“incremental improvement versus delayed perfection”
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“Incremental Improvement versus Delayed Perfection”. August 16, 2012. Vice President, IT Compliance and Standards. Mary Jo McElroy. Objectives Today. Form a mental picture of how OhioHealth is approaching its Service Management journey from the perspectives of: Framework Education Roles - PowerPoint PPT PresentationTRANSCRIPT
“Incremental Improvement versus Delayed Perfection”
Mary Jo McElroy
August 16, 2012
Vice President, IT Compliance and Standards
Objectives Today• Form a mental picture of how OhioHealth is
approaching its Service Management journey from the perspectives of:
– Framework– Education– Roles– Documentation– Metrics– Tools– Changing human behavior
• See how we use an annual plan to make it happen
2
Program Structure
2.1 Service Catalog Management 2.2 Service Level Management 2.3 Supplier Management 2.4 Capacity Management 2.5 Availability Management 2.6 IT Security Management 2.7 IT Service Continuity Management
3 Service Transition 3.1 IT Asset Management 3.2 Service Asset and Configuration Management 3.3 Release and Deployment Management 3.4 Testing 3.5 Knowledge Management 3.6 Change Management
OH Service ManagementLifecycle Framework
2.8 Design Coordination
Project Management
4 Service Operation 4.1 Service Desk 4.2 Application Management 4.3 Technical Management and IT Operations 4.4 Request Fulfillment 4.5 Access Management 4.6 Event Management 4.7 Incident Management 4.8 Problem Management 5 Continual Service Improvement
1 Service Strategy 1.1 Financial Management 1.2 Business Relationship Management2 Service Design
ITIL Education• EXIN (Examination Institute for Information Science)
certifications:– ITILv3 Foundation certificate -- ~ 155– ITILv3 Foundation class with OH exam -- ~ 150– Practitioner/ Intermediate Level Courses – 1– Service Manager expert – 0
• We teach our own internal Foundation course– Content developed in-house– Offer three times a year– Three-day class with OH exam on third day (70% to pass)– Faculty -- our process managers– Optional EXIN exam at a Prometrics Center
• Formal curriculum of classroom training on selected topics
• On-line mandatory training for some processes
• Lunch and Learn sessions• Intermediate certification for 3
people• Participation in Pink Elephant 17th
Annual Conference• Participation in ServiceNow regional
user group• Participation in ServiceNow
international user group conference
FY13 Education Plans
3 Primary ITIL Roles
• Process owner– ACCOUNTABLE for overall process
• Process manager– Architect, surveyor, coach, and cheerleader for the
process
• Service owner– Responsible for one of our 36 Business Services or
12 Supporting Services
IS VPs are Process Owners• Suzanne Dewoody
– Service Level Management– Business Relationship Management– Project Management– Incident Management– Service Desk (function)– Problem Management
• Jim Lowder– Service Asset and Configuration
Management– Availability Management– Capacity Management– IT Service Continuity Management– Security Management– Event Management– Technical Management and IT
Operations
• Mary Jo McElroy– Financial Management– Supplier Management– IT Asset Management– Access Management– Request Fulfillment– Knowledge Management– Continual Service Improvement
• Charles Wagner– Application Management
(function)– Release and Deployment
Management– Testing– Change Management– Service Catalog Management
Process Managers• Design the process (architect)
• Measure the process (surveyor)
• Educate about the process (coach)
• Advocate for the process (cheerleader)
23 Process Managers (+ alternates)– Motivated, collaborative, facilitative,
communicative, change-oriented– Some are management, others are not– Some are very technical, others are not– Some manage processes full time, others do not– “Early adopters”
Service Owners
• 36 Business Services– Medication Use Information Services– Financial Information Services– Email and Calendar Information Services– Hospital Logistics Information Services– Cardiology Information Services
• 12 Supporting Services– Data Center Hosting Services– Network Services– Desktop Engineering Services
10
Documentation
Metrics
• No metric/s → some metric/s• Baby metric/s → more
mature metrics• Started formal Continual
Service Improvement process last year …. focuses on metrics
• Behind our customers in terms of maturity of measurement in general
Process Maturity Levels
Initiation
Awareness
Control
Integration
Optimized
FinancialBusiness relationship
Service catalog
Service level
Supplier
Service continuityInformation security
Availability
Capacity
Design coordination
Project
0
50
100
FY06 End
FY07 End
FY08 End
FY09 End
FY10 end
FY11 end
FY12 end
FY13 target
ConfigurationIT asset
Testing
Release / deployment
Change
KnowledgeEvent
Incident
Request fulfillment
Access
Problem
Continual service improvement
0
50
100
FY06 End
FY07 End
FY08 End
FY09 End
FY10 end
FY11 end
FY12 end
FY13 target
FY06 End
FY07 End
FY08 End
FY09 End
FY10 end
FY11 end
FY12 end ac
tual
FY12 targ
et
FY13 targ
et0
200
400
600
800
1000
1200
1400
Aggregate maturity scores
Aggregate maturity scores
Event Console / Event
Correlation / Manager of Managers
No soln
Release Execution Work / Project /
Demand Management
Financial / Asset / Vendor
Management
Inventory Dbase
Network Mgt
Cisco Works DudeQIP
A10 – Load BalFluke (Test)NetMRI (ret)
System Mgt
Nagios GangliaPerfmon
Cloverleaf (Interface
Mon)
App. Mgt
Insight ETE (Apps not Bus
Svc)
Oracle Grid, SQL Server
IderaPower/HVAC Mgt
Liebert appNForm
Storage Mgt
EMC Storage Scope & Cmd Ctr
Data Domain (DeDup)
Aptare
Printer Mgt
Via prt SvrWebJedAdmin
Outsource
Distribution Management
ZenSystem Center
Dashboard / Consolidated Reporting / Decision Support
Operational Dashboard
Management Dashboard
Releases
Labor,Projects,Vendors
Tasks, Effort
Performance Exceptions Events
CIs, Service
CIs, RelationshipsPerformance Metrics
Exceptions
Key Event Summary Incident
Metrics
Problem Metrics Change
Metrics Work, Project, Demand Summary
Key Financial Indicators
Synthetic / Real End User
Experience
Insight ETE
Performance Metrics
Key Service Performance
Performance Exceptions
Notification Tool
E-mail / SMS from tools
Reports
Job Schedule
No tool, per system
Security Mgt
Qualys InfoSec
Q1 / QradarODEN /AD
Adam
Relationships
Event Management
Network
Copyright © 2003- 2010 Maryville Technologies.All rights reserved.
Tech Domain Config Mgt
CMDB / CMSService Now
Pro
blem
M
anag
emen
t
Ser
vice
Now
Inci
dent
M
anag
emen
t
Ser
vice
Now
Rel
ease
M
anag
emen
t
Ser
vice
Now
Service Level Management Service Now
Knowledge Management Self Gen / Service Now
Ser
vice
R
eque
st
Man
agem
ent
Cha
nge
Man
agem
ent
Ser
vice
Now
Release Metrics
Service Request Metrics
CI Auto DiscoveryService Now
Inventory, Relationships
Service Catalog
Governance / Compliance
Governance & Compliance Status
Assets, Relationships,
Costs
Executive DashboardCustomer Dashboard
Software Quality &
Defect
Rational Test Mgr
Clear Quest – Enhancement
Requests
Changes, Releases, Defects, Inventory
Projects
IT Process Documentation / Visualization
IT Process
Runbook / Operations Automation
System
App
Performance / Capacity
Management
Virtualization
VcenterVKernel
Ganglia/ NagiosOracle Grid CiscoWorks
Insight ETECloverleaf
Tools
ServiceNow Modules
ServiceNow Releases• Moving to the cloud• Berlin release• Calgary release• Service Portfolio Management• Project and Portfolio Management• Asset Management• Field Service Management• Governance, Risk and Compliance• Runbook Automation
Influencing Changes in Behavior
• Vital Behaviors• Personal
– Motivation– Ability
• Social– Motivation– Ability
• Structural– Motivation– Ability
Influencing Changes in BehaviorMotivation Ability
Personal
Do I enjoy it?Find the "positive deviants" who are good at problem resolution
Am I personally able?Online educationClassroom educationOne-on-one coaching
Social
Do others motivate?Peer pressureProblem Advisory BoardRecognition by executive staff
Do others enable?Service Desk opens Problem RecordsTeam coaching
StructuralDo "things" motivate?Management bonus
Do "things" enable?Process playbookOperating Policy and ProcedureServiceNow enabling technology
Track 1, Session 60121
Annual Plan and Execution
Our Service ManagementJourney …
The Next Few MilesFY13 Plan
FY13 Plan for Access Management
• PM Scott Supman; alternate Annette Searfoss
• Increase process maturity from 69 to 74• Roadmap:
• Implement 4 IdAM projects (POI #2, POI #3, POI #4 and Grady RBAC)
• Replace existing remote access request orderable in SC
• Work with ITSCM to create process for emergency access in the event of a disaster
• Metrics• Reduce 4800 calls to the CSC for
access requests• Do baseline measurement of %
compliance with meeting end user’s desired completion date for access requests, then set target
FY13 Plan for Problem Management
• PM Bradley Shumate; alternate TBD• Increase process maturity from 70 to 76• Roadmap:
• Find meaningful use for each team• Demonstrate and learn from the
process by leading/owning problem records (Tiger Teams)
• Evolve the Known Error Database• Develop more defined criteria for
opening a Problem Record• Improve LMS online modules for PM• Offer classes for SNC, PM, and IS/IS-
NOTs• Problem Models??• Use SNC to escalate for work
commitment• Metrics:
• Mature the metrics
FY13 Plan for IT Design Coordination
• PM Kathy Hoffman; alternate Stephen Glasgow
• Re-design “System Architecture Review” process to become Design Coordination as a “gate review” between service design and service transition
• Standardize inputs, outputs, roles and responsibilities
• Revamp process playbook, OPP, and ServiceNow to accommodate changes
• Educate about revised process
• Roll it out!
FY13 Plan for Security Management
PM Jerry Walters; alternate Jason LuttrellIncrease process maturity from 56 to 65Roadmap:
•Evaluate ServiceNow GRC module as a potential replacement for c360•Develop Infosec requirements to feed the Design Coordination effort•Investigate new standards and develop strategy for Medical device security•Evaluate and select a tool to improve Active Directory reporting•Develop application security programMetrics:•Increase Security Awareness training to improve ICE KPI•Complete SSPs for 100% of RTO 2-3 applications•Re-evaluate RTO 0-1 app SSPs
FY13 Plan for IT Service Continuity Management
• PM Tim Brown; alternate Dave Lauer• Increase process maturity from 91 to
96• Roadmap:
• ITSCM and ICS OPP’s• ICS OPP ties DR to Incident
• Review and Score ARP’s• Conduct Fall ICS drill• Develop critical application
recovery priority list• Metrics:
• Track application recoverability based on DR Testing OPP• 100% of RTO 0 & 1 tested by FY
end
FY13 Plan for Application Management Function
• FM Andrea Darby, alternate Larry Waibel
• Implement bi-monthly application management meeting with all application owners to:
• Assist with CMDB application reviews for completeness including AIA and ARP
• Assist with testing plan creation, execution and documentation for Level 2 and 3 projects
• Assist with coordination of failover testing
• Participate in the development application security plans
• Continue to work with Incident and Problem Management to improve the process
FY13 Plan for Service Desk Function
• FM Salil Verma; alternate Mario Morgan
• Virtualize the Service Desk to bring support closer to end user
• Increase HDI maturity of the service desk from 1.8 to 2.3
• Have 45% of Support Services OH ITIL “certified”
• Baseline the Incident Survey Score• Baseline and transition OLA for
Support Org• Metrics
• FCR from 56 to 60• Baseline individual productivity• Service Desk Maturity from 1.8 to 2.3• New Scorecard (OLA / Call Quality
(TBD) / Productivity / Incident Survey)
IS Process Council
• FY13 schedule of biweekly meetings• Schedule for reporting established at beginning
of the year• FY13 focus on “adoption”
– Some meetings devoted to “listening” to managers and process “doers”
• Metrics reporting
31
Executes the annual plan