1. IT Service Management at Cardiff University
Andrew Coleman, Head of IT Service Management

2. ITSM - Where we fit into the structure?
Director of University IT David Edwards
Assistant Director of Service and Operations Owen Hadall
IT Service Management Andy Coleman
IT Service Desk Paul Bailey
Change & Release Jenny Brister

3. ITSM Duties Service Decommissioning Service Introduction
IT Service Definitions & Catalogue
IT Service Management
High/Major/Security Incident Management
Availability & Performance Management
Problem Ticket
Management
Requirements Capture & Service
Improvement
Escalation & Complaint Management

4. IT Service Management at Cardiff University
IT Service Catalogue

5. The IT Service Catalogue – At the heart of everything we do
What makes it into the IT Catalogue …
… do you list everything ?
Our solution – 2 catalogues :
A Customer Services Catalogue
A Technical (Backend) Catalogue

6. If yes, it goes in the Service Catalogue!
What makes it into the Customer Service Catalogue ?
“Can a (non-IT) member of staff or student phone the Service Desk and ask for it ?”
If yes, it goes in the Service Catalogue!

7. “Is it something that the customer.. doesn’t see, can’t request,
What makes it into the Customer Service Catalogue ?
“Is it something that the customer..
doesn’t see,
can’t request,
but is essential in provisioning or underpinning the customer service”
If yes, it goes in the Technical Catalogue!

8. Will be differentiated at Level 0 :
Within our IT Service Desk Software
Will be differentiated at Level 0 :
TechCat -> Data Centre Services -> Cooling
BusCat -> Communications & Collaboration -> & Calendar

9. Self service portal – customers will only see items they can request
Advantages of this approach
Calls can be opened in terms of impact to the customer (e.g. Printing), but closed in terms technical component (e.g. Firewall)
Self service portal – customers will only see items they can request
Allows appropriate and targeted reporting (Customer & Technical reports)

10. Managed Database Services
Configuration Management Database
Service Catalogue
e.g.
Identity Management
Technical Catalogue
e.g.
IDMan
Access Management
Managed Database Services
Component
e.g.
ADFS
eDirectory - POBLOGI
DirSync
eDirectory - ACACIA
eDirectory - JCCS
Shibboleth
Active Directory - ADD
LDAP
Cluster Services
IDWeb
DNS
Active Directory - ID
Oracle IDMan DB
Config Item
e.g.
zedir21
mnscdbc21
PP40-DC-ICX661048POE
x Many

11. Highly searchable content to aid discoverability (intranet)
IT Service Catalogue – the ‘customer’ view
Highly searchable content to aid discoverability (intranet)
Fully detailed service descriptions
Part of formal Service Level Agreements
Files:
IT Service Catalgoue v1.7
BLS SLA

12. IT Service Catalogue – the ‘customer’ view
Each service has been classified in terms of importance, which dictates support and response times

13. IT Service Catalogue – the ‘IT’ view
Each Service has agreed Service Requests (>900 of them)
Each Service Request has a target KPI
Each Service Request has an agreed ‘first resolver team’
Each ‘first resolver team’ is coded into Service desk
Each Service has an agreed Service Manager & Deputy, Technical Lead & Deputy and an agreed ‘Business Owner’
Files: IT Service Catalogue - SR Timings - v1.7

14. Staff, Students, Visitors
Common Services vs Managed Services (Direct vs Indirect)
University IT
Common Services – Provided directly by University IT
Query
Estates
Staff, Students, Visitors

15. Door Access Query (New ID Card)
Common Services vs Managed Services (Direct vs Indirect)
University IT
Estates
Door Access Query (New ID Card)
Staff, Students, Visitors

16. Door Access Query (New ID Card)
Common Services vs Managed Services (Direct vs Indirect)
IT Component Query (Printer not working)
University IT
Managed Services – IT Infrastructure and Support provided by IT…
… but service itself is provided by another department
Estates
Door Access Query (New ID Card)
Staff, Students, Visitors

17. Common Services vs Managed Services (Direct vs Indirect)

18. IT Service Management at Cardiff University
Service Reporting

19. Customer Reporting

20. Management Reporting

21. IT Service Management at Cardiff University
Requirements & Service Improvement

22. Review & respond in 10 working days
IT Service Catalogue
to LCRs
to School Managers
Intranet

23. Requirements Routing - Workflow
P&P - PMO
S&O – Service Desk
[ Relevant Technical Team ]
Hold
Project Pipeline
Service Request
IT Work Request No No
Yes
Yes
Reqt
Enough info?
Current service?
Service request?
Change request?
Yes
Yes No No
Service Improvement
S&O – Service Management

24. ITSM - Where we fit into the structure?

25. Questions ?
Andy Coleman,
Head of IT Service Management