Rapid Maturity and Continual        Service ImprovementAdriene RadcliffeDirector, Service ManagementYale UniversityGerry G...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Rapid Maturity with Service No...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Yale Timeline                 ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      From Good to Great – by Jim Co...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Our fly wheel was 300 years ol...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      We had typical challenges • IT...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Yale Timeline                 ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Key Points in the Yale Plan • ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Yale Timeline                 ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Pockets of Excellence •   Chan...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Areas we focused our efforts •...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Yale Timeline                 ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING                                    ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Yale Timeline                 ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING To Reach CSI’s Target State it Need...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETINGKey Service Measurement Objectives  ...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING  CMDB Roadmap IT Asset Management -...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING      Yale University Now…• Over 300...
LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING                              Thank ...
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Radcliffe rapid maturity through csi just yale slides

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  • We established ITIL and ITSM as discipline. Process Owners and Process Managers harmonized disparate processes and participate in formal ITSM governance. Service Now has been established as our ITSM platform. A quarterly business review system of dashboards and service measurement allows us to report to the University Officers. We practice and subscribe to CSI… And we’re only one year into our plan!
  • In the Spring of 2011, Yale welcomed a new CIO, Len Peters. His vision for Information Technology Services was clear. He had implemented ITSM as a discipline in his prior organizations and the results were always happy customers.
  • The key concept is to have the right people on board, have great leadership, have a vision and work with a sense of single purpose. When everyone works towards the same vision or purpose, and you will begin to “move the fly wheel”
  • And it was covered in IVY… 300 years worth of it. Client satisfaction was declining, our environment was increasing in complexity, we needed a change in our Service Management philosophy and practice and FAST
  • Raise your hand if any of these sound familiar
  • We selected a sponsor and leaders throughout the organization to begin a planning process. We created a set of recommendations for Yale which included the selection of a partner who would help us navigate the journey
  • Speak the same language – harmonize processes in workshops – know what you are measuring – partner as a compass
  • A series of workshops with Fruition produced a Process Maturity Roadmap. We focused on our pockets of excellence and began process improvement efforts outside of the tool configuration
  • Our fly wheel begins to spin! We configured an MVP release (Minimum Valuable Product) and began change sets to rapidly release updates and functionality.
  • Consistent metric design and governanceConsistent data collection, monitoring and analysis of critical service and process metricsIdentification of essential operational metrics, KPI’s and tolerance levels for Phase I processes and servicesAutomated report generation and electronic alert for critical metrics exceeding tolerances for Phase I processes and services
  • We have momentum. Yale went live with Service-Now on April 25, 2012 using the accelerator instance and CSI as a Service (CSIaaS) with Fruition Partners.
  • Fruition is a cloud solution provider that offers technology-enabled professional services supported by a team of 100 cloud experts. Since the company was founded in 2003, Fruition has helped more than 150 enterprises implement, build and manage mission critical cloud solutions using ServiceNow.
  • Baseline performance and variationConsistent metric design and governanceConsistent data collection, monitoring and analysis of critical service and process metricsIdentification of essential operational metrics, KPI’s and tolerance levels for Phase I processes and servicesAutomated report generation and electronic alert for critical metrics exceeding tolerances for Phase I processes and services
  • Yale has a CMDB roadmap we’re going to implement. Start small but manageable. Asset Management (ITAM) and Solutions and Services views (SACM). This allows us to tie our true costs back from a solutions point of view as well as a services POV
  • Multi-function Service Operations Center - Data Center Operation, Help Desk, Network Operations, and Information Security provides increased capability to handle Major Incidents, Events and Problems
  • Radcliffe rapid maturity through csi just yale slides

    1. 1. Rapid Maturity and Continual Service ImprovementAdriene RadcliffeDirector, Service ManagementYale UniversityGerry GeddesExecutive ConsultantFruition Partners
    2. 2. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Rapid Maturity with Service Now The Transformation of Yale University . . . ITSM Process Owners Process Managers Governance ServiceNow Quarterly Business Review CSI
    3. 3. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Yale Timeline Vision Plan Process Tool Govern May 2011 “To be recognized globally as the leading technology organization across universities, through rock-solid services, innovation, technology leadership and community satisfaction “ Len Peters, Associate Vice President and CIO
    4. 4. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING From Good to Great – by Jim Collins Start with the right people Superb leadership Confront brutal facts Culture of discipline Technology as an accelerator • http://jimmyzimmerman.com/blog/wp-content/uploads/flywheel.swf
    5. 5. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Our fly wheel was 300 years oldAnd covered in Ivy…
    6. 6. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING We had typical challenges • IT Groups Worked In Silos • Divergent terminology, processes and practices • We had few SLA’s • Measuring and reporting were inconsistent • ITIL and ITSM were just four letter words
    7. 7. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Yale Timeline Vision Plan Process Tool Govern July 2011 Sept 2011 Sponsor Process Owners Partner
    8. 8. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Key Points in the Yale Plan • Educate ourselves with ITIL Foundations and begin to use the language across the organization • Name process owners who work across the organization and harmonize processes such as Incident, Problem, Change, Request, Knowledge Management • Recognize that we have to stabilize our environment, create a system of measurement and use key metrics to guide us where to improve • Leverage a partner to guide us on this journey
    9. 9. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Yale Timeline Vision Plan Process Tool Govern Sept 2011 Dec 2011Fruition Partner Workshops Roadmap Pockets of Excellence Process Improvement
    10. 10. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Pockets of Excellence • Change Advisory Board (CAB) • Consolidated Help Desk • Standard Operating Procedures • Event Management
    11. 11. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Areas we focused our efforts • Service Operations Center • Creating a Problem Process • Standardizing a Request Framework • Process Metrics and KPI’s • Service Metrics with Quarterly Business Review
    12. 12. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Yale Timeline Vision Plan Process Tool Govern Jan 2011 April 2012 Our fly wheel begins to spin!
    13. 13. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Release 1 Release 2 Unstable Process Stable & Predictable Predictable & Capability -3 SD UCL LCL +3 SD Baseline Maturity Time Objectives: Baseline – Stabilize - Improve • Baseline process variation • Stabilize processes If your service performance is between • Stabilize measures UCL – Upper Control Limit • Stabilize reporting LCL – Lower Control Limit Your process is • Continuous Process Improvement stable, predictable and capable
    14. 14. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Yale Timeline Vision Plan Process Tool Govern April 2012• Service Management Organization• CSI as a Service• Process Owners/Managers & Practitioners• Service Owners & Quarterly Business Review
    15. 15. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING To Reach CSI’s Target State it Needs… • To Be Established As a Repeatable Cycle • Achievable Improvements That Make a Difference • End to End Business Service Focused • A Data Model to Underpin Decision Support Dashboards • World Class Process
    16. 16. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETINGKey Service Measurement Objectives Stable • Reporting Accurate • Analysis • Action • Continuous Improvement Precise
    17. 17. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING CMDB Roadmap IT Asset Management - Service Asset & Config Service Asset & Config Platforms/Devices Management - Management - • Component-centric physical Solutions/Systems Services View view of ITS assets • Logical view of asset • Logical, integrated view of collections •Discovered assets and configurations services •Allows for ad hoc analysis of assets •Introduces ownership and auditing to •Limited focus on asset change •Exposes hidden or complex service ensure systems/solutions are accurate control (auto-discovered updates) inter-dependencies and properly controlled •Excellent tool for system operators •Enhance organization’s ability to •Changes tracked and tied to service and support staff describe changes to change impacts in requests or, more often, changes terms of business impacts •Ability to asset changes to solutions that depend on one or more systems = •Allows for business-centric view of IT enhanced impact/risk analysis for operations, and the relationship to customer-facing changes services delivered by the business
    18. 18. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Yale University Now…• Over 300 of 425 IT staff have ITIL Foundations Certification• ITS Service Management - process governance and advocacy• ServiceNow Incident, Request, Problem, Change, Knowledge• Multi-function Service Operations Center - provides increased capability to handle Major Incidents, Events and Problems• Stabilizing our processes and services• Several CSI projects are underway
    19. 19. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING Thank You Director, Service Management Adriene Radcliffe Yale University adriene.radcliffe@yale.edu Twitter: @a_radcliffe

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