IT Services in Higher Education

Transcription

1 IT Services in Higher Education Jack Probst Principal Consultant Pink Elephant Pink Elephant Celebrating 20 Years Of ITIL Experience

2 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. 2

3 Agenda 1. Key Concepts 2. Service Portfolio 3. Service Catalog 4. Communications 5. ITSM as an Academic focus 3

4 Education Focus Group ITM 08 & 09 Major 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 4

5 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 Reproduced under license from OGC Service Strategy, page 15 5

6 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 Reproduced under license from OGC Service Strategy, page 16 6

7 Services Support The Business Processes Claims Settlement Claim Check Line of Business Business Unit Dept. SLA Service Claims Processing Claims System Customer Facing IT Service OLA Supporting IT Service Service System User SLA Data base Contract 7

8 Services Support The Business Processes Line of Business Business Unit Dept. SLA Business ClaimsOutcome Settlement Service Claims Processing Claims System Customer Facing IT Service Claim Check OLA Supporting IT Service Service System User SLA Data base Contract 8

9 Services Support The Business Processes Line of Business Business Unit Dept. SLA Business ClaimsOutcome Settlement Service Claims Processing Claims System Customer Facing IT Service Claim Check Business Asset OLA Supporting IT Service Service System User SLA Data base Contract 9

10 Services Support The Business Processes Line of Business Business Unit Dept. SLA Business ClaimsOutcome Settlement Service Claims Processing Claims System Customer Facing IT Service Claim Check Business Asset IT Service OLA Supporting IT Service Service System User SLA Comprised of service assets Data base Contract 10

11 The Anatomy Of A Service Corporate Mission/Vision Corporate Strategy/Goals Functional/LOB Goals Key Business Process Business Process Outcomes or Deliverables IT System or Application System Utility or Functionality Delivered IT Service Defined Service Success Criteria 11

12 Service Portfolio & Service Demand Crown copyright Reproduced under license from OGC Service Strategy, page 74 Service Portfolio Service Catalog Service Pipeline Continual Service Improvement Third Party Catalog Market Spaces Project Portfolio Service Design Service Transition Service Operation Retired Services Business Needs Customers Resources engaged Common Pool of Resources Return on assets earned from Service Operation Resources released 12

13 Service Lifecycle Concept Concept Design Design Transition Transition Operational Operational Improvements Improvements Retired Retired Someone has has an an idea idea for for a new new service Market space defined Strategy phase of of the the service: Perspective, position, plan, patterns Develop the the market, the the offerings, the the assets and and prepare for for execution Likely status: Requirements, defined, analyzed, approved, chartered 13

14 Service Lifecycle Concept Concept Design Design Transition Transition Operational Operational Improvements Improvements Retired Retired There are are five five aspects of of Service Design Service Catalog Management creates and and maintains the the catalog Processes most involved in in the the design of of the the service are are Service Level, Availability, Capacity, Security, Continuity and and Supplier Management Likely status: Designed 14

15 Service Lifecycle Concept Concept Design Design Transition Transition Operational Operational Improvements Improvements Retired Retired Handled through Change Management Configuration Management keeps track of of everything Deployed through Release & Deployment Management Will Will be be tested during this this phase by by Service Validation & Testing Evaluation will will be be done once the the service is is live live Knowledge Management will will ensure knowledge transfer happens Likely status: Developed, built, tested, released 15

16 Service Lifecycle Concept Concept Design Design Transition Transition Operational Operational Improvements Improvements Retired Retired The The service is is live live It It is is being supported by by Event, Incident, Problem, Access Management and and by by Request Fulfillment Functions involved are are IT IT Operations, Technical Management, Application Management and and Service Desk Likely status: Operational, maintenance 16

17 Service Lifecycle Concept Concept Design Design Transition Transition Operational Operational Improvements Improvements Retired Retired Happens throughout the the service lifecycle to to improve each phase and and to to improve how how the the service goes through each phase Requires baselines, assessments and and information from from every phase and and process Likely status: Maintenance, new version 17

18 Service Lifecycle Concept Concept Design Design Transition Transition Operational Operational Improvements Improvements Retired Retired Version 1 of of the the service may may still still be be live live while version 2 of of the the service is is being deployed Once the the service is is retired, it it is is removed from from the the business view view of of the the catalog. However, it it may may still still be be part part of of the the technical view view of of the the catalog Likely status: Retired 18

19 Implementing ITSM In Phases Service Portfolio What Service Catalog Plan changes or investments to the Service Portfolio Service Pipeline Service Design Considerations Manage Service Change Risk Service Lifecycle Manage or Retire Services Efficiently and Effectively to the Customer Initiation Analyze/Design Build/Test Implement/Stabilize Close Svc Strategy Svc Design Svc Transition Svc Operation & CSI Strategy Service Lvl Mgt Trns Plan & Supt Event Mgt Service Lvl Mgt Demand Mgt Service Cat Mgt Change Mgt Incident Mgt Service Cat Mgt How Portfolio Mgt Availability Mgt Capacity Mgt Rel & Dep Mgt Eval Mgt Problem Mgt Access Mgt Availability Mgt Capacity Mgt Info Sec Mgt Val & Test Mgt Req Fulfl Mgt Info Sec Mgt Svc Cont Mgt SA & Config Mgt Knowledge Mgt Svc Cont Mgt Supplier Mgt Service Desk Supplier Mgt SA & Config Mgt Demand Mgt Continuous Improvement Financial Management IT Governance 19

20 Implementing ITSM In Phases Service Portfolio What Service Catalog Plan changes or investments to the Service Portfolio Service Pipeline Service Design Considerations Manage Service Change Risk Service Lifecycle Manage or Retire Services Efficiently and Effectively to the Customer Initiation Analyze/Design Build/Test Implement/Stabilize Close Svc Strategy Svc Design Svc Transition Svc Operation & CSI Strategy Service Lvl Mgt Trns Plan & Supt Event Mgt Service Lvl Mgt Demand Mgt Service Cat Mgt Change Mgt Incident Mgt Service Cat Mgt How Portfolio Mgt Availability Mgt Capacity Mgt Rel & Dep Mgt Eval Mgt Problem Mgt Access Mgt Availability Mgt Capacity Mgt Info Sec Mgt Val & Test Mgt Req Fulfl Mgt Info Sec Mgt Svc Cont Mgt SA & Config Mgt Knowledge Mgt Svc Cont Mgt Supplier Mgt Service Desk Supplier Mgt SA & Config Mgt Demand Mgt Continuous Improvement Financial Management IT Governance 20

21 Implementing ITSM In Phases Service Portfolio What Service Catalog Plan changes or investments to the Service Portfolio Service Pipeline Service Design Considerations Manage Service Change Risk Service Lifecycle Manage or Retire Services Efficiently and Effectively to the Customer Initiation Analyze/Design Build/Test Implement/Stabilize Close Svc Strategy Svc Design Svc Transition Svc Operation & CSI Strategy Service Lvl Mgt Trns Plan & Supt Event Mgt Service Lvl Mgt Demand Mgt Service Cat Mgt Change Mgt Incident Mgt Service Cat Mgt How Portfolio Mgt Availability Mgt Capacity Mgt Rel & Dep Mgt Eval Mgt Problem Mgt Access Mgt Availability Mgt Capacity Mgt Info Sec Mgt Val & Test Mgt Req Fulfl Mgt Info Sec Mgt Svc Cont Mgt SA & Config Mgt Knowledge Mgt Svc Cont Mgt Supplier Mgt Service Desk Supplier Mgt SA & Config Mgt Demand Mgt Continuous Improvement Financial Management IT Governance 21

22 Implementing ITSM In Phases Service Portfolio What Service Catalog Plan changes or investments to the Service Portfolio Service Pipeline Service Design Considerations Manage Service Change Risk Service Lifecycle Manage or Retire Services Efficiently and Effectively to the Customer Initiation Analyze/Design Build/Test Implement/Stabilize Close Svc Strategy Svc Design Svc Transition Svc Operation & CSI Strategy Service Lvl Mgt Trns Plan & Supt Event Mgt Service Lvl Mgt Demand Mgt Service Cat Mgt Change Mgt Incident Mgt Service Cat Mgt How Portfolio Mgt Availability Mgt Capacity Mgt Rel & Dep Mgt Eval Mgt Problem Mgt Access Mgt Availability Mgt Capacity Mgt Info Sec Mgt Val & Test Mgt Req Fulfl Mgt Info Sec Mgt Svc Cont Mgt SA & Config Mgt Knowledge Mgt Svc Cont Mgt Supplier Mgt Service Desk Supplier Mgt SA & Config Mgt Demand Mgt Continuous Improvement Financial Management IT Governance 22

23 Implementing ITSM In Phases Service Portfolio What Service Catalog Plan changes or investments to the Service Portfolio Service Pipeline Service Design Considerations Manage Service Change Risk Service Lifecycle Manage or Retire Services Efficiently and Effectively to the Customer Initiation Analyze/Design Build/Test Implement/Stabilize Close Svc Strategy Svc Design Svc Transition Svc Operation & CSI Strategy Service Lvl Mgt Trns Plan & Supt Event Mgt Service Lvl Mgt Demand Mgt Service Cat Mgt Change Mgt Incident Mgt Service Cat Mgt How Portfolio Mgt Availability Mgt Capacity Mgt Rel & Dep Mgt Eval Mgt Problem Mgt Access Mgt Availability Mgt Capacity Mgt Info Sec Mgt Val & Test Mgt Req Fulfl Mgt Info Sec Mgt Svc Cont Mgt SA & Config Mgt Knowledge Mgt Svc Cont Mgt Supplier Mgt Service Desk Supplier Mgt SA & Config Mgt Demand Mgt Continuous Improvement Financial Management IT Governance 23

24 CMDB Logical Model Of IT Services Starting Point For A Hierarchy Of Services Logical: Logical: Logical: Physical: Platform (HW) (Exchange) Server 1 Software (Exchange) Exchange SW Service System (Exchange) Databases (Exchange) SQL DB System (Lotus Notes) Documents (Exchange) Policy Size Limit Distinction between logical and physical Configuration Items Logical: Subsystems and above Physical: Components and below Tiered representation by vertically packaging design classes: Server 2 Server 3 Service System Subsystem Component 24

25 Service Catalog: Depicting The Service Hierarchy Business Service Catalog Business Process 1 Business Process 2 Business Process 3 Service A Service B Service C Service D Service E Support Services Hardware Software Applications Data Technical Service Catalog Based on OGC ITIL material. Reproduced under license from OGC 25

26 Service Categories Example IT Services IT Sub Services CORPORATE IT * 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 Application Based Services Provides 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. Desktop Services Provides IT customers with the desktop tools required to fulfill their day to day responsibilities. Shared Services Provides IT customers with the required technical infrastructure to enable them to function in 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 Product Research & Development Services Sales & Marketing Mgmt Services Product Manufacturing Services Customer Support Services Data Centre Services Web Hosting Services Standard Devices Mobile Devices Data LAN WAN Teleconferencing Service Management IT Project & Portfolio Management IT Support Procurement Organizational Development Services Customer Access Services Document Management Services Administration Services Financial Management Services Business Information Warehouse & Reporting Services Legal Services Imaging Services Desktop Phone Services Desktop Management Telephony Storage File / Print Internet Employee Information Portal Instant Messaging Voice Mail Mobile Messaging Fax Services Security Management System Architecture IT Planning Vendor & Service Provider Management IT Training IT Service Continuity Applications Development IT Consulting IT Financial Management Event Technical Management 26

27 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 27

28 Perspective, Perspective, Perspective Business Manager End User Service Level Manager Service Catalog view is role or profile based Service Catalog Service Desk Analyst Partner / Supplier Technical Management 28

29 Sample Contents Of A Service Catalog Item Service Description Main /Users Functionality Availability User Support Development Security Training Data Integrity Disaster Recovery Restrictions/Constraints Technical Requirements Question Answered What do you get as a customer of this service? Who are the main users of the service? What are the main functions of the service or application? When is the service or application available? When and from whom is support provided? How can I request a change of the functionality of the service? How can I request access to this service or application? How can I request training for the use of the application? How are back-ups and (monthly) maintenance arranged? What happens in the case of a disaster? What are the restrictions and constraints for the service? What are the technical requirements for using the service? 29

30 Difference Between Service & Service Request Catalog 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 SkyHigh Service Catalog INSTRUCTIO NS Access is role or profile based Business Manager Service Requests provisioned through a unique Catalog End-user 30

31 Win A Copy Of The Service Catalog Book Send An To: j.probst@pinkelephant.com 31

32 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 32

33 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? 33

34 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 34

35 SUCCESs The 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 35

36 Download The White Paper 36

37 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 37

38 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 38

39 itsmf USA 4 th 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 to: academicforum2009@gmail.com 39

40 Questions? Celebrating 20 Years Of ITIL Experience! 40