Itsm

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

2. Boston University Slideshow Title Goes Here
Panel Introductions
• Tracy Schroeder
• VP, IS&T, Boston University
since 2009
• CIO/VP IT, University of San
Francisco, 2002 – 2009
• ITIL Foundation certification,
V2 and V3
• 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

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

4. Office of
Information Technology
Emory Overview
• 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 2M ambulatory visits/yr
4

5. Office of
Information Technology
5
Visual History of IT
Innovation
2000
- 5 orgs to 1
- Fiber rings
- PS SA, HR
20xx
Ops Excellence
Foundation Projects
Consolidation
5
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
Change, Incident, Catalog, Config

6. Office of
Information Technology

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

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

9. Office of
Information Technology
9
Our ITIL Journey
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?

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

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

13. Office of
Information Technology
13
Results of ITSM
• 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

14. Office of
Information Technology
Mean Time to Resolve Incidents
14
Results of ITSM
FY11 so far: MTTR=53 hrs including pending; std dev = 29 hrs.

15. Office of
Information Technology
15
Results of ITSM
“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.”

16. Office of
Information Technology

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

18. Boston University Slideshow Title Goes Here
ITSM Goals
 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

19. Boston University Slideshow Title Goes Here
IT Service Management
Move From: To:
Chaos
Reactive
Unplanned
Random Efforts
Best Efforts
Order
Proactive
Planned
Predictable quality
Optimization

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

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

22. Boston University Slideshow Title Goes Here
Successes
 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

23. Boston University Slideshow Title Goes Here
IT Service Management
Before

24. Boston University Slideshow Title Goes Here
IT Service Management

25. Boston University Slideshow Title Goes Here
IT Service Management

26. Boston University Slideshow Title Goes Here
Training
 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

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

28. Boston University Slideshow Title Goes Here
Challenges
 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

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

30. Boston University Slideshow Title Goes Here
Lessons Learned
 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
IT Service Management

32.  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).

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

34. The
Goal

36. Not the goal

37. ITSM at uchicago
 Disclaimer about me

38. Bad Process

40. 40

41. 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

42. Where we’re starting

43. 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

44. Tool Criteria
Web based
Open interfaces
We like software as service

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

46. 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

47. Boston University Slideshow Title Goes Here
Common Themes
 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
IT Service Management