University of Maine System 7 campuses 36 remote

University of Maine System • • 7 campuses + 36 remote sites Geographically dispersed Previously independent "One University" mission

University Services: IT (US: IT) • 2012 charge from Bo. T to create more efficient IT service delivery system-wide • • Staff re-alignment All IT staff as system-wide employees Unified IT budget More seamless customer experience

Timeline 2012 2014 • Individual campus ticket systems • JIRA used by some enterprise support groups • HEAT used by some support teams 2016 -2018 • Single RT instance created for Tier 1 and 2 to replace campus based ticketing systems • Queues by campus; differing processes • Implementation of JIRA Service Desk • Creation of unified incident management processes and workflows 2019 2020 & Beyond • Assessment of current state and roadmap for comprehensive ITSM approach • Improved problem, capacity, asset, project and service request management processes • More comprehensive ITSM/PM tool

Beginning the Journey • March 2017 – project initiation • ITSM Roadmap – intro to ITIL • Implementing a new tool & new business processes • JIRA Service Desk chosen as our software tool

JIRA and JIRA Service Desk

Roadblocks and Potholes • Inclusion vs Progress • Software upgrade status • The tool – very flexible, too flexible? • Does the tool determine process or process determine the tool? • Split focus – software & changing processes

A New Route • March 2018. . . a year in • Reset & Focus on processes • "Step away from the Software"

"The Sweet Spot"

Implementation & Training • • • Workflow On campus and Zoom training sessions User Dashboards Hosted Lunch and Learns "Zoom Rooms"

Continuous Improvement • Workflow changes • Enhanced ability to measure ticket statuses • Clarification of responsible team

Workflow

Where we are now. . . • All US: IT using Service Desk • KPI's • Data collection & Reporting

Data collection & Reporting

Where we are headed. . • • SLA's / OLA's Problem Management Service Request Management Agile, nimble changes to process & software

Take-Aways / Advice • Commit adequate resources to understanding and developing processes – it's not just about software • Continuous improvement should be embraced from the beginning

Take-Aways / Advice • Understand the metrics and outcomes that you want to measure • Communicate, communicate! • The flexibility of Jira Service Desk is both an opportunity and a challenge

Questions • Contact Info: • John Brown, Director of Campus Services • john. h. brown@maine. edu • Angel Allen, IT Project Manager • angel. m. allen@maine. edu • Eva Mc. Laughlin, ITSM Analyst & Service Desk Manager • eva. mclaughlin@maine. edu

Sessions Evaluations There are two ways to access the session and presenter evaluations: 1 2 In the online agenda, click on the “Evaluate Session” link From the mobile app, click on the session you want from the schedule > then click the associated resources > and the evaluation will pop up in the list