Radcliffe rapid maturity through csi just yale slides

Rapid Maturity and Continual Service Improvement

Adriene RadcliffeDirector, Service ManagementYale University

Gerry GeddesExecutive ConsultantFruition Partners

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Rapid Maturity with Service Now

The Transformation of Yale University . . .

ITSM Process Owners

Process Managers Governance

ServiceNow Quarterly Business Review CSI

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Yale Timeline

Vision ToolProcessPlan Govern

“To be recognized globally as the leading technology organization across universities,

through rock-solid services, innovation, technology leadership and community satisfaction “

Len Peters, Associate Vice President and CIO

May 2011

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From Good to Great – by Jim Collins

Start with the right people

Superb leadership

Confront brutal facts

Culture of discipline

Technology as an accelerator

• http://jimmyzimmerman.com/blog/wp-content/uploads/flywheel.swf

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Our fly wheel was 300 years old

And covered in Ivy…

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We had typical challenges• IT Groups Worked In Silos

• Divergent terminology, processes and practices

• We had few SLA’s

• Measuring and reporting were inconsistent

• ITIL and ITSM were just four letter words

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Yale Timeline

Sponsor

Process Owners

Partner

Vision ToolProcessPlan Govern

July 2011 Sept 2011

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Key Points in the Yale Plan• Educate ourselves with ITIL Foundations and begin to use the language

across the organization

• Name process owners who work across the organization and harmonize processes such as Incident, Problem, Change, Request, Knowledge Management

• Recognize that we have to stabilize our environment, create a system of measurement and use key metrics to guide us where to improve

• Leverage a partner to guide us on this journey

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Yale Timeline

Fruition Partner

Workshops

Roadmap

Pockets of Excellence

Process Improvement

Vision ToolProcessPlan Govern

Sept 2011 Dec 2011

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Pockets of Excellence

• Change Advisory Board (CAB)• Consolidated Help Desk• Standard Operating Procedures• Event Management

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Areas we focused our efforts

• Service Operations Center• Creating a Problem Process• Standardizing a Request Framework• Process Metrics and KPI’s• Service Metrics with Quarterly Business

Review

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Yale Timeline

Our fly wheel begins to spin!

Vision ToolProcessPlan Govern

April 2012Jan 2011

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-3 S

D+

3 S

D

Unstable ProcessRelease 1

Stable & PredictableRelease 2

Predictable & Capability

UCL

LCL

TimeBaseline Maturity

Objectives: Baseline – Stabilize - Improve• Baseline process variation• Stabilize processes• Stabilize measures• Stabilize reporting• Continuous Process Improvement

If your service performance is between UCL – Upper Control LimitLCL – Lower Control Limit

Your process is stable, predictable and capable

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Yale Timeline

• Service Management Organization • CSI as a Service • Process Owners/Managers & Practitioners • Service Owners & Quarterly Business Review

Vision ToolProcessPlan Govern

April 2012

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To Reach CSI’s Target State it Needs…

• To Be Established As a Repeatable Cycle• Achievable Improvements That Make a Difference• End to End Business Service Focused

• A Data Model to Underpin Decision Support Dashboards

• World Class Process

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Key Service Measurement Objectives

Precise

Accurate

Stable

• Reporting• Analysis• Action• Continuous Improvement

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CMDB Roadmap

IT Asset Management -Platforms/Devices• Component-centric physical

view of ITS assets

•Discovered assets and configurations•Allows for ad hoc analysis of assets•Limited focus on asset change control (auto-discovered updates)

•Excellent tool for system operators and support staff

Service Asset & Config Management -Solutions/Systems• Logical view of asset

collections

•Introduces ownership and auditing to ensure systems/solutions are accurate and properly controlled

•Changes tracked and tied to service requests or, more often, changes

•Ability to asset changes to solutions that depend on one or more systems = enhanced impact/risk analysis for customer-facing changes

Service Asset & Config Management -Services View• Logical, integrated view of

services

•Exposes hidden or complex service inter-dependencies

•Enhance organization’s ability to describe changes to change impacts in terms of business impacts

•Allows for business-centric view of IT operations, and the relationship to services delivered by the business

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Yale University Now…• Over 300 of 425 IT staff have ITIL Foundations Certification

• ITS Service Management - process governance and advocacy

• ServiceNow Incident, Request, Problem, Change, Knowledge

• Multi-function Service Operations Center - provides increased capability to handle Major Incidents, Events and Problems

• Stabilizing our processes and services

• Several CSI projects are underway

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Thank YouDirector, Service

Management

Adriene RadcliffeYale University

[email protected]: @a_radcliffe