Radcliffe rapid maturity through csi just yale slides

Rapid Maturity and Continual Service Improvement

Adriene RadcliffeDirector, Service ManagementYale University

Gerry GeddesExecutive ConsultantFruition Partners

LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING

Rapid Maturity with Service Now

The Transformation of Yale University . . .

ITSM Process Owners

Process Managers Governance

ServiceNow Quarterly Business Review CSI


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


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

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

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


Our fly wheel was 300 years old

And covered in Ivy…


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


Yale Timeline

Sponsor

Process Owners

Partner


July 2011 Sept 2011


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


Yale Timeline

Fruition Partner

Workshops

Roadmap

Pockets of Excellence

Process Improvement


Sept 2011 Dec 2011


Pockets of Excellence

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


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


Yale Timeline

Our fly wheel begins to spin!


April 2012Jan 2011


-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


Yale Timeline

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


April 2012


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


Key Service Measurement Objectives

Precise

Accurate

Stable

• Reporting• Analysis• Action• Continuous Improvement


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


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


Thank YouDirector, Service

Management

Adriene RadcliffeYale University

[email protected]: @a_radcliffe

mailto:[email protected]

Radcliffe rapid maturity through csi just yale slides

Education

Radcliffe rapid maturity through csi just yale slides