IT Best Practices (ITBP) Project

Lisa Tomalty, [email protected]

Information Systems and Technology

Agenda

• Project Introduction • Project Scope • IT service operations • What is ITIL? • Benefits • ITBP Team members • Proposed Approach/Timeline • More Information

Processes….

• IT Crowd …… the importance of talking about processes

Project Introduction

• Review and make recommendations related to IT service processes and procedures • Review what is working well and what needs improvement • Investigate ITIL concepts, processes and suggestions • Apply ITIL and possibly other methodologies as appropriate • Opportunity to do things better

• First Phase

Project Scope

– Service operations processes – Change management – Knowledge management (initially focusing on knowledge base) • Second Phase – Continual Service Improvement processes – Service catalogue – Advise on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

IT Service Operations

• Service Desk (Help desk) processes (currently all done in RT) – Incident Management – Problem Management – Request Fulfillment – Access Management – Event Management

What is ITIL?-1

• ITIL can be thought of as an ‘instruction manual’ for effective IT Service – Information Technology Infrastructure Library – You can take the parts of it that you need • Framework of “suggestions” and suggested processes for managing IT services • Customer focused – Focus on providing the value to customers

What is ITIL?-2

• Provides approaches/models/etc.

– E.g. Continual Service Improvement (CSI) • Validated across many other organizations • Non-prescriptive (can use parts)–”ITIL-lite”

Gartner snippet…

• ITIL – A collection of books, abstract high-level descriptive guidance • People do not “do” ITIL – They should do their processes in support of the business #watitis2013

Benefits

• Improved client satisfaction through a more professional approach to service delivery* • Improved IT services through the knowledge of proven best practice processes and common terminology • Increased competence, capability and productivity of IT staff* • Improved systems/ applications availability* • Greater visibility of IT assets* • Improved collaboration/communication between IT groups

*Reference

ITBP Team members

Lead: Lisa Tomalty (IST) IST-Enterprise Systems: Bill Baer AHS: Terry Stewart Arts: Keith McGowan CECA: Celeste Horne CEL: Dave Bean CSCF: TBA Eng: Steph Sempson ENV: Mary Burden Housing/IST: Cheryl Skingley IST- Manager Policies/Standards: Shawn Winnington-Ball ENG-Mech Eng: Mike Willson IST-CS: Peggy Day IST-IS: Dave Kibble IST-ITMS: Daspina Fefekos IST-NS: Steve Bourque IST-Security: Jason Testart IST-Security: Mike Paterson IST-TIS: Martin Timmerman IST-TIS: Manfred Grisebach IST-TIS: Jennifer Matheson Library: Andrew McAlorum MFCF: Eric Buller Science: Kate Wood

Proposed Approach/Timeline

• Timeline: October 2013 – August 2014 • Approach – Campus wide project – Sub groups to focus on specific processes – Consultations with other Canadian universities – Connection to RT4 Implementation Project – Communication and training will be key

More Information

• Please contact Lisa Tomalty, [email protected]

, x35873 for more information or to discuss this project.

• IT Best Practices project • Thank you!! 