1. IT Best Practices (ITBP) Project Lisa Tomalty, ltomalty@uwaterloo.caltomalty@uwaterloo.ca Information Systems and Technology

2. Agenda Project Introduction Project Scope IT service operations What is ITIL? Benefits ITBP Team members Proposed Approach/Timeline More Information

3. Processes…. IT Crowd…… the importance of talking about processesIT Crowd

4. Project Introduction Review and make recommendations related to IT service processes and procedures Review what is working well and what needs improvement Investigate ITIL concepts, processes and suggestions Apply ITIL and possibly other methodologies as appropriate Opportunity to do things better

5. Project Scope First Phase –Service operations processes –Change management –Knowledge management (initially focusing on knowledge base) Second Phase –Continual Service Improvement processes –Service catalogue –Advise on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

6. IT Service Operations Service Desk (Help desk) processes (currently all done in RT) –Incident Management –Problem Management –Request Fulfillment –Access Management –Event Management

7. What is ITIL?-1 ITIL can be thought of as an ‘instruction manual’ for effective IT Service –Information Technology Infrastructure Library –You can take the parts of it that you need Framework of “suggestions” and suggested processes for managing IT services Customer focused –Focus on providing the value to customers

8. What is ITIL?-2 Provides approaches/models/etc. –E.g. Continual Service Improvement (CSI) Validated across many other organizations Non-prescriptive (can use parts)–”ITIL-lite”

9. Gartner snippet… ITIL –A collection of books, abstract high-level descriptive guidance People do not “do” ITIL –They should do their processes in support of the business #watitis2013

10. Benefits Improved client satisfaction through a more professional approach to service delivery* Improved IT services through the knowledge of proven best practice processes and common terminology Increased competence, capability and productivity of IT staff* Improved systems/ applications availability* Greater visibility of IT assets* Improved collaboration/communication between IT groups *Reference

11. ITBP Team members Lead: Lisa Tomalty (IST) AHS: Terry Stewart Arts: Keith McGowan CECA: Celeste Horne CEL: Dave Bean CSCF: TBA Eng: Steph Sempson ENV: Mary Burden Housing/IST: Cheryl Skingley IST- Manager Policies/Standards: Shawn Winnington-Ball ENG-Mech Eng: Mike Willson IST-CS: Peggy Day IST-Enterprise Systems: Bill Baer IST-IS: Dave Kibble IST-ITMS: Daspina Fefekos IST-NS: Steve Bourque IST-Security: Jason Testart IST-Security: Mike Paterson IST-TIS: Martin Timmerman IST-TIS: Manfred Grisebach IST-TIS: Jennifer Matheson Library: Andrew McAlorum MFCF: Eric Buller Science: Kate Wood

12. Proposed Approach/Timeline Timeline: October 2013 – August 2014 Approach –Campus wide project –Sub groups to focus on specific processes –Consultations with other Canadian universities –Connection to RT4 Implementation Project –Communication and training will be key

13. Please contact Lisa Tomalty, ltomalty@uwaterloo.ca, x35873 for more information or to discuss this project. ltomalty@uwaterloo.ca IT Best Practices project Thank you!! More Information