a real world case study: implementing an integrated
TRANSCRIPT
Service Management 2015 AUS TR A L I A #SMConfAU
A Real World Case Study: Implementing an Integrated
Service Management Solution at the Department of Immigration
and Border Protection
Kathy James Paul Morrison
THURSDAY 20 -‐ FRIDAY 21 AUGUST 2015 | SOFITEL WENTWORTH SYDNEY
Service Management 2015 AUS TR A L I A #SMConfAU
Agenda • The Business Of the Department • Why Our Service Management Environment was Broken • Strategic Intent • Business Requirements • What Was Delivered and How • Challenges • Insights and Hindsight • Achievements: Before and AWer
Service Management 2015 AUS TR A L I A #SMConfAU
Integrated Service Management Solution (iSMS) – Our Vision
DIBP’s Service Management environment leads the public sector providing a trusted integrated soluZon which facilitates the stability of business pla[orms, empowers staff and informs business decision making
Service Management 2015 AUS TR A L I A #SMConfAU
A Very Diverse Business
Service Management 2015 AUS TR A L I A #SMConfAU
Pressures on Business Systems
Service Management 2015 AUS TR A L I A #SMConfAU
Setting the Scene – Why our Service Management Environment was Broken
• Couldn’t Answer Simple QuesZons
• Fractured Landscape of Process and Technology
• Home Grown, Customised and Siloed Pla[orms
• Vendor Service Level Agreements Difficult to Verify
• Asset Management Needed Database Skills
• Lots of Manual Processes for Yearly Audits
• MulZple Sources for ReporZng
Service Management 2015 AUS TR A L I A #SMConfAU
Business Requirements
• Consolidate Pla[orms
• Beaer Visibility of Infrastructure and ApplicaZons
• End to End Asset Management lifecycle
• A Single Point of Entry for ICT Requests and Procurement
• Improved ReporZng
• Lower Cost of Ownership
Service Management 2015 AUS TR A L I A #SMConfAU
Strategic Intent of the Programme
Service Management 2015 AUS TR A L I A #SMConfAU
Benefits
• Remove Toolset DuplicaZon
• Reduced Role DuplicaZon
• Improved ReporZng: Single Source of Truth
• Increased Self Service OpZons
• Reduce Costs
• Improved ResoluZon Times
Service Management 2015 AUS TR A L I A #SMConfAU
Setting the Scene – The Service Management Environment
Service Management 2015 AUS TR A L I A #SMConfAU
Programme Delivery
• Business Case
• ExecuZve Support
• Programme Plan
• Programme Structure
Service Management 2015 AUS TR A L I A #SMConfAU
The Solution
• ReceipZng and UpdaZng Assets
• Weekly Server Discovery
• Modelling our ApplicaZons
• A Single Entry Point for ICT Products and Services
• Self Service Incident Management
Service Management 2015 AUS TR A L I A #SMConfAU
The Solution
• Incident & Problem Management
• Change Management
• Knowledge Management
• ReporZng
Service Management 2015 AUS TR A L I A #SMConfAU
Challenges Faced
• Breaking the Mould
• Understanding ExisZng Pla[orms
• Process TransformaZon
• CommunicaZng What Service Management Is
• Mushroomed Level 1 Support Desks
Service Management 2015 AUS TR A L I A #SMConfAU
Challenges Continued
• Resistance to Change
• No CustomisaZon Stance
• Resourcing, Roles and ResponsibiliZes
• IntegraZng Service Providers
Service Management 2015 AUS TR A L I A #SMConfAU
Integrated Solution
Service Management 2015 AUS TR A L I A #SMConfAU
Reporting for Decision Making
Service Management 2015 AUS TR A L I A #SMConfAU
Insights and Hindsight
• Policies and Procedures
• Deploy and Test OOB
• Avoid CustomisaZons
• Definitely Avoid the SDLC
• Fit the Process to the Toolset
• Colocate the Programme Team
Service Management 2015 AUS TR A L I A #SMConfAU
Insights and Hindsight Continued
• Programme and Project Management
• Strong Programme Board
• Clear Scope in Manageable Phases
• Visible ExecuZve Support
• OrganisaZonal Change Effort
Service Management 2015 AUS TR A L I A #SMConfAU
Achievements: Before & After Before A(er
Highly customised siloed soluZons Close to out of box, integrated
Minimal policies, out of date procedures Defined policies and procedures
ICT teams split across mulZple soluZons All ICT teams in one soluZon
A broken support model, mushroomed first level support desks ITIL aligned: Clean Level 1, 2, 3 support model
Several asset management repositories Single asset repository for hardware and soWware
Immature configuraZon management 100% CI registraZon for servers, desktops and soWware
Monthly manual reporZng All inclusive dashboards and self-‐service reporZng
High cost phone and email channels Uptake in self-‐service, low cost web channels
Service Management 2015 AUS TR A L I A #SMConfAU
Questions
Service Management 2015 AUS TR A L I A #SMConfAU
Kathy James Director - ICT Procurement, Asset, Configuration and Software Section ICT Service & Vendor Management | ICT Division Department of Immigration and Border Protection [email protected]
CONTACT DETAILS
Paul Morrison Programme Manager – ICT Integrated Services & Projects ICT Service & Vendor Management | ICT Division Department of Immigration and Border Protection [email protected]