Managing Complexity in the K12 Environment Using ITIL A Case Study Presented by Dale Briscoe and David Jasa St. Lucie County School District

The IT Complexity Enigma

How We Approached IT Support Before 2009

Innovate or Fail The Obligation to Change

Why ITIL?

• Early Discussions - The Search for Standards • Staff Reductions – How the Budget Forced Our Hand • Starting with “ITIL Lite”

ITIL Overview

Implementation • Defining Services  Offloading Data Ownership

Data Governance Organization

Implementation • Defining Services  Offloading Data Ownership  The Service Catalog

ITS Services • Account Services • Email Services • Classroom Audio Visual (CAVs) Services • Peripheral Services • User Computer Services • Network and Wireless Services • Mobile Services

ITS Services • Voice Services • Training Services • Application Services • Project Management

Implementation • Defining Services  Offloading Data Ownership  The Service Catalog  The Service Level Agreement (SLA)

SLA Priority Matrix

Implementation • The Technical Service Desk (TSD) • The Field Service Organization (FSO) • Defining Workflow Processes • Ticketing Software

Results To Date • Defining Metrics • Overall Performance Metrics  Total Tickets Opened  SLA Effectiveness • Field Service Organization Metrics • Technical Service Desk Metrics • Metrics for Others?

Results To Date • Service Tickets Opened  2009-10 17,392  2010-11 38,333 (+120%) • SLA Effectiveness   2009-10 2010-11 69.43% 71.56% (+2.13%)

Field Service Organization Results to Date • Service Tickets Assigned  2009-10 11,352  2010-11 15,366 (+35%) • Service Tickets Closed   2009-10 2010-11 11,265 15,224 (+35%)

Technical Service Desk Results to Date • Tickets Opened by TSD  2009-10 17,392  1010-11 21,399 • Total Calls   2009-10 2010-11 22,049 33,832 (+23%) (+53%)

Technical Service Desk Results to Date • Abandoned Calls  2009-10  2010-11 3,140 6,024 (+92%) • Abandoned Call Percentage   2009-10 2010-11 14.2% 17.7% (+3.5%)

Additional 2010-11 TSD Statistics • Average Speed of Answer • Longest Waiting Call • Average Talk Time • Percent Hold Time • Grade of Service (30 second) 2:10 14:37 3:38 9.7% 46%

Challenges • Buy-in From Top Management • Resistance to Change by IT Staff • Customers Bypassing the Process • Email Submissions • Questioning Ticket Priorities • Escalating Expectations

Next Steps • Application Development/Release Management • Problem Management • Asset and Configuration Management • Change Management • Capacity Management

Affect on Larger Organization • IT Success With Standards-Based Approach Has High Visibility • Project Management Methodology Adopted Throughout the District • IT Has Pioneered an Effort That Has Changed the Larger Culture

Things to Consider • Train IT Management in ITIL Foundation • Select a Piece of the ITIL Lifecycle to Start • Make Sure Your Tools are Aligned to the ITIL Framework (Pink Elephant) • Measure Everything (KPIs)

Q & A – Your Turn To Talk • Dale Briscoe Network Analyst Technical Service Desk Project Lead [email protected]

• David Jasa Information Technology Services Program Manager [email protected]