Next In Line, Please!
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1 Next In Line, Please! Using an Incident Management Tool to Track Reported Library Issues Sunshine Carter E-Resource Management Betsy Friesen Data Management & Access Library Technology Conference: Wednesday, March 18, 2015
2 Agenda ITSM Overview UofM Libraries UofM Libraries Statistics Lessons Learned Questions
3 IT Service Management The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. -- ITIL Glossary ITIL glossary and abbreviations, English AXELOS Limited. com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf
4 Incident An unplanned interruption to an IT service or reduction in the quality of an IT service. -- ITIL Glossary ITIL glossary and abbreviations, English AXELOS Limited. com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf
5 Incident Management The process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized. -- ITIL Glossary ITIL glossary and abbreviations, English AXELOS Limited. com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf
6 ITSM Tools Available Free: Commercial: Alloy Navigator Jira SalesForce ServiceNow
7 Evolution Incident UofM
8 Environment Potential UM callers 69,221 (52,557, TC campus) 25,166 staff, including graduate assistants (22,523, TC campus) ca. 400 library staff (322, TC campus) Potential incident responders eresource Mgmt (ERM; 6) Data Management & Access (DMA; 9) New library systems
9 Past History Variety of inbound reports (e.g. , inperson, listservs, phone calls) Original trouble ticket system Alloy Navigator Buy not build Technicians included staff in enterprise systems
10 Adoption of ServiceNow UMN Common Good Technology Services U Libraries Adoption, Aug Increase in cost of Alloy Increase in licensed technicians
11 ServiceNow
12 Architecture Business service Service offering Assignment group Assigned to: UM OIT Library Infrastructure Services Data Mgmt & Access (almaprim) Acquisitions & e-resource Mgmt (eresolve) Betsy Friesen / Sunshine Carter
13
14 Adaptation Variety of reporting mechanisms U Libraries Process Google Form Libraries Computer support Channeling the stream Libprivileges@d.umn.edu almaprim@umn.edu eresolve@umn.edu Fixit QuestionPoint questions
15 Guidelines Sender/responder buy-in Service Level Agreement Urgency and Impact = Priority
16 Triage Each service desk has two triage staff Quickly resolve, close or assign using guidelines Revise incident short description First to identify larger issues
17 General Process
18 Statistics
19 Incidents Opened by Desk
20
21 Resolution Time (closed) by Desk
22 Business Resolution Time (closed)
23 Handoffs per Incident by Desk
24 Lessons Learned
25 What have we learned? Collaboration Big picture thinking Our efforts are not trivial New systems = more incidents Issues take time; quick response/resolution takes away from other things Resolution results in pride and accomplishment Unrealized system functionality
26 Benefits Tracking Statistics Staffing & tool needs justifiable Increased visibility and legitimacy Workload: quantifiable and distributed Large-scale issues exposed more quickly History of resolution
27 SLA timer burnout Challenges
28 SLA timer burnout Challenges
29 Challenges SLA timer burnout Managing caller expectation Vendor issues can t be quickly resolved Service offering level predetermined Limited numbers of SN users Not utilizing problems functionality Not utilizing category/subcategory Change management not addressed
30 Opportunities Integration with other systems Knowledge base; creating brief articles of best practices for staff Analysis of incident information Proactive troubleshooting; going beyond our reactive capacity
31 ??Questions?? Sunshine J. Carter Electronic Resources Librarian University of Minnesota Libraries Betsy Friesen Data Management & Access, Director University of Minnesota Libraries
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