Computing All Hands Service Management Tammy Whited Computing

Computing All Hands – Service Management Tammy Whited Computing All Hands 20 February 2015

Service Management Office Update Service Management provides a set of common IT management processes to ensure that we are managing our services in a consistent manner. Computing strives to provide the services needed by our customers in a cost effective and efficient manner and to add value that supports our customers in meeting the mission of the laboratory. 2 Tammy Whited| Computing All Hands 9/26/2020

Service Management Office Update • Service Management Team – ITIL Process Owners – Business Liaisons – Scientific Liaisons (Scientific liaison coordinators: Margaret Votava and Jim Amundson) – Service Owners and Service Providers – Each of you Service Management site: https: //fermipoint. fnal. gov/organization/cs/ocio/sm/Site. Pages/Home. aspx 3 Tammy Whited| Computing All Hands 9/26/2020

Process Owners Process Availability Management Business Relationship Management Capacity Management Change Management Communications Management Configuration Management Continuous Service Improvement Financial Management Incident Management Information Security Knowledge/Document Management Problem Management Release Management Service Continuity Management Service Level Management Supplier Management 4 Tammy Whited| Computing All Hands Process Owner Keith Chadwick Rolando Ramos Robert Harris Michael Kaiser Marcia Teckenbrock Julie Trumbo Tammy Whited Valena Sibley Anthony Donzelli Irwin Gaines Marcia Teckenbrock Gerald Guglielmo Michael Kaiser Keith Chadwick Brian Mckittrick Richard Kautz 9/26/2020

Integration with other Governance Processes CAS - Information Management: https: //web. fnal. gov/organization/cas/Pages/m 10. aspx 5 Tammy Whited| Computing All Hands 9/26/2020

Accomplishments 2014 • ISO 20000 surveillance audit – Resolved non-conformities from 2013 – No new non-conformities – Certified new service areas • Data Center Facilities • Scientific Collaboration Tools • Scientific Computing Systems – Service Management System Plan • • 6 Scientific Computing Onboarding New service onboarding Technical Scope of Work (TSW) for Experiments Project Module in Service. Now Tammy Whited| Computing All Hands 9/26/2020

2015 Audit Scope 2012: Initial Registration 2013: 1 st Continuous Established • Policies, procedures defined • Trainings provided • Required resources provided • Roles and responsibilities assigned • Processes are performed 7 Tammy Whited| Computing All Hands 2014: 2 nd Continuous Effective • Consistency of process performance • Process improvements initiated based on process performance data • Service improvements initiated • Improved budgeting and accounting 2015: Formal Recertification Efficient • Demonstrate performance improvements • Optimize process performances • Higher degree of automation • Demonstrate ROI 9/26/2020

What to expect in 2015 • Service. Now – New version with additional capabilities and interface changes to be communicated - April • Process Improvements - August – Financial Management - Service Costing – Work Prioritization – How we prioritize, plan and work the plan – Knowledge Management – Giving people Right information at Right time • ISO 20000 Recertification - November • Scientific Computing Services Onboarding to Service Level Agreements, Incident, Problem, and Change – December • Training – Monthly Service Owner training – ITIL V 3 Overview/Refresher Course Monday, February 23 and Tuesday, April 14 – ITIL V 3 Certification class: March 11 -13 8 Tammy Whited| Computing All Hands 9/26/2020

Making Impossible Possible Thinking things are Not Impossible creates a sustainable cycle of collaboration inspiring innovation, compelling others to action and, ultimately, making the impossible. http: //www. notimpossiblelabs. com/ Enable Outcomes for Scientific Research 9 Tammy Whited| Computing All Hands 9/26/2020

Anticipate the Future Look at Trends hard and soft, and Predict and Prepare Proactive vs Reactive 10 Tammy Whited| Computing All Hands 9/26/2020

Our Mindset – One Lab • You Matter. What you do and how you contribute to meeting the mission of the lab is important. • Ask yourself how the activities, tasks, and projects you are doing align. • It’s not always obvious because many little things support the overall big things • If you are not sure, ASK your manager 11 Tammy Whited| Computing All Hands 9/26/2020

Baby News is not a rumor New Arrival due August 2015 12 Tammy Whited| Computing All Hands 9/26/2020

Links • • Service Management site: https: //fermipoint. fnal. gov/organization/cs/ocio/sm/Site. Pages/Home. aspx Service Management System Plan: https: //fermipoint. fnal. gov/organization/cs/ocio/sm/smi/Shared%20 Documents/Forms/All. Items. aspx? Root. Folder=%2 Forganization%2 F cs%2 Focio%2 Fsmi%2 FShared%20 Documents%2 FService%20 Management%20 System%20 Plan&Folder. CTID=0 x 012000 DF D 5 B 7 D 78 D 1 FB 44 D 8 A 18 E 84 A 365207 C 9&View=%7 BA 2 EB 69 A 8%2 D 20 B 9%2 D 4939%2 DAC 2 B%2 D 1670 EE 3 EC 169%7 D • • Service Management Team – ITIL Process Owners https: //fermipoint. fnal. gov/organization/cs/ocio/sm/Lists/ITIL%20 Process%20 O wners/All. Items. aspx – Business Liaisons https: //fermipoint. fnal. gov/organization/cs/ocio/sm/Lists/CD%20 Organization% 20 Liaisons/homepage. aspx – Scientific Liaisons https: //fermipoint. fnal. gov/organization/cs/scd/Lists/Experiment%20 and%20 Sc ientific%20 Collaboration%20 Liaison%20 Li/All. Items. aspx Training https: //fermipoint. fnal. gov/organization/cs/ocio/sm/smi/Shared%20 Documents/Forms/All. Items. aspx? Root. Folder=%2 Forgani zation%2 Fcs%2 Focio%2 Fsmi%2 FShared%20 Documents%2 FTraining&Folder. CTID=0 x 012000 DFD 5 B 7 D 78 D 1 FB 44 D 8 A 18 E 84 A 365207 C 9&View=%7 BA 2 EB 69 A 8%2 D 20 B 9%2 D 4939%2 DAC 2 B%2 D 1670 EE 3 EC 169%7 D 13 Presenter | Presentation Title 9/26/2020