Taking the Mystery Out of IT Service Management, ITIL & ServiceNow Monday August 5, 1:40-2:50pm.
Post on 30-Mar-2015
216 Views
Preview:
Transcript
Taking the Mystery Out of IT Service Management, ITIL & ServiceNow
Monday August 5, 1:40-2:50pm
Your Distinguished Panel
• Moderator: Brian Buckler, Director of Network, Desktop Support, and Infrastructure Services, Office of IT, UC Irvine
• Rebecca Nguyen, ITSM Program Manager for campus Information Technology Services and Medical Center IT, UC San Francisco
• Anita Nichols, Client Services Manager, Information & Educational Technology, UC Davis
• Marian Sherrin, Service Manager for UCSC IT Request Services (Service-now) and the IT Change Manager, Client Services and Security, UC Santa Cruz
• Nisi Vidato, Manager, IT Service Management, IT Services, UCLA
Agenda
• Brief Overview of ITIL, ITSM, and ServiceNow• Campus Summaries of ITIL and ServiceNow
Implementations• Moderator Questions for the Panel• Audience Questions for the Panel
What is ITIL?
• IT Infrastructure Library• Developed in the UK; used world-wide• 5 core books + complimentary guidance• A suggested framework of best practices for IT Service
Management (ITSM)– ITSM definition: organizational capabilities that deliver valuable
services• Non-prescriptive practical guidelines• Focused on process and continuous improvement• Customer service driven• ITIL Core built on a service lifecycle with 5 stages
ITIL Service Lifecycle Stages
• Service Strategy• Service Design• Service Transition• Service Operation• Continuous Service Improvement (CSI)
What are some of the potential benefits of ITIL-based ITSM?
• Improve IT services and maximize value and ROI• Improve customer satisfaction• Set realistic customer expectations• Measure performance• Improve efficiency and productivity• Improve communication• Increase consistency and accountability• Increase the value of IT• Improve morale• Reduce costs
Who/What is ServiceNow?
• Provider of cloud-based software that automates ITSM based on ITIL principles
• Rated 2012 Best Overall Offering by EMA• Nation-wide public and private sector
customer base• SaaS business model with web interface
Campus Summaries of ITIL and ServiceNow Implementations
UCSC Overview• IT Request Users vs. Campus Population – 5,000/19,000 Students (15K undergrad, 1.5K Grad) – 30%– 1,000/1,517 Faculty– 2,400/4,300 Staff– 7,000/40,000 Applicants– 400/8594 Guests (others were spam or auto created)
• Other Tools Used?– Incident transitioned from Web Help Desk– Change Management transitioned from Jira– Library & SOE Staff (non ITS) use Request Tracker (RT)– PBSci IT still uses Cerberus (but is transitioning to SNC)
UC Santa Cruz 2013
UC Santa CruzDate SNC Application Developers Service
ManagersTickets 2012-13
CurrentUsers
Assignment Groups
2011: January
• Contract Start Date 0 0 0 0 0
2011: June • Incident• Change• Knowledge Base
1 1 43,9715161,315
27,1118792
11349NA
2012: December
• Service Catalog (RITM)
1.4 1 491 340 8
2013: Summer
• Pinnacle Integration• Portfolio & Project
Management
1.5 1.2 Future
2013: Fall • Release Management
1.5 1.3 Future
2014: Winter
• CMDB 1.5 1.3 Future
UC Santa Cruz 2013
Why Service Now? Transition from outdated tools (some vendor end of life) Performance Improvement Integration of silo’d tools, expansion opportunities, BC/DR
– Integration of ITIL processes continues
Reduce skill specialization required across limited staff – Consolidation of skillset into Service-now.com
X Reduced need for technical development staff – More developer skills necessary than expected, develop SNC skills across org
Reduced operational maintenance – Expectation Met - No SysAdmin required; Still need to manage SNC Upgrades
UCSF, UCLA, and LBL had adopted already – Expectation Met – UC Wide Adoption continues
UC Santa Cruz 2013
UCSF Overview• Campus Overview – 3000 Students– 30,000+ Faculity/Staff
• Other Tools Used?– Remedy used by HR
• Why Service-now– Frustration with Remedy Upgrade– SOM and Medical Center IT moved to ServiceNow– Operational Excellence – IT Consolidation
UCSFItem Date SNC Application Developers Servic
e MgrsCurrentUsers
Assignment Groups
Contract Start Date 2010: October2011: January
SOMEnterprise
1 0
Initial Production Deployment
2010: April Asset Mgmt – Computers (SOM only)
1 0
Other Production Releases
2010: October
2011: November
2012: February
2012: May
2013: March
2013: May
2013: July
Incident Management for Med Ctr IT
Enterprise Incident Management
Enterprise Change Management
ESS, Knowledge (internal)
Asset Mgmt (computers – desktop support)
SDLC
Asset Mgmt (printers – desktop support)
1
2
1
2
1
1
1
0
1 750 IT Users60 non-IT Users
251
Planned Releases 2013: SeptemberOctoberNovember
2014
CMDB – NetworkCMDB – ServerCMDB – Application
Discovery
1.5
1.5
1
Future Plans 2014 Problem Management 1
UC Davis Overview• Campus Overview – 33,300 Students– 8,352 Faculty– 20,410 Staff
UC DavisItem Date Service Now
ApplicationDevelopers Community
AdminsProduct Owner (Agile)
Contract Start Date
2012: Dec
0 0 0 0
Initial Deployment
2013: Feb
Incident 1 1 1
Planned Releases
2013: July
“Beta:” •Portfolio & Project•Change Mgmt•Contract Mgmt
1 1 1
2013: Aug
Knowledge Mgmt 1 2-3 1
Nisi Vidato
UCLAManager, IT Service Management
Background
• In 2007 UCLA underwent a Pink Elephant Process Assessment
• Findings were that we were very immature in our processes
• The processes were not documented and communicated to a large degree
• The recommendation was to implement ITIL Processes • In 2010 UCLA hired me as the ITIL Expert
– Conduct a gap analysis– Operationalize the ITIL framework Implement ServiceNow
Service Management
• Awareness Campaign– Foundations Training– Lunch and Learns– Newsletters
• Core project team – Governance
• Design Team– Process development– Requirements gathering
Why ServiceNow?
• IT Service Management Framework• Able to extend the platform to create custom
applications• Able to utilize workflow to develop end to end
service provisioning• Self-service • Saas• Upgrades are compatible with customized
applications
UCLA
Date SNC Application Service Managers/System Administrators
2010: January 1/1
2010: March Incident, Knowledge, CMBD Lite 1/2
2010: July Service Catalog, ESS, Mobile 1/2
2011: January Change Management, SR 1/2
2012: March Problem Management, SR 2/2
2012: August Custom Applications: Contact Info App, Calendar Management
3/2
2012: November SR (over 168), Contracts, CMDB Project 3/2
2013: January-April Merger 250 individuals, Custom Application: Service Request
5/3
2013: July Custom Applications: Bruin On Line , SAR 5/3
2013: July Multi-Tenancy (6 Tenants) 5/3
2013: August CMS 5/3
Moderator Questions for Panel
Audience Q&A
Optional Slides
What are the potential benefits of ServiceNow?
• Hosted in the cloud• Based on ITIL• Customizable• Automated upgrades• Improved operational tracking• Tool/Application/Data consolidation• Enterprise-wide tool• Customer self service• Powerful reporting
UC Santa CruzScreen Shots
2013
UC Santa Cruz "IT Request"
ITS Home Page UC Santa Cruz "IT Request"
Service-now.com ESS Page
Service-now ESS Page
UC Santa Cruz "IT Request"
Client Name
Client/User Homepage
UC Santa Cruz "IT Request"
Client/User Homepage
UC Santa Cruz "IT Request"
Service Catalog
• We included the “Get Help” link to create an Incident ticket here. • This allows users to start at the service catalog and if they don’t see what they want
specifically, they can just “Open a Ticket”.• Helps users as we add service request items to the service catalog. • We did not take a big bang approach to our SNC catalog.
UC Santa Cruz "IT Request"
Client Incident View
UC Santa Cruz "IT Request"
Service-now.com ESS Page
ESS Page
UC Santa Cruz "IT Request"
UC Santa Cruz "IT Request"
Service Catalog
UC Santa Cruz "IT Request"
Change Request
UC Santa Cruz "IT Request"
Knowledge Base/FAQ(partial)
top related