title: service management at choicepoint session #: 33 speakers: krissi rouquie & frederieke...
TRANSCRIPT
Title: Service Management at ChoicePoint
Session #: 33
Speakers: Krissi Rouquie & Frederieke Winkler Prins
Companies: ChoicePoint & Service Management Partners
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Service Management Partners
• R&D company dedicated to continuously:– increase the maturity of service management
processes
– reduce the complexity of service management processes
– eliminate the risks associated with service management implementations
– minimize the resources required to implement service management processes.
Introduction
ChoicePoint
• Premier provider of decision-making intelligence to businesses and government.
• In order to achieve this, data goes through the following distinct phases:– Identification– Retrieval– Storage– Analysis– Delivery
Introduction
ChoicePoint
• 60 locations• Headquarters in Atlanta, Georgia• 5,500 employees• 1550 IT employees• Average of 6 to 7 acquisitions a year
Introduction
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Objective:
• To utilize ITIL concepts and the functionality of the Service Desk and Command Center to attain greater use of metrics and documented processes, thus providing a higher level of quality to all clients.
Why Service Management?
Goals:
• Implement system management disciplines with a focus on the ITIL model.
• Define operational reporting and “manage by momentum” metrics.
• Define services provided. • Deliver effective communication to all
customer constituencies, especially delivery successes.
Why Service Management?
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Approach• Tool Selection
– ITIL Standards– Service Management Best Practices
• Implementation Resources– 12 weeks, 3 Consultants (2 Functional, 1 Technical)
• Scope– ITIL Assessment– Install HP ServiceDesk– Create Processes for Incident Management, Problem
Management and Change Management– Common Toolset for Technology Staff
From Scratch
Milestones• 3/03 – Kick-off ITIL Workshop/Interviews• 3/03 – Installation of HP Service Desk • 4/03– Roll-out to Limited Number of Users• 4/03 – Assessment Delivery• 5/03 – 12/03 – ITIL Momentum Stops – Teams
Continue to Use Two Tools• 1/04 – CP Forms ITIL Team to Focus on Processes• 2/04 – 2nd Consulting Firm Engaged to Assess
From Scratch
Deliverables
• ITIL Assessment• Installation of HP ServiceDesk• List of Best Practices• Sample Documents/Manuals• No Processes
From Scratch
Lessons Learned
• Educate Internal Resources• Communication is Key• Look at Processes First – Tool Second
From Scratch
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Approach
• Tool Selection– Alignability Process Model
• Implementation resources– 43 consulting days
• Scope– Processes
• Incident Management• Problem Management• Configuration Management• Change Management• Service Level Management
Best Practices
Standard Implementation Plan
• Adjustments– Process Review– Process Model Customizations– Tool Customizations– No Need for Technical Consultant
Best Practices
Milestones
• 06/01: Kick-Off• 06/10: Process Review Finalized• 07/06: Customized Processes and Process
Model• 07/21: Data Populated• 08/06: User Training Completed• 08/06: Go Live
Best Practices
Deliverables
• Process Documents• Optimized Alignability Process Model• Optimized Service Desk Settings• Documented Service Desk Set-up• Optimized Report Manager• Training Material for each Role• Quick Reference Sheet
Best Practices
Lessons Learned
• Start with a template• Get buy-in from all groups involved• Training is key• Create Service Management Board• This is a Program not a Project
Best Practices
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Achievements, November 2004
• Report Creation– Management Metrics
– Process reinforcement
• Configuration Management– Relation CIs and 3 critical services
• Alarm Management• Request Web Interface
After 3 Months
Challenges
• Change Management– More notification than management
– Two different tools to support this process
• Not all groups on the same processes• Reports not available to everyone
After 3 Months
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Achievements, February 2005
• Dashboard Manager– Configured
– Implemented
• Additional Users• Decrease in outages• ITIL training
After 6 Months
Challenges
• Request Web Interface– Automatic approval
• Time Tracking• Training
After 6 Months
• Introduction• Why Service Management?• From Scratch• Best Practices• Status After 3 Months• Status After 6 Months• Status After 9 Months
Agenda
Achievements, May 2005• Request Web Interface with Approval• Production Availability reports• Dashboard Metrics Available• Metrics linked to reports for details
ChoicePoint is operating at a much higher operational standard in 2004 than in 2003. Processes are standardized; tools are in place and reporting mechanisms are simple but effective.
After 9 Months
Challenges
• Metrics available per group and service• Resource and Time tracking• No full-time service manager position
After 9 Months
Krissi RouquieDirector, Enterprise ApplicationsChoicePointKrissi.Rouquie@choicepoint.comwww.choicepoint.com
Questions?
Frederieke Winkler PrinsPartnerService Management [email protected]