IT Service Management

Transcription

1 IT Service Management Bi-Monthly Awareness Building 9/9/11 1

2 IT Service Management FY12 Goals As a result of: 2011 Process Maturity Assessment ITSM Steering Committee Input Requirements of other OCIO Blue Chip objectives and key projects 9/9/11 2

3 Change Management Project Blue Chip o! Q1 Targets: o! Q2 Target: o! Q3 Target: o! Q4 Targets: Release 1 (Enterprise Data Storage, Physical Servers) Release 2 (Virtual Servers, Networking Services, Digital Content Management) Release 3 (Data Center Facilities, Colocation, & Calendar, Video Services, Voice Services) Release 4 (Database, Middleware, Scheduling, Instructional Technology Services, Media Services, IT Security Services) Release 5 (Client Support, Application Services, Account & ID Management Services, Software Services, Technology Resources) Anchoring 9/9/11 3

4 IT Service Continuity Management o! Q1 Targets: o! Q2 Targets: Provide ITIL aligned process documentation (high level) Identify lead resource for DR (fill position) Define Requirements for FY12-13 in DR Identify roadmap for ITSCM/Disaster Recovery efforts through FY13 o! Q4FY12 Q4FY13 Draft Targets: (depends on requirements/ roadmap in Q2) Document current DR plans (in task based, actionable form such as a WBS or project plan) Define a process for updating these plans as additional DR capabilities or resources become available Integrate DR/ITSCM with Change Management (have key resource involved in CAB) Perform a Business Impact Analysis to recommend next steps for DR/ITSCM improvements 9/9/11 4

5 Asset and Configuration Management o! Q1 Target: Define requirements of the process and CMDB for support of FY12 Blue Chips (i.e. Server Patch and Vulnerability Management) o! Q2 Draft Targets (depends on Q1 requirements): Define architectural approach for CMDB/CMS Define scope for FY12 to set appropriate level and depth of CMDB o! Q3 Draft Targets (depends on Q1 requirements): Define controlled v. uncontrolled CI s Implement discovery tools for datacenter servers and key network equipment Define responsible owner for each datacenter asset Ensure integration of asset data with change management process 9/9/11 5

6 Problem Management o! Q1 Targets: Hold training sessions and launch process Establish standards and dedicated resource for trend analysis/ incident trending Define what will be treated as a Problem and who can declare a Problem (and commit the resource expense to work it) o! Q2 Target: Release 1 (areas included to be determined by senior leaders) Integrate reporting and metrics into monthly operating meeting Repeat Training and Launch for other areas not included in Release 1 as needed at agreed, future, time 9/9/11 6

7 Request Fulfillment o! Q1 Targets: o! Q2 Target: o! Q4 Targets: Hand off process to a Owner/Manager Begin to define items available with each service and provide visibility, tracking, and reporting Provide end user self service for request entry/tracking Reduce Incidents marked as service request (Goal 50%) Reduce analyst assisted service request entry (Goal 25% - i.e. 25% of total requests initiated via self service) 9/9/11 7

8 Service Strategy o! Q1 Targets: Define a process for making strategic decisions around the creation of services Deliver a documented process o! Q2 Targets: Tool the Service Knowledge Management System (Service-Now) to match process Provide organizational change management, education and awareness of OCIO staff 9/9/11 8

9 Core Concepts of ITSM o! Q1 Target: Begin to Provide training and org change to Service Owners (including SLM process) o! Q2 Target: Establish revised position descriptions for Service Owners o! Q3 Targets: Provide additional ITIL Foundations certification to the OCIO Provide ITIL manager level certification course to key OCIO resources o! Q4 Target: Provide continuous re-enforcing awareness and training for current and new processes 9/9/11 9

10 Test Your ITSM Knowledge Do you know the answers? What is ITSM? How do we define a service? How do we define value? Where can I find the OCIO Service Catalog? test your ITSM knowledge is a refresher that is repeated in every update 9/9/11 10

11 What is IT Service Management?!! ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services!! Remember: only services that are readily active and available to the customer (Operational) can provide any value 9/9/11 11

12 How do we define a Service?!! A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks o! I want to send an message! o! I don t want to buy a server, install the software or set up the network o! I just want ! 9/9/11 12

13 How do we define Value?!! Value from a customer perspective consists of: o! Utility = Fit for purpose!! Does a service do what is it supposed to do? o! Warranty = Fit for use!! Is the service available when needed? o! Value is only created when both utility and warranty exist 9/9/11 13

14 Additional Information Resources!! Questions? ITSM Contact, Brian Newcomb o! or !! OCIO ITSM Website o! OCIO Business Facing Service Catalog o! Service Knowledge Management System (SKMS) o! or o! (Self Initiated Help) 9/9/11 14