1. ITSM Support Group Administrator
This is one in a series of presentations about ITSM, the earliest ones stretching back to November. Today’s is a high level overview where we present the different processes. We’ll be giving more details in upcoming weeks.
May 2011

2. Objectives By the end of the session you will be able to:
Describe the Support Group Admin Role
Administer support group membership
Know when to use the OARS M2 Request
Utilize ITSM reports
Find support information

3. Agenda Support Group Administrator (SGA) role and responsibilities
Administering support group membership
Running ITSM Reports
Bringing it all together: a day in the life
Questions

4. role and responsibilities
Support Group Administrator (SGA)
role and responsibilities

5. The ITSM Support Group Administrator
Previously: Support Group Manager
Same responsibilities
Plus the ability to manage membership
A key role
Connecting your team to where ITS is going
Vital to embracing ITS changes
Essential to making the ITS Service Management processes work

6. The ITSM Support Group Administrator
Priorities
Puts policies into action
Not just managing membership, but getting team members to take ownership and responsibility
Decides how to administer within framework
Viewed as
Empowered
Accountable
High performing support team

7. The ITSM Support Group Administrator
Puts policies into action
Not just managing membership, but getting team members to take ownership and responsibility

8. High Level Responsibilities: Processes
Monitor efficiency and effectiveness
Take appropriate action when necessary
Knowledge
Incident
Problem
Change

9. Incident Problem Change
Incident Process
Appropriate assignment of open incidents
Ensure incidents are resolved as quickly as possible, adhering to ITS Resolution Targets
Ensure appropriate Knowledge Management articles and Problem Investigations are created from incidents
Incident
Problem
Change
Knowledge

10. Incident Problem Change
Problem Process
Assign resources to Problem Investigations and Known Errors
Monitor target dates of investigations
Incident
Problem
Change
Knowledge

11. Incident Problem Change
Change Process
Ensure that change requests to be coordinated by your group are accurately recorded and completed in a timely manner
When the Change Coordinator is unknown, ensure that a Change Coordinator gets assigned to your change requests
Incident
Problem
Change
Knowledge

12. Incident Problem Change
Knowledge Process
Document reviews: after notification, determine if review is needed then assign for review
Reports: know what has been used and what hasn’t; decide if those numbers are appropriate.
Incident
Problem
Change
Knowledge

13. Your Tools ITSM Consoles Reporting Manage support group membership
Standard
Public
Create New
Manage support group membership
ITSM Tool
OARS (M2) request process for specific roles

14. Consoles in ITSM Individual Console by Process Overview Console
ITSM Home Page

15. Individual Consoles

16. Overview Console

17. Console Personalizing

18. Console Personalizing

19. Console Personalizing1 2

20. ITSM Home Page

21. Personalizing Your Home Page1 3 2

22. Administering support group membership
Keep those ducks in a row
Administering support group membership

23. Administering Group Members
What does this mean?
Gives you the power to add or remove support staff members from your own support group.
Benefits
Empowering you to have more control of your support group
Immediate Support Group resource to work records

24. Administering Group Members
Two ways to manage support group membership
ITSM Tool – adding a user to the your Support Group
OARS (M2) Request – adding a user to ITSM tool & Functional Role
Role
OARS (M2) Request
ITSM (Adding User to Support Group)
Existing ITSM User
New ITS Employee
Non-ITS Employee
Functional Role:
Change Coordinator
Support Group Admin

25. Administering using ITSM Tool

26. 1 2 3 Click the Support Groups tab.
3. Select the support group to manage.
4. Click Modify Selected Support Group. 2 3

27. Click the People Display tab.
6. Click Refresh.
7. To add a member, click Add and complete the following steps. To remove a member, select their name and click Delete.

29. Type the person’s first and last name and then click Search.
9. Select the person and then, from the Relationship Role list, select Member.
10. Click Add.
11. Repeat steps 7 – 9 to add additional people and then click Close.

30. OARS M2 Request 1 2 3 ITSM General Access includes but not limited to;
Infrastructure Change User
Incident User
Problem User
Knowledge User
Notice the Functional Role field:
Change Coordinator 2 3

31. Metrics, Metrics, Metrics
Running ITSM Reports

32. Running Reports

33. Standard Reports

34. New Reports

35. New Report Criteria

36. Key SGA Reports Incident Change Reporting Job Aids Problem Knowledge
Volume
Backlog
Resolution Time
Change
Open Changes
Volume of Changes
Problem
All Problems
Open by Service
Knowledge
Articles with update requests
Article usage
Articles up for review
Feedback
Reporting Job Aids
Run a Standard ITSM Report
Create a New Report

37. Bringing it all together
the life of an sga

38. The Life of an SGA: daily
Overview Console
Look for unassigned or aging records
Monitor overall volume of work being handled by your group
Stay in tune with heavy volume or records that seem out of the “norm”
Individual Module Console
Priority and aging for all records
Remedy Knowledge Management (RKM)
Review documents assigned to your group and re-assign as needed
Notifications
Assignment only, no Service Target notifications in May

39. The Life of an SGA: monthly
Run and review process reports and take appropriate action to reward or correct
Surface internal process improvement opportunities within your area
Provide appropriate feedback to resource managers
Review group membership and update or submit M2’s for other adjustments
Opportunity to communicate both to your leadership and your team

40. SGA Resource
SGA Toolkit
Overview of Expectations
Resource Links
Report Information

41. Other Resources
ITS Backstage page:
Anonymous feedback form:
Feedback page results:

42. Reviewing our objectives
Are you able to:
Describe the Support Group Admin Role
Administer support group membership
Know when to use the M2 for access
Utilize ITSM reports
Find support information

43. What else?
Questions