IT Service Management Bi-Monthly Awareness Building 9/9/11 1
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
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, E-mail & 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
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
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
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
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
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
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
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
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
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 e-mail message! o! I don t want to buy a server, install the software or set up the network o! I just want e-mail! 9/9/11 12
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
Additional Information Resources!! Questions? ITSM Contact, Brian Newcomb o! newcomb.18@osu.edu or 292-1458!! OCIO ITSM Website o! https://cio.osu.edu/staff/itsm/!! OCIO Business Facing Service Catalog o! http://cio.osu.edu/services!! Service Knowledge Management System (SKMS) o! http://osuitsm.service-now.com or o! https://cio.osu.edu/selfservice/ (Self Initiated Help) 9/9/11 14