case study: going from zero to 100 in itsm without a seat belt at michigan state university

World®’16

CaseStudy:GoingFromZeroto100inITSMWithoutaSeatBeltatMichiganStateUniversity

AhmedIssawi - ChiefITSMToolArchitect- MichiganStateUniversity

AMX19S

AGILEMANAGEMENT

2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD

©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.

Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.

ForInformationalPurposesOnlyTermsofthisPresentation


Abstract

InthiscasestudyhearaboutthestrugglesandsuccessesexperiencedatMichiganStateUniversity,goingfromnoITILfoundationtoimplementinganITServiceManagement(ITSM)programbasedonCAServiceManagement.Learnaboutyearsofstartingandstallingduetohavinglittleseniorleadershipsupport,butthengettingamajorboostfromanewITSM-believingCIO.LearnaboutchangingtheculturefromusingpenandpapertousingRequest,IncidentandProblemmanagement,whilebreakingbarriersofresistancewithsecondlevelSupportteamswhowantmoreofthesameandlessresponsibility.TakeawaysfromthissessionincludethatyouarenottheonlyteamstrugglingwithITSM,howtoovercomeseniorleadershipbarriersandhowtosellITSMandITILtoaskepticalstaff.

AhmedIssawiMichiganStateUniversityITServiceManagementSystemArchitect

ITILisatrademarkofAXELOSLTD.


Agenda

THEGREENBINDER

THESEARCH

ONWARDANDFORWARD

PROCESS?WHATPROCESS?

THECOLDWINTER

ORGANIZATIONALCHANGES

1

2

3

4

5

6


TheGreenBinder

§ Startedbyusingagreenbinder– Everycallwasconsideredaticket

§ Outlookformsrule!(notheydon’t)– Incidentsbecamelogsandweresentto2ndlevel

§ Pleasehelp!– Wehadtobeg2ndleveltotakealog

WelcometothePaperEra!


TheGreenBinder

§ StartedlearningaboutITIL– Version2– Noteveryoneboughtit

§ ITILin,nothingout– ITILwashungouttodry– Noonefollowedprocess

ITIL?Whatisthat?

ITILisatrademarkofAXELOSLTD.


TheSearchBegins

§ TheMagicPill– Technologywillsaveusall!– Crazyrequirements

§ RFP– Newsystemhadtocureallouraliments– Multiplevendorsrespond

RFPOpenedforRequestsystem


TheSearchContinues


ADecisionisMade

§ Pricewasadrivingfactor– NottheUltimatefactor– Pricehadtobejustified

§ Vendorofferedmorebangforthebuck– Receivedalotoftools– Notreadyforafullsuite


Process?WhatProcess?

§ Systemrolledout– ITILwasignored– Nobuy-infrom2ndlevelsupport

§ Processes?– Usedoldprocessinthenewsystem– Squarepeginroundhole

OutWiththeOld,inWiththeOld


TheColdWinter

§ Stuckonversion11.2– ITILstillignored– Patchesareignored,nooneownedthesystem– NoMetricsoutofsystem

§ EverythingisanIncident– Allticketsandcallsareincidents– Howdoyouknowwhat'sbroken?


TheColdWinter

§ Herecomes12.1!– BOXIallowedforreports,butmetricswereoff– Nostandardizedreports(Reportsarethewildwest)– Nobaselinewasevertaken

§ RiseofShadowsystems– Noonefollowedprocess– Othersystemscandoitbetter

MoreoftheSame


OrganizationalChanges

§ NewCIOè NewVision– Technical“Debt”– ITILpushedhard

§ ServiceManagementOfficeisborn– Processesstarttogetunified– Newprocedureshadteeth– ITSMSuitewasnowpushedasdepartmentstandard

NewRegime,NewRules


OrganizationalChanges

§ ChangeManagement– Movedfrom3differentsystemstoCAITSMsolution– FirststepinusingConfigurationItems

§ RequestProcess– Requestprocesschanged(Noteverythingisanincident!)– AreasarechangedtoConfigurationItems– Pushedprocesstowholedepartment(HadtosellCI’S)– Startedchangingprocesstomatchthesystem,ratherthan

changingthesystemtomatchprocess

ForwardWeGo!


TheUpgrade

§ NewVersionrolledout– AdvanceAvailabilityisgreat!– Allowedustorollnewprocessesout– Knowledgebaseisnowstandard– IncidenthasPriorityMatrixnow;UrgencyandImpactdefinePriority– Broughtstatusnumberdownfrom20to6– Changeauthenticationmethod– StartedusingCAMaileater– MobileApplicationisrolledout

CAServiceManagement12.6è 14.1


TheUpgrade

§ Patch2installed– 2nd LevelSupportlovesthecustomqueries– AfewhiccupsbutCASupportwasgreat

§ Rollout– Traineddepartmentlikeitwasabrandnewsystem– Oldsystemissettoviewonlyandsettoretire– Resolvealltheseoldsystemtickets

CAServiceManagement14.1Patch2


ThePresentandFuture

§ Present– FinishedrollingoutCAServiceCatalogandUnifiedSelfService– PresentedtorestofUniversity– Departmentsstartedliningupforaccess;notonlytosystem,but

processalso

§ Future– AssetManagement– ConfigurationManagementDataBase– CAServiceManagement14.1.3/Jaspersoft

MovingonUp!


Questions?


Thankyou.

Stayconnectedatcommunities.ca.com


AgileManagement

FormoreinformationonAgileManagement,pleasevisit:http://cainc.to/9Zed5W