ITSM Support Group Administrator This is one in a series of presentations about ITSM, the earliest ones stretching back to November. Today’s is a high level overview where we present the different processes. We’ll be giving more details in upcoming weeks. May 2011

Objectives By the end of the session you will be able to: Describe the Support Group Admin Role Administer support group membership Know when to use the OARS M2 Request Utilize ITSM reports Find support information

Agenda Support Group Administrator (SGA) role and responsibilities Administering support group membership Running ITSM Reports Bringing it all together: a day in the life Questions

role and responsibilities Support Group Administrator (SGA) role and responsibilities

The ITSM Support Group Administrator Previously: Support Group Manager Same responsibilities Plus the ability to manage membership A key role Connecting your team to where ITS is going Vital to embracing ITS changes Essential to making the ITS Service Management processes work

The ITSM Support Group Administrator Priorities Puts policies into action Not just managing membership, but getting team members to take ownership and responsibility Decides how to administer within framework Viewed as Empowered Accountable High performing support team

The ITSM Support Group Administrator Puts policies into action Not just managing membership, but getting team members to take ownership and responsibility

High Level Responsibilities: Processes Monitor efficiency and effectiveness Take appropriate action when necessary Knowledge Incident Problem Change

Incident Problem Change Incident Process Appropriate assignment of open incidents Ensure incidents are resolved as quickly as possible, adhering to ITS Resolution Targets Ensure appropriate Knowledge Management articles and Problem Investigations are created from incidents Incident Problem Change Knowledge

Incident Problem Change Problem Process Assign resources to Problem Investigations and Known Errors Monitor target dates of investigations Incident Problem Change Knowledge

Incident Problem Change Change Process Ensure that change requests to be coordinated by your group are accurately recorded and completed in a timely manner When the Change Coordinator is unknown, ensure that a Change Coordinator gets assigned to your change requests Incident Problem Change Knowledge

Incident Problem Change Knowledge Process Document reviews: after notification, determine if review is needed then assign for review Reports: know what has been used and what hasn’t; decide if those numbers are appropriate. Incident Problem Change Knowledge

Your Tools ITSM Consoles Reporting Manage support group membership Standard Public Create New Manage support group membership ITSM Tool OARS (M2) request process for specific roles

Consoles in ITSM Individual Console by Process Overview Console ITSM Home Page

Individual Consoles

Overview Console

Console Personalizing

Console Personalizing

Console Personalizing 1 2

ITSM Home Page

Personalizing Your Home Page 1 3 2

Administering support group membership Keep those ducks in a row Administering support group membership

Administering Group Members What does this mean? Gives you the power to add or remove support staff members from your own support group. Benefits Empowering you to have more control of your support group Immediate Support Group resource to work records

Administering Group Members Two ways to manage support group membership ITSM Tool – adding a user to the your Support Group OARS (M2) Request – adding a user to ITSM tool & Functional Role Role OARS (M2) Request ITSM (Adding User to Support Group) Existing ITSM User New ITS Employee Non-ITS Employee Functional Role: Change Coordinator Support Group Admin

Administering using ITSM Tool

1 2 3 Click the Support Groups tab. 3. Select the support group to manage. 4. Click Modify Selected Support Group. 2 3

Click the People Display tab. 6. Click Refresh. 7. To add a member, click Add and complete the following steps. To remove a member, select their name and click Delete.

Type the person’s first and last name and then click Search. 9. Select the person and then, from the Relationship Role list, select Member. 10. Click Add. 11. Repeat steps 7 – 9 to add additional people and then click Close.

OARS M2 Request 1 2 3 ITSM General Access includes but not limited to; Infrastructure Change User Incident User Problem User Knowledge User Notice the Functional Role field: Change Coordinator 2 3

Metrics, Metrics, Metrics Running ITSM Reports

Running Reports

Standard Reports

New Reports

New Report Criteria

Key SGA Reports Incident Change Reporting Job Aids Problem Knowledge Volume Backlog Resolution Time Change Open Changes Volume of Changes Problem All Problems Open by Service Knowledge Articles with update requests Article usage Articles up for review Feedback Reporting Job Aids Run a Standard ITSM Report Create a New Report

Bringing it all together the life of an sga

The Life of an SGA: daily Overview Console Look for unassigned or aging records Monitor overall volume of work being handled by your group Stay in tune with heavy volume or records that seem out of the “norm” Individual Module Console Priority and aging for all records Remedy Knowledge Management (RKM) Review documents assigned to your group and re-assign as needed Notifications Assignment only, no Service Target notifications in May

The Life of an SGA: monthly Run and review process reports and take appropriate action to reward or correct Surface internal process improvement opportunities within your area Provide appropriate feedback to resource managers Review group membership and update or submit M2’s for other adjustments Opportunity to communicate both to your leadership and your team

SGA Resource SGA Toolkit Overview of Expectations Resource Links Report Information https://backstage.its.umich.edu/transition/rationalization/service-management/support-group-admin-role.php

Other Resources ITS Backstage page: https://backstage.its.umich.edu/transition/rationalization/service-management/ Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/ Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/itsProcessImplementation/Lists/Feedback/AllItems.aspx

Reviewing our objectives Are you able to: Describe the Support Group Admin Role Administer support group membership Know when to use the M2 for access Utilize ITSM reports Find support information

What else? Questions