IT Services in Higher Education
Jack Probst
Principal Consultant
Welcome!
Thank you for choosing Pink Elephant,
The IT Service Management Experts.
We’ve been involved with ITIL
®
since its inception in 1989,
and we’re proud to be the world’s #1 service provider of
ITIL and ITSM education and consulting.
Agenda
1.
Key Concepts
2.
Service Portfolio
3.
Service Catalog
4.
Communications
Education Focus Group – ITM ’08 & ‘09
Major Areas Of Concern
Governance Issues
Obtaining Senior Management buy-in
Aligning IT to institutional silos
Dealing with formal governance and controls
Driving efficiencies
Service portfolio
Implementing measurements and metrics
ITSM Process Project Issues
Designing and implementing processes
Financial management/service costing
Service Catalogs
Implementing
Change
, Configuration and Release
Audit requirements for Change
Selecting and implementing a common ITSM tool
Implementation Issues
Dealing with organizational change
Implementing standard practices within the long standing university culture
Communicating the key messages to the user community
Communicating benefits and creating awareness
The challenges and pitfalls of getting started
Priorities and resource (financial, human, time and technical) allocations
NOC
Developing an ITSM curriculum
The Business Of IT Service Management
Service Management is a set of specialized organizational
capabilities for providing value to customers in the form of
services.
Service Management takes the form of a set of functions
and processes for managing services over their lifecycle.
Service Management is also used as a synonym for IT
Service Management (ITSM)
Service Management is also a professional practice
supported by an extensive body of knowledge,
experience and skills
© Crown copyright 2007.
Reproduced under license from OGC
Service Strategy, page 15
The ITSM Product
Services are a
means of delivering value to customers by
facilitating outcomes customers want to achieve
without
the ownership of specific costs and risks.
Services facilitate outcomes by enhancing the
performance of associated tasks and reducing the
effect of constraints
The result is an increase in the probability of desired
outcomes
© Crown copyright 2007.
Reproduced under license from OGC
Service Strategy, page 16
Services Support The Business Processes
Service
Claims
Processing
Claims
System
Claims
Settlement
Claim Check
Data
base
Line of
Business
Business
Unit
Dept.
User
System
Service
Supporting
IT Service
Customer
Facing IT
Service
SLA
OLA
SLA
Services Support The Business Processes
Service
Claims
Processing
Claims
System
Claims
Settlement
Claim Check
Data
base
Line of
Business
Business
Unit
Dept.
User
System
Service
Supporting
IT Service
Customer
Facing IT
Service
SLA
OLA
SLA
Contract
Business Outcome
Services Support The Business Processes
Service
Claims
Processing
Claims
System
Claims
Settlement
Claim Check
Data
base
Line of
Business
Business
Unit
Dept.
User
System
Service
Supporting
IT Service
Customer
Facing IT
Service
SLA
OLA
SLA
Business Asset
Business Outcome
Services Support The Business Processes
Service
Claims
Processing
Claims
System
Claims
Settlement
Claim Check
Data
base
Line of
Business
Business
Unit
Dept.
User
System
Service
Supporting
IT Service
Customer
Facing IT
Service
SLA
OLA
SLA
Contract
IT Service
Comprised of service assets
Business Asset
Business Outcome
The Anatomy Of A Service
Functional/LOB Goals
Key Business Process
Business Process Outcomes or Deliverables
IT System or Application
Service Success Criteria
System Utility or Functionality Delivered
IT Service Defined
Corporate Mission/Vision
Service Portfolio & Service Demand
Market
Spaces
Customers
Business
Needs
Service
Design
Continual Service
Improvement
Service
Operation
Service
Transition
Third Party
Catalog
Retired
Services
Service Pipeline
Service Catalog
Service Portfolio
Common Pool of Resources
Resources engaged
Return on assets earned
from Service Operation
Resources
released
Project
Portfolio
© Crown copyright 2007. Reproduced under license from OGC
Service Strategy, page 74
• Someone has an idea for a new service
• Market space defined
• Strategy phase of the service: Perspective, position, plan,
patterns
• Develop the market, the offerings, the assets and prepare for
execution
• Likely status: Requirements, defined, analyzed, approved,
chartered
• Someone has an idea for a new service
• Market space defined
• Strategy phase of the service: Perspective, position, plan,
patterns
• Develop the market, the offerings, the assets and prepare for
execution
• Likely status: Requirements, defined, analyzed, approved,
chartered
Service Lifecycle
Concept
Design
Transition
Operational
Improvements
Retired
• There are five aspects of Service Design
• Service Catalog Management “creates” and maintains the
catalog
• Processes most involved in the design of the service are
Service Level, Availability, Capacity, Security, Continuity and
Supplier Management
• Likely status: Designed
• There are five aspects of Service Design
• Service Catalog Management “creates” and maintains the
catalog
• Processes most involved in the design of the service are
Service Level, Availability, Capacity, Security, Continuity and
Supplier Management
• Likely status: Designed
Service Lifecycle
Concept
Design
Transition
Operational
Improvements
Retired
• Handled through Change Management
• Configuration Management keeps track of everything
• Deployed through Release & Deployment Management
• Will be tested during this phase by Service Validation &
Testing
• Evaluation will be done once the service is live
• Knowledge Management will ensure knowledge transfer
happens
• Likely status: Developed, built, tested, released
• Handled through Change Management
• Configuration Management keeps track of everything
• Deployed through Release & Deployment Management
• Will be tested during this phase by Service Validation &
Testing
• Evaluation will be done once the service is live
• Knowledge Management will ensure knowledge transfer
happens
• Likely status: Developed, built, tested, released
Service Lifecycle
Concept
Design
Transition
Operational
Improvements
Retired
• The service is live
• It is being supported by Event, Incident, Problem, Access
Management and by Request Fulfillment
• Functions involved are IT Operations, Technical Management,
Application Management and Service Desk
• Likely status: Operational, maintenance
• The service is live
• It is being supported by Event, Incident, Problem, Access
Management and by Request Fulfillment
• Functions involved are IT Operations, Technical Management,
Application Management and Service Desk
• Likely status: Operational, maintenance
Service Lifecycle
Concept
Design
Transition
Operational
Improvements
Retired
• Happens throughout the service lifecycle to improve each
phase and to improve how the service goes through each
phase
• Requires baselines, assessments and information from every
phase and process
• Likely status: Maintenance, “new version”
• Happens throughout the service lifecycle to improve each
phase and to improve how the service goes through each
phase
• Requires baselines, assessments and information from every
phase and process
• Likely status: Maintenance, “new version”
Service Lifecycle
Concept
Design
Transition
Operational
Improvements
Retired
• Version 1 of the service may still be live while version 2 of the
service is being deployed
• Once the service is retired, it is removed from the business
view of the catalog. However, it may still be part of the
technical view of the catalog
• Likely status: Retired
• Version 1 of the service may still be live while version 2 of the
service is being deployed
• Once the service is retired, it is removed from the business
view of the catalog. However, it may still be part of the
technical view of the catalog
• Likely status: Retired
Service Lifecycle
Concept
Design
Transition
Operational
Improvements
Retired
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy
Svc Design
Svc Transition
Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
Service Design
Considerations
Manage Service
Change Risk
Plan changes orinvestments to the Service Portfolio
Manage or Retire Services Efficiently and
Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
W
h
a
t
H
o
w
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy
Svc Design
Svc Transition
Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design
Considerations
Manage Service
Change Risk
Plan changes orinvestments to the Service Portfolio
Manage or Retire Services Efficiently and
Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
W
h
a
t
H
o
w
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy
Svc Design
Svc Transition
Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
Service Design
Considerations
Manage Service
Change Risk
Plan changes orinvestments to the Service Portfolio
Manage or Retire Services Efficiently and
Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
W
h
a
t
H
o
w
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy
Svc Design
Svc Transition
Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
IT Governance
Service Design
Considerations
Manage Service
Change Risk
Plan changes orinvestments to the Service Portfolio
Manage or Retire Services Efficiently and
Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
W
h
a
t
H
o
w
Implementing ITSM In Phases
Service Portfolio
Service Pipeline
Service Catalog
Svc Strategy
Svc Design
Svc Transition
Svc Operation & CSI
Strategy
Demand Mgt
Portfolio Mgt
Financial Management
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
Service Lvl Mgt
Service Cat Mgt
Availability Mgt
Capacity Mgt
Info Sec Mgt
Svc Cont Mgt
Supplier Mgt
SA & Config Mgt
Event Mgt
Incident Mgt
Problem Mgt
Access Mgt
Knowledge Mgt
Service Desk
Req Fulfl Mgt
Continuous Improvement
Service Design
Considerations
Manage Service
Change Risk
Plan changes orinvestments to the Service Portfolio
Manage or Retire Services Efficiently and
Effectively to the Customer
Service Lifecycle
Change Mgt
Rel & Dep Mgt
Eval Mgt
Val & Test Mgt
SA & Config Mgt
Trns Plan & Supt
Demand Mgt
W
h
a
t
H
o
w
CMDB – Logical Model Of IT Services
Starting Point For A Hierarchy Of Services
Physical:
Logical:
Logical:
Logical:
Distinction between
logical and physical
Configuration Items
Logical: Subsystems
and above
Physical:
Components and
below
Tiered representation by
vertically packaging
design classes:
Service
System
Subsystem
Component
Server 1
Server 2
Server 3
Platform (HW)
(Exchange)
Exchange
SW
Software
(Exchange)
SQL
DB
Databases
(Exchange)
Policy
Size Limit
Documents
(Exchange)
System
(Exchange)
System
(Lotus Notes)
Service
Service Catalog:
Depicting The Service Hierarchy
Business Service Catalog
Technical Service Catalog
Business
Process 1
Business
Process 2
Business
Process 3
Service A
Service B
Service C
Service D
Service E
Support
Service Categories Example
* Support and deliver IT services, technology and infrastructure to IT Customers that will allow them to effectively and efficiently provide services,
products and support to business units and external customers CORPORATE IT
Desktop Services
Provides IT customers with the desktop tools required to fulfill their
day to day responsibilities.
IT Professional Services
Provides IT customers with the technical and professional support services required to maintain their current and meet their future
business requirements
Application Based Services
Provides IT customers with the business and information management systems required
to enable their business processes.
Hosting Services
Provides IT customers with a secure, managed
environment to store business enabling applications and tools.
Shared Services
Provides IT customers with the required technical infrastructure to enable them to function in their day to day responsibilities.
Data Centre
Services Standard Devices
File / Print Storage Data LAN WAN IT Support IT Consulting IT Project & Portfolio Management Security Management IT Service Continuity System Architecture Web Hosting Services Internet Email Sales & Marketing
Mgmt Services Customer Support Services Product Research & Development Services Document Management Services Financial Management Services Organizational Development Services Customer Access Services Administration Services Mobile Devices Desktop Phone Services Business Information Warehouse & Reporting Services Instant Messaging Service Management Imaging Services Legal Services Applications Development IT Planning
Vendor & Service Provider Management Product Manufacturing Services Procurement IT Financial Management Employee Information Portal Teleconferencing Voice Mail Telephony IT Services IT Sub Services Mobile Messaging Desktop Management Fax Services
IT Training Event Technical Management
Service Attribute Categorization
What
Service Category
Standard Service Description
Non-standard service description
Service not offered
Functionality
Security
Storage management
Performance level
How
Service Level Options
Supporting Services
Utilization Management
Service Continuity
Priority Model
Service Modification
When
Service Hours
Service Availability
Non-Standard availability
Batch availability
Pre-authorized maintenance windows
Service response time
Why
Benefits
By Who
Service Owner
IT Contact
Customer service/support
Accessibility/rights
IT Infrastructure Support
To Who
Customers of service
Business Contact
Status & Reporting
Status
Historical performance/metrics
Glossary of terms
Where
Geography
How Much
Charging
Cost Model
Cost Drivers
Perspective, Perspective,
Perspective…
Service Catalog
Service Level
Manager
Business
Manager
End User
Service Desk
Analyst
Technical
Management
Partner /
Supplier
Service Catalog view is
role or profile based
Sample Contents Of A
Service Catalog
What are the technical requirements for using the service?
Technical Requirements
What are the restrictions and constraints for the service?
Restrictions/Constraints
What happens in the case of a disaster?
Disaster Recovery
How are back-ups and (monthly) maintenance arranged?
Data Integrity
How can I request training for the use of the application?
Training
How can I request access to this service or application?
Security
How can I request a change of the functionality of the service?
Development
When and from whom is support provided?
User Support
When is the service or application available?
Availability
What are the main functions of the service or application?
Functionality
Who are the main users of the service?
Main /Users
What do you get as a customer of this service?
Service Description
Question Answered
Difference Between Service &
Service Request Catalog
Business Manager
End-user
Access is
role or
profile
based
Service Requests provisioned through a unique
Catalog
SkyHigh Service Catalog
INSTRUCTIO NS
