The University s IT Helpdesk will be implementing a new IT service management solution that helps to facilitate ITIL, a widely accepted best practice

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1 The University s IT Helpdesk will be implementing a new IT service management solution that helps to facilitate ITIL, a widely accepted best practice framework. This talk will give a brief introduction to the ITIL framework and explain why the University is moving in this direction, who has received training in ITIL and how it is anticipated to affect the service delivery culture in the University. We will also talk about the software chosen (Cherwell) to deliver this customer service and asset management solution, the selection process for this software and how the software will be implemented. We will then conclude and have five minutes for questions

2 ITIL therefore I am - believing in a new framework, realising through Cherwell Tim Warren AVS Team Leader, Russell Hannan IT Helpdesk Coordinator 17 April 2014 V1.0

3 Who are we? Tim Warren AVS Team leader Russell Hannan - IT Helpdesk Coordinator 3

4 What is ITIL? Set of guidelines based on best practice, non prescriptive Developed by the UK Government in the 1980 s, revised in 2001 and 2007 A framework for planning, delivering, and supporting IT Services A method of improving customer satisfaction A means of improving efficiency and reducing costs 4

5 How will we Use ITIL? Logging of Incidents/Service Requests Identifying Problems Change Management Improved Service Delivery Asset management 5

6 Why did we choose ITIL? Globally recognised as best practice, and non prescriptive. Used as a good starting point for any IT environment Can work within any organisation 6

7 How can ITIL Benefit ISS? Better customer experience Process transparency and consistency Efficiency Ability to produce reports Trend analysis Resource allocation 7

8 How can ISS utilise ITIL Principles effectively? Training - ITIL Certification Implementation of IT Service Management Software 8

9 Why do ISS need Cherwell? ITIL compliant IT service management software A single coherent place to store all incidents and service requests. Customers can sometimes get bounced around the department in different ways but still reach the same conclusion. The ability to report, analyse, and plan. 9

10 How did we decide? Recommendations from UCISA Personal recommendations Set-up implementation group Shortlisted Direct comparisons for our service needs Demonstrations Panel Decision 10

11 Why did we say no? Explain what software/itil processes have not made the final cut, it may be that they will be included at a later stage. It may be that they are completely out of scope. 11

12 What we have learned Plan to Plan Create and in depth project plan with clearly defined tasks from the start. This is something that we did not manage first time we attempted a more ad hoc approach. 12

13 What we have learned Communication Plan A communications plan should be documented and scheduled to inform all stakeholders of progression. No news is bad news 13

14 What we have learned Create a Steering Group The Steering Group should provide strategic direction for the project. Implementing department wide change can be a political mind field, consider this when selecting Steering Group. 14

15 What s needed for success Staff buy in Utilising the communications plan effectively Involve the right people. 15

16 Set realistic timescales Everyone has a day job Think of the academic calendar Allow for slippage 16

17 Don t underestimate the value of post it notes.. 17

18 What s Next? Complete the configuration of Cherwell Software Training Phased Roll-out Explore Trend Patterns Implement continual service improvement 18

19 Find Out More Contact information: Tim Warren AVS Team Leader Russell Hannan IT Helpdesk Coordinator Facebook issessex Twitter essexiss 19

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