Progress of ITSM at Pomona College and the use of Footprints Information Technology Services IT Service Management and the Tools Supporting it Pomona College, ITS

Timeline of ITSM at Pomona Pomona College, ITS

The ITIL Business Processes Pomona College, ITS

The Service Catalog Client Services begins to work on what services we think we offer. IT Management takes worksheet and starts to refine it. The services, once agreed upon, are transferred into Footprints, into the Service Desk Project, where they are used to classify tickets and measure SLA* Pomona College, ITS

Incident Management We had always been doing SOME level of Incident Management.  Incident detection and recording  Classification and initial support  Investigation and diagnosis  Resolution and recovery  Incident closure  Ownership, monitoring, tracking and communication Pomona College, ITS

Is this an Incident or a Service Request? Against what Service is this request or incident being reported? What is its urgency and impact? Pomona College, ITS

SHIFT TO FOOTPRINTS SERVICE DESK DEMO Pomona College, ITS

Meaningful Reporting? Critical Success Factors (CSFs) The Critical Success Factors are:  Maintaining IT Service Quality  Maintaining Customer Satisfaction  Resolving Incidents Within Established Service Times Maintaining IT Service Quality Number of Severity 1 incidents (total and by category) Number of Severity 2 incidents (total and by category) Number of other incidents (total and by category) Number of incidents incorrectly categorized Number of incidents incorrectly escalated Number of incidents bypassing Service Desk Number of incidents not closed/resolved with workarounds Number of incidents resolved before customers notice Number of incidents reopened Maintaining Customer Satisfaction Number of User/Customer surveys sent Number of User/Customer surveys responded to Average User/Customer survey score (total and by question category) Average queue time waiting for Incident response Resolving Incidents Within Established Service Times Number of incidents logged Number of incidents resolved by Service Desk Number of incidents escalated by Service Desk Average time to restore service from point of first call Average time to restore Severity 1 incidents Average time to restore Severity 2 incidents These are only examples of items one might try to develop toward reporting on Critical Success Factors. Each organization will be different and, depending on our respective maturity, not all will be defined yet. Pomona College, ITS

Sample Reports Pomona College, ITS

Problem Management Problem Management deals with resolving the underlying cause of one or more Incidents. The focus of Problem Management is to resolve the root cause of errors and to find permanent solutions.

Pomona College, ITS CAUSE MAPPING as an alternative to Root Cause Analysis  Describes all possible contributing factors to a failure  Relates the failure as it impacts the mission of the organization  Decreases the single point of contact as the problem (reduces finger pointing)  Provides multiple points where modifications in process could occur to avoid the problem in the future.

Pomona College, ITS Change Management Deployed early because we felt that this was our Achilles Heel. We needed a voting process though. Currently under review as we feel that some parts are overly- complicated.

Pomona College, ITS Configuration Management System  Utilizing a combination of NAMP and data from other sources, records are imported into the CMDB module of Footprints.  Determining the level of detail to which you want to go is critical but you can change your mind!  Developing it as a mandatory process step for both Incident and Change Management key (but not accomplished yet -- see CSI) Flexible inventory reporting and asset management Visualization of relationships

Pomona College, ITS Relationship to Incidents Access between Service Desk and CMDB Access between Change Management and CMDB Each organization needs to evaluate why it is adopting ITIL and then establish the CI level of depth and scope that is cost effective for the organization to place under Change and Configuration Control.

SHIFT TO FOOTPRINTS CMDB DEMO Pomona College, ITS

Knowledge Management We currently use RightAnswers as our Knowledge Management product. That's a discussion for another day. (Move along. These aren't the droids you seek)

Pomona College, ITS Continual Service Improvement or Now that we have it, what do we do with it?

Pomona College, ITS Questions? Answers? Discussion ? Contact: Julie Journitz, Director of Client Services Information Technology Services Pomona College Claremont, California