our journey to a virtual shared service desk. christy long director, its services and solutions mark...
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Our Journey to a Virtual Shared
Service Desk
Christy LongDirector, ITS Services and Solutions
Mark Staub Manager for Service Delivery, ITS Services and Solutions
Cristol Gregory IT Project Manager, Penn State IT Transformation Program
Our Journey to a Virtual Shared Service Desk
Our Journey to a Virtual Shared Service Desk
DescriptionHow a large, decentralized, multi-campus, research institution approached, and is implementing a Shared Virtual Service Desk to create efficiencies, improve decision making, and support higher education's global mission.
Outcomes Understand the strategic
importance of a Shared Virtual Service Desk
Learn a collaborative approach to help your institution (or organization) adopt new ways of working
Identify strategies to help your institution (or organization) navigate implementing a Shared Virtual Service Desk
IdentifyCollaborators
Largest Cost-recovery Unit’s Service Desk Outreach (and Online Learning)
Information Technologies ~60 Staff, 24/7 Most ITSM maturity
Largest Provider of Centralized Services Information Technology Services ~600 Full time staff, 24/7
College Support Provider Smeal College of Business
Research, Instruction and Information Technology
~30 Full-time Staff
Large Campus Service Desk Penn State Harrisburg
Information Technology Service Desk
~20 Full and part-time Staff
Small Campus Service Desk Penn State York Service Desk ~4 Full-time Staff
Our Journey to a Virtual Shared Service Desk
5
Shared Process Development
Representative Workshops and Peer Reviews
Our Journey to a Virtual Shared Service Desk
Developing the Processes
Start with a Baseline
• ITIL best practice
• Policy, Process, and Shared Procedure Documents
Refine
• 3-day workshop sessions
• Representatives from each early adopting unit
Review
• IT Community Peer Review
• Delphi method
• 3 rounds
7
Defines high-level guidelines Compiled in workshops and
edited through peer review.
8
Compiled in workshops and edited through
peer review.
Aligns to best practices
9
Establishes common standards Completed in workshops and
edited through peer review.
10
Document unit-level needs within shared procedures
Determined inUnit Procedure Workshops
Our Journey to a Virtual Shared Service Desk
Providing Support Service Management Office
Ongoing Operational Support
Process Ownership
Auditing Compliance
Document Repository
Tool and Process Training
Long-term Dev/Ops
IT Transformation Team
Transitional Project-phase Support
Communications
Tool and Process Training
Tool Development Framework
Business and Strategy Analysis
Our Journey to a Virtual Shared Service Desk
Our Journey to a Virtual Shared Service Desk
Reaping Benefits
End users have seamless and predictable interactions with IT
Decision makers have data to be able to make resource decisions
Service providers see improved efficiency, transparency and collaboration
Our Journey to a Virtual Shared Service Desk
Developing with Agile Quick startup
Scrum Dev ProcessKeeps requirements
in the voice of the submitters
Additive adjustments with each group onboarded
IT Transformation Processes
Process, Tool and Adoption
Incident Management 93%
Change Management 93%
Service Catalog Management 93%
Service Request Fulfillment 92%
Knowledge Management 58%
Problem Management 53%
% Complete 80%
Our Journey to a Virtual Shared Service Desk
Viewing the Current State
Our Journey to a Virtual Shared Service Desk
Continual Learning Remove “current state” from
development discussion
Initial releases are about 80% effective
Expect constant refinement as each user-group matures
Choosing a tool first helps give structure to process conversation
Strong involvement and understanding by leadership is crucial
You get slower before you get faster
“Less is more” when it comes to tool development
Frequently set expectations at all levels
Implementation and operations phase are concurrent
Our Journey to a Virtual Shared Service Desk
HandoutsIncident Management primer Change Management primer Request Fulfillment primer Service Catalog Management primerService Owner primer Service Manager primer Process Owner primer Process Manager primer Process Liaison primerDive Deeper
http://smo.psu.edu
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