Deakin Richard Tan Head, Information Technology Services Division DEAKIN UNIVERSITY 14 th October 2003

Overview Some Background Why ITIL? What are we doing? How did we get here? What are our timeframes? How are we doing it? Awareness & Training Tools, what tools?

Some Background Service Review Committee (SRC) Service Review Conference Service Catalogue What about Service Delivery? What about Service Support? We Needed a Framework

Why ITIL? Selection Process – ITIL Framework Common Sense & Practical Non-Proprietary Public Domain BS15000 Specification for IT Service Management – Implementation Partner Demonstrated ITIL Knowledge & Experience Training, Advice & Consulting Services ProActive were chosen

What are our timeframes? Overall Service Improvement Programme – 3 years… Don’t underestimate!!! – It will take that long Implementation Stages – Service Review – December 2001 – Framework Selection – January 2002 – Assessment – March 2002 – Programme Definition – May 2002 – Programme Initiation – August 2002 – Programme Review – October 2004

How did we get here? Base 1 - Assessment Process Maturity Report

How did we get here? Efficiency and Effectiveness

How did we get here? Overall Assessment (40%)

How did we get here? ITSMF Membership Service Improvement Workshop Service Improvement Programme (SIP) ITIL Leadership Group ITSMF Conferences Engaged Project Manager Programme Planning Workshop Created SIP Project Concept Proposals (PCPs)

What SIP PCPs? Scope of Implementation – Incident Management – Help Desk/Service Desk – Service Level Management – Problem Management – Change Management – Configuration Management – Automation of Processes (Tools)

How did we get here? Project Workshops for each process More Training PCPs Created –Incident Management/Service Desk –Service Level Management –Change Management Funding Proposal

Incident Management/ Service Desk Key Objectives (1) –To develop processes which are aligned with the ITIL (IT Infrastructure Library) Service Support framework and achieve measurable improvements in the areas of Service Desk and Incident Management –These improvements will be measured in a number of ways, the main ones being by way of surveys and benchmarks of the length of time incidents are open

Incident Management/ Service Desk Key Objectives (2) –A regular 6 monthly maturity check will also be conducted to monitor our progress against the best practice maturity levels, with a goal of reaching a maturity level of 2.5 for Incident Management by the closure of this project –It is also the objective of this project to enable the provision of better business information

Incident Management/ Service Desk Tasks and Deliverables (1) –Mapping and documentation of Incident Management and Service Desk process lifecycles –Procedures supporting the incident management and service desk process lifecycles –Standard process creation and review procedures and templates

Incident Management/ Service Desk Tasks and Deliverables (2) –Schedule of ongoing process improvement reviews –Documented baselines and metrics –An ITIL aligned Service Desk

Service Level Management Key Objectives (1) –To develop processes which are aligned with the ITIL (IT Infrastructure Library) Service Support & Delivery framework and achieve measurable improvements in the area of Service Level Management and an increased ability to manage the expectations of customers and vendors

Service Level Management Key Objectives (2) –These improvements will be measured in a number of ways, the main ones being by way of Service Level Agreements and process maturity. Service Level Agreements and Operational Level Agreements will be formed and agreed with key stakeholders

Service Level Management Key Objectives (3) –A regular 6 monthly maturity check will also be conducted to monitor our progress against the best practice maturity levels, with a goal of reaching a maturity level of 4 for Service Level Management by the closure of this project

Service Level Management Key Objectives (4) –Ensure that all services have defined metrics, measures with which to provide useful business information –Establish a mechanism to measure and report on Service Performance and put in place a process to review all services

Service Level Management Tasks and Deliverables (1) –Mapping and documentation of Service Level Management process lifecycle –Identify and document procedures required by each section to support the process –Ensure that the accepted ITS Process creation and improvement model is followed

Service Level Management Tasks and Deliverables (2) –Establish business reporting requirements and implement –Implement continuous improvement process –A Service Catalogue –A standard Service Level Agreement Template –A standard Operational Level Agreement Template –A negotiated SLA with the VP(A) –Negotiated OLAs which underpin the SLA

How are we doing it? Programme Management –ITIL Champion –Leadership Group –Project Manager –Business Analyst Projects Management –Formal Methodology –Project Structure –Process Owners –Project Teams

How are we doing it? IT Governance –Policy Definition –Prescribed Processes –Process Definition –Process Change Management –Not sure what you want here…

Service Level Management Definition of a Service “A grouping of IT functions that provide a definitive outcome for customers”

Service Level Management Service Listing

Service Level Management Service Offerings – Currently being prepared – SLM Project Team Members – First cut prepared Process Definition underway Templates published

Service Level Management Timeframes – Service Catalogue October 2003 – OLAs & Underpinning Contracts October, 2003 – Automation Requirements October, 2003 – SIP Timetable November, 2003 – SLA with Vice-President (Administration) December, 2003

Incident Management/ Service Desk Project Plan developed Project Team assembled Process Definition underway Templates published

Awareness Campaign Leadership Group Formal Communications Plan Communications Officer

Awareness Campaign Internal –Service Management Essentials Training (Including an exam!) 75% of all staff so far 100% by March 2004 –Manager Training (A tougher exam!!!) –Procurement of the books – It IS a Library –Encouragement to implement in small teams –ITIL Web Site –Fortnightly Reports –Regular “All ITS Staff” Briefings

Awareness Campaign External –Regular postings to University Newsletter –Client Forums IT Managers DUITEs –Other Universities Knowledge & Experience Sharing Forums – VDIT – CAUDIT – EDUCAUSE – SPUSC –Public Forums ITSMF Conferences

Tools, what tools? Currently –help.deakin –Work Request System –Internally developed & maintained –Integrated with User Management System During the Projects –Requirement identification –Some Enhancements to help.deakin –Configuration Management system development

Tools, what tools? Eventually –Compile all requirements All ITIL Processes Analysis of technology base Expansion to entire University –Call for Tenders –Cost/Benefit Analysis –Full redevelopment or Purchase

Deakin Questions?