1. Continuous Service Improvement Process: Make it Sustainable Tammy Whited, Service Manager twhited@fnal.gov

2. Agenda CSIP Defined CSIP Approach What we are doing now What we plan to do next Discussion – Q&A CSIP: Make it sustainable 2

3. ITIL Continuous Process Improvement CSIP: Make it sustainable 3

4. ITIL CSIP Definition ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes CSIP: Make it sustainable 4 Footnote: Vernon LloydFootnote: Vernon Lloyd (2011). ITIL Continual Service Improvement. The Stationery Office. ISBN 978-0113313082.ISBN978-0113313082

5. ISO 4.4 – Continual Improvement Act The objective of continual improvement is to improve the efficiency and effectiveness of service delivery and management. (ISO 20K standard 2006-01) The goals of our Continual Service Improvement Process are: Review, analyze and make recommendations on improvement opportunities in each lifecycle phase Review and analyze Service Level Achievement results Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes. Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction. Ensure applicable quality management methods are used to support continual improvement activities CSIP: Make it sustainable 5

6. CSIP Process Flow CSIP: Make it sustainable 6

7. Continual Service Improvement Approach Vision? Understand what the business needs to achieve Now? Where are we now? A baseline snapshot of the current environment ToBe? Where do we want to be? Measurable goals How? How do we get there? Service or Process improvements There? Are We there yet? Do we have expected results? Sustain Momentum CSIP: Make it sustainable 7

8. Service Level Management Vision? The initial SLA dashboard implementation included only two colors to designate meet / miss which defaulted to green in all cases except a miss. Now? While the percentage displayed was accurate, the color displayed does not show any difference when no records met the requirement for recording. ToBe? Enhance the dashboard for to allow easier clarification between no records, meet and breach. How? Determine when a commitment has 0 records and display an alternate color. There? Yes. The dashboard, while still showing 100%, now displays gray where there are no records. This is a more accurate representation of commitment results. 8 CSIP: Make it sustainable

9. Vision? All Problem Management related tracking and metrics in one integrated place (ServiceNow). Now? Prior to 12/2012 recommendations, proactive flag, resolved known errors, and RCA documents were tracked in excel spreadsheets. Reports generated in the spreadsheets. ToBe? Recommendations, reactive flags, and links to RCA documents added to ServiceNow. All external metrics generated in ServiceNow. How? Create recommendations table, add fields, and write new reports within ServiceNow. There? Yes. Table added and populated via load. Fields for RCA documents added and populated. All reports migrated and have appeared in CS Operations reports. Problem Management – CSIP Vision? Build out Known Error Database and Procedures for Use in ServiceNow (ISO20K Recommendation) Now? Known Errors only exist as a state of a Problem ticket. Searching for workaround currently requires checking both the Knowledge Base and Problem tickets. ToBe? Generate Knowledge Base articles directly from Problem tickets when in Known Error state. Tag those articles as Known Error. How? Leverage existing functionality with small enhancements to allow creation of Known Error articles in the Knowledge Base. There? No, this work is still being planned. Most of the work will be in defining process steps and updating training material. 9 CSIP: Make it sustainable

10. Incident Management Vision? A perceived large and inaccurate number of service disruptions for Service Desk offerings. Now? Begin baseline on 9/24/2012 to coincide with re-categorization effort. Identify inconsistencies. ToBe? Under normal circumstances, Service Now would be the only offering with predictable incident volume (~5 tickets a week) How? Service Desk training and follow up. There? For the Service Desk service area, we have arrived! 10 CSIP: Make it sustainable

11. Configuration Management Vision? Help ensure warranty and asset data being added to desktop and laptops. Now? Begin monthly audits 10/2012 to correct data. ToBe? Have fewer items cis missing asset Id and warranty info. How? Appropriate personnel makes corrections. There? No, even though it looks improved! There occasionally is a time lag where a CI is processed through node registration before the data is in the asset database! This process must be corrected between receiving, prep and users before this is improved. 11 CSIP: Make it sustainable

12. What are we doing now? We have the high-level governance in place with our Portfolio Project Management, PMO and Enterprise Architecture to ensure that we collaborate on changes to services and put them in the context of CSIP. We have the CSIP list for at least processes and certified services documented, managed and updated quarterly. CSIP: Make it sustainable 12

13. ITIL and EA  EA processes will be designed to integrate with and complement existing ITIL processes, whenever possible.  ITIL and EA frameworks, combined will provide a robust end-to-end governance capability.  This illustration maps the high- level EA and ITIL processes that complement or supplement each other. 13 CSIP: Make it sustainable

14. Portfolio Management - PMO Project Manager (OPMQA) Governance Exec Mgt Service Level Manager DefinitionPlanningExecutionCloseout Process Owner(s) Financial Demand / PPM Service Level Capacity Availability Continuity Financial Change Process & Service Owner(s) Service Definitions, Plans, & Approve to Build CAB Service Level Release Change Process & Service Owner(s) SLA’s/OLA’s, Support Plan for Service Desk, & Approve to Go-Live CAB Service Catalog Project Manager Insures involvement of relevant process owners throughout project lifecycle Insures publishing of required plans throughout project lifecycle 14 CSIP: Make it sustainable

15. What are we doing next? Working to expand CSIP to all Computing Sector in order to better manage the small and medium projects. Introducing the Project Module and Release Modules in Service Now in order to be able to get all improvements identified and managed. CSIP: Make it sustainable 15

16. Release Management Move non-standard requests to appropriate enhancement list. Move services to use release methodology where possible. Focus on applications first. Working to implement Release, SDLC, and Scrum plug-ins in Service Now. http://wiki.servicenow.com/index.php?title=Release_Management_Plugins CSIP: Make it sustainable 16

17. Release Management SDLC and Agile methodologies will be made available to the services CSIP: Make it sustainable 17

18. Project & Portfolio Management After we gain acceptance on releases we hope to move quickly into adopting the project and portfolio management modules & workflows. Providing visibility to Computing Sector management on projects across the board. Eventually, providing visibility to our customers on the work we are doing for their divisions, sections, centers, projects, and perhaps experiments. CSIP: Make it sustainable 18

19. CSIP: Make it sustainable 19

20. Discussion: Q&A How do you look at CSIP? Do you have CSIP in place? CSIP: Make it sustainable 20