SESSION 105 Monday, November 2, 10:15am - 11:15am Track: Industry Insights

Transcription

1 SESSION 105 Monday, November 2, 10:15am - 11:15am Track: Industry Insights We Are the Service Management Office at Penn State John Williams Director of Service Management Office, Penn State University JWilliams@psu.edu Session Description Join the director of Penn State s service management office (SMO) as he recounts the eighteen-month journey of creating the SMO and working with the IT Transformation Team on the phased adoption of eleven ITSM processes across five units. Attendees will be taken from inception to the current implementation of the SMO, and discover the lessons learned, inevitable mishaps, revelations, and ultimate benefits (Experience Level: Intermediate) Speaker Background John Williams is currently the director of the service management office at Penn State University. After serving as a data systems officer in the US Marine Corps, John was employed as a computer security analyst working on federal government contracts. He joined Penn State University in the mid-1990s, where he ran the administrative computing support center, which later merged with other units over time to form Penn State s IT service desk.

2 We Are the Service Management Office at Penn State John Williams Director of Service Management Office The Pennsylvania State University

3 Penn State University (2014 stats) Founded in Campuses (18 Colleges) Penn State World Campus 17,000 Faculty and Staff 95,973 Students 126,450 Applications 174,379 Alumni Association Members 64 IT Units Applied Research Lab Auxiliary and Business Services College of Agricultural Sciences College of Arts and Architecture College of Communications College of Education College of Engineering College of Health and Human Development College of Information Sciences and Technology Computer Science and Engineering Development & Alumni Relations Dickinson School of Law Earth & Mineral Sciences Eberly College of Science Graduate School Information Technology Services Intercollegiate Athletics Internal Audits Liberal Arts Office of Corporate Controller Office of Global Programs Penn State IT Penn State Greater Allegheny Office of Human Resources Penn State Harrisburg Office of Physical Plant Penn State Hazleton Office of Sponsored Programs Penn State Hershey Medical Center Office of Student Aid Penn State Lehigh Valley Office of the Bursar Penn State Mont Alto Office of the President Penn State New Kensington Office of the VP for Academic Affairs Penn State Schuylkill Office of the VP for Educational Equity Penn State Shenango Valley Office of VP for Commonwealth Campuses Penn State Wilkes-Barre Office of VP for IT Penn State Worthington Scranton Outreach Information Technology Penn State York Penn State Abington Registrar's Office Penn State Altoona Schreyer Honors College Penn State Beaver Smeal College of Business Penn State Berks Student Affairs Penn State Brandywine Undergraduate Education Penn State Brandywine University Budget Office Penn State DuBois University Health Services Penn State Erie - Behrend University Libraries Penn State Fayette - Eberly University Outreach Penn State Great Valley University Relations

4 Penn State IT 8 ITS Sub-Units AIS DC IdS SaS SOS TLT TNS VP for ITS/ITComm/ITPlanning/HR Penn State IT IT Leadership Council Each Unit had it s own Helpdesk ITS ran a central Service Desk Core services General computing questions Knowledge Base 24/7 operation 300,000 tickets a year

5 Central Core Services Decentralized IT Large Ship???? Armada IT at Penn State Information Technology Transformation (ITX) The Penn State Service Management Program

6 Starting Point Evaluation Report Plan ITX Plan

7 Organization Process Workshops The Who Representation Pilot Outreach Adopters ITS Smeal Harrisburg York Process Managers Service Desk Managers Operation Center Managers Network Services Managers Compute Services Managers Storage Services Managers Application Services Managers Data Services Managers Incident Change Service Request Service Catalog Service Portfolio Project Portfolio Resource Portfolio Problem Knowledge Process Workshops The What Purpose Value Scope Priority Targets Types Categories Roles and Responsibilities Policy Process Procedures State and Status Key Performance Indicators

8 Process Workshops The When January 28 30: Incident February 11 13: Change February 25 27: Service Request March 11 13: Service Catalog March 25 27: Service Portfolio April 8 10: Portfolio Project April 22 24: Talent Portfolio May 6 8: Problem May 20 22: Knowledge Tuesday, Wednesday, Thursday 10:00 a.m. to 2:00 p.m. Eastern Lunch is included Additional workshops have been planned beyond the pilot for early adopters Process Workshops The Why It s about the journey not just the destination Guiding document Auditable documentation Input into training Business requirements for tools and reporting

9 Process Workshops The How Workshop KEEP IT SIMPLE 30,000 Foot Level Brevity not War and Peace Facilitated walkthrough documentation Open discussion Red-line the document Assigning a Technical Writer It s NOT about hyphens and semi-colons Action Item list and parking lot list Schedule follow-up breakout sessions for deep dive discussion Reviews Distribute PDF Incorporate feedback Obtain ITLC, ITSCollab, and Vice Provost for IT approval Tool Workshops RFP Collaborative Effort Criteria Spreadsheet Cloud-based Software as a Service Must not look like ITS-Owned.

10 ITX Team Members Meetings Documents Product Owners Process Owners Process Managers Stories Releases Sprints Daily Stand-ups Scrum Process

11 New Process New Process + Collaborative Model + New Tool + Consultant Help Difficult time ahead Where does the Service Management Office fit? From Here to There Office of Administrative Systems Administrative Computing Security Office Access and Security Representatives AIS Support Center

12 Consulting and Support Services Access and Accounts AIS Support Center Computer Accounts Office User Services (IT Service Desk) Access and Accounts Helpdesk Angel Helpdesk Lab Consulting Group July 2012 June 2013 IT Service Desk 309,891 Issues 190,000 Jira Lab Consulting LabMan Lab Central Lab Chat Numbers

13 I Had To Change "How does one become a butterfly? You must want to fly so much that you are willing to give up being a caterpillar." ~Trina Paulus Service Management Office (SMO)

14 SMO Vision Service Management Program Plan Spells out general responsibilities Not really anything to rally around We Are Penn State!!! Ensuring Unity in Diversity But not Borg!!! Maturity Levels Each Unit had a different Maturity Level Sub-units of larger units had different Maturity Levels Different sections of Sub-units had different Maturity Levels Focus on/trust the Process Be patient

15 Communications?? What to communicate Everything Tie back to Program Goals When to communicate Early How to communicate Golden Rule How? How to Communicate Website: Yammer How often? Ask Same for appreciation.

16 InCommon Authentication to Tool Vendor agreed to meet specifications Fought over specifics due to other educational institutions signing a waiver (Encrypted Transfer of specific signature elements) Two-Factor Authentication Domain must be PSU.EDU or owned by PSU. What is a Service????? Start out with a catalog?? Incident/Change Management Maturity Baby Steps Pros and Cons

17 Incident Management Created a temporary list to direct Did not have Services defined. Would have done Service Catalog with IM/CM Assignment Groups were too narrow Implementation of process in tool left some holes Gaming of system Change Process Change 1.0 Needed to know the document Gaming of the system Change 2.0 Tool controlled the process better Closed holes Change 3.0 What s next?

18 SLA or SLA Service Level Agreements Without a Service Catalog?? What has to be in effect? Service Catalog Incident Management Problem Management Change Management Request Fulfillment Knowledge Management Service Definitions Service Category Business Service Service Offering Service Catalog Educause Higher Education IT Service Catalog model

19 Request Fulfillment Unstructured Request handled through IM Structured Request Must be in Service Catalog Phased approach Units wanted very complex Request Simplify (KISS) Reuse Workflows Problem Management Open default module in tool Only pockets of maturity Need for relationship with other processes

20 Knowledge Management Created Knowledge Template Distributed before releasing KM Assigning responsibility Service Owners?? Service Portfolio Project Portfolio Resource Portfolio What s Left? Project Management Service Asset and Configuration Management

21 User Experience Was all across the board White Glove support some places Basic support other places Certain Helpdesks wanted to answer everything Access to systems was not uniform Policies were vague One Service Desk?!? Virtual Service Desk But that s how my people know me. Start out where ever you are. Mount Nittany Protect your Central Desk

22 Dealing with Senior Leadership Know who you are dealing with. Get their attention What is in it for me? Show them the benefit Dashboard Reports No one technique will work with all Technical Emotional Baselines? When to measure. Data wasn t clean at the start. How to handle certain data. Cycles of the University Measuring apples against oranges. Tickets vs Incidents/Request/Changes/Problems What s our ROI? Maturity

23 Scrum Masters Roles Process Owners Process Managers Service Desk Dev Ops Facilitators Training SMO Moving Forward Service Design Plan Branding Communications Plan Open House Speaking at Unit Meetings Reviewing the Business Value

24 Conclusion Questions????

25 Thank you for attending this session. Please don t forget to complete an evaluation form!