Structuring Information Management (IM) around a Service Centric Framework. Date: 6th May Ian Mckirdy
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1 Structuring Information Management (IM) around a Service Centric Framework Date: 6th May Ian Mckirdy
2 Information Management (IM) Service Management Approach to Service Portfolio and Service Catalog IM Service Management Old and New process Possible Expansion of Non-IM Services Improvement in Workflows Service Catalog Metrics Conclusions
3 IM Service Management Approach
4 IM Service Management Approach 1.0 Identify Service Group and Groupings
5 IM Service Management Service Portfolio 2.0 Establish a work plan for each Service Yearly Planning phase, forecast costs
6 IM Service Management Service Portfolio 2.1 Identify Costs for each service Projects Applications Service Activities
7 IM Service Management Service Portfolio 2.2 Map Budget and work packages to Services Track costs to the services throughout the year
8 IM Service Management Service Catalog 3.0 Understand and define what request items the Services have to offer Front and Back office request items
9 IM Service Management Service Catalog 3.1 Define Standards for the Services Set Expectations Publish these standards on the Service Catalog
10 IM Service Management Service Catalog 3.2 Map out the work flow for correct and efficient routing for service requests INL User Makes Request for Web Application Design and Develop Website IM Services Application Service Front Requests for hosting environment (Cloud, VM, Physical) Provides Hosting Environment IM Services Hosting Service Back Provides Network Security Requests firewall rule for secure hosting IM Services Network Service Back
11 IM Service Management Service Catalog 3.3 Design and Configure the Service Catalog
12 IM Service Management Old Approach Old IM Service Model INL Users Workplace Support Remedy Call Help Desk Help Desk Technical Support Field Services - Desktops, Client Devices Incident Management Request Ticketing System On closeout of ticket inform user
13 IM Service Management New Approach New IM Service Model INL Users ServiceNow Service Catalog Incident Management Request Ticketing System Call Help Desk Workplace Support Help Desk Technical Support Field Services - Desktops, Client Devices IM Services Configured around services not organizations Continuous tracking across service boundaries
14 Service Management Possible Future State Service Catalog for INL services Consolidated Help Desks & Requests Call Help Desk Workplace Support Help Desk Technical Support INL Users ServiceNow Service Catalog Incident Management Request Ticketing System IM Services HR Services Facility & Site Services Laboratory Protection Services ES&H Services
15 Service Management Future State First Steps Onboarding New Hires - Why Poor coordination between Support Organizations Finding out start date too late no office, no computer equipment, phone etc. Cross Organizational Initiative HR, Campus Development, Physical Security, Medical, Bus Operations, Information Management Highly Visible Project to Show Case the Service Catalog
16 Service Management Future State First Steps Onboarding New Hires Created a push via a request from managers Parallel workflow with updates for Support Organizations
17 IM Service Management Improvements to Workflow
18 IM Service Management Catalog Metrics - Volume
19 IM Service Management Catalog Metrics - Volume
20 IM Service Management Services Health Score Card Dashboard
21 IM Service Management Services Health Score Card Criteria
22 IM Service Management Services Health Score Card
23 IM Service Management Conclusions Many steps to configuring a Service Portfolio and Service Catalog (up front time and effort) True benefit is in refactoring internal processes, understanding your business, not just a new tool Benefit of the Service Portfolio is a better understanding of Service costs and activities (Predictive behavior) Service catalog with work flow improves internal processes, and work tracking (Incident, Request management) INL user should experience greater transparency into incidents and request (through tracking and standards - expectations)
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