1. Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owner Workshop ITIL© is a Registered Trade Mark of the Cabinet Office. May 20, 2014 Presented by : All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted by any means, electronic, mechanical, photographic or otherwise without the prior written permission of the copyright owner. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this publication the copyright holder cannot be held liable for damages caused by use of the information contained herein. ITIL© is a Registered Trade Mark of the Cabinet Office.

2. Agenda Introductions Process Improvement Service Owners and Service Delivery Manager Troubleshooting Guide Homework AgendaSlide 2 © Third Sky, Inc. 2013 – Service Owner Session

3. Some ways Service Owners support HUIT Values include … ValuesService Owner responsibilities User-focus Ensure services are providing value for users Look for ways to evolve the service based on user needs Deliver a positive customer service experience with empathy Collaboration With users and other stakeholders With virtual teams With process owners InnovativeDrive the strategy for the service based on Understanding the technology landscape Proactively seek better solutions Feedback from users Open Promote the service offerings Communicate at all levels, i.e. from strategy to operations Reporting service level achievements Chapter NameSlide 3 © Third Sky, Inc. 2013 – Service Owner Session

4. Introductions Name What Service(s) do you own? IntroductionsSlide 4 © Third Sky, Inc. 2013 – Service Owner Session

5. Weve made GREAT progress with Snow Thank you! Next: Focus on consistent and best practices http://huit.harvard.edu/incident-management-best-practices http://huit.harvard.edu/incident-management-best-practices Managers and teams can help by: Reviewing their groups tickets and reports Communicating feedback to Queue Managers Sending opportunities for improvement to ITSM for After Action Reviews Consistent Practice with ServiceNow

6. Service Owners and Service Delivery Managers Service Owner Aligned with the top- level in the Services tree Focuses on Service Strategy, Design and Continual Improvement, i.e. big picture Accountable for coordination across the second-level Services in the Service tree Service Delivery Manager Aligned with the second- level in the Services tree Focuses on Service Transition, Operations and Continual Improvement, e.g. detailed oriented Responsible for the delivery of the Service defined at the second- level BSO vs SDMsSlide 6 © Third Sky, Inc. 2013 – Service Owner Session

7. Relationship between Roles BSO vs SDMsSlide 7 © Third Sky, Inc. 2013 – Service Owner Session Service Owner Service Delivery Manager StrategyDesignTransition Operations Level of Focus

8. Service Owners for all types of Service Chapter NameSlide 8 © Third Sky, Inc. 2013 – Service Owner Session Service Owners Service Delivery Managers User Service Owners Service Delivery Managers Service Owners Service Delivery Managers Email Storage Server Hosting Technical Services Business services

9. Exercise ActivityService Owner ResponsibilityService Delivery Manager Responsibility Establishing service level targets AccountableConsulted Approver in Change ProcessResponsible for High Risk Changes Responsible Looking for trends and patterns in Incident Management Responsible Communication to customers during a Major Incident Important to decide who is the communicator Requirements gatheringHigh-level requirementsDetailed requirements / enhancements Vendor managementAccountableResponsible Continual improvementCustomer feedbackUser feedback BSO vs SDMsSlide 9 © Third Sky, Inc. 2013 – Service Owner Session Describe the nature of the responsibility for each role.

10. Service Artifacts 10 EngineersSys Admins Service Owners Service Delivery Managers IT Leadership Help Center Reps User Service Catalog Service Handbook Run Book SOPs Trouble- shooting Guides Service Definition Operational Tactical Strategic

11. KPIs vs Metrics Metrics Service metrics Process metrics Technology metrics KPIs Most important metrics for measuring outcomes Chapter NameSlide 11 © Third Sky, Inc. 2013 – Service Owner Session

12. Core Service Troubleshooting Guide One per service. Starts as a Word document but turned into a Knowledge Article. Audience is the Service Desk. Describes Major Outage communication process.Provides key areas that the first line should troubleshoot Keep it to less than 10 Can reference other articles Assignment to second or third line What information needs to be captured before escalation Who to escalate to? Service HandbookSlide 12 © Third Sky, Inc. 2013 – Service Owner Session

13. Next Steps Lets review template together. Homework: complete guide by April 30, 2014 Next meeting: late May / early June. Service HandbookSlide 13 © Third Sky, Inc. 2013 – Service Owner Session

14. Appendix Chapter NameSlide 14 © Third Sky, Inc. 2013 – Service Owner Session

15. RACI Matrix Example (Generic Infrastructure) Service OwnerITSMICAPSWindowsUnixDBANetworkStorageOperations Strategic directionACCCCCCCC Change MangementARRRRRRRR Incident mgmtARRRRRRRR Major IncidentARRRRRRRR Problem mgmtARRRRRRRR Strategic CommunicationARRCCCR/CCC MI communicationsARRCCCR/CCC Chg M communicationsARRCCCR/CCC Chapter NameSlide 15 © Third Sky, Inc. 2013 – Service Owner Session R = responsible – doers / execution A = accountable – only one person can be accountable C = consulted – two-way communication I = informed – one-way communication