Service Desk Consolidation Project

Transcription

1 Jonathan Marks Project Manager IT Services - delivering responsive, innovative IT ICT Forum 25 June 2014

2 Aims: - To bring together the s of IT Services into a consolidated service which incorporates consolidated business processes a software toolset that are used across all the service desks To create a solution of business processes and software toolset which can be expanded to embrace use by units (departments and colleges) of the university who wish to join in Consolidation Project Page 2

3 Name Department Role Notes John Ireland IT Services Director of Customer Services Project Sponsor Philippa Days IT Services Jeffrey Thomas IT Services Interim Director of Projects and Services Director of Administrative IT Services Ian Teasdale IT Services Manager Senior User Den Moore Gerard Robinson Karen Wells AAD IMSU Worcester College Project Board Head of Student Information & Financial Support Deputy Director IMSU IT Manager Worcester College Steve Gardner n/a Frontrange UK Director Senior Supplier Jonathan Marks IT Services Project Manager Secretary of Project Board Consolidation Project Page 3

4 Jonathan Marks Ian Teasdale Andy Goff Louise Piper Roberta Burtsal Katherine Craddock Maggie Howe Riaz Khimji Jemima Spare Stuart Robeson Tony Brett Jane Littlehales Caroll Mitchell Diane Mitchell Project Team Project Manager Incident Management and Problem Management Change Management Request Fulfilment Process Analyst Banbury Road, System Administrator Blue Boar Court NSMS Telecoms Banbury Road, System Administrator ITS3 (representing distributed IT support staff) Communications Training Admin Support Consolidation Project Page 4

5 Where are we now? Well into implementation phase Consolidation Project Page 5

6 Frontrange HEAT SaaS Consolidation Project Page 6

7 What are we doing now? Collecting data about teams and services as reference data for the toolset Ian Teasdale Andy Goff Louise Piper Roberta Burtsal Incident Management and Problem Management Change Management Service Request Fulfilment Business Analyst Communication with stakeholders in IT Services Consolidation Project Page 7

8 What are we going to do? Process Design Training & Scoping Config & Testing Fundamentals Training Deployment Process Review and Sign Off Field Data Categorisations Metrics People data Scoping Workshop with Frontrange Administrator training Configuration of Frontrange HEAT Modules System Testing Integrations User Acceptance Testing Tweaking, testing Roadshows Training Communications Transition Management Information Consolidation Project Page 8

9 When do we start using Frontrange and the new processes? November 2014 for Incident Management, Change Management, Problem Management and Service Request Fulfilment across IT Services Early Adopters - Student Systems Support Centre (SSSC) - September 2014 for Incident Management only Self Service facility for all users available from January 2015 Consolidation Project Page 9

10 Local Support initiates contacts with IT Services Distributed Local ITSS Initiates A ongoing communication A End User 10

11 Process Playback Play back: Gerard Robinson and Karen Wells have been helping us on the project Incident Process with some real life scenarios Others interested? Consolidation Project Page 11

12 Communication Blog IT Services News IT Service pre-term round up Thursday 25 th September 2014 Consolidation Project Page 12

13 When can distributed ITSS in university departments and colleges start using Frontrange? No date has been set Two things need to happen: Frontrange to deliver a promised change in their tool to the capability of membership of Organisation Units Project Board gives go-ahead for a successor project In reality Summer 2015? Consolidation Project Page 13

14 Consolidation Project Page 14