Challenges solutions and lessons learnt in 7 years

Agenda Introduction Bringing services on board User experience Tool configuration Conclusion and Future 10

1. Introduction 100000 80000 60000 40000 20000 0 Q 1 2011 Q 2 2011

2. Bringing services on board Service Catalogue • • • Two dimensional catalogue splits

2. Bringing services on board Single process set • A single and simple set

2. Bringing services on board Positive outcome examples Data Centre Hardware repairs CERN Hotel

3. User experience Same process set for all tickets: No matter the interface: Service

3. User experience Incident vs Request Different processes are needed • But should have

3. User experience Ticket Feedback Before 10 July 2018 After ©CERN CC-BY-SA 4. 0

3. User experience Ticket Feedback 10 x more user feedbacks • 12% of users

4. Tool configuration Customise vs Extend vs Out of the box Customise Extend Out

More topics: Will be covered in the paper: • • • Change Problem SLAs

5. Conclusions 1 2 3 Common process and catalogue enables scalability Hide complexity from

Current and future challenges Current challenges: Data Privacy Protection / GDPR • New Service

Thank you! Any questions? Many thanks to: - Barbara Brugger, Catherine Delamare, Eric Lienard,

Slides: 15

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Challenges, solutions and lessons learnt in 7 years of Service Management at CERN David Martin Clavo CERN, IT Department, Computing Facilities Group, Service Management section 10 July 2018 ©CERN CC-BY-SA 4. 0

Agenda Introduction Bringing services on board User experience Tool configuration Conclusion and Future 10 July 2018 ©CERN CC-BY-SA 4. 0 2

1. Introduction 100000 80000 60000 40000 20000 0 Q 1 2011 Q 2 2011 Q 3 2011 Q 4 2011 Q 1 2012 Q 2 2012 Q 3 2012 Q 4 2012 Q 1 2013 Q 2 2013 Q 3 2013 Q 4 2013 Q 1 2014 Q 2 2014 Q 3 2014 Q 4 2014 Q 1 2015 Q 2 2015 Q 3 2015 Q 4 2015 Q 1 2016 Q 2 2016 Q 3 2016 Q 4 2016 Q 1 2017 Q 2 2017 Q 3 2017 Q 4 2017 Q 1 2018 Q 2 2018 LHC Operation phase: more users, less staff Service Management growth Human Incidents Computing Monitoring Incidents 2000 1600 1200 800 400 0 20 1 1 20 12 20 13 20 14 20 15 20 16 20 17 20 18 25000 20000 15000 10000 5000 0 Requests Unique Callers 10 July 2018 ©CERN CC-BY-SA 4. 0 Supporters 3

2. Bringing services on board Service Catalogue • • • Two dimensional catalogue splits the what from the how Original challenge: convince service owners of value Catalogue size per year Solution: • Initial big bang + review • Now: step-by-step, handholding • Continuous improvement and maintenance of the catalogue are critical 1000 800 600 400 200 0 2010 IT 10 July 2018 EP 2011 RCS-SIS 2012 SMB ©CERN CC-BY-SA 4. 0 2013 FAP IPT 2014 HR 2015 HSE BE 2016 EN TE 2017 IR DG 4 2018 PF

2. Bringing services on board Single process set • A single and simple set of processes enables scalability • Services typically added in ½ day • Opposite: “island” organization • Increased overhead • Different workflows • Ticket conversions IT Service Management HR Facilities 10 July 2018 Finance ©CERN CC-BY-SA 4. 0 5

2. Bringing services on board Positive outcome examples Data Centre Hardware repairs CERN Hotel Operation (k. CHF) 6'000 5'000 4'000 3'000 2'000 1'000 2013 2014 2015 Revenues 10 July 2018 2016 2017 Charges ©CERN CC-BY-SA 4. 0 6

3. User experience Same process set for all tickets: No matter the interface: Service Portal, Service Desk, E-mail… the resulting ticket is the same • Simple process: easier to scale • Single process, catalogue, point of contact for users • Service Portal Service. Now Service Desk Service Management HR IT Facilities Finance 100% Tickets by report type, relative 50% Challenge: usage of mail still important, though decreasing 10 July 2018 0% 2011 ©CERN CC-BY-SA 4. 0 2012 2013 2014 2015 2016 2017 2018 7

3. User experience Incident vs Request Different processes are needed • But should have been hidden better from end users • • Would have been possible to fix after 2 -3 years (with significant work), but impossible now due to integrations • Ideal: unique identifier, no converstion between INC and RQF, field to differentiate and drive processes 10 July 2018 ©CERN CC-BY-SA 4. 0 8

3. User experience Ticket Feedback 10 x more user feedbacks • 12% of users now give feedback on tickets • Challenge: service quality evaluation, not only ticket handling evaluation. 10 July 2018 ©CERN CC-BY-SA 4. 0 10

4. Tool configuration Customise vs Extend vs Out of the box Customise Extend Out of the box • Modify what is • Build new functionality. • Do not modify or build provided out of the box Do not modify existing functionality • Some headstart, but • Easier upgrades • No upgrade trouble, upgrade trouble! but unsatisfied users and supporters! Lesson learnt: if you need to modify, extend instead of customise! 10 July 2018 ©CERN CC-BY-SA 4. 0 11

More topics: Will be covered in the paper: • • • Change Problem SLAs Quality and Contract management Knowledge Base • • • Data Privacy Protection / GDPR User Interface evolution: new Service Portal Work Management CMDB Integrations Data Centre and Service monitoring and status: poster #175 10 July 2018 ©CERN CC-BY-SA 4. 0 12

5. Conclusions 1 2 3 Common process and catalogue enables scalability Hide complexity from users Extend instead of customise your platform 10 July 2018 ©CERN CC-BY-SA 4. 0 13

Current and future challenges Current challenges: Data Privacy Protection / GDPR • New Service Portal: UI improvement for end users • Future challenges: Service Status Board enhancements (subscriptions) • AI for automatic classification, agent assist • 10 July 2018 ©CERN CC-BY-SA 4. 0 14

Thank you! Any questions? Many thanks to: - Barbara Brugger, Catherine Delamare, Eric Lienard, Isabel Fernández González, Mats Moller, Nicole Cremel, Olaf van der Vossen, Reinoud Martens, Zhechka Toteva - All other present and past members of the Service Management and Service. Now teams - All of our users david. martin. clavo@cern. ch snow-team@cern. ch 10 July 2018 ©CERN CC-BY-SA 4. 0