Starting with 1,100 IT employees, 105,000 end users, IT organization silos, and a lot of incidents and issues, we undertook a major transformation effort centered on Cherwell Service Management (CSM) in 2013. We implemented new incident, request, problem, change and service levels including a service catalog, service portal, dashboards and metrics. The scope of our efforts included not only implementation of CSM, but new processes, organizational roles, and reporting metrics. The session covers our approach, successes, challenges, and lessons learned through this transformation to turn the big ship.

1. Turning A Big Ship Around
Transforming IT Silos Into IT Services
County Of Los Angeles

2. Your Hosts
Mark Diorio
“The Boss”
Randy Steinberg
“The Outsider”
Christian Viray
The Only One Here
That Gets Stuff
Done

3. We’re Big!!
Very large government organization…
• Largest County in the U.S.
• 9.8M Residents in 88 Cities Served
• 4,083 Square Miles Including 2 Islands
• 37 Major Highways
• 14 Airports
• 2 Seaports Handling 25% of all U.S. Shipments
• 6 Major Film Studios
• $22.5B County Budget
…With a very large IT organization
• IT shared services organization
• 4 Branches, 16 Divisions, 62 Sections, 1,100 IT workers
• 105,000 users across multiple business units
• 400+ support teams

4. 2012 - We Had Challenges!
 107,000+ incidents
 7-8 major outages per week
 Little request tracking
 Change Management was a rubber stamp
 Many tools – a lot off support
 Few metrics/transparency of operating performance
 IT organization born from many departments and silos
 Hard push for newer technologies (eCloud, HVDI)
Current-To-Targeted Maturity
of ITS Service Delivery
• Ad-Hoc
• Undocumented
• Unpredictable
• Multiple Service
Desks
• Manual IT
Operations
Chaotic
1.0
• Fight Fires
• Reactive problem
and incident
handling
• Measurements at
technology
component level
Reactive
2.0
• Analyze Trends
• Set Thresholds
• Predict problems
• Consistent processes
Proactive
3.0
• IT organized, run as
a service provider
• Service Catalog
• Measures and
reports in place for
services
Service Driven
4.0
• IT is a strategic
business partner
• IT services linked to
business outcomes
and strategies
• IT value is
measured and
reported on
Value Driven
5.0
Current
Maturity Average
Target
Maturity Average
1.9
4.0

5. So We Took Some Action!
1
Customers or Business End Users
IT Services
Customer
Applications
Applications Shared
Services
External Suppliers
Computing
Services
Telecom
1
County Department Customers and Users
IT Service Management “Bridge”
(Coordinates delivery of services across ITS technology silos)
External Suppliers
Common Delivery Tools
Service
Catalog
IT Support
Services
Let’s build a
bridge to our
customers!
• Center on Cherwell
• Retire Old SMS
Common Delivery Processes • Incident, Problem, Request
• Change, Config, Service Levels
Service-Based Organization • Service Roles, Ownership
• Metrics/Reporting, Governance
• Catalog of IT Services
• Dashboard Visibility

6. • IT Support and
Business Service
Descriptions
• IT Services Bundled
For Departments
• Service Catalog
• Service Portal
• Marketing
• Messaging
• Key Communication
Events
• Hands-On Use Of
ITSM Tools
• Replace Current
SMS Functionality
With The New
Cherwell Tool
• Provide Easier
Access To Metrics
and Information
• Process
Improvements
• Cherwell Tool
• Management
Automation
• Service Teams
• ITSM Organization
• Service Delivery
Governance and
Metrics
• Continual Service
Improvement
Program
• Service Owners/Leads
Strategic
Outcomes
Strategic
ObjectivesVision
Establish a Portfolio
of the Services We
Deliver
Execute on an ITSM
Communication
Strategy
Replace Current SMS
Tool with the
Cherwell Tool
Establish Service
Governance and
Ongoing
Improvement
Establish Consistent
IT Delivery Processes
and Tools
To be the Preferred County of Los Angeles IT Service Partner
What services should we
deliver?
How will we transition
people to ITSM?
What Is Wave 2
Success?
How do we deliver
efficiently?
How do we manage,
measure and improve?
Mission
Leverage best practice service delivery, measurement, and analysis and improvement models to increase
value to customers through affordable quality IT services delivered in a timely manner
Our Strategy

7. Our Cherwell Release Approach
Implement Base Tool and
Out Of The Box
Functionality
Replicate/Replace Incident
Problem and Change With
Current Scope
SMS Release Wave 1 (R1) - Mar 2013
(Development and Test)
SMS Release Wave 2 (R2) - July 2013
(Go Live ITS, Library, Probation)
Implement Target
Processes
SMS Release Wave 3 (R3) - December 2013
(New Enhancements/Customers)
All processes in development sandbox with out
of the box (OOTB) functionality
Incident, Problem, Change, Request with their
supporting processes at basic functionality
equivalent to Service Center
All processes in production with selected
enhancements of Wave 2 processes and basic
processes for Event, Release and Service Portfolio
= Enhanced= Basic= Out Of The Box
Sunset Old SMS
Sandbox Instance (R1)
Production Release (R2)
Enhanced Release (R3)
• Incident
• Problem
• Change
• Request
• Event
• Release
• Configuration
• Asset
• Service Level
• Service Portfolio
• Service Catalog
• Knowledge
Cherwell Modules R1 R2 R3

8. Transition From Old SMS To New
Build Test DeployDesignStrategy
Establish
Release Scope
and Functional
Requirements CollectCollect
ProjectProject
InformationInformation
AnalyzeAnalyze
PortfolioPortfolio
PrioritizePrioritize
Conduct User
Acceptance
Tests
Deploy
Release To
Production
Build
and Test
Configuration
Changes
Conduct Use
Case Tests
Establish
Sandbox
Configuration
Baseline
Assemble
Use Cases
Identify
and Design
Configuration
ChangesEstablish
Sandbox
Cycle Through
SMS Processes
Until All Release
Requirements
Configured
• Functional requirements
• Technology requirements
• Organization
requirements
• Governance and
reporting
• Release scope
• Established release team
• Implementation work
plans
• Training and
Communications
Strategy
• Executed Training and
communications
• Deployed processes
• Deployed technologies
• Assigned roles and
responsibilities
• Identified functional
requirements for next
release wave
Release Wave 1 Release Wave 2 then repeated for Release Wave 3, 4, …
= Development
= Test
= Production

9. Our Implementation Team
Project
Manager
SMS
Communications
Training
Stakeholder
Transition &
Communication
Documentation &
Technical Writing
ITSM Service
Transition
Processes
Change
Management
Configuration
Management
Release
Management
Asset
Management
ITSM Technology
SMS Suite
Configuration &
QA
HP to Cherwell
Transition
ITSM Governance
Business Liaison
Metrics,
Reporting and
Dashboards
ITSM Governance
Service Owners &
Service Manager
Coordination
ITSM Service
Operational
Processes
Incident
Problem
Knowledge
Event
Management
ITSM Service
Design Processes
Service Catalog
and Portfolio
Request
Management
Service Level
Management
Service Portal
ITSM
Architect
Project
Coordination
= Optimized Process & Tool Functionality
= Basic Process or Tool Functionality
(build out in future waves)
= OOB or Baseline Tool Functionality
(build out in future waves)
Operational Roles & Project Scope
= ITSM & SMS Operational SME
= SMS Project SME
Project & Operational SMEs
= SMS Project Lead

10. Pre-Install Items Are Key!
 Services
 Categories
 Sub-categories
 Categorization Keywords
 Requests
 Specific Screens
 Active Directory Feeds
 Suppliers
 Knowledge Articles
 Migration of Existing Knowledge
 Assignment Teams
 Assignment Team Contacts
 Service (SLA) Targets
 Support (OLA) Targets
 Multi-Tenant Considerations
 Additional Database Fields (e.g. Cherwell
has almost no Change Management stats, task
hours may need to reflect business hours, etc.)
 Process and Support Flows
 Folder Standards For Searches, etc.
 Security Settings
 Closure Codes
 Cause Codes
 Journaling Approach
 Object and Field Naming Conventions
 Telephony Interfaces
 Dispatch Interfaces
 Cherwell Backup/Recovery
 Blueprint Management Standards
 Management Reports
 Management and User Dashboards
 Portal Strategy and Design
 Email Templates
 Email Communications (e.g. what events
kick off emails, what emails to listen for,
how emails should be communicated)
Get your management act together - many items need to be defined BEFORE you start installation…

11. Bridging From Business IT To
Service and Support Teams
Email and Messaging
Email Calendar Hosting
Set Up User Account
3
IT Business
Facing Service
IT Support
Service
Incident or
Request
Keywords are
used to assist
service desk
agents with
automation
of proper
classifications
User IT Support
I can’t
requisition
my order…
ECAPS?
EHR?
OSYS?

12. Training and Communications
Awareness Apprentice Mentored Supported
Process
Awareness
Training
Incident Mgmt
Preliminary Tool
Walkthrough
Problem Mgmt
Preliminary Tool
Walkthrough
Request Mgmt
Preliminary Tool
Walkthrough
Incident Mgmt
Tool Use Case
Walkthrough
Problem Mgmt
Tool Use Case
Walkthrough
Request Mgmt
Tool Use Case
Walkthrough
Incident Mgmt
Tool Live Case
Walkthrough
Problem Mgmt
Tool Live Case
Walkthrough
Request Mgmt
Tool Live Case
Walkthrough
Transition and
Cutover
Overview
Incident Mgmt
Skills Testing
Problem Mgmt
Skills Testing
Request Mgmt
Skills Testing
Transition and
Cutover Walk-
Through
Mar/Apr 2013 Apr/May 2013 May/Jun 2013 Jun/Jul 2013
Our Approach:
1. ID Stakeholders
(e.g. Mgt, Level 2 support)
2. ID Needs
(e.g. process/tool skills)
3. ID Mediums
(e.g. Class, Video, Mtg)
4. ID Events

13. Our ITSM Organization Approach
Technology Owner
Technologies
Services
Customers
Service Lead
Service Owner
Process Owner
Business Liaison (BRM)
• Overall accountability for the process
• Identifies process improvements
• Responsible for day-to-day leadership
and oversight of the service end to end
• Escalation contact for incidents
• Coordinates service request workflows
• “CEO” of the service
• Accountable for service end to end
• Identifies service improvements
• Accountable for customer relationship
• Identifies customers needs and the ITS
services that will meet those needs
• Provides “voice of the customer” back
to ITS service providers
Servers
Processes
Networks
PCs
Email
Service Desk
Application
Management
Special
Event
Support
• Go-to expert for specific technology
• Researches latest technology advances
Service Owners and Leads Are Critical!!!

14. How We Communicated Our
Services To Our Business Units
Before After

16. Bridging From Business IT To
Service and Support Teams
Email and Messaging
Email Calendar Hosting
Set Up User Account
3
IT Business
Facing Service
IT Support
Service
Incident or
Request
Keywords are
used to assist
service desk
agents with
automation
of proper
classifications
User IT Support
I can’t
requisition
my order…
ECAPS?
EHR?
OSYS?

17. When There’s no Bridge From Business IT
To Service and Support Teams
IT Support
???
???
???
3
IT Business Facing Service Name
is Undecided
IT Support Service
Name is Undecided
Can’t be determined
User

18. Team Development of Cherwell
Blueprints
What are the unique risks when developing blueprints as a team?
Assign a “development owner” per Business Object
Incident Change Problem

19. Where Are We Going From Here
Next Steps:
1. Monitoring Systems Integration
2. Financial Contract Management System (currently in development)
3. CMDB Implementation

20. Thank you for
attending this session.
Please fill out an
evaluation form.