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Exploration:

ITSM + PPM Evolution in

IT Management

Goals

» Understanding of related trends in higher education

» Group identification of key benefits

» Group identification of common roadblocks

» Explore solutions to common roadblocks via shared

experiences

benefits » Group identification of common roadblocks » Explore solutions to common roadblocks via shared experiences

Agenda

» Exploration of ITSM + PPM Trends and

Change Drivers

» Facilitated Conversation

» Summarization and Follow Up

Agenda » Exploration of ITSM + PPM Trends and Change Drivers » Facilitated Conversation » Summarization

Client Sample

Client Sample
Client Sample
Higher Education Industry Trends

Higher Education Industry Trends

Project, Portfolio and Service Management Software Built for Higher Education

More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Shifting Paradigms

Move Big Rocks = Projects Keep the trains running = Ops/Change Fix Stuff that’s Broken

Move Big Rocks

=

Projects

Move Big Rocks = Projects Keep the trains running = Ops/Change Fix Stuff that’s Broken =

Keep the trains running

=

Ops/Change

Move Big Rocks = Projects Keep the trains running = Ops/Change Fix Stuff that’s Broken =

Fix Stuff that’s

Broken

=

Service Desk

Move Big Rocks = Projects Keep the trains running = Ops/Change Fix Stuff that’s Broken =
PPM
PPM

Move Big Rocks

=

Projects

ITSM

PPM Move Big Rocks = Projects ITSM Keep the trains running = Ops/Change Fix Stuff that’s

Keep the trains running

=

Ops/Change

PPM Move Big Rocks = Projects ITSM Keep the trains running = Ops/Change Fix Stuff that’s

Fix Stuff that’s

Broken

=

Service Desk

PPM Move Big Rocks = Projects ITSM Keep the trains running = Ops/Change Fix Stuff that’s
PPM
PPM

Move Big Rocks

=

Projects

ITSM

PPM Move Big Rocks = Projects ITSM Keep the trains running = Resources Ops/Change Fix Stuff

Keep the trains running

=

Resources

Ops/Change

PPM Move Big Rocks = Projects ITSM Keep the trains running = Resources Ops/Change Fix Stuff

Fix Stuff that’s

Broken

=

Service Desk

PPM Move Big Rocks = Projects ITSM Keep the trains running = Resources Ops/Change Fix Stuff

Traditional Work/Fulfillment Silos

Traditional Work/Fulfillment Silos Customers Focus Governance, Projects, Portfolios Projects Requests Completed (PPM

Customers

Focus Governance, Projects, Portfolios Projects Requests Completed (PPM Discipline)
Focus
Governance, Projects, Portfolios
Projects
Requests
Completed
(PPM Discipline)
Portfolios Projects Requests Completed (PPM Discipline) Customers Service Desk & Assets (Support Discipline)

Customers

Service Desk & Assets

(Support Discipline)

Requests
Requests

Focus

Incidents Closed
Incidents
Closed
(Support Discipline) Requests Focus Incidents Closed Customers Focus Operations & Change Management Work

Customers

Focus Operations & Change Management Work Requests Orders Completed
Focus
Operations & Change Management
Work
Requests
Orders
Completed
Requests Focus Incidents Closed Customers Focus Operations & Change Management Work Requests Orders Completed

Moving Towards a “Service to Customer” Focus

Service to Customers PPM ITSM
Service to Customers
PPM
ITSM
Moving Towards a “Service to Customer” Focus Service to Customers PPM ITSM

Project, Portfolio and Service Management Software Built for Higher Education

More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Change Driver:

Adjusting to Evolving Expectations

Expectations of the CIO

Increase the organization’s velocity towards meeting strategic objectives

velocity towards meeting strategic objectives Minimize service outages C I O Continually increase

Minimize service outages

meeting strategic objectives Minimize service outages C I O Continually increase efficiency and drive down costs

CIO

Continually

increase efficiency

and drive down costs

President

strategic objectives Minimize service outages C I O Continually increase efficiency and drive down costs President

Reality

CIO
CIO

Communication: Internal Leadership Team

Communication: Internal Leadership Team Key Purpose: » “ Canaries in the Mine” » Enable confident decision
Communication: Internal Leadership Team Key Purpose: » “ Canaries in the Mine” » Enable confident decision

Key Purpose:

» Canaries in the Mine”

» Enable confident decision making

Communication: Internal Leadership Team Key Purpose: » “ Canaries in the Mine” » Enable confident decision

Leadership Insights

Leadership Insights

Leadership Insights

Leadership Insights

Leadership Insights

Leadership Insights

Leadership Insights

Leadership Insights

Project, Portfolio and Service Management Software Built for Higher Education

More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Change Driver:

Addressing Perceived Value Challenges

(Lack of Visibility)

Stakeholders Have Limited Visibility

“I just don’t know what

they do with $10M per year”

“I just don’t know what they do with $10M per year” Stakeholders often have a limited

Stakeholders often have a limited frame of reference and don’t

understand the full scope of IT work

Application Infrastructure Support Admin Management Management Services Services Limited Understanding Lear Cont
Application
Infrastructure
Support
Admin
Management
Management
Services
Services
Limited Understanding
Lear
Cont
ning
Stud
ent
Facili
Man
ent
Man
ties
Proje
Cust
Appli
age
Infor
age
Man
A/V
Stud
Facul
PC/P
ct
om
Net
Tele
catio
Com
men
mati
men
age
Emai
Serv
Secu
n Equi
ent
ty
hone
Servi
Secu
Deve
work
phon
plian
t
on
t
men
l
ers
s rity
pme
Help
Help
Mgm
ces
rity
lopm
y Hosti
ce
Syste
Syste
Syste
t
nt
desk
Desk
t. (PM
ent
ng
m
m
m
Syste
O)
(LMS
(SIS)
(CMS
m
) )
Limited Understanding
Syste Syste t nt desk Desk t. (PM ent ng m m m Syste O) (LMS

Communication: Stakeholders

PresidentCommunication: Stakeholders Deans Faculty Researchers Key Purpose: » Build understanding of: » Value provided »

DeansCommunication: Stakeholders President Faculty Researchers Key Purpose: » Build understanding of: » Value provided »

Communication: Stakeholders President Deans Faculty Researchers Key Purpose: » Build understanding of: » Value provided

Faculty

Communication: Stakeholders President Deans Faculty Researchers Key Purpose: » Build understanding of: » Value provided

Researchers

Stakeholders President Deans Faculty Researchers Key Purpose: » Build understanding of: » Value provided

Key Purpose:

» Build understanding of:

» Value provided

» Constraints (capacity/budget)

» Workload profile

» Backlog of work

(capacity/budget) » Workload profile » Backlog of work » Foundation for fact based conversations around

» Foundation for fact based conversations around scheduling, hiring, risk, priorities, budgets

Stakeholder Education

Stakeholder Education

Stakeholder Education

Stakeholder Education

Stakeholder Education

Stakeholder Education

Stakeholder Education

Stakeholder Education

“Complicating” Factors

IT
IT

#EDU12 Too many tracking tools and request channels necessitates massive amounts of manual reporting, making decision-making difficult

Holistic View of IT/Service Organization

Work Requests

Service Catalog

of IT/Service Organization Work Requests Service Catalog Email Web Forms Web Services Work Request Fulfillment

Email of IT/Service Organization Work Requests Service Catalog Web Forms Web Services Work Request Fulfillment Streams

Web Forms

Organization Work Requests Service Catalog Email Web Forms Web Services Work Request Fulfillment Streams Governance

Web Services

Work Requests Service Catalog Email Web Forms Web Services Work Request Fulfillment Streams Governance & Projects

Work Request Fulfillment Streams

Governance & Projects

Routing

Logic

Fulfillment Streams Governance & Projects Routing Logic Service Desk & Assets Operations, Request, Config. &

Service Desk & Assets

Operations, Request, Config. & Change Management

Assets Operations, Request, Config. & Change Management Resource Management TDAnalysis Reporting Web Services:
Assets Operations, Request, Config. & Change Management Resource Management TDAnalysis Reporting Web Services:

Resource Management

Request, Config. & Change Management Resource Management TDAnalysis Reporting Web Services: Service-Oriented

TDAnalysis Reporting

Web Services: Service-Oriented Architecture

Productivity

MyWork®

Management TDAnalysis Reporting Web Services: Service-Oriented Architecture Productivity MyWork® TDMobile TDCommunity

TDMobile

Management TDAnalysis Reporting Web Services: Service-Oriented Architecture Productivity MyWork® TDMobile TDCommunity

TDCommunity

Management TDAnalysis Reporting Web Services: Service-Oriented Architecture Productivity MyWork® TDMobile TDCommunity

Project, Portfolio and Service Management Software Built for Higher Education

More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Change Driver:

Customers Feel that IT is Difficult to Work With

Improve Customer Satisfaction and Engagement

Improve Customer Satisfaction and Engagement President Faculty Students “I don’t know how to request a new

President

Improve Customer Satisfaction and Engagement President Faculty Students “I don’t know how to request a new

Faculty

Customer Satisfaction and Engagement President Faculty Students “I don’t know how to request a new report.”

Students

“I don’t know how to request a new report.”

“I need a new laptop”

“What happens to all of my requests?”

a new report.” “I need a new laptop” “What happens to all of my requests?” Web
a new report.” “I need a new laptop” “What happens to all of my requests?” Web

Web forms

a new report.” “I need a new laptop” “What happens to all of my requests?” Web

Docs

Email
Email

Service Desk

a new report.” “I need a new laptop” “What happens to all of my requests?” Web

Convergence of Request Management

Convergence of Request Management PPM Service Desk Change/Ops Request Fulfillment (ITSM + PPM)
PPM
PPM
Convergence of Request Management PPM Service Desk Change/Ops Request Fulfillment (ITSM + PPM)

Service Desk

Change/Ops

Convergence of Request Management PPM Service Desk Change/Ops Request Fulfillment (ITSM + PPM)

Request

Fulfillment (ITSM

+ PPM)

Simple and Branded Service Catalog

Simple and Branded Service Catalog

Project, Portfolio and Service Management Software Built for Higher Education

More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Staff is Overburdened with Work and Administrative Activities

Different Resources = Different Work Streams

=
=

Projects

Operations

Incidents

Individual Administrative Burden

Individual Administrative Burden Word Excel Assets/CIs PPT M S P r o j e c t
Individual Administrative Burden Word Excel Assets/CIs PPT M S P r o j e c t

Word

Excel Assets/CIs PPT
Excel
Assets/CIs
PPT

MS Project

Ticketing

Software

Personal To-Do Lists
Personal To-Do Lists
Administrative Burden Word Excel Assets/CIs PPT M S P r o j e c t Ticketing

One Page View

One Page View

One Page View

One Page View

One Page View

One Page View
Facilitated Dialog

Facilitated Dialog

1. Identify 2 key benefits of integrating ITSM & PPM processes

Table Discussion: 3 min Presentation: 5 min

1. Identify 2 key benefits of integrating ITSM & PPM processes Table Discussion: 3 min Presentation:

2. Identify the 2 main roadblocks to integrating ITSM & PPM processes

Table Discussion: 3 min Presentation: 5 min

2. Identify the 2 main roadblocks to integrating ITSM & PPM processes Table Discussion: 3 min

3. Identify 2 shared experiences in overcoming identified roadblocks

Table Discussion: 3 min Presentation: 5 min

3. Identify 2 shared experiences in overcoming identified roadblocks Table Discussion: 3 min Presentation: 5 min
Q&A + Open Discussion Andrew Graf agraf@teamdynamix.com Happy Hour : Today 5:30-7:30pm James Joyce Tavern

Q&A + Open Discussion

Andrew Graf

agraf@teamdynamix.com

Happy Hour:

Today 5:30-7:30pm James Joyce Tavern