Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University

World®
’16
Case Study: Going From Zero to 100 in ITSM
Without a Seat Belt at Michigan State University
Ahmed Issawi - Chief ITSM Tool Architect - Michigan State University
AMX19S
AGILE MANAGEMENT

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Abstract
In this case study hear about the struggles and successes experienced at
Michigan State University, going from no ITIL foundation to
implementing an IT Service Management (ITSM) program based on CA
Service Management. Learn about years of starting and stalling due to
having little senior leadership support, but then getting a major boost
from a new ITSM-believing CIO. Learn about changing the culture from
using pen and paper to using Request, Incident and Problem
management, while breaking barriers of resistance with second level
Support teams who want more of the same and less responsibility.
Takeaways from this session include that you are not the only team
struggling with ITSM, how to overcome senior leadership barriers and
how to sell ITSM and ITIL to a skeptical staff.
Ahmed
Issawi
Michigan State
University
IT Service
Management
System Architect
ITIL is a trademark of AXELOS LTD.

Agenda
THE GREEN BINDER
THE SEARCH
ONWARD AND FORWARD
PROCESS? WHAT PROCESS?
THE COLD WINTER
ORGANIZATIONAL CHANGES
1
2
3
4
5
6

The Green Binder
§ Started by using a green binder
– Every call was considered a ticket
§ Outlook forms rule! (no they don’t)
– Incidents became logs and were sent to 2nd level
§ Please help!
– We had to beg 2nd level to take a log
Welcome to the Paper Era!

The Green Binder
§ Started learning about ITIL
– Version 2
– Not everyone bought it
§ ITIL in, nothing out
– ITIL was hung out to dry
– No one followed process
ITIL? What is that?
ITIL is a trademark of AXELOS LTD.

The Search Begins
§ The Magic Pill
– Technology will save us all!
– Crazy requirements
§ RFP
– New system had to cure all our aliments
– Multiple vendors respond
RFP Opened for Request system

The Search Continues

A Decision is Made
§ Price was a driving factor
– Not the Ultimate factor
– Price had to be justified
§ Vendor offered more bang for the buck
– Received a lot of tools
– Not ready for a full suite

Process? What Process?
§ System rolled out
– ITIL was ignored
– No buy-in from 2nd level support
§ Processes?
– Used old process in the new system
– Square peg in round hole
Out With the Old, in With the Old

The Cold Winter
§ Stuck on version 11.2
– ITIL still ignored
– Patches are ignored, no one owned the system
– No Metrics out of system
§ Everything is an Incident
– All tickets and calls are incidents
– How do you know what's broken?

The Cold Winter
§ Here comes 12.1!
– BOXI allowed for reports, but metrics were off
– No standardized reports (Reports are the wild west)
– No baseline was ever taken
§ Rise of Shadow systems
– No one followed process
– Other systems can do it better
More of the Same

Organizational Changes
§ New CIO è New Vision
– Technical “Debt”
– ITIL pushed hard
§ Service Management Office is born
– Processes start to get unified
– New procedures had teeth
– ITSM Suite was now pushed as department standard
New Regime, New Rules

Organizational Changes
§ Change Management
– Moved from 3 different systems to CA ITSM solution
– First step in using Configuration Items
§ Request Process
– Request process changed (Not everything is an incident!)
– Areas are changed to Configuration Items
– Pushed process to whole department (Had to sell CI’S)
– Started changing process to match the system, rather than
changing the system to match process
Forward We Go!

The Upgrade
§ New Version rolled out
– Advance Availability is great!
– Allowed us to roll new processes out
– Knowledgebase is now standard
– Incident has Priority Matrix now; Urgency and Impact define Priority
– Brought status number down from 20 to 6
– Change authentication method
– Started using CA Mail eater
– Mobile Application is rolled out
CA Service Management 12.6 è 14.1

The Upgrade
§ Patch 2 installed
– 2nd Level Support loves the custom queries
– A few hiccups but CA Support was great
§ Rollout
– Trained department like it was a brand new system
– Old system is set to view only and set to retire
– Resolve all these old system tickets
CA Service Management 14.1 Patch 2

The Present and Future
§ Present
– Finished rolling out CA Service Catalog and Unified Self Service
– Presented to rest of University
– Departments started lining up for access; not only to system, but
process also
§ Future
– Asset Management
– Configuration Management Data Base
– CA Service Management 14.1.3 / Jaspersoft
Moving on Up!

Questions?

Thank you.
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Agile Management
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Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University

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Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University