Service Assessment Recommendation   Dawn E. Colonese, Sr. Service Management Specialist June 2015

Goal of Service Assessment Group Identify data sources that measure the health of a service Analyze data points for use on service scorecards Recommend solution for service scorecards Attended audience for this is the ITS Service Board and to receive feedback Framing for services and service offerings that are in operations

Feedback and Questions Agenda Data Sources Service Maturity Scorecards Technology Lifecycle Management (TLM) Performance Reports Point of Delivery Surveys (PODs) Technology Survey Feedback and Questions

Service Maturity Scorecard Allows organizations to understand the maturity/completeness of a service based on the ITIL framework Scorecard has been presented to ITS Service Board. Series of 23 questions that measures Customer Service Documentation regarding the Service Offering KPIs All the full documentation - hot topics. All of the attributes that make up a service and a service offering. Some of the very important questions are Documentation: Do you have KB article including escalation paths? Customer Service: Do you have POD or other measures of customer service? Do you have measures of the service /service offering such as KPIS

Example of Service Maturity Scorecard

Maturity Scorecard Maturity Scoring Score Description   Description Red, Amber, Green (RAG) Score 0-18 Service Not Well Established - Needs Significant Improvement R 19-28 service established but needs improvement A 29-35 service is established and continues to mature G 36+ mature service mature Take numbers as an example. Maturity can give you one RAG score.

Maturity Scorecard Implementation Source Service Owner and Service Offering Managers update scores monthly Process Excel spreadsheet is not acceptable processing method We need to determine tool and reporting platform. Create Scorecard in Quickbase or Service Now.  

Technology Lifecycle Management Scorecard ITS Critical Goals All core technologies have a clear roadmap - FY’15 RTS capacity needs are reduced to 80% - FY’16 OCTO/ITS Goal Develop a shared technology vision at Yale

Technology Lifecycle Management (TLM) Service Scorecard #1 Business Value Rating Distribution Applications 1 2 3 4 5 8   G Technical Fit Rating Distribution Applications 1 2 3 4 5 8    2 A Applications mapped to service offerings R Over 25% of applications are rated 2 or less A 15%-25% of applications are rated 2 or less G Less than 15% of applications are rated 2 or less

Technology Lifecycle Management Service Scorecard #2 Technology Lifecycle Management Distribution TTL Eliminate Migrate Sustain Invest Applications 8 1 4 2 A Platforms 3 R Infrastructure   G TTL needs to be spelled out. Should the order be ISME? R Over 25% of applications are rated eliminate or migrate A 15%-25% of applications are rated eliminate or migrate G Less than 15% of applications are rated eliminate or migrate

Implementation TLM Scorecard Source Application Inventory in QuickBase Service Owners input Business Value and Technical Fit Annually Process Determine database for source data Determine reporting platform

Performance Scorecards Performance Scorecards measure Key Performance Indicators identified for a specific service to help answer the questions: How well are we delivering a service? How well are we following a process?

Performance Scorecards – Interaction of Process & Service scorecards Services & Service Offerings Process scorecards cut across all service areas Service scorecards cut across all process areas Master Metrics Catalog, or rollup of all scorecards, would be done in S5 reports.

Performance Scorecards - Example Sample of Process scorecard

Point of Delivery (POD) Surveys Incident survey includes 5 questions: Was the reported problem resolved to your satisfaction? (Yes/No) How timely was the service provided? (0 - Not at all, 1 - Neutral, 2 - Timely) How satisfied were you with the professionalism of the IT representative(s)? (0 - Dissatisfied, 1 - Neutral, 2 - Satisfied) Do you have any additional comments? (Text field) Do you want someone from IT to follow up with you? (Yes/No) Generic Request (same 5 questions) Simple/Custom Requests (same 5 questions)

Point of Delivery (POD) Surveys Source ServiceNow optionally completed by client Process Capture data in SN Determine reporting platform

POD Sample Report Point of Delivery Survey Distribution Total 0 – No / Not at all / Dissatisfied 1 - Neutral 2 – Yes / Timely /Satisfied Q1. Was the reported problem resolved to your satisfaction? 40 12 20 8 A Q2. How timely was the service provided? 18 22 R Q3. How satisfied were you with the professionalism of the IT representative(s)?   15 25 G

Technology Survey Technology survey is another data point that is done every two years. How will this be incorporated into our Service Assessment ? Recommendation this is not part of the scorecard

Monthly scorecards with high level RAG scores for: Recommendations Monthly scorecards with high level RAG scores for: Service Maturity TLM Performance POD Drill down to detailed views from scorecards Service Groups, Services, Service Offerings Don’t include technology survey data in scorecards Follow-up on Session 5 progress and evaluate

Feedback and Questions Did we get the data points right? Feedback?