users group meeting 2012 july yale presentation v2
DESCRIPTION
Presentation from the ServiceNow New England Users GroupTRANSCRIPT
Rapid Maturity and Continual Service
ImprovementAdriene RadcliffeDirector, Service Management
Yale University
Twitter: @a_radcliffe
Rapid Maturity with Service NowThe Transformation of Yale University . . .
ITSM Process Owners
Process Managers Governance
ServiceNowService Board
Quarterly Business Review CSI
Yale Timeline
Vision Plan
“To be recognized globally as the leading technology
organization across universities, through rock-solid
services, innovation, technology leadership and
community satisfaction “
Len Peters, Associate Vice President and CIO
May 2011
Vision ToolProcessPlan Govern
Dec 2011July 2011 Sept 2011 CSIApril 2012
From Good to Great – by Jim Collins
Start with the right peopleSuperb leadershipConfront brutal factsCulture of discipline Focus on a Single Vision or Concept
Use Technology as an accelerator• http://jimmyzimmerman.com/wp-content/uploads/flywheel.swf
The Yale ITSM fly wheel
Our fly wheel was over 300 years old
and covered with ivy…
Yale Timeline
Sponsor Process Owners Partner
Vision Plan
May 2011
Vision ToolProcessPlan Govern
Dec 2011July 2011 Sept 2011 CSIApril 2012
Challenges we all face
• IT Groups Worked In Silos
• We had few documented SLA’s
• Divergent terminology, processes and practices
• Measuring and reporting were inconsistent
• ITIL and ITSM were just four letter words
BRUTAL
FACTS
The Planning Process – People & LeadershipThe Sponsor is your ITSM ChampionWhat you get: High Level Vision and Mobilization
Advisory Board will validate your roadmap, and approve specific project and organization level proposalsWhat you get: Organizational Authority Program Committee will develop an ITSM roadmap, specific project, process, and supporting organization proposalsWhat you get: Credibility and a path to success
Project Teams will deliver the discrete projects within the ITSM ProgramWhat you get: Focused delivery of ITSM capabilities
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PEOPLE
LEADERSHIP
The Planning Process - Partner
• Leverage a partner to guide us on this journey
• Fruition Partners is our GPS
• Yale OWNS the vision, and direction, and action
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LEADERSHIP
Key Points in the Yale Plan
• Educate ourselves with ITIL Foundations and begin to use the language across the organization
• Name process owners who work across the organization and harmonize processes such as Incident, Problem, Change, Request, Knowledge Management
• Recognize that we have to stabilize our environment, create a system of measurement and use key metrics to guide us where to improve
Key Service Measurement Objectives
Precise
Accurate
Stable
Reporting
Analysis
Action
Continuous Improvement
VISION
Yale Timeline
Fruition Partner Workshops Roadmap Pockets of Excellence
Process Improvement
Vision Plan
May 2011
Vision ToolProcessPlan Govern
Dec 2011July 2011 Sept 2011 CSIApril 2012
Assessment and Roadmap
ITSM Maturity Assessment Approach
• Intense on-site Roadmap Workshops with key IT Service Management Stakeholders
• Assessment of each ITIL-based process area and phase
• One-on-one discussions for clarifications and confirmations
• Rating of relative maturity against industry-standard Capability and Maturity Model scale
• Development of a Crawl – Walk – Run style roadmap based on the current state gaps and future state objectives
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ITSM Maturity Assessment
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Assessment – How to move the fly wheel…
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Pockets of Excellence
• Change Advisory Board (CAB)
• Consolidated Help Desk
• Standard Operating Procedures
• Event Management
CULTURE of
DISCIPLINE
Areas we focused our efforts
• Service Operations Center
• Creating a Problem Process
• Standardize a Request Framework
• Process Metrics and KPI’s
• Service Metrics to create a Quarterly Business Review
CULTURE of
DISCIPLINE
This was the “aha” moment
Culture change for our organization really kicked off with the ITIL Foundations training. We spoke the same language. IT units understand their applications and technical services were part of larger business services…
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Yale Timeline
Our fly wheel begins to spin!
Vision Plan
May 2011
Vision ToolProcessPlan Govern
Dec 2011July 2011 Sept 2011 CSIApril 2012
TECHNOLOGY
ACCELERATOR
Yale establishes ServiceNow• The information derived from the workshops gave us the
formal written requirements needed to configure ServiceNow for Yale. Each requirement has an associated test case
• Documented roles and responsibilities across the organization. ITIL process roles, SN tool roles, and our own change management roles such as deployment coaches
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• Fruition did the heavy lifting to configure our setup, but a Yale ServiceNow admin provided leadership for code reviews, coordinated testing and moved defects and configuration changes through our various environments to production
[DEV – TEST – PREPROD - PROD – TRAIN]
• We were limited only by our ability to provide training to the staff who were divided into deployment waves. Staff started sneaking on before they were trained
Service + Process = Checks and Balance
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3 2 5 4 6Service Owner
Team Resource Mgr
Service Portfolio Owner
1
Drivers for Yale
• Measuring ourselves against the vision of a World-Class Service Provider
• Creating bandwidth to innovate – suddenly everyone understood the value of a single knowledgebase so we don’t resolve the same workarounds over and over. Internal Standard Operating Procedures could be shared. Yale ITS now has a full time Knowledge Manager
• Standard Service Metrics and KPI’s
• Manage the demand and the work
• Manage the resources22
TECHNOLOGY
ACCELERATOR
-3 SD+
3 SD
Unstable Process
Release 1
Stable & Predictable
Release 2
Predictable & Capability
UCL
LCL
TimeBaseline Maturity
Objectives: Baseline – Stabilize - Improve• Baseline process variation
• Stabilize processes
• Stabilize measures
• Stabilize reporting
• Continuous Process Improvement
If your service performance is between
UCL – Upper Control Limit
LCL – Lower Control Limit
Your process is
stable, predictable and capable
Yale Timeline
• Service Management Organization • CSI as a Service • Process Owners/Managers & Practitioners • Service Board & Quarterly Business Review
Vision Plan
May 2011
Vision ToolProcessPlan Govern
Dec 2011July 2011 Sept 2011 CSIApril 2012
IT Governance
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Technology Initiatives Committee (TIC)
Technology Operating Committee (TOC)
Strategic
Committees
Program Committees ensures proper execution of the capital
projects
Technical Committees and Teams ensure the delivered services
are maintained
Research
Computing
Classrooms and
Teaching
Health and
Medicine
Administrative
Computing
Strategic Committees drive direction for Yale University and propose the Portfolio of Capital
Projects
IT Governance
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Technology Initiatives Committee (TIC)
Technology Operating Committee (TOC)
Service Board
Change Advisory Board (CAB)
Strategic
Committees
Program
Committees
Technical
Committees
and Teams
Research
Technologies
Teaching and
Learning
Medicine and
Health
Administrative
Operations
ERP Team
Fin Team
Dev & AYA
Health and Life
Science Team
IDM Team
Compliance
Team
Classroom
Technology
Team
Banner Team
Information
Security and
Compliance
ERP
HR
Mobile Tech
Collaboration
HPC
Big Data
LIMS
HIPAA
Medicine
IDM
InfoSec
HPC Team
LIMS Team
Subscribe to CSI as a ServiceCSI as a Service – GOALS
• To Be Established As a Repeatable Cycle• Achievable Improvements That Make a Difference• End to End Business Service Focused
• A Data Model to Underpin Decision Support Dashboards
• World Class ProcessCULTURE of
DISCIPLINE
Yale University Now…• Over 350 of 425 IT staff have ITIL Foundations
Certification another 55 have attended ITIL overview orientation
• IT Service Management - process governance and advocacy
• ServiceNow Incident, Request, Problem, Change, Knowledge
• Planned Multi-function Service Operations Center - provides increased capability to handle Major Incidents, Events and Problems
• Stabilizing our processes and services
• Stood up CSI as a Service with Fruition Partners with pilot CSI projects identified
Yale University Next Steps…
• Projects this fiscal year in our roadmap include:• Bomgar Integration with ServiceNow• Service Asset and Configuration Management (CMDB) • Contract Management for Software Licenses• Expand IT Service Request to encompass Yale self-service service access
• Integration with the newly designed Yale ITS Web Site– knowledge articles visible to our web site – ITS System Status page will be driven from ServiceNow
• Further inquiries into• Field Service• SDLC and Agile• Coaching Loops
• IT Operating Model Governance• Operationalize Service Board• Process Owners using CSIaaS• Practitioners Meetings
