Tracy Schroeder Vice President of Information Technology University of San Francisco Jeremy Sisk Practice Manager Io Consulting Inc.

IT service management in Higher Education IT challenges in Higher Education Creating value and opportunities Modernization case study: University of San Francisco

IT service management in Higher Education

IT challenges in Higher Education

Creating value and opportunities

Modernization case study: University of San Francisco

what is IT service management? A customer-focused approach for delivery, governance and support of IT services based on ITIL best practices Collaborative community A commitment not just a framework Drives improvements in cost, productivity, and quality The most valuable and least understood candidate for automation The ERP for IT

A customer-focused approach for delivery, governance and support of IT services based on ITIL best practices

Collaborative community

A commitment not just a framework

Drives improvements in cost, productivity, and quality

The most valuable and least understood candidate for automation

The ERP for IT

what is IT service management? Standard processes that… control change stream line issue resolution govern priority and resource allocation manage configuration establish sustainable and scalable architecture etc…

Standard processes that…

control change

stream line issue resolution

govern priority and resource allocation

manage configuration

establish sustainable and scalable architecture

etc…

why is ITSM valuable? Automated standards… empower staff foster leadership manage expectations drive consistency and quality reduce rework and break-fix scenarios

Automated standards…

empower staff

foster leadership

manage expectations

drive consistency and quality

reduce rework and break-fix scenarios

why is ITSM valuable? Reallocate ongoing support effort to innovative projects: high performance computing virtual learning environments cross-disciplinary technologies business intelligence that helps decision-makers determine the most valuable programs, facilities and initiatives service-oriented architecture that expedites processing and enables cross-system workflows

Reallocate ongoing support effort to innovative projects:

high performance computing

virtual learning environments

cross-disciplinary technologies

business intelligence that helps decision-makers determine the most valuable programs, facilities and initiatives

service-oriented architecture that expedites processing and enables cross-system workflows

Higher Education challenges The new economy Technology and prioritization

The new economy

Technology and prioritization

the new economy Flat or shrinking budgets for next few years Doing more with less Competition

Flat or shrinking budgets for next few years

Doing more with less

Competition

the impact Contributions and endowments Fiscal policy for aid and improvements Tuition and fees Alternate solutions Further reduction in budgets and capital spending

Contributions and endowments

Fiscal policy for aid and improvements

Tuition and fees

Alternate solutions

Further reduction in budgets and capital spending

technology and prioritization Increased complexity high costs inconsistent quality Operations vs. innovation competing needs funding models lack of innovative change

Increased complexity

high costs

inconsistent quality

Operations vs. innovation

competing needs

funding models

lack of innovative change

opportunity knocks 1 st things 1 st standardize, communicate and measure Lead create competitive leverage

1 st things 1 st

standardize, communicate and measure

Lead

create competitive leverage

how do we get there from here? Commit to a standard operating approach ITIL, COBIT, ISO, etc. Prototype and partner White papers are for faculty. Lean on experience. Balance importance versus urgency Short-term goals with a long-term focus Create results that build momentum

Commit to a standard operating approach

ITIL, COBIT, ISO, etc.

Prototype and partner

White papers are for faculty. Lean on experience.

Balance importance versus urgency

Short-term goals with a long-term focus

why Io Consulting? 100% Higher Education End-to-end solution consulting for… ITIL, COBIT, ISO, service cost and recovery modeling, strategic planning, architecture, management consulting, organizational development, communications, business process improvement, project management, quality assurance PeopleSoft ERP, Oracle Fusion, training, SOA, master data management, business intelligence, identity management Proven experience Hands-on partnership

100% Higher Education

End-to-end solution consulting for…

ITIL, COBIT, ISO, service cost and recovery modeling, strategic planning, architecture, management consulting, organizational development, communications, business process improvement, project management, quality assurance

PeopleSoft ERP, Oracle Fusion, training, SOA, master data management, business intelligence, identity management

Proven experience

Hands-on partnership

expectations have changed

why evolution must occur Highly complex, rigid ITSM applications Vendors pushing “OOB” best practices High cost

Highly complex, rigid ITSM applications

Vendors pushing “OOB” best practices

High cost

Service Catalog Change Problem Process Management Incident Knowledge Release Shared Services Asset Operational Automation Employee Self-help Service Request

simple & consistent Modern, consistent Web 2.0 usability Single administration across all processes Organic development, no acquisitions unique to Service-now.com Flexibility Quickly change business processes, impact-free Use out of box, customize or build new apps Licensing designed for you lower cost Reduce IT management costs by 60% Implement at fraction of subscription fee Zero infrastructure and upgrade costs speed to market Implement in 25% time Automate more processes faster Continuous improvement

simple & consistent

Modern, consistent Web 2.0 usability

Single administration across all processes

Organic development, no acquisitions

Flexibility

Quickly change business processes, impact-free

Use out of box, customize or build new apps

Licensing designed for you

lower cost

Reduce IT management costs by 60%

Implement at fraction of subscription fee

Zero infrastructure and upgrade costs

speed to market

Implement in 25% time

Automate more processes faster

Continuous improvement

unique to Service-now.com effortless integration Web-services shrinks integration time, cost Secure integrations HTTPS, SOAP, WSDL 50+ released and supported integrations lower risk Minimal upfront investment Demonstrate positive results faster Always on the current version, no version-lock control Big bang or phased implementation Use ITIL and customize to meet your needs Complete visibility through native reporting secure SAS 70 Type II data centers, redundancy Encryption, single sign-on, VPN tunneling Dedicated database & application set

effortless integration

Web-services shrinks integration time, cost

Secure integrations HTTPS, SOAP, WSDL

50+ released and supported integrations

lower risk

Minimal upfront investment

Demonstrate positive results faster

Always on the current version, no version-lock

control

Big bang or phased implementation

Use ITIL and customize to meet your needs

Complete visibility through native reporting

secure

SAS 70 Type II data centers, redundancy

Encryption, single sign-on, VPN tunneling

Dedicated database & application set

costs analysis $ Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 upgrade, hardware refresh initial implementation upgrade / hardware refresh ongoing maintenance initial implementation automate processes at your own pace Service-now.com Legacy Tools low predictable costs

2007 2008 SaaS adoption doubled in 12 months Source: ‘SaaS Market Surging’, Jeffrey M. Kaplan, ThinkStrategies, and Cutter Consortium Service-now.com has led the SaaS market in new customers and market buzz... David Coyle, VP Research, Gartner “ “

Io consulting & Service-now.com Operational and higher education experience Customer-oriented approach Hands-on coaching Results focused and workflow driven Focus on simple , high quality results Commitment to excellence

Operational and higher education experience

Customer-oriented approach

Hands-on coaching

Results focused and workflow driven

Focus on simple , high quality results

Commitment to excellence

Founded in 1855 8,772 enrolled students 5,362 undergraduate students 2,549 graduate students 703 law students 891 full/part-time faculty members 1,889 full/part-time employees More than 20,000 supported students, faculty and alumni

Founded in 1855

8,772 enrolled students

5,362 undergraduate students

2,549 graduate students

703 law students

891 full/part-time faculty members

1,889 full/part-time employees

More than 20,000 supported students, faculty and alumni

past challenges Original service desk implementation done before learning about ITIL/ITSM Lack of service-based organizing structure and CMDB made alignment with new service catalog and service metrics challenging and highly manual Workflows and client self-service required custom development, consulting required No SLA tools, no ability to send alerts or automate escalations Requests for Change handled via email, tracked manually End of life system, costly upgrade looming. ERP implementation in process. Resources highly constrained.

Original service desk implementation done before learning about ITIL/ITSM

Lack of service-based organizing structure and CMDB made alignment with new service catalog and service metrics challenging and highly manual

Workflows and client self-service required custom development, consulting required

No SLA tools, no ability to send alerts or automate escalations

Requests for Change handled via email, tracked manually

End of life system, costly upgrade looming. ERP implementation in process. Resources highly constrained.

Lived with it, focused on process Developed requirements focused on: ITIL approach, service based Low deployment and support costs Focus on Incident, Problem, and Change Ability to integrate with campus portal, asset management tool and knowledge base Customizability Self service and reporting resolution plan

Lived with it, focused on process

Developed requirements focused on:

ITIL approach, service based

Low deployment and support costs

Focus on Incident, Problem, and Change

Ability to integrate with campus portal, asset management tool and knowledge base

Customizability

Self service and reporting

Investigated our upgrade options RFP spring 2007. Insufficient funds to proceed. Revisited in spring 2008. Gartner analyst call regarding goals, constraints and the changing marketplace. Service-now emerged as the leader. Moved forward with Service-now in summer 2008. action taken

Investigated our upgrade options

RFP spring 2007. Insufficient funds to proceed.

Revisited in spring 2008. Gartner analyst call regarding goals, constraints and the changing marketplace.

Service-now emerged as the leader. Moved forward with Service-now in summer 2008.

Metrics process streamlined – no more mapping! Notifications and escalations RFC process LANDesk and RA integrated Projects module adopted Client satisfaction surveys and self-service ticket submission way up results

Metrics process streamlined – no more mapping!

Notifications and escalations

RFC process

LANDesk and RA integrated

Projects module adopted

Client satisfaction surveys and self-service ticket submission way up

results

results

Service Catalog module CMDB build-out, Business Service Maps Increased use of projects module on the horizon

Service Catalog module

CMDB build-out, Business Service Maps

Increased use of projects module

question and answer

additional info Service-now.com: http://www.service-now.com Io Consulting: http://itil.io-consulting.com No registration demo at http://demo.service-now.com Request more info at http://info.service-now.com/forms/request-information Thank You!

Service-now.com: http://www.service-now.com

Io Consulting: http://itil.io-consulting.com

No registration demo at http://demo.service-now.com

Request more info at http://info.service-now.com/forms/request-information