1. CLIENT SERVICE, IT(IL) BEST PRACTICES & REQUEST TRACKER ON A FEDERATED IT CAMPUS CLICK CLICK http://ist.uwaterloo.ca

2. Peggy Day, Manager Service Desks pday@uwaterloo.ca Lisa Tomalty, Manager Customer Relations and Support ltomalty@uwaterloo.ca

3. AGENDA Overview IT Best Practices (ITBP) Project Goals Customer service connection Progress Other connections... Request Tracker 4 (RT4) Implementation Project Goals Customer service connection Progress Other connections Service Desk Initiatives group Mission How? Progress Impact Summary/Questions/Contact info ….

4. OVERVIEW Federated approach to IT service and support Campus IT projects/initiatives: IT Best Practices (ITBP) Project Request Tracker 4 (RT4) Implementation Project Service Desk Initiatives group Endeavour to bring campus IT units together to share in discussions and planning

5. IT BEST PRACTICES (ITBP) PROJECT Campus wide IT project

6. ITBP GOALS The ITBP project endeavors to Examine three key IT processes* Define new best practices using ITIL as a resource Goal: improve value of the related IT services Share recommendations with management, campus IT committees and dependent projects Increased capability and productivity of IT staff Improved systems/applications availability Improved campus IT collaboration/communication Clearer roles and responsibilities/terminology *Change Mgmt, Service Ops, Knowledge Mgmt

7. WHAT IS ITIL? (INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY) ITIL can be a resource for effective IT Service Non-prescriptive (can use parts)–”ITIL-lite” Framework of “suggestions” for managing IT services Provides approaches/models/etc. E.g. Continual Service Improvement (CSI) Validated across many other organizations Customer focused Focus on providing the value to customers

8. CUSTOMER SERVICE CONNECTION Service Operations Messaging to users from RT4 Improve efficiency, turnaround time, transparency Ensuring user requests are owned; reminders Prioritization Knowlege Management Knowledge Base Share info/solutions between IT units improves quality of service Improve efficiency when solving user requests Allow users to search public knowledge base Examine and make recommendations around ways information is stored and accessed Change Management Ensure systems are available AMAP Ensure good communications with customers/users/other IT staff when changes occur

9. PROGRESS Initial processes have been chosen Change Management (CM) Service Operations (SO) (generally at first) Knowledge Management with focus on Knowledge Base (KB) Planning/timelines are complete Discussions on the three processes in progress Initial recomendations for KB complete Initial recommendations for SO complete pending team approval CM is developing recommendations And using current CM initiative as case study

10. OTHER CONNECTIONS Part of an emerging service quality program of projects: ITBP RT4 Implementation ( dependent on ITBP) SLA Asset Management Service Catalogue (TBA) Others (TBA) Recommendations from ITBP will Be passed to RT4 project (KB, SO, some CM (e.g. Service Updates)) Influence emerging IT Service Quality Program

11. REQUEST TRACKER 4 (RT4) IMPLEMENTATION PROJECT Campus wide IT project

12. GOALS Enable IT units to share/collaborate on IT incidents, requests, problems Leverage new functionality of RT4 Move request forms to RT4, ensure usability/accessibility Provide training, documentation and communication Expand use of system to other IT units on campus Implement recommendations from ITBP and previous RT Investigation Project Shared knowledge base

13. ADDITIONAL GOALS Shared administration and development Ability to integrate with asset management and other systems Future integration with Service Catalogue

14. CUSTOMER SERVICE CONNECTION Improved IT service support through User request interface Efficiency Training “issue solvers” Workflow/linked tickets Knowledge base Prioritization/escalation Future integrate with asset management and other systems Collaboration between and within IT groups Eventually self serve knowledge base

15. PROGRESS Development and production systems Testing Training/Documentation Knowledge base (“Articles”) New user request forms Recurring tickets Tools investigation for synchronizing accounts/groups with AD/LDAP Reporting/metrics investigation/planning (using Cognos reporting tools) Shared queue administration Customizable email templates

16. PHASE 2 New Features (e.g. workflows, escalation) Migrations Make operations and upgrade recommendations Searching: improve UI and/or “canned” searches Metrics RT Administrator’s group Ongoing training/documentation

17. OTHER CONNECTIONS Dependencies ITBP (criteria) Cognos 10 Reporting tool (metrics) Future integration with Service Catalogue Asset Management SLA project (SLA plug in)

18. SERVICE DESK… clip… https://uwaterloo.ca/information-systems-technology/services/computing-help- information-place-chip

19. MEMBERSHIP This group has representation from all faculties and most IT units on campus Grew out of an already existing campus wide group of IT user support professionals

20. Service Desk Initiatives Group IT Service Desk collaboration To allow members to focus on improvements and new initiatives Service improvement Shared documentation and training Advertising/marketing Communication (e.g. new web site) Tools and solutions

21. HOW DO WE DO THIS? Regular meetings ( one per term) Presentations from specialized service areas Tracking emerging initiatives Co-op training All faculties and departments are invited 2 days in length Covering everything that a new co-op would need to know Includes customer service training Social events that everyone is invited too

22. IMPACT Positive impact on IT services and support across campus. Collaboration Improved interaction between faculties and IST, as well as after hours service desks (library and residence) Customer experience Positive feedback from clients regarding referrals done by the service desks on their behalf Service quality Services across the campus have improved through good interaction between units

23. FEEDBACK Good buy in from all facilities Co-op training is very well received “What I saw was a well put together series of appropriate material for our two co-op students (and me!). Please pass on my compliments to all involved in setting this up and count me in for upcoming terms. C Holmes CECA”

24. SUMMARY Federated IT initiatives take more time but… Collaboration Sharing Raising awareness Inclusive Keep in mind collective end goals Service quality IT value Customer experience

25. QUESTIONS? Thank you! Lisa Tomalty ltomalty@uwaterloo.ca ltomalty@uwaterloo.ca Peggy Day pday@uwaterloo.ca pday@uwaterloo.ca