© 2006 The University of Chicago Incident Management Project Phase II - Decision Stakeholders Group Initial Review July 9, 2008

Decision Phase Participants  Bob Griffith, Project Manager  Mark Bieri  Karen Baum  Mike Fary  Dan Fuhrman  Kevin Harris  Barry Johnson  Arin Komins  Jim Lichtenstein  David Neuhoff  Ken Sadowski  Mike Strnad  Bob Reagan NSIT Positioning Process2July 16, 2015  Therese Allen-Vassar  Greg Anderson  Rich Breen  Bob Johnson  Ed Jakubas  Chad Kainz  Ann Kalayil  Steve Keane  Alex Henson  Ray Parpart  Kay Sandacz  David Trevvett  Kevin Vaccaro  Bob Zuehlke Project TeamStakeholders

Incident Management – Decision Phase Progressing To A Recommended Solution Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase General Project Tasks Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase Building The Business Case Problem Statement General ITIL v.3 Processes User Groups / Types NSIT Processes (partial)  Possible Tools  Recommended Approach (Pilot Groups, Processes Included)  Timeline  Personnel / Organizational Structure (Project & Ops)  Budgetary Estimate +/- (Project & Ongoing Operations) Incident Management One Team, One Voice, One Message July 9, 2008

Incident Management – Decision Phase Incident Management One Team, One Voice, One Message  Problem  Variety of Philosophies  Multiple Processes  Over 15 Incident Management methodologies  Unclear responsibilities between groups  Better Plan  Focus on client’s perspective  Limited Processes  1-2 integrated Incident Management applications  Responsibilities between groups based on incident response agreements Result:Vertical, segmented approach focused on group needs not client solutions. Result: Systemic, integrated approach focused on client needs and group agreements.

Incident Management – Decision Phase ITIL v.3 Processes Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase User Types / Groups 1.Customers (who might initiate Incidents to Service Desk) a.Students b.Faculty c.Staff d.Alumni e.NSIT Staff f.Automated Monitoring Systems 2.NSIT Service Desk 3.NSIT Support Groups 4.NSIT Support Group Managers 5.Customer Group Representatives a.Student Reps (e.g. Dean of Students Office b.Faculty Reps (e.g. School Dean’s Office) c.Staff Reps (Director of an administrative office) Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase NSIT Support Groups In More Detail Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase Started To Identify NSIT Processes Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase Vendor Demonstrations  Structured Two Hour Sessions  Emphasis On System Functionality  Open To NSIT Community  Vendors  BMC Remedy Service Desk Express  Request Tracker (RT)  HP  Numera  Front Range  Infra  Altiris Incident Management One Team, One Voice, One Message

Incident Management – Decision Phase Discussion and Feedback  General ITIL v.3 Processes  Additional ITIL Processes? Extend to Work Mgt?  User Groups / Types  Emphasis on any groups, or exclusion of any groups?  NSIT Processes  Emphasis on any process or exclusion of any process?  Possible Tools  Recommended Approach  Pilot Groups, Processes Included  Personnel / Organizational Structure  In–House vs. Professional Services Incident Management One Team, One Voice, One Message