1. TAKING THE IT
OUT OF ITSM
John Carter
City of Ottawa
May 1, 2017

2. Project Manager, IT Client Services
About The Presenter
John Carter
Project Manager, IT Client Services
City of Ottawa 2

3. Talking Processes
Putting lipstick…
…on the ITSM pig! 3

4. Talking Processes
We’re talking about processes…
…please stay awake! 4

5. Happy to be talking processes to process people!5

6. My Position and Role
Client
Relations 6

7. Presentation Overview
Taking IT out of ITSM
NITS = Non-IT Clients 7

8. Presentation Agenda 8 About the City of Ottawa Our ITSM Journey
Who are our Non-IT clients
How we started working with Non-IT clients
What ITSM processes do Non-IT clients use
What has worked well
What our challenges have been
What is next for our Non-IT Clients 8

9. City of Ottawa Presentation Agenda 9 City of Ottawa ITS Department
Amalgamation in 2001
City of Ottawa
Ottawa
Nepean
Kanata
Vanier
Gloucester
West Carleton
Goulburn
Rideau
Osgoode
Rockcliffe Park 9

10. About The City Of Ottawa
12,000 clients to support in 160 different business lines at over 300 different locations across the city 10

11. About The City Of Ottawa
According to WORKShift Canada, Ottawa residents have a 66 minute average daily commute
75 minute highway drive between City of Ottawa sites from Fitzroy Harbour to Cumberland 11

12. About The City of Ottawa
Ottawa is geographically larger than all 5 of those cities combined! 12

13. About The City Of Ottawa
Supporting the IT needs of a municipality
160 different business lines touching residents all day long in their daily lives 13

14. Our ITSM Journey 14 2001-2006, ITS was very Technology Focused
Various groups in ITS operated in silos 14

15. Our ITSM Journey 15 2007-2008, ITS bought into ITSM vision
Implementation of ITIL had full support of CIO and ITS department management team
A lot was invested in ITIL - All 300 ITS staff were given ITIL foundation training 15

16. Our ITSM Journey Our ITSM Journey 2008-2009, implemented Marval MSM v8
Scope of implementation
Incident Management
Service Request Management
Configuration Management
CIs and Relationships
Change Management
Piecemeal implementation approach 16

17. Our ITSM Journey 17 2010-2011, Service Desk improved processes
Traditional phone/ intake model for SD
Demand on SD continually increased
ITS remained very technology focused 17

18. Our ITSM Journey
, continued demand on ITS SD resulting in increased VM, abandoned calls
Triggered a need to explore alternate ways to increase our capacity and client satisfaction 18

19. Our ITSM Journey 19 Increased demand on Service Desk
Increased dependency on technology leads to increased support calls for essential business services
Call volume has grown to 140,000 calls per year
Capacity required for increasingly complex calls
Mobility and other trends have made the average call more complex
Service Desk is measured by operational performance measures, efficiency, and client satisfaction 19

20. 2013 Pink Elephant Project of the Year Finalist
Our ITSM Journey
, began Service focus within ITSM
Service Catalogue Project
Self-Service Project
2013 Pink Elephant Project of the Year Finalist 20

21. Our ITSM Journey
2014, put Ordering of IT hardware/software on Self-Service Portal
2015, retired intake channel for requests, expanded Self-Service Portal to include more complete list of service offering
Tier Zero Support
Auto-Routing to 2nd tier based on attached CI
, focus on getting all CIs in IT Ecosystem in CMDB and under change control
Included an implementation of a CAB
, Self-Service Portal Re-design
and Marval Expansion 21

22. NITS – How It Started
Four client groups from legacy request management software
Migrated them to Marval v12 in 2012
HR Service Centre
Were using a shared spreadsheet to track requests
Migrated to Marval in 2012
Other client groups started coming to us
Smooth transition from existing processes 22

23. NITS – Who Are They 23

24. NITS – Who Are They 24

25. NITS – Who Are They 25

26. NITS – Who Are They 26

27. NITS – Who Are They 27

28. NITS – Who Are They 28

29. NITS – Who Are They 29

30. NITS – Who Are They 30

31. NITS – Who Are They 31

32. NITS – Who Are They 32

33. NITS – Who Are They 33

34. NITS – Who Are They 34

35. NITS – Who Are They 35

36. NITS – Who Are They 36

37. NITS – Their Usage 37

38. NITS – Their Usage 38

39. NITS – Their Usage 39

40. NITS – ITSM Processes 40

41. NITS – Why Marval Fits Need
Request Type Segregation
Flexible Licensing model
Classification
Request attributes / Metadata
Xtraction reporting
Other Marval clients have NITS 41

42. NITS – Functionality
Request Management 42

43. NITS – Functionality
Custom Security 43

44. Custom Classification
NITS – Functionality
Custom Classification 44

45. NITS – Functionality
Custom Attributes 45

46. NITS – Functionality
Xtraction Reporting 46

47. NITS – Functionality
Client Surveys 47

48. NITS – Functionality
SLAs 48

49. NITS – Functionality
Config Management 49

50. NITS – Functionality
Link to IT 50

51. NITS – Functionality
Request Transfer 51

52. “New” Request Transfer
NITS – Functionality
“New” Request Transfer 52

53. NITS – Functionality
Create Sub Request 53

54. NITS – Functionality
Knowledge Management 54

55. NITS – Business Value Human Resources Corporate Security
Replaced Shared Spreadsheets
Implement required security
Reporting
Ability to forecast trends
Corporate Security
Replaced aging unsupported system
Full fledged asset management solution
Payroll Services
Streamlined support model
Transfer requests in same system 55

56. NITS – PCI Benefit Example
Marval as an integrated solution
ITS PCI assets under change control
Applications, Servers, switches, firewalls
Potential for tracking changes to business PCI assets
Finance and Corporate Security
Change Management for NITS 56

57. NITS – Benefits For ITSM
ITSM as an Enterprise Solution
Unification of business processes
Broaden how you view your ITSM program
Inherently promote your ITSM program
Leveraging a tool in
your tool shed
You already have the expertise 57

58. NITS – Challenges Common Platform Single Point of Failure
Security/Privacy Concerns
Upgrade Issues
Marval Change Management
Single Point of Failure
Single application, single database, single host server
Support Burden
Operational Support
Enhancement Requests
Scope Creep 58

59. Where We’re Going Next Becoming a Corporate Wide Solution
Groups waiting to become NITS
Supply / Procurement
Ottawa Fire Services
Paramedics
Ottawa Public Health
Public Information / Media Relations
Becoming a Corporate Wide Solution
Vision of a NIT Self Serve Portal 59

60. Conclusion Breadth of functionality Rapid Expansion
Adopted to different NITS needs
Rapid Expansion
Becoming an Enterprise Tool
Return on Investment
The Future of NITS in Marval 60

61. Conclusion
Is the pig…
…looking better? 61

62. Questions 62