IT Service Management

Using Process to Optimize Technology

Resources and Delight Customers
 IT Service Management

Panel Introductions
• Tracy Schroeder
Boston University Slideshow Title Goes Here
• Oren Sreenby
• VP, IS&T, Boston University • Sr. Director, Emerging
since 2009 Technologies and
• CIO/VP IT, University of San Communications,
Francisco, 2002 – 2009 University of Chicago
• ITIL Foundation certification, • University of Washington
V2 and V3 1994-2010

• Brett Coryell
• Deputy CIO, Emory University
since August 2007
• Deputy CIO, Purdue University,
2004-2007
IT Service Management

Agenda
Boston University Slideshow Title Goes Here
 Institution’s Experiences
 Emory University
 Boston University
 University of Chicago

 Common Themes

 Discussion
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Emory Overview Information Technology

• Emory University and Emory Healthcare:

– Employees: 23,469 (includes 3,777 faculty)
– Operating Budget: $3.0 billion
– Endowment: $4.5 billion

• Emory University
– Students: 12,930 (6,980 undergrad; 5,950 grad/professional)
– Sponsored Research: $535 million

• Emory Healthcare
– Largest healthcare system in Georgia
– About 1200 licensed beds and 2M ambulatory visits/yr

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Visual History of IT Information Technology

2000 2005 2007-08 2009-11 20xx

- 5 orgs to 1 - Single CIO - University IT - Budget cuts
- Fiber rings - Exchange - Project Mgt - ITIL Training
- PS SA, HR - Wireless - IT Operations - Service-now
- Avaya (SVP) - Major reorg - Refine reorg

Change, Incident, Catalog, Config

Consolidation Foundation Projects Ops Excellence Innovation

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5
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Information Technology
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Objective (our vision) Information Technology

Budget

Building
Tomorrow
Help Emory create the
future.
Running
Today

Push the line down.

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(Quick win, 3 yrs later) Information Technology

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Our ITIL Journey Information Technology

Round 1
Training + Change + Problem

Round 2
Training + Reorg +
Incident, Catalog, SLM

Round 3
Training + RIFs + SN +
Incident 2, KM, Config

Round 4
Limited Training + Hires +
PPM, KM 2, Config 2, Problem 2,
Change 4, Service Availability,
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SLA 2?, Catalog 2?, Request?
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Service Desk Information Technology

The Plan
1. Bring it under control
2. Keep it under control
3. Add more metrics
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Good and Bad Information Technology

Successes Challenges
- 19 groups using - Incredible effort to
the same tool in build coalition of
the same way various IT groups

- Amazing growth - Costs freed up

on a flat budget mostly given back

- Increased stability - Staff reductions

- Increased trust - FCR down, not up

- Changed the - Ownership by

discussion about managers is still
IT at Emory elusive
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Results of ITSM Information Technology

• 44 of 100 services had no unplanned downtime at all

• 60 of 100 services achieved 99.99% availability or higher
• 75 of 100 services achieved 99.90% availability or higher
• Plus formation of enterprise Architecture Review Team
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Results of ITSM Information Technology

Mean Time to Resolve Incidents

FY11 so far: MTTR=53 hrs including pending; std dev = 29 hrs.

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Results of ITSM Information Technology

“I would have killed myself last year without central IT to

show the way.”

“I almost feel like the teacher’s pet. It’s a little

embarrassing being the example over and over again.”

“The last time we did strategic planning we purpose kept IT

away from the table because we knew you would hide
and waste the money. We’re overdue for inviting you
back to the table.”

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Information Technology
IT Service Management

About Boston University & ITIL

Boston University Slideshow Title Goes Here
 A major private, residential, research university with
two campuses in Boston and operations throughout
the world

 Carnegie Classification: RU/VH

 31,766 Students

 2,622 Faculty

 Began work on ITIL

adoption in
September, 2009
IT Service Management

ITSM Goals
Boston University Slideshow Title Goes Here

 Build credibility through operational

excellence.
 Improved client experience through
focus on the client perspective.
 Efficiency, with a goal of ability to
redirect additional resources to projects
 Job satisfaction for IT staff
IT Service Management

Move From: To:

Chaos
Boston University Slideshow Title Goes Here
Order
Reactive Proactive
Unplanned Planned
Random Efforts Predictable quality
Best Efforts Optimization
IT Service Management

Where we started
Boston University Slideshow Title Goes Here
IT Service Management

Where we are going

Boston University Slideshow Title Goes Here
IT Service Management

Successes
Boston University Slideshow Title Goes Here

 Improved reliability
 Service Catalog-based web
site
 Training, common
language, goodwill
 Coming soon: Ability to
leverage service desk and
service management
system for ERP rollout
IT Service Management

Before
Boston University Slideshow Title Goes Here
IT Service Management

Boston University Slideshow Title Goes Here

IT Service Management

Boston University Slideshow Title Goes Here

IT Service Management

Training
Boston University Slideshow Title Goes Here

 Initial ITIL one-day overview

 Service Catalog workshop
 3 Foundation certification Trainings
 ITIL Book Club
 ITIL Awareness for governance committee members
 ITIL Awareness+ sessions for staff and partners
 3 more Foundations trainings coming this fall
 IT Service Management

ERP Incident & Request Workflow

Boston University Slideshow Title Goes Here

Go-Live Support
IT Service Management

Challenges
Boston University Slideshow Title Goes Here

 Defining services
 Working without a real service management system
 Cross-training at the service desk
 Aligning service management, project management for
relationship management
 Understanding and applying configuration mgmt
 IT Service Management

PMO & SMO

ITIL Roles
Boston University Slideshow Title Goes Here
Service
Relationship Owner,
Manager, input
input from from
Service Level multiple
Manager sources

Director,
Manager,
Lead
IT Service Management

Lessons Learned
Boston University Slideshow Title Goes Here

 Start with training and

building shared
understanding
 Identify a consulting
partner that works for
you
 Don’t skip steps
 Put tools in place as
early as possible
 Big Ten Champion in 1899, 1905, 1907, 1908, 1913, 1924
 First Winner of “Downtown Athletic Club” trophy (Heisman Trophy) - Jay
Berwanger, University of Chicago, 1935
 Left Big Ten athletics in 1946
 5,134 undergraduate students
 10,492 graduate and professional students
 Nobel prize winners affiliated with the University of Chicago? - 86
 A seriously intellectually geeky place (and proud of it).
 ITSM
“is a discipline for managing information technology systems,
philosophically centered on the customer’s perspective of IT’s
contribution to the business.”
- wikipedia
The
Goal
Not the goal
 ITSM at uchicago

 Disclaimer about me
Bad Process
40
 Good Process

 Don’t have to reinvent the wheel each time you go

for a drive
 Makes it easier to get things done
 Doesn’t get in your way
Where we’re starting
 How Are We Doing?

 Online Now
 Service Catalog
 Knowledge Base

 Sev. 1 Outage Process

 In Development for July 2011

 Change Management
 Incident Management

 (basic) Service Level Documentation

 Tool Criteria

 Web based
 Open interfaces
 We like software as service
 Tools

Process Tool
Knowledge Management UW Knowledge Base
Change and Incident Management ServiceNow
Service Catalog Drupal
 Challenges & Lessons Learned

 Set priorities – decide which pain points are important to

address first.
 Be willing to get it wrong at first and adjust as you go.
 Sponsorship and direction from the top is important, but…
 Leadership and buy-in on the ground is just as important.
 Good tools may help you not have to reinvent the wheels,
but…
 Technology is not the hard part.

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IT Service Management

Common Themes
Boston University Slideshow Title Goes Here

 Customer Satisfaction AND Resource optimization

 Starting with Change Management
 Defining services, then defining them again
 Training is worth the investment (shared vocabulary)
 Building the Service Desk function
 Service Management System implementation