Transcript Document

Title:
Service Management at ChoicePoint
Session #: 33
Speakers: Krissi Rouquie & Frederieke Winkler Prins
Companies: ChoicePoint & Service Management Partners
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
Introduction
Service Management Partners
• R&D company dedicated to continuously:
– increase the maturity of service management
processes
– reduce the complexity of service management
processes
– eliminate the risks associated with service
management implementations
– minimize the resources required to implement
service management processes.
Introduction
ChoicePoint
• Premier provider of decision-making
intelligence to businesses and government.
• In order to achieve this, data goes through
the following distinct phases:
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Identification
Retrieval
Storage
Analysis
Delivery
Introduction
ChoicePoint
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60 locations
Headquarters in Atlanta, Georgia
5,500 employees
1550 IT employees
Average of 6 to 7 acquisitions a year
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
Why Service Management?
Objective:
• To utilize ITIL concepts and the functionality
of the Service Desk and Command Center to
attain greater use of metrics and documented
processes, thus providing a higher level of
quality to all clients.
Why Service Management?
Goals:
• Implement system management disciplines
with a focus on the ITIL model.
• Define operational reporting and “manage by
momentum” metrics.
• Define services provided.
• Deliver effective communication to all
customer constituencies, especially delivery
successes.
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
From Scratch
Approach
• Tool Selection
– ITIL Standards
– Service Management Best Practices
• Implementation Resources
– 12 weeks, 3 Consultants (2 Functional, 1 Technical)
• Scope
– ITIL Assessment
– Install HP ServiceDesk
– Create Processes for Incident Management, Problem
Management and Change Management
– Common Toolset for Technology Staff
From Scratch
Milestones
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3/03 – Kick-off ITIL Workshop/Interviews
3/03 – Installation of HP Service Desk
4/03– Roll-out to Limited Number of Users
4/03 – Assessment Delivery
5/03 – 12/03 – ITIL Momentum Stops – Teams
Continue to Use Two Tools
• 1/04 – CP Forms ITIL Team to Focus on Processes
• 2/04 – 2nd Consulting Firm Engaged to Assess
From Scratch
Deliverables
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ITIL Assessment
Installation of HP ServiceDesk
List of Best Practices
Sample Documents/Manuals
No Processes
From Scratch
Lessons Learned
• Educate Internal Resources
• Communication is Key
• Look at Processes First – Tool Second
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
Best Practices
Approach
• Tool Selection
– Alignability Process Model
• Implementation resources
– 43 consulting days
• Scope
– Processes
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Incident Management
Problem Management
Configuration Management
Change Management
Service Level Management
Best Practices
Standard Implementation Plan
• Adjustments
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Process Review
Process Model Customizations
Tool Customizations
No Need for Technical Consultant
Best Practices
Milestones
• 06/01: Kick-Off
• 06/10: Process Review Finalized
• 07/06: Customized Processes and Process
Model
• 07/21: Data Populated
• 08/06: User Training Completed
• 08/06: Go Live
Best Practices
Deliverables
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Process Documents
Optimized Alignability Process Model
Optimized Service Desk Settings
Documented Service Desk Set-up
Optimized Report Manager
Training Material for each Role
Quick Reference Sheet
Best Practices
Lessons Learned
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Start with a template
Get buy-in from all groups involved
Training is key
Create Service Management Board
This is a Program not a Project
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
After 3 Months
Achievements, November 2004
• Report Creation
– Management Metrics
– Process reinforcement
• Configuration Management
– Relation CIs and 3 critical services
• Alarm Management
• Request Web Interface
After 3 Months
Challenges
• Change Management
– More notification than management
– Two different tools to support this process
• Not all groups on the same processes
• Reports not available to everyone
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
After 6 Months
Achievements, February 2005
• Dashboard Manager
– Configured
– Implemented
• Additional Users
• Decrease in outages
• ITIL training
After 6 Months
Challenges
• Request Web Interface
– Automatic approval
• Time Tracking
• Training
Agenda
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Introduction
Why Service Management?
From Scratch
Best Practices
Status After 3 Months
Status After 6 Months
Status After 9 Months
After 9 Months
Achievements, May 2005
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Request Web Interface with Approval
Production Availability reports
Dashboard Metrics Available
Metrics linked to reports for details
 ChoicePoint is operating at a much higher
operational standard in 2004 than in 2003.
Processes are standardized; tools are in
place and reporting mechanisms are simple
but effective.
After 9 Months
Challenges
• Metrics available per group and service
• Resource and Time tracking
• No full-time service manager position
Questions?
Krissi Rouquie
Director, Enterprise Applications
ChoicePoint
[email protected]
www.choicepoint.com
Frederieke Winkler Prins
Partner
Service Management Partners
[email protected]
www.alignability.com