Paving the Way to Improve

Transcription

1 Paving the Way to Improve IT Service Management Keith Davis IT Customer Relations Office Service Desk TxDOTNow System Administrator October 16, 2012

2 Want A New, Easy to Use, End-User IT Portal? 2

3 Unlimited Possibilities to Grow the Service Catalog! 3

4 Empower Users with Easy Knowledge Access? 4

5 Allow Users to Easily Track Their Request Status? 5

6 Significantly Enhance IT Staff Tools? 6

7 Then, Welcome to TxDOTNow! with assistance from our Corporate Partner 7

8 Topics IT Infrastructure Library (ITIL) IT Service Management (ITSM) Best Tool for the Job - TxDOTNow Previous Distributed Model Why Change? New Virtualized Central Service Desk Current State of Affairs Bumps in the Road Short-Term Goals Long-Term Goals Expected Results for End-Users 8

9 What Is ITIL? ITIL Best practices originally developed by the British Standardize processes to optimize use of IT resources Collaborate with customers on Service Level Agreements (SLAs) Scalable to any size organization Proven by many types of industry and organizations 9

10 What Is ITIL? ITIL Processes should not be inherently bureaucratic Delivering value to customers Facilitating outcomes users want TxDOT hired ITIL Process Engineer to make best use of ITIL Trained TxDOT project team members using virtual and hands-on tools Adaptable to TxDOT needs 10

11 What Is ITSM? ITSM Provide services of value to customers Quality IT services that meet business needs Geared toward process improvement Common sense best practices and tools 11

12 Best Tool for the Job ServiceNow (TxDOTNow) selected as best tool for TxDOT ServiceNow won competitive TxDOT requirements competition Access from any Internet connection Excellent development and implementation support Ability to efficiently expand and tailor features Proven success with numerous large global corporations DeLoitte US Dept. of Energy 12

13 Previous Distributed Model End-users requested service from local IT support at DDOR level 25-Districts and more than 25 Divisions and Offices Area Office SMEs Regional IT Maintenance Office OPRs Central IT Payroll Contractors Vouchers Travel 13

14 Why Change? New Virtualized ITIL/ITSM Centralized Service Desk Improves collaboration with: Incident Management Problem Management Root Cause Analysis Knowledge Management Configuration Management Service Catalog Management Change Management Release Management Continuous Service Improvement 14

15 New Virtualized Central Service Desk Larger pool of talent within the Central Service Desk triage group Many issues can be solved virtually without hands-on FIN SME CST SME GSD SME Enduser Enduser BRG SME ROW SME Central Service Desk Enduser Enduser IOD SME DES SME Enduser Enduser 15

16 Current State of Affairs TxDOTNow implemented statewide in September 2012 Includes Incident, Service Catalog, Problem, and Knowledge modules Training for end-users and IT staff provided/conducted Improved feedback and interactive processes from/to users Continue to use an industry standard HDI/CSI Survey provider Enhanced notifications with numerous opt-out options 16

17 Current State of Affairs Configuration Management Database (CMDB) Ongoing project to significantly enhance data Approximately 2 million data records that currently identify Workstations Workstation software Some servers Ongoing effort to add additional server, network, and device information 17

18 Overcoming Bumps In the Road Need for quick results Ability to implement in preparation for next legislative session Used fast-paced Agile Scrum project techniques Daily 15-minute Scrum meetings to stay on track Developed cadre of six System Administrators and subject matter experts Accommodating organizational changes within system processes Determining best fit for IT staff Identifying skill sets Placing staff with appropriate skill sets into appropriate groups 18

19 Overcoming Bumps In the Road Belief by end-users that problems cannot be solved remotely Perception of less intimate customer interaction Belief that end-users cannot be empowered to solve some IT problems Belief that end-users can solve all IT problems Realizing sufficient ITIL and ITSM staffing Consideration for contract ITIL/ITSM talent Learning opportunity Proof of value prior to potential FTE position 19

20 Short-Term Goals Optimize roles of IT personnel Build out the CMDB Identify skill set categories Improve referential ability to correlate IT issues to specific components Devices, services, software, etc. Standardize and document support processes Create and provide relevant IT metrics and reports 20

21 Short-Term Goals 21

22 Long-Term Goals Implement Change Management component Improve visibility of changes Reduce likelihood of problems when changes are made Implement Release Management component Improved management of system updates IT Continuous Service Improvement Create robust Service Level Agreements with customers 22

23 Long-Term Goals Catalog items that allow users to request Computers Software Smartphones Portable Devices Automated IT procurement approval Enhanced application tracking and management 23

24 Expected Results Faster and more efficient support to end-users Quickly identify experts, associated devices and software Automated workflow routes user requests to appropriate approvers Better understanding of the value of IT How IT supports TxDOT goals and business needs How can value be improved Improved culture to provide the best IT Services of any state agency 24