2. Fairfax County Public Schools

3. Introductions Terri Pendleton
IT Service Management, Service Management Programmer
Jennifer Sponheimer
IT Service Management, Functional Application Specialist

4. About FCPS Outside of the Nation’s Capital 11th Largest School System
184,000 Student
23,000+ Full Time Employees (400 IT)

5. About IT Support in FCPS
Every year we see approximately 250,000 incidents/service requests via: (graphs show data 8/1/12-present)

6. FCPS Service Catalog History 2007
State of IT Service:
200+ locations each with their own way of requesting service
Employees did not know who to contact for service, support or information
Applied Solution:
HTML based service catalog with Cold Fusion forms

7. FCPS Service Catalog History 2007 – First Version
125 services:
Redirects
Simple (CF) forms that create a Remedy INC
Self reporting uses Remedy Requester Console

8. FCPS Service Catalog History 2010
State of IT Service:
Existing services have been revised to have a consistent look and feel for customers
Still HTML based using Cold Fusion forms
Solution for Moving Forward:
Conversion of all services to Kinetic

9. FCPS Service Catalog History 2010 – Next Iteration
Conversion Process
Redirect services
Simple services
Hurdles
Need to have two actions on the page that move to the request page

10. FCPS Service Catalog 2010 – Evolution with Kinetic
How using Kinetic moved us forward:
Now added approvals
Questions connecting to Remedy data:
Importance of good data for integrating
Sites
People
Formatting with visual appeal on request page

11. FCPS Service Catalog History 2012
State of IT Service:
Still HTML Sub Index pages but pointing to Kinetic services
Mechanism for searching the catalog in Cold Fusion
Solution for Moving Forward:
Base entirety of service catalog in Kinetic

12. FCPS Service Catalog History 2012 – Current Version
New Additions with Kinetic:
Move to using Kinetic as replacement for Remedy Requestor Console
Dynamic Requests table
Dynamic Survey and Approvals tables

13. Successes with Kinetic
New Task Engine – more accomplished with less effort
Replacement of paper based multi level approvals
The story of EDSL
Replacement of Remedy templates with Kinetic forms
The story of BYOD

14. The Story of EDSL What is EDSL? Prior method for requesting access
New method for requesting access

15. The Story of EDSL
Old - Paper
New - Kinetic

16. Successes with Kinetic
New Task Engine – more accomplished with less effort
Replacement of paper based multi level approvals
The story of EDSL
Replacement of Remedy templates with Kinetic forms
The story of BYOD
Required data easier to gather
Non support users can use as well

17. The Story of BYOD What is BYOD? Prior method for reporting devices
New method for reporting devices
Required data easier to gather
Non support users can use as well
Automatically assign and resolve the ticket/multiple tickets

18. The Story of BYOD
Old - Template
New - Kinetic

19. Successes with Kinetic

20. Lessons Learned Reporting
BYOD – Fields that do not inherently exist in Remedy
Anticipating Report requests from customers
“Generic” fields in Remedy to push Kinetic data to

21. Lessons Learned Gathering Requirements
Customers don’t know what they don’t know
Get customers to tell us their big dreams
A service for preliminary data collection

22. Where do we go from here? FCPS Service Catalog Future
Role based services
More and Different Data Integrations
Using Kinetic Survey to collect feedback from customers

23. Questions?