IT Service Management Using Process to Optimize Technology

IT Service Management Using Process to Optimize Technology Resources and Delight Customers

IT Service Management Panel Introductions • Tracy Schroeder Boston University Slideshow Title Goes Here • VP, IS&T, Boston University since 2009 • CIO/VP IT, University of San Francisco, 2002 – 2009 • ITIL Foundation certification, V 2 and V 3 • • Oren Sreenby Sr. Director, Emerging Technologies and Communications, University of Chicago • University of Washington 1994 -2010 • Brett Coryell Deputy CIO, Emory University since August 2007 • Deputy CIO, Purdue University, 2004 -2007 •

IT Service Management Agenda Boston University Slideshow Title Goes Here § Institution’s Experiences § Emory University § Boston University § University of Chicago § Common Themes § Discussion

Emory Overview Office of Information Technology • Emory University and Emory Healthcare: – Employees: 23, 469 (includes 3, 777 faculty) – Operating Budget: $3. 0 billion – Endowment: $4. 5 billion • Emory University – Students: 12, 930 (6, 980 undergrad; 5, 950 grad/professional) – Sponsored Research: $535 million • Emory Healthcare – Largest healthcare system in Georgia – About 1200 licensed beds and 2 M ambulatory visits/yr 4

Office of Information Technology Visual History of IT 2000 - 5 orgs to 1 - Fiber rings - PS SA, HR 2005 - Single CIO - Exchange - Wireless - Avaya (SVP) 2007 -08 - University IT - Project Mgt - IT Operations - Major reorg 2009 -11 - Budget cuts - ITIL Training - Service-now - Refine reorg 20 xx Change, Incident, Catalog, Config Consolidation Foundation Projects Ops Excellence Innovation 5

Office of Information Technology

Office of Information Technology Objective (our vision) Budget Help Emory create the future. Building Tomorrow Running Today Push the line down. 7

(Quick win, 3 yrs later) Office of Information Technology

Our ITIL Journey Office of Information Technology Round 1 Training + Change + Problem Round 2 Training + Reorg + Incident, Catalog, SLM Round 3 Training + RIFs + SN + Incident 2, KM, Config Round 4 Limited Training + Hires + PPM, KM 2, Config 2, Problem 2, Change 4, Service Availability, SLA 2? , Catalog 2? , Request? 9

Service Desk The Plan 1. Bring it under control 2. Keep it under control 3. Add more metrics Office of Information Technology

Good and Bad Office of Information Technology Successes Challenges - 19 groups using the same tool in the same way - Incredible effort to build coalition of various IT groups - Amazing growth on a flat budget - Costs freed up mostly given back - Increased stability - Staff reductions - Increased trust - FCR down, not up - Changed the discussion about IT at Emory - Ownership by managers is still elusive 11

Results of ITSM • • Office of Information Technology 44 of 100 services had no unplanned downtime at all 60 of 100 services achieved 99. 99% availability or higher 75 of 100 services achieved 99. 90% availability or higher Plus formation of enterprise Architecture Review Team 13

Results of ITSM Office of Information Technology Mean Time to Resolve Incidents FY 11 so far: MTTR=53 hrs including pending; std dev = 29 hrs. 14

Results of ITSM Office of Information Technology “I would have killed myself last year without central IT to show the way. ” “I almost feel like the teacher’s pet. It’s a little embarrassing being the example over and over again. ” “The last time we did strategic planning we purpose kept IT away from the table because we knew you would hide and waste the money. We’re overdue for inviting you back to the table. ” 15

Office of Information Technology

IT Service Management About Boston University & ITIL Boston University Slideshow Title Goes Here § A major private, residential, research university with two campuses in Boston and operations throughout the world § Carnegie Classification: RU/VH § 31, 766 Students § 2, 622 Faculty § Began work on ITIL adoption in September, 2009

IT Service Management ITSM Goals Boston University Slideshow Title Goes Here § Build credibility through operational excellence. § Improved client experience through focus on the client perspective. § Efficiency, with a goal of ability to redirect additional resources to projects § Job satisfaction for IT staff

IT Service Management Boston University Slideshow Title Goes Here

IT Service Management Where we started Boston University Slideshow Title Goes Here

IT Service Management Where we are going Boston University Slideshow Title Goes Here

IT Service Management Successes Boston University Slideshow Title Goes Here § Improved reliability § Service Catalog-based web site § Training, common language, goodwill § Coming soon: Ability to leverage service desk and service management system for ERP rollout

IT Service Management Before Boston University Slideshow Title Goes Here

IT Service Management Boston University Slideshow Title Goes Here

IT Service Management Boston University Slideshow Title Goes Here

IT Service Management Training Boston University Slideshow Title Goes Here § § § § Initial ITIL one-day overview Service Catalog workshop 3 Foundation certification Trainings ITIL Book Club ITIL Awareness for governance committee members ITIL Awareness+ sessions for staff and partners 3 more Foundations trainings coming this fall

IT Service Management ERP Incident & Request Workflow Boston University Slideshow Title Goes Here Go-Live Support

IT Service Management Challenges Boston University Slideshow Title Goes Here § § Defining services Working without a real service management system Cross-training at the service desk Aligning service management, project management for relationship management § Understanding and applying configuration mgmt

IT Service Management PMO & SMO ITIL Roles Boston University Slideshow Title Goes Here Relationship Manager, input from Service Level Manager Director, Manager, Lead Service Owner, input from multiple sources

IT Service Management Lessons Learned Boston University Slideshow Title Goes Here § Start with training and building shared understanding § Identify a consulting partner that works for you § Don’t skip steps § Put tools in place as early as possible

Big Ten Champion in 1899, 1905, 1907, 1908, 1913, 1924 First Winner of “Downtown Athletic Club” trophy (Heisman Trophy) - Jay Berwanger, University of Chicago, 1935 Left Big Ten athletics in 1946 5, 134 undergraduate students 10, 492 graduate and professional students Nobel prize winners affiliated with the University of Chicago? - 86 A seriously intellectually geeky place (and proud of it).

ITSM “is a discipline for managing information technology systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ” - wikipedia

The Goal

Not the goal

ITSM at uchicago Disclaimer about me

Bad Process

40

Good Process Don’t have to reinvent the wheel each time you go for a drive Makes it easier to get things done Doesn’t get in your way

Where we’re starting

How Are We Doing? Online Now Service Catalog Knowledge Base Sev. 1 Outage Process In Development for July 2011 Change Management Incident Management (basic) Service Level Documentation

Tool Criteria Web based Open interfaces We like software as service

Tools Process Tool Knowledge Management UW Knowledge Base Change and Incident Management Service. Now Service Catalog Drupal

Challenges & Lessons Learned Set priorities – decide which pain points are important to address first. Be willing to get it wrong at first and adjust as you go. Sponsorship and direction from the top is important, but… Leadership and buy-in on the ground is just as important. Good tools may help you not have to reinvent the wheels, but… Technology is not the hard part. 46

IT Service Management Common Themes Boston University Slideshow Title Goes Here § § § Customer Satisfaction AND Resource optimization Starting with Change Management Defining services, then defining them again Training is worth the investment (shared vocabulary) Building the Service Desk function Service Management System implementation