iterative itsm implementation using teamdynamix

JOHN BORWICKVIRGINIA TECH UNIVERSITY LIBRARIES

JANUARY 2015

Iterative IT service management implementation

using TeamDynamix

Virginia Tech

Located in Blacksburg, Virginia

31,000 full-time students

16:1 student-faculty ratio

Main campus includes more than 125 buildings, 2,600 acres, and an airport

Virginia Tech University Libraries

Growing since ~2012150+ employees~10 IT Services FTE

Client-side computing Systems

administration Web application

development

John Borwick

University Libraries IT Services Director

ITIL® Expert, PMP®, CGEIT®

5+ years full-time experience conducting and consulting on IT process improvement

Experience with ITSM tools

My career goal is to make people’s lives easier through improved IT management.

Agenda

Waterfall vs. iterative implementationsPreparing for TeamDynamixImprovement #1: Bare-bones implementationImprovement #2: SurveysImprovement #3: Verification reportsImprovement #4: New employee formImprovement #5: Service level targetsImprovement #6: Takedown noticesImprovement #7: Major incident notificationsWrap-upQ&A

Iterative improvements

Traditional waterfall implementations

Plan

Design

Build

Test

Implement

Iterative implementations(oriented around time rather than scope)

Plan/Design/Build/Test/Implement #1



One huge change vs. many smaller changes

Time

Imp

rove

men

t

Value

One huge change vs. many smaller changes

Time

Imp

rove

men

t

Value

Value

Value

Value

Value

Preparing for TeamDynamix

Home-grown issue tracker

Web form• Username• Location• Issue Type• Description

Public issues list• Status• History

User base

Library employeesLibrary student workers

IT service management goals

Users log inTickets assigned to IT staffWork made visible: work log entries, statusServices can be measured and improved

TeamDynamix contract

Tool requirements3 year “tool horizon”Minimal maintenance effort

Site“Entity fee”10 licenses

ConsultingBiweekly consultant calls

Improvement #1:Bare-bones implementation

Essential requirements

Users can log inUsers can submit ticketsIT staff can update and resolve these tickets

TeamDynamix admin categories

o Overall admin stuffo Authenticationo Roleso Resource Poolso Accountso Userso Client Accesso Service Catalogo Projectso Workspaceso Portfolioso Ticketso Questionso Knowledge Baseo Tags

o Assetso Configuration Managemento Attributeso CRMo Portfolio Planningo Expenseso Time Reportso Workflowso Desktopso News/RSSo Notificationso Days Offo Saved Reportso Custom Pages

TeamDynamix admin categories

Overall admin stuffo Authentication Roleso Resource Pools Accounts Userso Client Access Service Catalogo Projectso Workspaceso Portfolios Ticketso Questionso Knowledge Baseo Tags

o Assetso Configuration Managemento Attributeso CRMo Portfolio Planningo Expenseso Time Reportso Workflows Desktopso News/RSSo Notificationso Days Offo Saved Reportso Custom Pages

Required admin categories, in order

Roles Accounts Tickets Service Catalog Desktops Overall admin stuff Users

*means significant work

TeamDynamix required roles


TeamDynamix required accounts


TeamDynamix ticket type


TeamDynamix ticket request form


*

TeamDynamix service catalog entry


TeamDynamix default desktop module

Roles Accounts Tickets Service Catalog Desktops Overall admin stuff Users Hello! Welcome to IT Services'

tool for recording and tracking requests and issues.

Please use the service catalog to submit new issues and to track your requests.

TeamDynamix authentication


*

TeamDynamix user importer


“Converter” Excel file that needs vtpid (Think: Virginia

Tech account name) First name Last name Title Phone number

Fields then mapped to TeamDynamix import sheet

TeamDynamix users: groups


TeamDynamix users: IT staff


For each user…ApplicationsGroups

Roll out:

Blog post and emailOld tool replaced with a link to TDLink to TD request:

User feedback

I love that I can log in from off campus!

Improvement #2:Surveys

The Deming (PDCA) Cycle

Plan

DoCheck

Act/Adjust

Created one survey

Survey: four questions

Survey: conditions

100% of tickets1 day after closed7 days between requestsStatus = Closed

Review survey feedback weekly

Ratings and especially comments

Improvement #3:Verification reports

Verification: On hold but no date

Status is “On Hold”Order by “Goes Off Hold” ascending

Verification: Not modified in 3 days

Status class is not “On Hold”, “Completed”, or “Cancelled”

Modified is less than the run date minus 3 days

Sorted by last modified date, ascending

Improvement #4:New employee form

Ticket type -> Attributes -> Request Form

Type “New Employee”Attributes

Employee classification VT PID First and last name Job title Primary supervisor How to contact the new employee Role Start date Requested software Office phone Special instructions

Request Form

New employee tasks

Order computer hardwareVerify VT PID

Add to library directory …

Employee has arrived on site Mark employee as active in directory Add to TeamDynamix …

Implementation and outcomes

HR manager sends link to hiring manager

Fewer forgotten stepsFuture improvements identifiedFigured out how tasks work

Improvement #5:Service level targets

Met to clarify targets

Reflect on how we’re currently doingNot used to blame people

8 hour response40 hour resolution

SLA: Generic agreement

Effects of Service Level Management

“Tickets Needing Response” report“Tickets Needing Resolution” report

Improvement #6:Takedown notices

Met with users about ownership and process steps

“Super Urgent” SLA

30 minute response At 1%, reprioritize to Emergency and notify the

responsible resource2 hour resolution

Improvement #7:Major incident notifications

PagerDuty for alerting

PagerDuty/TeamDynamix integration

For “Super Urgent” tickets, at 1% email the PagerDuty email address

Wrap-up

Iterative improvements allow learning

(cc) http://www-personal.umich.edu/~mrother/Homepage.html

Review

Waterfall vs. iterative implementationsPreparing for TeamDynamixImprovement #1: Bare-bones implementationImprovement #2: SurveysImprovement #3: Verification reportsImprovement #4: New employee formImprovement #5: Service level targetsImprovement #6: Takedown noticesImprovement #7: Major incident notificationsWrap-upQ&A

iterative itsm implementation using teamdynamix

Technology

significant work teamdynamix

work log entries

huge change

services fteclient

fulltime students16

services directoritil

design build test

process improvementexperience