting the job done AAccountable Ownership of quality, and end result of process. The one person who has the authority for the decision, activity or process results CConsulted Involvement through input of knowledge and information IInformed Receiving information about process execution and quality 55 Mapping The Process To The Organization

56. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 56 5 ITSM Roadmap Tips Establish ITSM as a strategic IT initiative by linking it to the success of major projects and business value. Create process and tool governance structures early. Ensure ITSM projects are integrated and not new silos. (design, communication, automation, deployment) Develop your ITSM Roadmap considering: (rate of change, process dependencies and cultural readiness) Develop an integrated ITSM tool architecture and plan. (process, application, data layers)

57. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Critical Elements: Change Readiness and Culture Strong Project Teams Communication Strategy Training Process Models and Workflows Defined Roles and Responsibilities Policy Documents Management Information Tool Requirements Approvals Continuous Improvement 57 Service Improvement Strategy

58. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Service Improvement Plan Phases Plan Phase Project Charter Sign-off Project Team Set-up Communications Strategy Training Strategy Documentation Strategy Automation Strategy Process Governance Strategy (are we improving)? Process Approvals & Review process. Design Phase Process Design, Integration & Testing Design for Integration Multiple processes Build Phase Automation Requirements, Management Information, Training Packs Implement Phase Coaching, Training Workshops, Phased process roll-out. Review Phase (Handover to ‘Live’ Process Organization) 58 Service Improvement Strategy

59. University of Alaska OIT – PinkSCAN Final Presentation © Pink Elephant, 2012 unless otherwise stated. All Rights Reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 59 k.colburn@pinkelephant.com www.pinkelephant.com