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.
The road to System Center Service Manager 2012 - case study
1. The Road to
System Center Service Manager 2012
Decision Activities for Service Management Tool
Mark Marshall, CPIT
Edmund Sia, CPIT
Lynn Cooper, Effectus
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. Revisit of Strategic Vision
– end game overview
“For the ICT Division to create and
deliver a stable environment which
empowers our users to achieve what
the Institute requires in the most agile
and flexible way possible.”
Mark Marshall, ICT Director
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. 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 Intergen
Mid 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. Service Management Roadmap
• Agreed Business Requirements (with
weightings) for Service Management Tool
Key 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
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. SCSM Solution Selected
Fit for purpose, pragmatic, in-house
management, willing technical integrator
Key aspects
• Existing technology partner
• Engaged integrator
• Integration with existing ecosystem
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. 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. Roles and Responsibilities
Effectus (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. Roles and Responsibilities
CPIT (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. Roles and Responsibilities
Intergen (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. 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. Post Implementation Actions
Effectus (Service Delivery Integrator)
• Explore organisational use of tool
• First review cycle of SLA
• Adjust Service Delivery reporting
18. Post Implementation Actions
CPIT (End User/Product Consumer)
• Refine Self Service functionality
• Enter release programme for Data Model
updates
• Develop Service Delivery reporting out of
SCSM
19. Post Implementation Actions
Intergen (Technology Integrator)
• Development of Tool with integration to other
MS System Center products
• Administrator support to CPIT
• Support for cube reporting development