2015 it summit itsm presentation
TRANSCRIPT
HUIT’s Approach to Service Management:
ITIL Processes to Service Taxonomy
Peter BasketteManaging Director, Support Services
Maria CurcioDirector of ITSM, Support Services
June 2015 Please do not distribute without permission of the authors.
Why ITIL or IT Service Management (ITSM)?
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Benefits include:
• Better alignment of services with Harvard’s mission
• Improved customer service
• Easier & faster access to IT services
• Shift from a technology to a service-based culture
• Consistent processes
• Common language for team
• Ability to articulate value of IT services
• Proactive management of services and delivery
Request Fulfillment
ITIL Processes
Service Catalog
End UserServices
IT ProviderServices
Incident Mgm
t
Problem M
gmt
Change Mgm
t
Release Mgm
t
Configuration Mgm
t
Service A
Service B
Service C
Users request services
Service TransitionService Operations
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ITIL Processes Across Services
HUIT’s ITSM Maturity: Phased Approach
Jun ‘13Incident
JUN 13 JAN 14 JUN 14 JAN 15 JUN 15 JAN 16 JUN 16
Oct ‘13Change
Dec‘13Release
Jun ‘14Problem
Feb‘15Improve
Major IncidentProcess
Mar’ 15Service
TaxonomyJun ‘15
Metrics + AudienceViews in
Svc Catalog
Potential FY ’16Integrated
Knowledge Base
Potential FY ’16Request Center
Process Foundation Service Maturation User Service Experience
Potential FY ’17Employee
Self-Service
Levels of Process Maturity
5
*Based on ISO 15504
1. PerformedAd hoc and informal
2. Managed Defined, but inconsistent execution
3. EstablishedWell-defined; used consistently across organization
4. PredictableQuantitative management
5. OptimizedProcess innovation and optimization
0. Not Implemented
ITIL ProcessesMaturity Levels
1 2 3 4 5
Incident
Request
Problem
Change
Release
Configuration
Knowledge (new FY16)
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HUIT’s Process Approximate Maturity in Progress
IT Service Management = Organizational Change
7http://www.kotterinternational.com/the-8-step-process-for-leading-change
Org Change
1. Create sense of urgency
2. Build guiding coalition
3. Form strategic vision
4. Enlist volunteer army
Incident Mgmt Process
Lack of shared platform or process
Core team +tool selection teams
Unified systems, processes, & procedures
Service owners,team leads, enthusiasts
IT Service Management = Organizational Change
8http://www.kotterinternational.com/the-8-step-process-for-leading-change
Org Change
5. Enable action by removing barriers
6. Generate short-term wins
7. Sustain acceleration
8. Institute change
Incident Mgmt Process
Training, documentation, quick responses, policy adjustments
Map to project milestones (e.g., onboard new groups)
Monthly releases, additional phases
Link changes to successes supporting mission
Incident Management: Lessons Learned
What went well?
Implemented process successfully (e.g., on-time, on-budget)
Adopted across HUIT, plus partners
Continued interest and expansion
What could have gone better?
X Greater consistency of procedures – ongoing effort
X Major Incident process – improvements underway
Continual process improvement
Enhancements… improve process through monthly updates to ServiceNow
Extension to more groups
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HUIT’s ITSM Maturity: Phased Approach
Jun ‘13Incident
JUN 13 JAN 14 JUN 14 JAN 15 JUN 15 JAN 16 JUN 16
Oct ‘13Change
Dec‘13Release
Jun ‘14Problem
Feb‘15Improve
Major IncidentProcess
Mar’ 15Service
TaxonomyJun ‘15
Metrics + AudienceViews in
Svc Catalog
Potential FY ’16Integrated
Knowledge Base
Potential FY ’16Request Center
Process Foundation Service Maturation User Service Experience
Potential FY ’17Employee
Self-Service
Service Taxonomy: Structure and Ownership
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OfferingInstances of service Gmail, Office 365
ServiceIT Service Email
CategorySuperset of services
End User Computing
Why is the Service Taxonomy Important?
Some benefits include:
• Help promote a culture that is service-minded and user-focused
• Establish expectations with ourselves and with our users
• Clarify roles and responsibilities – for owners and supporting staff
• Provides organizing principle and structure for service management activities going forward
• Identify and address service and support gaps
• Provide a cleaner, more coherent structure for related undertakings (e.g. Cloud/DevOps)
• Clarify user audiences and communications tools
• Allow us to be increasingly proactive
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Consolidation of Services and Offerings
• Applied a principle of ‘less is more’
• Other considerations included:
– How many offerings
– How do services and offerings compare to other services areas
– How many tickets have we had against current services
– Do the service areas, services, and offerings look and feel ‘right’
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Services Offerings
Previous 36 389
Current 34 191
Service Taxonomy: Lessons Learned
What went well?
Generated a clear(er) and coherent service structure
Obtained buy-in from all service owners within HUIT
Identified areas with unclear ownership
What could have gone better?
X Resolving areas with unclear ownership
X Finding time… these efforts do take time
Continual improvement
Enhancements… monthly service owner workshops
Refining Major Incident process
Leveraging taxonomy in service catalog
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Quality of Service Metrics: Good Day/Bad Day
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Establish simple, roll-up metrics designed to answer one question: Are we having a Good Day?
Proposed Metric
Major Incidents(Yes/No)
Mean Time To Resolve
Reopen Count
Customer Satisfaction Survey
Measures
Availability of Service
Speed of Response
Quality of Response
Overall Value
2011 HUIT Website and Service Catalog
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Service Catalog
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Resources for
Services
HUIT’s ITSM Maturity: Phased Approach
Jun ‘13Incident
JUN 13 JAN 14 JUN 14 JAN 15 JUN 15 JAN 16 JUN 16
Oct ‘13Change
Dec‘13Release
Jun ‘14Problem
Feb‘15Improve
Major IncidentProcess
Mar’ 15Service
TaxonomyJun ‘15
Metrics + AudienceViews in
Svc Catalog
Potential FY ’16Integrated
Knowledge Base
Potential FY ’16Request Center
Process Foundation Service Maturation User Service Experience
Potential FY ’17Employee
Self-Service
Self-Service Portal Concept
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