Transcript Document

ITIL @ Deakin
Richard Tan
Head, Information Technology Services
Division
DEAKIN UNIVERSITY
14th October 2003
Overview
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Some Background
Why ITIL?
What are we doing?
How did we get here?
What are our timeframes?
How are we doing it?
Awareness & Training
Tools, what tools?
Some Background
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Service Review Committee (SRC)
Service Review Conference
Service Catalogue
What about Service Delivery?
What about Service Support?
We Needed a Framework
Why ITIL?
• Selection Process
– ITIL Framework
• Common Sense & Practical
• Non-Proprietary
• Public Domain
• BS15000 Specification for IT Service Management
– Implementation Partner
• Demonstrated ITIL Knowledge & Experience
• Training, Advice & Consulting Services
• ProActive were chosen
What are our timeframes?
• Overall Service Improvement Programme
– 3 years… Don’t underestimate!!!
– It will take that long
• Implementation Stages
– Service Review – December 2001
– Framework Selection – January 2002
– Assessment – March 2002
– Programme Definition – May 2002
– Programme Initiation – August 2002
– Programme Review – October 2004
How did we get here?
• Base 1 - Assessment
• Process Maturity Report
Process Maturity Results
Incident Management
Availability Management
Capacity Management
IT Service Continuity
Management
Financial Management
Service Level Management
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Service Desk
Problem Management
Change Management
Release Management
Configuration Management
How did we get here?
• Efficiency and Effectiveness
Efficiency & Effectiveness Results
Incident Management
Availability Management
Capacity Management
IT Service Continuity
Management
Financial Management
Service Level Management
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Service Desk
Problem Management
Change Management
Release Management
Configuration Management
How did we get here?
• Overall Assessment (40%)
Overall Assessment Results
Incident Management
Availability Management
Capacity Management
IT Service Continuity Management
Financial Management
Service Level Management
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Service Desk
Problem Management
Change Management
Release Management
Configuration Management
How did we get here?
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ITSMF Membership
Service Improvement Workshop
Service Improvement Programme (SIP)
ITIL Leadership Group
ITSMF Conferences
Engaged Project Manager
Programme Planning Workshop
Created SIP Project Concept Proposals
(PCPs)
What SIP PCPs?
• Scope of Implementation
– Incident Management
– Help Desk/Service Desk
– Service Level Management
– Problem Management
– Change Management
– Configuration Management
– Automation of Processes (Tools)
How did we get here?
• Project Workshops for each process
• More Training
• PCPs Created
– Incident Management/Service Desk
– Service Level Management
– Change Management
• Funding Proposal
Incident Management/
Service Desk
• Key Objectives (1)
– To develop processes which are aligned
with the ITIL (IT Infrastructure Library)
Service Support framework and achieve
measurable improvements in the areas of
Service Desk and Incident Management
– These improvements will be measured in
a number of ways, the main ones being
by way of surveys and benchmarks of
the length of time incidents are open
Incident Management/
Service Desk
• Key Objectives (2)
– A regular 6 monthly maturity check will
also be conducted to monitor our
progress against the best practice
maturity levels, with a goal of reaching a
maturity level of 2.5 for Incident
Management by the closure of this
project
– It is also the objective of this project to
enable the provision of better business
information
Incident Management/
Service Desk
• Tasks and Deliverables (1)
– Mapping and documentation of Incident
Management and Service Desk process
lifecycles
– Procedures supporting the incident
management and service desk process
lifecycles
– Standard process creation and review
procedures and templates
Incident Management/
Service Desk
• Tasks and Deliverables (2)
– Schedule of ongoing process improvement
reviews
– Documented baselines and metrics
– An ITIL aligned Service Desk
Service Level Management
• Key Objectives (1)
– To develop processes which are aligned
with the ITIL (IT Infrastructure Library)
Service Support & Delivery framework
and achieve measurable improvements
in the area of Service Level Management
and an increased ability to manage the
expectations of customers and vendors
Service Level Management
• Key Objectives (2)
– These improvements will be measured in
a number of ways, the main ones being
by way of Service Level Agreements and
process maturity. Service Level
Agreements and Operational Level
Agreements will be formed and agreed
with key stakeholders
Service Level Management
• Key Objectives (3)
– A regular 6 monthly maturity check will
also be conducted to monitor our
progress against the best practice
maturity levels, with a goal of reaching a
maturity level of 4 for Service Level
Management by the closure of this
project
Service Level Management
• Key Objectives (4)
– Ensure that all services have defined
metrics, measures with which to provide
useful business information
– Establish a mechanism to measure and
report on Service Performance and put
in place a process to review all services
Service Level Management
• Tasks and Deliverables (1)
– Mapping and documentation of Service
Level Management process lifecycle
– Identify and document procedures
required by each section to support the
process
– Ensure that the accepted ITS Process
creation and improvement model is
followed
Service Level Management
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Establish business reporting requirements and
implement
Implement continuous improvement process
A Service Catalogue
A standard Service Level Agreement Template
A standard Operational Level Agreement Template
A negotiated SLA with the VP(A)
Negotiated OLAs which underpin the SLA
How are we doing it?
• Programme Management
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ITIL Champion
Leadership Group
Project Manager
Business Analyst
• Projects Management
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Formal Methodology
Project Structure
Process Owners
Project Teams
How are we doing it?
• IT Governance
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Policy Definition
Prescribed Processes
Process Definition
Process Change Management
– Not sure what you want here…
Service Level Management
• Definition of a Service
“A grouping of IT functions that
provide a definitive outcome for
customers”
Service Level Management
• Service Listing
Service
Corporate Applications Support
LAN/WAN Service (provision to external customers)
Education and Training (Staff and Students)
Remote access service
Strategic Planning
Laboratories, Training Rooms and Lecture theatres
Personal Organiser Support
Server & Facilities Management
Software (Staff & Students)
Telephone Service
Telephone mobile billing service
Web Development
Workstation Management (DUWS)
Support Services (Helpdesk, Personal Help, Consulting, external
fee for service support (IKE, MIBT).
Desktop Management
Web Support
Web Application Development
Project Management
Enterprise Productivity Tool Development
Internet Access Service (Including messaging, proxy, DNS, DCHP)
Enterprise Calendar Service
Enterprise Email Service (Including WebMail)
Owner
Corporate Applications Group
Networking Section
Training and Information
Section
Networking Section
Contracts and Strategic
Planning Manager
Laboratories Section
Contracts and Strategic
Planning Manager
Systems Section
Contracts and Strategic
Planning Manager
Networking Section
Administration Group
Web Development Section
Client Services Manager
Help Desk Section
Desktop & Workgroup
Section
Web Development Section
Web Development Section
Project Pool
Systems Section
Systems Section
Systems Section
Systems Section
Service Level Management
• Service Offerings
– Currently being prepared
– SLM Project Team Members
– First cut prepared
• Process Definition underway
• Templates published
Service Level Management
• Timeframes
– Service Catalogue
• October 2003
– OLAs & Underpinning Contracts
• October, 2003
– Automation Requirements
• October, 2003
– SIP Timetable
• November, 2003
– SLA with Vice-President (Administration)
• December, 2003
Incident Management/
Service Desk
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Project Plan developed
Project Team assembled
Process Definition underway
Templates published
Awareness Campaign
• Leadership Group
• Formal Communications Plan
• Communications Officer
Awareness Campaign
• Internal
– Service Management Essentials Training
(Including an exam!)
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75% of all staff so far
100% by March 2004
Manager Training (A tougher exam!!!)
Procurement of the books – It IS a Library
Encouragement to implement in small teams
ITIL Web Site
Fortnightly Reports
Regular “All ITS Staff” Briefings
Awareness Campaign
• External
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Regular postings to University Newsletter
Client Forums
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IT Managers
DUITEs
Other Universities
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Knowledge & Experience Sharing
Forums
– VDIT
– CAUDIT
– EDUCAUSE
– SPUSC
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Public Forums
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ITSMF Conferences
Tools, what tools?
• Currently
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help.deakin
Work Request System
Internally developed & maintained
Integrated with User Management System
• During the Projects
– Requirement identification
– Some Enhancements to help.deakin
– Configuration Management system
development
Tools, what tools?
• Eventually
– Compile all requirements
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All ITIL Processes
Analysis of technology base
Expansion to entire University
– Call for Tenders
– Cost/Benefit Analysis
– Full redevelopment or Purchase
ITIL @ Deakin
Questions?