newcastle university itil® case study - axelos webinar
TRANSCRIPT
AXELOS.com
12th March 2015
Webinar: Newcastle
University Case Study
About Sharon
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• Around 30-years experience in IT in a diverse range of organisations
• ITIL V2 service manager then ‘bridged’ to V3; PRINCE2® practitioner
• Joined Newcastle University in April 2011
Our ITIL Journey (So Far…)
Sharon Mossman
March 2015
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• Member of the Russell Group, an association of 24 of the UK’s leading research universities
• We have over 23,000 students and over 5,500 staff
• Our main teaching and research activities take place in Newcastle, with campuses also in Malaysia and Singapore
• We are a civic university, with three societal challenge themes supported by our research
– Ageing
– Social Renewal
– Sustainability
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Newcastle University
Newcastle University
Our Vision and Mission We aim to be a world-class, research-intensive
university, to deliver teaching and learning
of the highest quality, and to play a leading
role in the economic, social and cultural
development of the North East of England.
‘Our vision is of Newcastle as a civic university with a global reputation for academic excellence.’
The IT Service
Our Service
Around 220 people,
central and distributed
(faculty-based) IT teams
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I’m responsible for managing….
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• IT Service Desk - full first-line IT support service via telephone, email and online contact methods;
• Cluster Room Support (CRS) team - first-line face-to-face support and some email support for students and staff;
• Service Process team - developing, supporting and embedding ITIL® processes and maintaining the ITSM system.
Why ITIL?
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ITIL’s ‘common-sense’ framework addresses what to do, but most appealing is its adaptability to suit the organisation
‘Adopt and Adapt’
Our challenges
• By 2011, the IT department had already made some efforts to adopt some ITIL processes
– Simple Incident and Major Incident management processes in place
– Draft service catalogue, categories in the existing ITSM tool
• But we were missing opportunities to learn from our experiences, and improve management of services
• The main IT process challenge was controlling IT changes
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Where to start?
• Assess ITSM process maturity
• Launch the Service Catalogue
• Introduce the concept of IT Service ownership
• Review and improve the Major Incident management process
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And then…
• Replaced the ITSM system
• Introduced customer self-service
• Introduced new methods of measuring customer satisfaction
• Introduced new ITIL processes
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Some benefits
• The new Major Incident process
– Getting people together to talk about service-related issues, improving communication and instilling a service-oriented culture
• More transparency around service provision
– Change planning and visibility
– Metrics and reporting
• Common terminology really helps in a support context
• Improve the quality of service provision to our customers, evidenced by recently being awarded Service Desk Institute certification at 3-star level
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Are we done, then?
In a word…
NO!
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What next?
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The sky’s the limit!
…or is it?
Potential pitfalls to avoid or mitigate
1. Resistance to change
2. Lack of leadership support
3. Trying to do too much, too soon
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I’d recommend…
DO:
• Engage early with the people who will be working with and within the processes; consult and include them in process development decision-making wherever possible
• Communicate (use a RACI model)
• Set out the planned benefits (ROI) for each stage and ensure you review to show how well they’ve been achieved; use this information to inform next stage planning and to celebrate success
• Work with the culture of the organisation (not against it)
• Review and improve – it’s never finished.
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I’d recommend…
DON’T:
• Don’t do it all at once – find the biggest pain points and try to address those first
• Don’t aim for perfection – do the best possible within a defined timescale, then improve
• Don’t be afraid to ask for help – there are so many resources and forums, lots of help and support available
• Don’t be daunted if something doesn’t work – there’s usually another way
• Don’t be a slave to the book – take advantage of ‘adopt and adapt’ and make it work for your organisation.
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Next Webinar:
ITIL and the Cloud with Mark O’Loughlin 16th April 2015, 2pm GMT