it services in higher education - miami university...it services in higher education jack probst...
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Pink Elephant – Celebrating 20 Years Of ITIL Experience
IT Services in Higher Education
Jack ProbstPrincipal Consultant
Pink Elephant
2itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Welcome!
Thank you for choosing Pink Elephant,The IT Service Management Experts.
We’ve been involved with ITIL® since its inception in 1989,
and we’re proud to be the world’s #1 service provider of
ITIL and ITSM education and consulting.
Pink Elephant is celebrating 20 years of ITIL experience.
3itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Agenda
1. Key Concepts
2. Service Portfolio
3. Service Catalog
4. Communications
5. ITSM as an Academic focus
4itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Education Focus Group – ITM ’08 & ‘09Major Areas Of Concern
� Governance Issues� Obtaining Senior Management buy-in� Aligning IT to institutional silos� Dealing with formal governance and controls� Driving efficiencies� Service portfolio� Implementing measurements and metrics
� ITSM Process Project Issues� Designing and implementing processes� Financial management/service costing� Service Catalogs� Implementing Change, Configuration and Release
� Audit requirements for Change� Selecting and implementing a common ITSM tool
� Implementation Issues� Dealing with organizational change� Implementing standard practices within the long standing university culture� Communicating the key messages to the user community� Communicating benefits and creating awareness� The challenges and pitfalls of getting started� Priorities and resource (financial, human, time and technical) allocations
� NOC� Developing an ITSM curriculum� Aligning infrastructure and development
5itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Business Of IT Service Management
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
� Service Management takes the form of a set of functions and processes for managing services over their lifecycle. Service Management is also used as a synonym for IT Service Management (ITSM)
� Service Management is also a professional practice supported by an extensive body of knowledge, experience and skills
© Crown copyright 2007.
Reproduced under license from OGC
Service Strategy, page 15
6itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The ITSM Product
Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
� Services facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints
� The result is an increase in the probability of desired outcomes
© Crown copyright 2007.
Reproduced under license from OGC
Service Strategy, page 16
7itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 7
Services Support The Business Processes
ServiceClaims
Processing
ClaimsSystem
ClaimsSettlement
Claim Check
Database
Line of Business
Business Unit
Dept.
User
System
Service
Supporting IT Service
Customer Facing IT Service
SLA
OLA
SLA
Contract
8itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 8
Services Support The Business Processes
ServiceClaims
Processing
ClaimsSystem
ClaimsSettlement
Claim Check
Database
Line of Business
Business Unit
Dept.
User
System
Service
Supporting IT Service
Customer Facing IT Service
SLA
OLA
SLA
Contract
Business Outcome
9itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 9
Services Support The Business Processes
ServiceClaims
Processing
ClaimsSystem
ClaimsSettlement
Claim Check
Database
Line of Business
Business Unit
Dept.
User
System
Service
Supporting IT Service
Customer Facing IT Service
SLA
OLA
SLA
Contract
Business Asset
Business Outcome
10itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 10
Services Support The Business Processes
ServiceClaims
Processing
ClaimsSystem
ClaimsSettlement
Claim Check
Database
Line of Business
Business Unit
Dept.
User
System
Service
Supporting IT Service
Customer Facing IT Service
SLA
OLA
SLA
Contract
IT Service
Comprised of service assets
Business Asset
Business Outcome
11itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Anatomy Of A Service
Functional/LOB Goals
Key Business Process
Business Process Outcomes or Deliverables
IT System or Application
Service Success Criteria
System Utility or Functionality Delivered
IT Service Defined
Corporate Mission/Vision
Corporate Strategy/Goals
12itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Service Portfolio & Service Demand
Market Spaces
Customers
Business
Needs
Service
Design
Continual Service Improvement
Service
Operation
Service Transition
Third Party Catalog
Retired Services
Service Pipeline
Service Catalog
Service Portfolio
Common Pool of Resources
Resources engagedReturn on assets earned
from Service Operation
Resources
released
ProjectPortfolio
© Crown copyright 2007. Reproduced under license from OGC
Service Strategy, page 74
13itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• Someone has an idea for a new service• Market space defined• Strategy phase of the service: Perspective, position, plan,
patterns• Develop the market, the offerings, the assets and prepare for
execution• Likely status: Requirements, defined, analyzed, approved,
chartered
• Someone has an idea for a new service• Market space defined• Strategy phase of the service: Perspective, position, plan,
patterns• Develop the market, the offerings, the assets and prepare for
execution• Likely status: Requirements, defined, analyzed, approved,
chartered
Service Lifecycle
Concept Design Transition Operational Improvements RetiredConcept Design Transition Operational Improvements Retired
14itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• There are five aspects of Service Design• Service Catalog Management “creates” and maintains the
catalog• Processes most involved in the design of the service are
Service Level, Availability, Capacity, Security, Continuity and Supplier Management
• Likely status: Designed
• There are five aspects of Service Design• Service Catalog Management “creates” and maintains the
catalog• Processes most involved in the design of the service are
Service Level, Availability, Capacity, Security, Continuity and Supplier Management
• Likely status: Designed
Service Lifecycle
Concept Design Transition Operational Improvements RetiredConcept Design Transition Operational Improvements Retired
15itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• Handled through Change Management• Configuration Management keeps track of everything• Deployed through Release & Deployment Management• Will be tested during this phase by Service Validation &
Testing• Evaluation will be done once the service is live• Knowledge Management will ensure knowledge transfer
happens• Likely status: Developed, built, tested, released
• Handled through Change Management• Configuration Management keeps track of everything• Deployed through Release & Deployment Management• Will be tested during this phase by Service Validation &
Testing• Evaluation will be done once the service is live• Knowledge Management will ensure knowledge transfer
happens• Likely status: Developed, built, tested, released
Service Lifecycle
Concept Design Transition Operational Improvements RetiredConcept Design Transition Operational Improvements Retired
16itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• The service is live• It is being supported by Event, Incident, Problem, Access
Management and by Request Fulfillment• Functions involved are IT Operations, Technical Management,
Application Management and Service Desk• Likely status: Operational, maintenance
• The service is live• It is being supported by Event, Incident, Problem, Access
Management and by Request Fulfillment• Functions involved are IT Operations, Technical Management,
Application Management and Service Desk• Likely status: Operational, maintenance
Service Lifecycle
Concept Design Transition Operational Improvements RetiredConcept Design Transition Operational Improvements Retired
17itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• Happens throughout the service lifecycle to improve each phase and to improve how the service goes through each phase
• Requires baselines, assessments and information from every phase and process
• Likely status: Maintenance, “new version”
• Happens throughout the service lifecycle to improve each phase and to improve how the service goes through each phase
• Requires baselines, assessments and information from every phase and process
• Likely status: Maintenance, “new version”
Service Lifecycle
Concept Design Transition Operational Improvements RetiredConcept Design Transition Operational Improvements Retired
18itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• Version 1 of the service may still be live while version 2 of the service is being deployed
• Once the service is retired, it is removed from the business view of the catalog. However, it may still be part of the technical view of the catalog
• Likely status: Retired
• Version 1 of the service may still be live while version 2 of the service is being deployed
• Once the service is retired, it is removed from the business view of the catalog. However, it may still be part of the technical view of the catalog
• Likely status: Retired
Service Lifecycle
Concept Design Transition Operational Improvements RetiredConcept Design Transition Operational Improvements Retired
19itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy Svc Design Svc Transition Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design Considerations
Manage Service
Change Risk
Plan changes or investments to the Service Portfolio
Manage or Retire Services Efficiently and Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
What
Ho
w
Initiation Analyze/Design Build/Test Implement/Stabilize Close
20itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy Svc Design Svc Transition Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design Considerations
Manage Service
Change Risk
Plan changes or investments to the Service Portfolio
Manage or Retire Services Efficiently and Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
What
Ho
w
Initiation Analyze/Design Build/Test Implement/Stabilize Close
21itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy Svc Design Svc Transition Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design Considerations
Manage Service
Change Risk
Plan changes or investments to the Service Portfolio
Manage or Retire Services Efficiently and Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
What
Ho
w
Initiation Analyze/Design Build/Test Implement/Stabilize Close
22itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy Svc Design Svc Transition Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design Considerations
Manage Service
Change Risk
Plan changes or investments to the Service Portfolio
Manage or Retire Services Efficiently and Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
What
Ho
w
Initiation Analyze/Design Build/Test Implement/Stabilize Close
23itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy Svc Design Svc Transition Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design Considerations
Manage Service
Change Risk
Plan changes or investments to the Service Portfolio
Manage or Retire Services Efficiently and Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
What
Ho
w
Initiation Analyze/Design Build/Test Implement/Stabilize Close
24itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
CMDB – Logical Model Of IT ServicesStarting Point For A Hierarchy Of Services
Physical:
Logical:
Logical:
Logical:
Distinction between
logical and physical
Configuration Items
Logical: Subsystems
and above
Physical:
Components and
below
Tiered representation by
vertically packaging
design classes:
Service
System
Subsystem
Component
Server 1
Server 2
Server 3
Platform (HW)(Exchange)
ExchangeSW
Software(Exchange)
SQLDB
Databases(Exchange)
PolicySize Limit
Documents(Exchange)
System(Exchange)
System(Lotus Notes)
ServiceEmail
25itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Service Catalog:Depicting The Service Hierarchy
Business Service Catalog
Technical Service Catalog
Business
Process 1
Business
Process 2
Business
Process 3
Service A Service B Service C Service D Service E
SupportServices Hardware ApplicationsSoftware Data
Based on OGC ITIL® material. Reproduced under license from OGC
26itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Service Categories Example
* Support and deliver IT services, technology and infrastructure to IT
Customers that will allow them to effectively and efficiently provide services, products and support to business units and external customers
CORPORATE IT
Desktop Services
Provides IT customers with the desktop tools required to fulfill their
day to day
responsibilities.
IT Professional Services
Provides IT customers with the technical and professional support services required to
maintain their current and meet their future business requirements
Application Based ServicesProvides IT customers with the business and information management systems required
to enable their business processes.
Hosting Services
Provides IT customers with a secure, managed
environment to store business enabling
applications and tools.
Shared ServicesProvides IT customers with the required technical infrastructure to enable them to
function in their day to day responsibilities.
Data Centre
Services
Standard Devices
File / Print
Storage
Data LAN
WAN
IT Support
IT Consulting
IT Project &
Portfolio Management
Security
Management
IT Service Continuity
System Architecture
Web Hosting Services
Internet
Sales & Marketing
Mgmt Services
Customer Support
Services
Product Research
& Development Services
Document
Management
Services
Financial
Management Services
Organizational
Development Services
Customer Access Services
Administration
Services
Mobile Devices
Desktop Phone
Services
Business
Information Warehouse &
Reporting Services
Instant Messaging
Service
Management
Imaging Services
Legal Services
Applications Development
IT Planning
Vendor & Service
Provider Management
Product
Manufacturing Services
Procurement
IT Financial Management
Employee
Information Portal
Teleconferencing
Voice Mail
Telephony
IT Services
IT Sub Services
Mobile Messaging
Desktop
Management
Fax Services
IT Training
Event Technical
Management
27itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Service Attribute Categorization
� What� Service Category� Standard Service Description� Non-standard service description� Service not offered� Functionality� Security� Storage management� Performance level
� How� Service Level Options� Supporting Services� Utilization Management� Service Continuity� Priority Model� Service Modification
� When� Service Hours� Service Availability� Non-Standard availability� Batch availability� Pre-authorized maintenance windows� Service response time
� Why� Benefits
� By Who� Service Owner� IT Contact� Customer service/support� Accessibility/rights� IT Infrastructure Support
� To Who� Customers of service� Business Contact
� Status & Reporting� Status� Historical performance/metrics� Glossary of terms
� Where� Geography
� How Much� Charging� Cost Model� Cost Drivers
28itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Perspective, Perspective, Perspective…
Service CatalogService Level
Manager
Business Manager
End User
Service Desk Analyst
Technical Management
Partner / Supplier
Service Catalog view is role or profile based
29itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Sample Contents Of A Service Catalog
What are the technical requirements for using the service?Technical Requirements
What are the restrictions and constraints for the service?Restrictions/Constraints
What happens in the case of a disaster?Disaster Recovery
How are back-ups and (monthly) maintenance arranged?Data Integrity
How can I request training for the use of the application?Training
How can I request access to this service or application?Security
How can I request a change of the functionality of the service?Development
When and from whom is support provided?User Support
When is the service or application available?Availability
What are the main functions of the service or application?Functionality
Who are the main users of the service?Main /Users
What do you get as a customer of this service?Service Description
Question AnsweredItem
30itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Difference Between Service & Service Request Catalog
Business Manager End-user
Access is role or
profile
based
Service Requests provisioned through a unique
Catalog
SkyHigh Service Catalog
INSTRUCTIONS
Typical Service
Requests
• Asking for assistance
• Ordering software
• Requesting access
• Accessing service
reports
• Accessing “how-to”
• Downloading latest
security patches
• Ordering a new service
or changes to services
• Accessing
documentation
31itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Win A Copy Of The Service Catalog Book
Send An E-Mail To:
32itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Tipping Point: How Little Things Can Make A Big Difference
� 2002 – Book by Malcolm Gladwell
� A study of social epidemics and what caused them – how small changes can have long lasting impacts
� Reduction in New York City crime and “the broken windows theory”
� Identified three factors which make a difference
� Law of the Few
� The Power of Context
� The Stickiness Factor
33itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Stickiness Factor
� In efforts to change behavior the messenger matters
� Paul Revere vs. William Dawes
� In order for the message, delivered by the messenger, the message must stick
� Stickiness requires the receiver to:
� Stop and read or hear the message
� Message must be understood and remembered
� Take action (change an opinion or behavior) on the basis of the message or idea
� THE BRITISH ARE COMING or I am having a sale of pewter mugs
� Which is stickier?
� Lessons from advertising – what is this message?
34itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Evolution Of Made To Stick
� Why are urban legends perpetuated?
� The Kidney Heist
� Coca-Cola rots your bones
� The Great Wall Of China is seen from Space
� Flashing lights will invite trouble
� Stories that changed behavior
� Tampering with Halloween candy
� The dangers of movie popcorn
� Why did these messages stick?
� Call for action
� Depicted vivid, concrete images and details
� Grabbed emotions
� Unexpected outcomes
� Curse of Knowledge
35itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
SUCCESsThe Six Principles Of A Sticky Message
1. Simplicity
� Ideas that are simple but profound – get to the core
2. Unexpectedness
� Generate interest and curiosity through surprise – get their attention
3. Concreteness
� Base the message on data that means the same thing to everyone
4. Credibility
� A way for individuals to validate an idea for themselves before accepting it
5. Emotions
� How to get people to care about an idea
6. Stories
� A source of a mental flight simulator
36itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Download The White Paper
37itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ITSM – Academic Focus
� Universities with ITSM programs
� Missouri State – Undergraduate Degree
� University of Dallas – Graduate Degree
� Moravian College – MBA area of interest
� Florida Atlantic University – ITSM course
� Bellarmine University – ITSM course within MBA
38itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
itSMF USA Academic Committee
� The goals of the Academic Committee of itSMF USA:
� Recognize ITSM as an academic discipline
� Ensure consistent and appropriate ITSM curricula which supports professional development
� ITSM is recognized as a profession and is sustained by a recognized set of career paths
� Promote knowledge sharing and networking among the academic community
� Identify and support ITSM research opportunities
� Major Activity – Annual Academic Summit
� Meeting of 40 top Universities interested in ITSM
39itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
itSMF USA 4th Annual Academic Forum
� Sept 19 - 20, 2009 – Dallas, TX
� 40 Colleges and Universities
� Agenda includes
� Presentation by leading academics on introducing ITSM concepts into existing and new courses and curriculums
� Presentation of ITSM case studies, papers and research opportunities
� Keynote speaker – Brian Roberts, CIO – University of Texas – Austin
For Invitation email to: [email protected]
40itSMF Higher Education SIG© Pink Elephant, 2009 All Rights Reserved.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Questions?
www.pinkelephant.com
Celebrating 20 Years Of ITIL Experience!