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Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions Agenda © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions Agenda © Third Sky, Inc. 2013 – Service Owner Session

Issues facing Major Incidents Don’t know who to inform about Major Incidents 1. Don’t know who are the customer of the service(s) being impacted 2. Don’t know how the customers want to be contacted 3. Don’t know how frequently to give status updates 4. Don’t know who should be the communicator No easy solution but let’s start talking about it Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Discussion Question Suggestions How can we find out who are the customer contacts / service stakeholders prior to a Major Incident occurring? Survey / interview service owners In people’s heads Need to map services to email lists Stakeholders are seasonal and time-of-day (critical times) Slash / ICAPS Documented in pockets all over the place (e.g. wikis) Need a single repository User profiles: business owner, HUIT service desk, technical/school service desk, service specific communication, end-users Political / hierarchical / VIP communication Need customer relationship management system 360O view of customer Register what services they consume Customers can register themselves for alerts What communication channels should we be ready to use? Mail lists / distribution groups NOC portal MailChimp WebEOC / MessageMe (not very successful) Voicemail broadcast Texts IM (not a focus) HUIT websites / system status dashboard Social Networking, e.g. Facebook, Twitter Splash pages Crimson / press releases How personal does the communication need to be? Need a run-book for each sub-service Start with critical services (Eric’s risk management list) Other issues? Need CMDB but need to be careful because the information changes

What other types of communication are Service Owners accountable for? Area Types of Communication Incident Management Major Incidents Others? Change Management Jointly agreed upon between Change Management and Service Owner Each Service Owner is accountable needs to specify who needs to be informed and how to communicate Close working relationship, i.e. assist with one another with communication Change Management needs to be document the communication process Different types of changes might have different mechanisms When HUIT will use a maintenance windows Changes that will cause an outage Changes that will cause a change to the user experience Solving a problem that was highly visible (tie back to Incident contacts) Need to be careful of timeframe delay Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions Agenda © Third Sky, Inc. 2013 – Service Owner Session

Standard Changes What are Standard Changes? Low risk, routine, pre-approved changes Action Item: define standard changes now so they will be ready in ServiceNow for the October go-live You can add new standard changes after October go-live but you will need to follow the “Request a Standard Change” process. Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Action Items Let’s review the Standard Change template. Note: Provide an example in the template. Please email your completed templates to itsm@harvard.edu By August 31, 2013. Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Homework for Service Owners Normal - Low Risk Changes When a change may impact your service, who should approve? (optional) Assignment Group Manager will also approve. 1-business day to respond. Silence is acceptance. Normal - Medium Risk Changes Assignment Group Manager and CAB will also approve. 1-week to respond. Silence is acceptance. Normal - High Risk Changes When a change may impact your service, who should approve? (mandatory) 2-weeks to respond. Silence is acceptance. Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Homework Let’s review the Change Approver template. Please email your completed templates to itsm@harvard.edu By August 31, 2013. Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions Agenda © Third Sky, Inc. 2013 – Service Owner Session

Incident Management Service Level Targets in ServiceNow For Incidents For Requests Priority Target Time to Resolve 1 – Major Incident 4 hours 2 – High 1 business days 3 – Moderate 2 business days 4 - Normal 5 business days Priority Target Time to Fulfill 1 – Urgent Request 4 hours 2 – High 2 business days 3 – Medium 4 business days 4 - Normal 8 business days Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Discussion Question Comments Each service owner needs to define their targets What is the Service Owner’s responsibility regarding SLAs compared to the assignment group manager or queue manager? What reports do you need to manage SLAs? Do you want to be notified if a given Incident or Request exceeds its SLA? Need to be able to schedule work in the future and put the ticket on hold. Also need to document why it is on hold. Incidents are used for the wrong reason, e.g. small projects (model as a service requests) Chapter Name © Third Sky, Inc. 2013 – Service Owner Session

Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions Agenda © Third Sky, Inc. 2013 – Service Owner Session