IT Service Management at Cardiff University Andrew Coleman, Head of IT Service Management

ITSM - Where we fit into the structure? Director of University IT David Edwards Assistant Director of Service and Operations Owen Hadall IT Service Management Andy Coleman IT Service Desk Paul Bailey Change & Release Jenny Brister

ITSM Duties Service Decommissioning Service Introduction IT Service Definitions & Catalogue IT Service Management High/Major/Security Incident Management Availability & Performance Management Problem Ticket Management Requirements Capture & Service Improvement Escalation & Complaint Management

IT Service Management at Cardiff University IT Service Catalogue

The IT Service Catalogue – At the heart of everything we do What makes it into the IT Catalogue … … do you list everything ? Our solution – 2 catalogues : A Customer Services Catalogue A Technical (Backend) Catalogue

If yes, it goes in the Service Catalogue! What makes it into the Customer Service Catalogue ? “Can a (non-IT) member of staff or student phone the Service Desk and ask for it ?” If yes, it goes in the Service Catalogue!

“Is it something that the customer.. doesn’t see, can’t request, What makes it into the Customer Service Catalogue ? “Is it something that the customer.. doesn’t see, can’t request, but is essential in provisioning or underpinning the customer service” If yes, it goes in the Technical Catalogue!

Will be differentiated at Level 0 : Within our IT Service Desk Software Will be differentiated at Level 0 : TechCat -> Data Centre Services -> Cooling BusCat -> Communications & Collaboration -> Email & Calendar

Self service portal – customers will only see items they can request Advantages of this approach Calls can be opened in terms of impact to the customer (e.g. Printing), but closed in terms technical component (e.g. Firewall) Self service portal – customers will only see items they can request Allows appropriate and targeted reporting (Customer & Technical reports)

Managed Database Services Configuration Management Database Service Catalogue e.g. Identity Management Technical Catalogue e.g. IDMan Access Management Managed Database Services Component e.g. ADFS eDirectory - POBLOGI DirSync eDirectory - ACACIA eDirectory - JCCS Shibboleth Active Directory - ADD LDAP Cluster Services IDWeb DNS Active Directory - ID Oracle IDMan DB Config Item e.g. zedir21 mnscdbc21 PP40-DC-ICX661048POE x Many

Highly searchable content to aid discoverability (intranet) IT Service Catalogue – the ‘customer’ view Highly searchable content to aid discoverability (intranet) Fully detailed service descriptions Part of formal Service Level Agreements Files: IT Service Catalgoue v1.7 BLS SLA

IT Service Catalogue – the ‘customer’ view Each service has been classified in terms of importance, which dictates support and response times

IT Service Catalogue – the ‘IT’ view Each Service has agreed Service Requests (>900 of them) Each Service Request has a target KPI Each Service Request has an agreed ‘first resolver team’ Each ‘first resolver team’ is coded into Service desk Each Service has an agreed Service Manager & Deputy, Technical Lead & Deputy and an agreed ‘Business Owner’ Files: IT Service Catalogue - SR Timings - v1.7

Staff, Students, Visitors Common Services vs Managed Services (Direct vs Indirect) University IT Common Services – Provided directly by University IT Email Query Estates Staff, Students, Visitors

Door Access Query (New ID Card) Common Services vs Managed Services (Direct vs Indirect) University IT Estates Door Access Query (New ID Card) Staff, Students, Visitors

Door Access Query (New ID Card) Common Services vs Managed Services (Direct vs Indirect) IT Component Query (Printer not working) University IT Managed Services – IT Infrastructure and Support provided by IT… … but service itself is provided by another department Estates Door Access Query (New ID Card) Staff, Students, Visitors

Common Services vs Managed Services (Direct vs Indirect)

IT Service Management at Cardiff University Service Reporting

Customer Reporting

Management Reporting

IT Service Management at Cardiff University Requirements & Service Improvement

Review & respond in 10 working days IT Service Catalogue Email to LCRs Email to School Managers Intranet

Requirements Routing - Workflow P&P - PMO S&O – Service Desk [ Relevant Technical Team ] Hold Project Pipeline Service Request IT Work Request No No Yes Yes Reqt Enough info? Current service? Service request? Change request? Yes Yes No No Service Improvement S&O – Service Management

ITSM - Where we fit into the structure?

Questions ? Andy Coleman, Head of IT Service Management