our journey to a shared virtual service desk (289132711)

Developing the Shared Processes Start with a Best Practice Baseline • Started with ITIL, PMI,and ISO Refine Together • 3-dayWorkshop Sessions • Representatives Participation fromeach Early Adopting Unit • Established Initial Tool Requirements Review • IT CommunityPeer Review • Delphi Method • 3Rounds • Continuing ProcessAudi ts SharedProcedures Establishescommon standards Unit Procedures Document unit-levelneedswithin shared procedures Description How a large, decentralized, multi-campus, research institution approached, and is implementing a Shared Virtual Service Desk to create efciencies, improve decision making, and support higher education's global mission. Outcomes • Understand the strategic importance of a Shared Virt ual Service Desk • Learn a collaborativ e approach to help your institution (or organization) adopt new ways of working • Identify st rategies to help your institution (or organization) navigate implementing a Shared Virtual Service Desk Dive Deeper http://smo.psu.edu Providing Support IT Transformation Team • Transitional Project-phase Support • Communications • Tool and ProcessTraining • Tool Development Framework • Busines sand Strat egyAnalysis Service Management Office • Ongoing Operational Support • P rocess Ownership • Auditing Compliance • Document Repository • Tool and ProcessTraining • Long-termDe v/Ops Developing with Agile • Quick startu p • Scrum dev elopment pr ocess • Keeps requ irements in the voice o f the submitters • Additive ad justments wi th each group onboarded Viewing the Current State Incident Management 93% Change Management 93% Service Catalog Management 93% Service Request Fulfillment 92% Knowledge Management 58% Problem Management 53% Total 80% Continual Learning • Remove “cur rent state ” from developmentdiscussion • Initial releases are 80% ef fective • Expect constant refi nement as each user-group matures • Choosing a to ol helps gi ve structure to process conversation • Strong invo lvement and understanding by leadership is crucial • You g et slowe r before y ou get fa ster • “Less is more” when it comes to tool development • Frequently set e xpectations at a ll levels • Implementation and operatio ns phase beome concurrent Identify Collaborators Largest Cost-recovery Unit’s IT Service Desk • Outreach (and Online Learning) Information Technologies • ~60Staff,24/7 • Highest ITSM maturity Largest Provider of CentralizedServices • Information Technology Services • ~600Full-time staff,24/7 College Support Provider • Smeal College of Business Research,In struction and Information T echnology • ~30Full-time Staff Large Campus Service Desk • Penn State Harrisburg Information TechnologyService Desk • ~20 Full and Part-time Staff Small Campus Service Desk • Penn State York Service Desk • ~4Full-time Staff SharedPolicy Defineshigh-level guidelines SharedProcessFlow Alignstobest prac6ces Our Journey to a Shared Virtual Service Desk

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Page 1: Our Journey to a Shared Virtual Service Desk (289132711)

8/20/2019 Our Journey to a Shared Virtual Service Desk (289132711)

http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132711 1/2

Developing the

Shared ProcessesStart with a Best Practice Baseline

• Started with ITIL,PMI,and ISO

Refine Together

• 3-dayWorkshopSessions

• RepresentativesParticipationfromeach EarlyAdopting Unit

• Established Initial Tool Requirements

Review• IT CommunityPeer Review• Delphi Method• 3Rounds

• Continuing ProcessAudi ts

PennStateIT

SharedProce dures

Establishescommon

standards

PennStateIT

Unit Procedures

Document unit-levelneedswithin shared

procedures

Description

How a large, decentralized,

multi-campus, research

institution approached, and

is implementing a Shared

Virtual Service Desk to create

efciencies, improve decision

making, and support higher

education's global mission.

Outcomes • Understand the strategicimportance of a Shared VirtualService Desk

• Learn a collaborative approach tohelp your institution (or organization)adopt new ways of working

• Identify strategies to help yourinstitution (or organization) navigateimplementing a Shared VirtualService Desk

Dive Deeper

http://smo.psu.edu

Identify

Collaborators

Largest Cost-recovery Unit’sIT Service Desk

• Outreach (and Online Learning)Information Technologies

• ~60Staff,24/7

• Highest ITSM maturity

Largest Provider ofCentralized Services

• Information Technology Services• ~600Full-time staff,24/7

College Support Provider• Smeal College of Business

Research,In struction and Information Technology• ~30Full-time Staff

Large Campus Service Desk

• Penn State Harrisburg InformationTechnologyService Desk

• ~20 Full and Part-time Staff

Small Campus Service Desk• Penn State York Service Desk• ~4Full-time Staff

PennStateIT

SharedPolicy

Defineshigh-level

guidelines

PennStateIT

SharedProcessFlow

Alignstobest prac6ces

Page 2: Our Journey to a Shared Virtual Service Desk (289132711)

8/20/2019 Our Journey to a Shared Virtual Service Desk (289132711)

http://slidepdf.com/reader/full/our-journey-to-a-shared-virtual-service-desk-289132711 2/2

Our Journey to

Shared Virtual

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