case study: turning a big ship–transforming it silos into it services at the county of los angeles
DESCRIPTION
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.TRANSCRIPT
Turning A Big Ship Around
Transforming IT Silos Into IT ServicesCounty Of Los Angeles
Your Hosts
Mark Diorio“The Boss”
Randy Steinberg“The Outsider”
Christian VirayThe Only One Here
That Gets Stuff Done
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
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
Chaotic1.0
• Fight Fires• Reactive problem
and incident handling
• Measurements at technology component level
Reactive2.0
• Analyze Trends• Set Thresholds• Predict problems• Consistent processes
Proactive3.0
• IT organized, run as a service provider
• Service Catalog • Measures and
reports in place for services
Service Driven4.0
• IT is a strategic business partner
• IT services linked to business outcomes and strategies
• IT value is measured and reported on
Value Driven5.0
Current Maturity Average
Target Maturity Average
1.9
4.0
Need To Get To
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
• 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
Str
ateg
icO
utc
om
esS
trat
egic
O
bje
ctiv
esV
isio
n
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?
Mis
sio
n
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
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
Transition From Old SMS To New
Build Test DeployDesignStrategy
Establish Release Scope and Functional Requirements
CollectCollectProjectProject
InformationInformation
Analyze Analyze PortfolioPortfolio
PrioritizePrioritize
Conduct User Acceptance Tests
Deploy Release To Production
Build and Test Configuration Changes
Conduct Use Case TestsEstablish
SandboxConfiguration 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
Our Implementation TeamProject Manager
SMSCommunications
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
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…
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?
Training and CommunicationsAwareness 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
Our ITSM Organization Approach
Technology OwnerTechnologies
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
Service Desk
Application Management
Special Event
Support
• Go-to expert for specific technology• Researches latest technology advances
Service Owners and Leads Are Critical!!!
How We Communicated Our Services To Our Business Units
Before After
LESSONS LEARNED
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?
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
SQL
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
Where Are We Going From HereNext Steps:1. Monitoring Systems Integration2. Financial Contract Management System (currently in development)3. CMDB Implementation
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