Transcript Where's My Dinner? - University of Florida

itSMF-Australia
ITIL @ Deakin University
“Where’s My Dinner?”
Darren Burgess
Program Director, Service Improvement Program
Business Services Manager
Information Technology Services Division
Deakin University
4th August 2004
Specials of the Day
Background
Structured Project Approach
Revitalised Program
Organisational Re-alignment
Program Structure
Accelerated Approach
How it is Different
The Future
Background
 Services Review
 Service Support and Delivery
 Commercial responsiveness
 Alignment to Services
 Service Improvements
 Common, repeatable processes
 We needed a Framework
 We wanted to be better
Background
 ITIL Selection Process
– Common Sense
– Practical
– Public Domain
– Non-proprietary
– BS15000 Standard
– British Government initiative
– Demonstrated utilisation & success
Background
 Partner Selection Process
– Demonstrated ITIL knowledge &
experience
– Training capability
– Proactive advice provision
– Consultancy services
– Vendor independence
 And we found one…
Background
 Getting Started
– External Assessment
– Recommendations for Improvement
– Service Improvement Working Party
– Joined itSMF
– Talked to Other Organisations
– Workshopped Assessment & Recommendations
– Determined Process Priorities
• Service Level Management
• Incident Management
Structured Project Approach
 Project Sponsor
 Project Steering Committee
 Project Manager
 Document Driven
– Project Concept Proposals
– Funding Proposals
– Project Initiation
– Formal Project Documentation
– Step-by-Step Progress
 Quality Approach
Structured Project Approach
 Doing the “right” things
 Go it alone
 Issues
– Running “The Project”
– Producing documentation
– Lost sight of the desired outcomes
– Delays between each step
– Isolated, single stream projects
– Resource Contention
 Slower than expected progress
Structured Project Approach
 Progress was made
 Service Level Management Project
– Service Catalogue
– Service Offerings
– Service Level Agreement
 Absence of defined process
 Service Levels not finalised
 Misalignment between OLAs and UCs
 Awareness was increasing
Structured Project Approach
 Doing the “right” things
 Training
– 95+% staff – Foundation Certificate
– Key stakeholder staff – Managers Certificate
 Built up a Library
 Culture change
 Pockets of ITIL
 Improvement realisation
Revitalised Program
 Why Change?
– Enthusiasm of staff
– Waiting for the projects
– Keep the momentum going
– Higher levels of discussion
– Rapid and visible movement forward
– Unsure how to implement
 The Service Improvement Program
Organisational Realignment
 ITIL Alignment
 To accommodate the SIP
 Revised Project Methodology
 Senior Leadership Team
 Process first, then structure
– Confidence in the staff
– Tight timeframes
– Concurrent development
– Close interfaces between ORP & SIP
Program Structure
 Moved away from Committee to single
Program Sponsor
 Closer Partnering
 Program Structure
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Program Sponsor
Program Director
Program Advisor
Customer Stakeholder
Project Manager/Business Analysts
Process Definers
Technical Writers
Program Structure
Key Customer
Stakeholder
Program Director
Program Advisor
(External)
Program Sponsor
Program Support
Office
Program Board
Service Desk,
Incident &
Problem
Management
Project Manager/
Business Analyst
Process Definers
Change &
Release
Management
Project Manager/
Business Analyst
Process Definers
Service Level &
Configuration
Management
Project Manager/
Business Analyst
Process Definers
ITIL Processes
7 & 8, etc…
Project Manager/
Business Analyst
Process Definers
Project Teams
ITSD Team Members
Accelerated Approach
 Program focus
 Primary focus with full scope
 Linked to the ORP & LEAP
 High awareness campaign
 Prioritisation across the organisation
– Strategic
– Tactical
– Operational
 Completeness vs %
Accelerated Approach
 Reprioritisation of processes
– Primary Priorities
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Incident Management
Service Desk
Problem Management
Service Level Management
– Secondary Priorities
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Change Management
Release Management
Configuration Management
Capacity Management
Availability Management
IT Service Continuity
Accelerated Approach
 The right people
 Process Definition Method
 Workshopped processes
 Re-baseline
 Iterative implementation
 Journey of discovery
 Target acquisition
 Getting it done…
Accelerated Approach
 Tooling process
– In-house development
– Integrated with existing toolset
– Dynamic Systems Development Method
(DSDM)
– Developed with process
– Functional requirements
– Technical specification
– Iterative Implementation
Accelerated Approach
 Tooling process
– External product
– Integration with existing capabilities
– Functional requirements
– Review market
– Business Case to compare build and buy
– Installation
– Customisation
– Implementation
How it is Different
 Program Management
 Total & highly visible commitment
 Partnering
 Higher tolerance required
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Risk
Resource commitment
Deliverables not clearly identified initially
Incomplete outcomes
 Focus on outcomes
 Rapid & visible achievements
“Working towards the vision, not the specifics”
How it is Different
 Achievements
– Program
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Program Brief
Process Definition Method
Additional Resources
Cultural Change & Staff Buy-In
– Processes
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Workshops
Project Plans
Project Charters
Process/Function Scopes
Business Case/Cost Analysis
How it is Different
 Achievements
– Products
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Process Definitions
Procedure Development
Service Catalogue
Corporate Level SLA
– Organisational Growth
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Understanding
Culture
Enthusiasm
Structural Realignment
ITIL Aligned Structure
Head’s Office
Administration
Operational
Service Provision
Service Control
Service Planning
& Development
Service Desk
Change Management
Capacity Management
Incident Management
Release Management
Availability Management
Problem Management
Configuration Management
IT Service Continuity
Management
Financial Management
Program Office
Service Level Management
The Future
 The Program
 A continuous quality improvement mindset
– Review cycles
– Link SIP to business planning
– Link to the PPR process
 Regular external scrutiny
 Mature the realigned structure
 Improvement opportunities
The Bill
 How was your meal?
 Now it’s you’re turn
 Take out your wallets
 Hand over the readies…
Questions?