It service Management Using Process to Optimize Technology Resources and Delight Customers Panel Introductions

IT Service Management

• Using Process to Optimize Technology Resources and Delight Customers

Panel Introductions

• Tracy Schroeder
• VP, IS&T, Boston University since 2009
• CIO/VP IT, University of San Francisco, 2002 – 2009
• ITIL Foundation certification, V2 and V3

• Oren Sreenby
• Sr. Director, Emerging Technologies and Communications, University of Chicago
• University of Washington 1994-2010

• Brett Coryell
• Deputy CIO, Emory University since August 2007
• Deputy CIO, Purdue University, 2004-2007

• IT Service Management

• IT Service Management

• Institution’s Experiences
• Emory University
• Boston University
• University of Chicago
• Common Themes
• Discussion

• Agenda

Visual History of IT

• Innovation

• 2000
• 5 orgs to 1
• Fiber rings
• PS SA, HR

• 20xx

• Ops Excellence

• Foundation Projects

• Consolidation

• 2005
• Single CIO
• Exchange
• Wireless
• Avaya (SVP)

• 2007-08
• University IT
• Project Mgt
• IT Operations
• Major reorg

• 2009-11
• Budget cuts
• ITIL Training
• Service-now
• Refine reorg

• Change, Incident, Catalog, Config

Objective (our vision)

• Help Emory create the future.
• Push the line down.

• Running
• Today

• Building
• Tomorrow

• Budget

(Quick win, 3 yrs later)

Our ITIL Journey

• Round 1
• Training + Change + Problem

• Round 2
• Training + Reorg + Incident, Catalog, SLM

• Round 3
• Training + RIFs + SN +
• Incident 2, KM, Config

• Round 4
• Limited Training + Hires +
• PPM, KM 2, Config 2, Problem 2, Change 4, Service Availability, SLA 2?, Catalog 2?, Request?

Service Desk

• The Plan
• Bring it under control
• Keep it under control
• Add more metrics

Results of ITSM

• 44 of 100 services had no unplanned downtime at all
• 60 of 100 services achieved 99.99% availability or higher
• 75 of 100 services achieved 99.90% availability or higher
• Plus formation of enterprise Architecture Review Team

Results of ITSM

• Mean Time to Resolve Incidents

• FY11 so far: MTTR=53 hrs including pending; std dev = 29 hrs.

ITSM Goals

• Build credibility through operational excellence.
• Improved client experience through focus on the client perspective.
• Efficiency, with a goal of ability to redirect additional resources to projects
• Job satisfaction for IT staff

• IT Service Management

Where we started

• IT Service Management

THANK YOU