2015 it summit itsm presentation

1. HUIT’s Approach to Service Management:
ITIL Processes to Service Taxonomy
Peter Baskette
Managing Director, Support Services
Maria Curcio
Director of ITSM, Support Services
June 2015 Please do not distribute without
permission of the authors.

2. Why ITIL or IT Service Management (ITSM)?
2
Benefits include:
• Better alignment of services with Harvard’s mission
• Improved customer service
• Easier & faster access to IT services
• Shift from a technology to a service-based culture
• Consistent processes
• Common language for team
• Ability to articulate value of IT services
• Proactive management of services and delivery

3. RequestFulfillment
ITIL Processes
Service
Catalog
End User
Services
IT Provider
Services
IncidentMgmt
ProblemMgmt
ChangeMgmt
ReleaseMgmt
ConfigurationMgmt
Service A
Service B
Service C
Users
request
services
Service TransitionService Operations
3
ITIL Processes Across Services

4. HUIT’s ITSM Maturity: Phased Approach
Jun ‘13
Incident
JUN 13 JAN 14 JUN 14 JAN 15 JUN 15 JAN 16 JUN 16
Oct ‘13
Change
Dec‘13
Release
Jun ‘14
Problem
Feb‘15
Improve
Major Incident
Process
Mar’ 15
Service
Taxonomy
Jun ‘15
Metrics +
Audience
Views in
Svc Catalog
Potential FY ’16
Integrated
Knowledge
Base
Potential FY ’16
Request
Center
Process Foundation Service Maturation
User Service
Experience
Potential FY ’17
Employee
Self-Service

5. Levels of Process Maturity
5
*Based on ISO 15504
0. Not
Implemented

6. ITIL Processes
Maturity Levels
1 2 3 4 5
Incident
Request
Problem
Change
Release
Configuration
Knowledge (new
FY16) 6
HUIT’s Process Approximate Maturity in Progress

7. IT Service Management = Organizational Change
7http://www.kotterinternational.com/the-8-step-process-for-leading-change
Org Change
1. Create sense of urgency
2. Build guiding coalition
3. Form strategic vision
4. Enlist volunteer army
Incident Mgmt Process
Lack of shared platform or
process
Core team +
tool selection teams
Unified systems,
processes, & procedures
Service owners,
team leads, enthusiasts

8. IT Service Management = Organizational Change
8http://www.kotterinternational.com/the-8-step-process-for-leading-change
Org Change
5. Enable action by
removing barriers
6. Generate short-term
wins
7. Sustain acceleration
8. Institute change
Incident Mgmt Process
Training, documentation,
quick responses, policy
adjustments
Map to project milestones
(e.g., onboard new groups)
Monthly releases,
additional phases
Link changes to successes
supporting mission

9. Incident Management: Lessons Learned
What went well?
 Implemented process successfully (e.g., on-time, on-budget)
 Adopted across HUIT, plus partners
Continued interest and expansion
What could have gone better?
X Greater consistency of procedures – ongoing effort
X Major Incident process – improvements underway
Continual process improvement
 Enhancements… improve process through monthly updates to
ServiceNow
 Extension to more groups
9

10. HUIT’s ITSM Maturity: Phased Approach
Jun ‘13
Incident
JUN 13 JAN 14 JUN 14 JAN 15 JUN 15 JAN 16 JUN 16
Oct ‘13
Change
Dec‘13
Release
Jun ‘14
Problem
Feb‘15
Improve
Major Incident
Process
Mar’ 15
Service
Taxonomy
Jun ‘15
Metrics +
Audience
Views in
Svc Catalog
Potential FY ’16
Integrated
Knowledge
Base
Potential FY ’16
Request
Center
Process Foundation Service Maturation
User Service
Experience
Potential FY ’17
Employee
Self-Service

11. Service Taxonomy: Structure and Ownership
11
Offering
Instances of service Gmail, Office 365
Service
IT Service Email
Category
Superset of services End User Computing

12. Why is the Service Taxonomy Important?
Some benefits include:
• Help promote a culture that is service-minded and user-focused
• Establish expectations with ourselves and with our users
• Clarify roles and responsibilities – for owners and supporting staff
• Provides organizing principle and structure for service management
activities going forward
• Identify and address service and support gaps
• Provide a cleaner, more coherent structure for related undertakings
(e.g. Cloud/DevOps)
• Clarify user audiences and communications tools
• Allow us to be increasingly proactive
12

13. Consolidation of Services and Offerings
• Applied a principle of ‘less is more’
• Other considerations included:
– How many offerings
– How do services and offerings compare to other services areas
– How many tickets have we had against current services
– Do the service areas, services, and offerings look and feel ‘right’
13
Services Offerings
Previous 36 389
Current 34 191

14. Service Taxonomy: Lessons Learned
What went well?
 Generated a clear(er) and coherent service structure
 Obtained buy-in from all service owners within HUIT
 Identified areas with unclear ownership
What could have gone better?
X Resolving areas with unclear ownership
X Finding time… these efforts do take time
Continual improvement
 Enhancements… monthly service owner workshops
 Refining Major Incident process
 Leveraging taxonomy in service catalog
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15. Quality of Service Metrics: Good Day/Bad Day
15
Establish simple, roll-up metrics designed to answer one question:
Are we having a Good Day?
Proposed Metric
Major Incidents
(Yes/No)
Mean Time To Resolve
Reopen Count
Customer Satisfaction
Survey
Measures
Availability of Service
Speed of Response
Quality of Response
Overall Value

16. 2011 HUIT Website and Service Catalog
16

17. Service Catalog
17
Resources
for
Services

18. HUIT’s ITSM Maturity: Phased Approach
Jun ‘13
Incident
JUN 13 JAN 14 JUN 14 JAN 15 JUN 15 JAN 16 JUN 16
Oct ‘13
Change
Dec‘13
Release
Jun ‘14
Problem
Feb‘15
Improve
Major Incident
Process
Mar’ 15
Service
Taxonomy
Jun ‘15
Metrics +
Audience
Views in
Svc Catalog
Potential FY ’16
Integrated
Knowledge
Base
Potential FY ’16
Request
Center
Process Foundation Service Maturation
User Service
Experience
Potential FY ’17
Employee
Self-Service

19. Self-Service Portal Concept
19

20. Continue the Discussion…
Feel free to contact us:
–Peter Baskette
peter_baskette@harvard.edu
617.797.9722
–Maria Curcio
maria_curcio@harvard.edu
617.495.9898
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