The road to System Center Service Manager 2012 - case study


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Presentation at Intergen's event: Delivering IT Performance across Devices, Data Centres and Clouds.

Learn how Microsoft Systems Center 2012 helped CPIT benchmark its IT activity and, as a result, improve its delivery across the organisation.

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The road to System Center Service Manager 2012 - case study

  1. 1. The Road toSystem Center Service Manager 2012Decision Activities for Service Management ToolMark Marshall, CPITEdmund Sia, CPITLynn Cooper, Effectus
  2. 2. Previous State• Traditional ICT Helpdesk model• Disconnect between ICT and the business• Inability to do smart business reporting• Growing risk with existing case management tool
  3. 3. Revisit of Strategic Vision– end game overview“For the ICT Division to create anddeliver a stable environment whichempowers our users to achieve whatthe Institute requires in the most agileand flexible way possible.” Mark Marshall, ICT Director
  4. 4. CPIT’s ICT Service Management Lifecycle
  5. 5. Service Management Roadmap• Review and design pragmatic Service Management processes with CPIT ICT• Business and customer focussed processes• Service Level Agreements – including OLA• Service Processes – Incident, Request, Problem, Change, Release• Considerations: – Practical – Fit for Purpose – Continual Improvement
  6. 6. Timeline… • Known Error DB rollout to Support Centre • Implement quarterly reviews • Technical Services Catalogue • Lynn started • Commence First Line • System Centre Service Manager • Develop 10 Business Management course development Services Catalogue • Data modelling • SCSM 2012 Beta/RC TAP with IntergenMid 2010 End 2011 CPIT and Effectus Planning Day End 2010 Mid 2011 2012 and beyond • Create and deploy Known • Customer services charter • Service Manager Error DB to Service Desk rollout to management rollout/next phase • Development of customer • SLA development (data • Customer satisfaction service charter capture toolkit) surveys • Defined case • 10 Business Services • Develop and implement management tool Catalogue (90% done) continuous improvement requirements and fit for • Develop escalation process for process purpose Service Desk & customer • SLA review with business issues owners
  7. 7. Service Management Roadmap• Agreed Business Requirements (with weightings) for Service Management ToolKey requirements Weighting Problem solved• By Module Agreed by Management • Current requirements -• Incident Group following individual simplified• Request interviews • New Processes – SLA• Self Service modules• Change • Reporting capability• Release• Information obtained from interview with ICT Team Managers/Director
  8. 8. Requirements Doc Screenshot
  9. 9. Tool Selection Process• Tool requirements documented and sent out to suppliers for response• First Microsoft offering was light on functionality• Decision made to wait for next Microsoft Version of System Centre Service Manager (SCSM)• TAP entered with Microsoft and CPIT.• Headed by Intergen as the technical integrator and Effectus as the Service Delivery expertise
  10. 10. SCSM Solution SelectedFit for purpose, pragmatic, in-housemanagement, willing technical integrator Key aspects• Existing technology partner• Engaged integrator• Integration with existing ecosystem
  11. 11. Integrator Commitment• Commitment to shared risk• Part of technology practice• Demonstrated experts, system engineers involved in technical design• High level commitment• Relationship with vendor
  12. 12. CPIT Implementation Plan• Baby steps – replace what we currently have, which is Incident Management and Request Fulfilment; expand on the other modules later.• Weekly status-update meetings (phone/Lync)• Test scripts (reusing what was identified in Tool Requirements Document) in UAT stage• Involvement of Infrastructure Team for provisioning of environment for development• Comprehensive implementation plan
  13. 13. Roles and ResponsibilitiesEffectus (Service Delivery Integrator)• Service Delivery pre-work• Ensures consistency of work flow with Service Delivery processes• Data model• User Acceptance Testing• Customer Acceptance• Populate Service Delivery reporting
  14. 14. Roles and ResponsibilitiesCPIT (End User/Product Consumer)• Input into Data Model• Resources to plan and develop Self Service work flow• Resources for configuration of data model• User Acceptance Testing• Facilitate team training programme• Documentation of build and technical build
  15. 15. Roles and ResponsibilitiesIntergen (Technology Integrator)• Set up of SCSM environment• Development of Self Service Portal• Connect to AD, SCOM, SCCM as required• Train client resources to configure the data model• Manage defects with client• Work with client on Training programme
  16. 16. Learnings to Share• Risks of TAP: low initial investment cost, but limited resources available due to bleeding edge• Availability of internal resources for development and implementation work• Microsoft’s strategy of designing an open-tool (out of the box) and how does that impact CPIT• Setting realistic dates in the implementation/action plan, alongside other commitments
  17. 17. Post Implementation ActionsEffectus (Service Delivery Integrator)• Explore organisational use of tool• First review cycle of SLA• Adjust Service Delivery reporting
  18. 18. Post Implementation ActionsCPIT (End User/Product Consumer)• Refine Self Service functionality• Enter release programme for Data Model updates• Develop Service Delivery reporting out of SCSM
  19. 19. Post Implementation ActionsIntergen (Technology Integrator)• Development of Tool with integration to other MS System Center products• Administrator support to CPIT• Support for cube reporting development
  20. 20. Questions? Comments?
  21. 21. Thank you