itil @ deakin richard tan head, information technology services division deakin university 14 th...
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ITIL @ Deakin
Richard TanHead, Information Technology Services
Division
DEAKIN UNIVERSITY14th October 2003
Overview
• Some Background• Why ITIL?• What are we doing? • How did we get here?• What are our timeframes?• How are we doing it?• Awareness & Training• Tools, what tools?
Some Background
• Service Review Committee (SRC)
• Service Review Conference
• Service Catalogue
• What about Service Delivery?
• What about Service Support?
• We Needed a Framework
Why ITIL?
• Selection Process– ITIL Framework
• Common Sense & Practical
• Non-Proprietary
• Public Domain
• BS15000 Specification for IT Service Management
– Implementation Partner• Demonstrated ITIL Knowledge & Experience
• Training, Advice & Consulting Services
• ProActive were chosen
What are our timeframes?
• Overall Service Improvement Programme– 3 years… Don’t underestimate!!!
– It will take that long
• Implementation Stages– Service Review – December 2001
– Framework Selection – January 2002
– Assessment – March 2002
– Programme Definition – May 2002
– Programme Initiation – August 2002
– Programme Review – October 2004
How did we get here?
• Base 1 - Assessment
• Process Maturity Report
Process Maturity Results
012345
Incident Management
Service Desk
Problem Management
Change Management
Release Management
Configuration ManagementService Level Management
Financial Management
IT Service ContinuityManagement
Capacity Management
Availability Management
How did we get here?
• Efficiency and Effectiveness
Efficiency & Effectiveness Results
012345
Incident Management
Service Desk
Problem Management
Change Management
Release Management
Configuration ManagementService Level Management
Financial Management
IT Service ContinuityManagement
Capacity Management
Availability Management
How did we get here?
• Overall Assessment (40%)
Overall Assessment Results
02468
10Incident Management
Service Desk
Problem Management
Change Management
Release Management
Configuration ManagementService Level Management
Financial Management
IT Service Continuity Management
Capacity Management
Availability Management
How did we get here?
• ITSMF Membership• Service Improvement Workshop• Service Improvement Programme (SIP)• ITIL Leadership Group• ITSMF Conferences• Engaged Project Manager • Programme Planning Workshop• Created SIP Project Concept Proposals
(PCPs)
What SIP PCPs?
• Scope of Implementation– Incident Management– Help Desk/Service Desk– Service Level Management– Problem Management– Change Management– Configuration Management– Automation of Processes (Tools)
How did we get here?
• Project Workshops for each process• More Training• PCPs Created
– Incident Management/Service Desk– Service Level Management– Change Management
• Funding Proposal
Incident Management/ Service Desk
• Key Objectives (1)– To develop processes which are aligned
with the ITIL (IT Infrastructure Library) Service Support framework and achieve measurable improvements in the areas of Service Desk and Incident Management
– These improvements will be measured in a number of ways, the main ones being by way of surveys and benchmarks of the length of time incidents are open
Incident Management/ Service Desk
• Key Objectives (2)– A regular 6 monthly maturity check will
also be conducted to monitor our progress against the best practice maturity levels, with a goal of reaching a maturity level of 2.5 for Incident Management by the closure of this project
– It is also the objective of this project to enable the provision of better business information
Incident Management/ Service Desk
• Tasks and Deliverables (1)– Mapping and documentation of Incident
Management and Service Desk process lifecycles
– Procedures supporting the incident management and service desk process lifecycles
– Standard process creation and review procedures and templates
Incident Management/ Service Desk
• Tasks and Deliverables (2)– Schedule of ongoing process improvement
reviews – Documented baselines and metrics– An ITIL aligned Service Desk
Service Level Management
• Key Objectives (1)– To develop processes which are aligned
with the ITIL (IT Infrastructure Library) Service Support & Delivery framework and achieve measurable improvements in the area of Service Level Management and an increased ability to manage the expectations of customers and vendors
Service Level Management
• Key Objectives (2)– These improvements will be measured in
a number of ways, the main ones being by way of Service Level Agreements and process maturity. Service Level Agreements and Operational Level Agreements will be formed and agreed with key stakeholders
Service Level Management
• Key Objectives (3)– A regular 6 monthly maturity check will
also be conducted to monitor our progress against the best practice maturity levels, with a goal of reaching a maturity level of 4 for Service Level Management by the closure of this project
Service Level Management
• Key Objectives (4)– Ensure that all services have defined
metrics, measures with which to provide useful business information
– Establish a mechanism to measure and report on Service Performance and put in place a process to review all services
Service Level Management
• Tasks and Deliverables (1)– Mapping and documentation of Service
Level Management process lifecycle– Identify and document procedures
required by each section to support the process
– Ensure that the accepted ITS Process creation and improvement model is followed
Service Level Management
• Tasks and Deliverables (2)– Establish business reporting requirements and
implement
– Implement continuous improvement process
– A Service Catalogue
– A standard Service Level Agreement Template
– A standard Operational Level Agreement Template– A negotiated SLA with the VP(A)– Negotiated OLAs which underpin the SLA
How are we doing it?
• Programme Management– ITIL Champion– Leadership Group– Project Manager– Business Analyst
• Projects Management– Formal Methodology– Project Structure– Process Owners– Project Teams
How are we doing it?
• IT Governance– Policy Definition– Prescribed Processes– Process Definition– Process Change Management
– Not sure what you want here…
Service Level Management
• Definition of a Service
“A grouping of IT functions that provide a definitive outcome for
customers”
Service Level Management• Service Listing
Service Owner Corporate Applications Support Corporate Applications Group LAN/WAN Service (provision to external customers) Networking Section Education and Training (Staff and Students) Training and Information
Section Remote access service Networking Section Strategic Planning Contracts and Strategic
Planning Manager Laboratories, Training Rooms and Lecture theatres Laboratories Section Personal Organiser Support Contracts and Strategic
Planning Manager Server & Facilities Management Systems Section Software (Staff & Students) Contracts and Strategic
Planning Manager Telephone Service Networking Section Telephone mobile billing service Administration Group Web Development Web Development Section Workstation Management (DUWS) Client Services Manager Support Services (Helpdesk, Personal Help, Consulting, external fee for service support (IKE, MIBT).
Help Desk Section
Desktop Management Desktop & Workgroup Section
Web Support Web Development Section Web Application Development Web Development Section Project Management Project Pool Enterprise Productivity Tool Development Systems Section Internet Access Service (Including messaging, proxy, DNS, DCHP) Systems Section Enterprise Calendar Service Systems Section Enterprise Email Service (Including WebMail) Systems Section
Service Level Management
• Service Offerings– Currently being prepared
– SLM Project Team Members
– First cut prepared
• Process Definition underway
• Templates published
Service Level Management• Timeframes
– Service Catalogue• October 2003
– OLAs & Underpinning Contracts• October, 2003
– Automation Requirements• October, 2003
– SIP Timetable• November, 2003
– SLA with Vice-President (Administration)• December, 2003
Incident Management/ Service Desk
• Project Plan developed
• Project Team assembled
• Process Definition underway
• Templates published
Awareness Campaign
• Leadership Group
• Formal Communications Plan
• Communications Officer
Awareness Campaign• Internal
– Service Management Essentials Training (Including an exam!)
• 75% of all staff so far
• 100% by March 2004
– Manager Training (A tougher exam!!!)– Procurement of the books – It IS a Library– Encouragement to implement in small teams– ITIL Web Site– Fortnightly Reports– Regular “All ITS Staff” Briefings
Awareness Campaign• External
– Regular postings to University Newsletter
– Client Forums• IT Managers
• DUITEs
– Other Universities• Knowledge & Experience Sharing
• Forums– VDIT
– CAUDIT
– EDUCAUSE
– SPUSC
– Public Forums• ITSMF Conferences
Tools, what tools?• Currently
– help.deakin– Work Request System– Internally developed & maintained– Integrated with User Management System
• During the Projects– Requirement identification– Some Enhancements to help.deakin– Configuration Management system
development
Tools, what tools?
• Eventually– Compile all requirements
• All ITIL Processes
• Analysis of technology base
• Expansion to entire University
– Call for Tenders– Cost/Benefit Analysis– Full redevelopment or Purchase
ITIL @ Deakin
Questions?