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



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IT SERVICE

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


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