Title: Service Management at ChoicePoint Session #: 33 Speakers: Krissi Rouquie & Frederieke Winkler Prins Companies: ChoicePoint & Service Management Partners

Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Service Management Partners R&D company dedicated to continuously: –increase the maturity of service management processes –reduce the complexity of service management processes –eliminate the risks associated with service management implementations –minimize the resources required to implement service management processes. Introduction

ChoicePoint Premier provider of decision-making intelligence to businesses and government. In order to achieve this, data goes through the following distinct phases: –Identification –Retrieval –Storage –Analysis –Delivery Introduction

ChoicePoint 60 locations Headquarters in Atlanta, Georgia 5,500 employees 1550 IT employees Average of 6 to 7 acquisitions a year Introduction

Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Objective: To utilize ITIL concepts and the functionality of the Service Desk and Command Center to attain greater use of metrics and documented processes, thus providing a higher level of quality to all clients. Why Service Management?

Goals: Implement system management disciplines with a focus on the ITIL model. Define operational reporting and “manage by momentum” metrics. Define services provided. Deliver effective communication to all customer constituencies, especially delivery successes. Why Service Management?

Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Approach Tool Selection –ITIL Standards –Service Management Best Practices Implementation Resources –12 weeks, 3 Consultants (2 Functional, 1 Technical) Scope –ITIL Assessment –Install HP ServiceDesk –Create Processes for Incident Management, Problem Management and Change Management –Common Toolset for Technology Staff From Scratch

Milestones 3/03 – Kick-off ITIL Workshop/Interviews 3/03 – Installation of HP Service Desk 4/03– Roll-out to Limited Number of Users 4/03 – Assessment Delivery 5/03 – 12/03 – ITIL Momentum Stops – Teams Continue to Use Two Tools 1/04 – CP Forms ITIL Team to Focus on Processes 2/04 – 2 nd Consulting Firm Engaged to Assess From Scratch

Deliverables ITIL Assessment Installation of HP ServiceDesk List of Best Practices Sample Documents/Manuals No Processes From Scratch

Lessons Learned Educate Internal Resources Communication is Key Look at Processes First – Tool Second From Scratch

Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Approach Tool Selection –Alignability Process Model Implementation resources –43 consulting days Scope –Processes Incident Management Problem Management Configuration Management Change Management Service Level Management Best Practices

Standard Implementation Plan Adjustments –Process Review –Process Model Customizations –Tool Customizations –No Need for Technical Consultant Best Practices

Milestones 06/01: Kick-Off 06/10: Process Review Finalized 07/06: Customized Processes and Process Model 07/21: Data Populated 08/06: User Training Completed 08/06: Go Live Best Practices

Deliverables Process Documents Optimized Alignability Process Model Optimized Service Desk Settings Documented Service Desk Set-up Optimized Report Manager Training Material for each Role Quick Reference Sheet Best Practices

Lessons Learned Start with a template Get buy-in from all groups involved Training is key Create Service Management Board This is a Program not a Project Best Practices

Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Achievements, November 2004 Report Creation –Management Metrics –Process reinforcement Configuration Management –Relation CIs and 3 critical services Alarm Management Request Web Interface After 3 Months

Challenges Change Management –More notification than management –Two different tools to support this process Not all groups on the same processes Reports not available to everyone After 3 Months

Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Achievements, February 2005 Dashboard Manager –Configured –Implemented Additional Users Decrease in outages ITIL training After 6 Months

Challenges Request Web Interface –Automatic approval Time Tracking Training After 6 Months

Introduction Why Service Management? From Scratch Best Practices Status After 3 Months Status After 6 Months Status After 9 Months Agenda

Achievements, May 2005 Request Web Interface with Approval Production Availability reports Dashboard Metrics Available Metrics linked to reports for details  ChoicePoint is operating at a much higher operational standard in 2004 than in Processes are standardized; tools are in place and reporting mechanisms are simple but effective. After 9 Months

Challenges Metrics available per group and service Resource and Time tracking No full-time service manager position After 9 Months

Krissi Rouquie Director, Enterprise Applications ChoicePoint Questions? Frederieke Winkler Prins Partner Service Management Partners