techqual, budgets, and improving service management (166335704)
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7/29/2019 TechQual, Budgets, and Improving Service Management (166335704)
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TechQual, Budgets, and Improving
Service Management
Fredrick Miller | June 3, 2010
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Techqual, Budgets, and Improving Service
Management
Overview and context The TechQual survey Service management
techniques Applications for
budgeting and
strategy Summary
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Overview and context
About Furman University Private, liberal arts 2600 students, 28 IT staff (CIS)
Budget challenges 3 topic sections
with Q & A after each
Summary Resources & links
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<1> TECHQUAL
Principal investigator: Tim Chester, Pepperdine Based on Servqual & Libqual models Over 80 participating institutions
Overview & Furman results Generated charts Changes from 2008 to 2009 Our analysis
Peer comparisons How you can get started with Techqual
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THE TECHQUAL PERSPECTIVE
”…when evaluating a specific technology service, end users
tend to make a positive evaluation of that service
when it is delivered consistently ,
when communication regarding the service is proactiveand intelligible, and
when the service increases collaboration opportunities
with others.” Tim Chester, EDUCAUSE ITMETRICS listserv, 5/31/10
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OVERVIEW & RESPONSE RATES
Students 2009: 509 students (18%) 2008: 740 students (25%)
Faculty 2009: 110 full time (43%)
2008: 115 full time (44%)
Staff: 2009: 240 full time (43%)
2008: 241 full time (44%)
Service ratings 2009: 19 services 2008: 18 services
Open answer 2009: 3 questions 2008: 2 questions
Incentive: Drawings for
movie tickets
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SERVICE AREA RATINGS
18 services organized in 3 groups:◦ Connectivity and access
◦ Technology and Technology Services, and
◦ The End User Experience
Rate minimum, desired, & perceived servicelevel
“Radar charts”
● Perceived exceeds desired● Gap between perceived and desired● Gap between minimum and perceived● Perceived below minimum
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STUDENT RADAR CHARTS: 2008 & 2009
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STAFF RADAR CHARTS: 2008 & 2009
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FACULTY RADAR CHARTS: 2008 & 2009
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2008.0 2009.0
-1.5
-1
-0.5
0
0.5
1
1.5
Connectivity and Access Adequacy: faculty
1 Wired network speed
2 Wireless network speed
3 Wireless coverage4 Network reliability
5 Mobile device services
6 Off campus access
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2008.0 2009.0
-1.5
-1
-0.5
0
0.5
1
1.5
Technology & Technology Services Adequacy: faculty
7 University websitetimeliness
8 Sufficient webservices
9 Helpful informationsystems
10 Relevant informationsystems
11 Web systems
performance
12 Classroomtechnology
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2008.0 2009.0
-1.5
-1
-0.5
0
0.5
1
1.5
End User Experience Adequacy: faculty
13 Training
14 Knowledgable supportstaff
15 Courteous support staff
16 Timely problemresolution
17 Opportunities forfeedback
18 Communityparticipation
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+OPEN ENDED RESPONSES
Categorized: 2008 & 2009
Network Speed
Other
Training
Web services
Wireless Coverage
Wireless Reliability
Bradford/AV (2009)
Class/Office Equipment
Communication
FirstClass
Good
CIS Staffing
Network Reliability
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Class/Office; 1%Communications; 2% FirstClass; 2%Good; 2%
C&IS-Staffing; 5%
Net-Reliability; 16%
Net-Speed; 6%
Other; 7%
Training; 2%Web services; 4%
erage; 39%
Wireless-Reliability; 14%Class/Office; 2%Communications; 2%FirstCl
Good; 3%
CIS-Staffing; 7
Net-Reliability;
Net-Speed; 8%
Other; 11% Training; 1%Bradford/AV; 4%
rage; 42%
Wireless-Reliability; 6%
20092008
STUDENTS: ONE THING TO IMPROVE
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Class/Office; 3% Communications; 4%
FirstClass; 10%
Good; 5%
C&IS-Staffing; 16%
Net-Reliability; 18%Net-Speed; 3%
Other; 10%
aining; 10%
b services; 15%
Wireless-Coverage; 7%
Staff: One Thing to Improve IT
Commu
FirstCla
Good; 4%
C&IS-Staffing; 9%Net-Reliability; 9%
Net-Speed; 2%
Other; 5%
Training; 13%
Web services; 13%
Wireless-Coverage; 6% Wireless-Reliability; 1%
20092008
STAFF: ONE THING TO IMPROVE
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Class/Office; 8%
Communication; 3%
FirstClass; 16%
Good; 4%
C&IS-Staffing; 22%Net-Reliability; 13%
t-Speed; 4%
Other; 5%
Training; 7%
Web services; 12%
Wireless-Coverage; 4% Wireless-Reliability; 1% Class/Office; 2%C
FirstCla
Good; 3%
CIS-Staffing; 15%
Net-Reliability; 11%
Other; 8%
Training; 2%
Web services; 18%
Wireless-Coverage; 3%Wireless-Reliability; 5%
20092008
FACULTY: ONE THING TO IMPROVE
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Getting timely resolution to problems…
PEER ANALYSIS EXAMPLE: 2008
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HOW TO GET STARTED WITH TECHQUAL
Sign up @ techqual.org Get IRB approval
Sample size? Additional questions?
Timeframe?
Invite participants incentives
Assess results Communicate (Repeat)
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TECHQUAL </1>
Q & A Others’ experience w/Techqual? Challenges? What would make it a more useful tool?
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<2> SERVICE MANAGEMENT
ITIL Processes Techniques @ Furman
Incident & Config Management
Change Management Service Catalog
Future challenges Service Level Agreements
Problem management
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ITIL PROCESS AREAS AND PRIORITIES
Service Delivery Processes
Release Processes
Resolution Processes
Relationship
Processes
Control Processes
Adapted from Behr, Kim, & Spafford, Visible Ops Handbook: Implementing ITIL in 4 Practical
and Auditable Steps; ITPI, Eugene, Oregon. P. 19 & 24.
Configuration ManagementChange Management
Capacity Management
Service Continuity
And AvailabilityManagement
Service Level ManagementService Reporting
Information SecurityManagement
Budgeting and
Accounting for IT Services
Release Management
Incident ManagementProblem Management
Business RelationshipManagement
Supplier Management
1
2
3
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SERVICE MANAGEMENT @ FURMAN
Resolution processes Incident management: Track IT! Problem management
Control processes Configuration management Change management
Release management
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What percent of your time is spent on
“unplanned work”? A. Over 50%
B. 35-50%C. 15-35%
D. <15%
CHANGE MANAGEMENT
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4 - ContinuouslyImproving
• <15% of time spent
on unplanned work• Change success
rate is very high• Service levels are
world class• IT operating costs
are under control•
Can scale ITcapacity rapidly withmarginal increasesin IT costs
• Change review andlearning processesare in place
• Able to increasecapacity in a cost-effective way
3 - Closed-LoopProcess
• 15-35% of timespent on unplannedwork
• Some ticketing /workflow system inplace
• Changesdocumented andapproved
• Change success rateis high
• Service levels aregood & becomingworld class
• Server-to-admin ratiois good, but not BoB
• IT costs areimproving
• Security incidentsdown
2 - Using HonorSystem
• 35-50% of time spent
on unplanned work• Some technologydeployed
• You have the rightvision but noaccountability
• Server-to-admin ratiois way too low
• IT costs are too high• Process subverted by
talking to the “right”people
1 - Reactive• Over 50% of time
spent on unplannedwork
• Chaotic environment;lots of fire fighting
• MTTR is very long;
poor service levels• Can only scale by
throwing people at theproblem
Reactive Using Honor System
Closed-Loop
Change Mgt
E f f e c t i v e n e
s s
Continuously
ImprovingSource: Institute of Internal Auditors; Based on the IT Process Institute’s “Visible Ops” Framework
Changes control the
organization:
Organization controls the
changes:
Change Management Maturity
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Change Management Process
Any change that potentially affects a service availability
Maintenance Windows Wednesday mornings: midnight to 6am
Saturday mornings: 6am to 10am
Exceptions as approved by the CIO
Request For Change form (RFC)
Change review/approval at weekly director’s meeting
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CHANGE MANAGEMENT LITE?
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SERVICE CATALOG
“Organizational Security and Data Classification” Guideline 1b: “…CIS management will maintain a “Service Catalog” listing each
University information service and identifying the University VicePresident responsible for each information service. The University’sChief Information Officer will meet annually with each UniversityVice President to discuss information services’ funding, service
levels, and information security.”
Adopted 7/31/09
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WHY A SERVICE CATALOG?
Tells us what we’re actually doing Helps identify our most critical services Help us negotiate service levels and targets
Aids workload discussions Helps manage service changes Aids cost and budget discussions
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FURMAN CIS SERVICE CATALOG
6 Service Lines 64 Services
Description & Features Service Administrator VP Customer
Availability & Support Initiated & Delivered Prerequisites
Charges Key Service Targets
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SERVICE MANAGEMENT CHALLENGES
Incident tracking Revised to use service catalog
Assess effects
Service Level Agreements In process
Key service target tracking (metrics)
Problem Management
List of open problems Tracking?
Costs?
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SERVICE MANAGEMENT </2>
Q & A Your experiences with ITIL & service management? What works?
What doesn’t? Why?
SLAs? Metrics / KPIs?
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<3> BUDGETS AND STRATEGY
Finance challenges since 2008 What Techqual said about budgets The Service Catalog as a budget tool
Techqual and strategy
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BUDGET CHALLENGES SINCE 2008
6% cut in 08-09 on“variable” budgets
Another 6% in 09-10
4 year computer refresh No raise in 09-10 VERP
“Secret” PRC “Budget Dust” hangover
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WHAT TECHQUAL SAID ABOUT BUDGETS
Mo’ better wireless! Network reliability
Mobility – not so much Students like
classroom tech Unhappy faculty? Improve web services Email?
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SERVICE CATALOG AS A BUDGET TOOL
“Organizational Security and Data Classification” Guideline 1c.
– “... Each Vice President
will meet with the CIOannually to discussservice levels and
security for their information services. It is
the responsibility of theVice President to obtain
additional funding if theydesire a higher servicelevel or need additionalsecurity.”
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SERVICE CHANGES & POSITION REQUEST
?
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TECHQUAL AND STRATEGY
Wireless most important to students 2008 & 2009 Partial, not complete wireless in student residences Full wireless elsewhere, but…
Problems with wireless solution Tested alternative vendors Prepared plan
Board of Trustee member gift
New president & “a significant announcement”
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BUDGETS AND STRATEGY </3>
Q & A Ways service management affects budgets/strategy? Other lessons learned from budget reviews?
Is this the “new normal”?
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<SUMMARY />
TechQual is an important tool for higher ed Better understand your campus’s perception of IT
Service Management techniques can help
Auditors now expect a change management process Brings a different perspective to budget discussions Negotiate service expectations
A framework for budget & strategy discussions How well are University $ being spent Impact on teaching, learning, & research
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RESOURCES
Books Steinberg, Servicing ITIL: a Handbook of IT Services for ITIL Service Managers
and Practitioners
Behr, Kim, Spafford, G. The Visible Ops Handbook: Implementing ITIL in 4
Practical and Auditable Steps
Links TechQual+ Project, http://techqual.org Furman Service Catalog
http://www2.furman.edu/sites/CIS/cisservices/Pages/ServiceCatalog.aspx
Miller, “10 Ways to Cut the IT Budget (and What Not to Cut)”
http://www.educause.edu/174551 EDUCAUSE ITIL Resources
http://www.educause.edu/Resources/Browse/ITIL/17409
EDUCAUSE ITIL Constituent Group http://www.educause.edu/groups/itil
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THANK YOU