Anatomy of an IT Service

University of Oklahoma Information TechnologyDana Saliba, OU-Tulsa &

Chris Jones, OU Health Sciences CenterWith Nicholas Key, OU Norman

Anatomy of an IT Service

Intro to Services

Camp Approach

Successful Services

Intro to Services

Identify and define “What is a service?”,

Understand and agree why services matter,

Be clear about our own specific services,

All leading to the development of a comprehensive Service Culture

The foundational goals of our service management approach is to…

What is a Service?

• Based on value added to the organization– Example…email

• In IT, usually a solution involving technology– It is not the actual piece

of technology

• Services different than Technology

Why Services MatterEverything we do is actually a service (or part of a service).• Test everything…where is the value

that you are providing to the university?

“Central” or mandated-IT are no longer the only option• Self-service cloud solutions

People use services, not technologies – not how we normally think of it• “Technology” can be intimidating• Example: VPN exists, but how do we

get it, use it, correct it, communicate about it, etc.

Our Services

These ideas formed our effort in March 2013 to roll out the initial five (5) services within OU’s new private cloud called “IT Shared Services.”

File storage (Isilon)

Block storage (Compellent)

Team collaboration (SharePoint)

Virtual server hosting

(VMWare)

Data Center Co-location

Service Culture

We had to “sell” the idea of service development – a.k.a. “product-ization” – to our technical teams that primarily focus on technology implementation:• Highlighted “customer

experience”• Professional development in

ITIL• Shifting focus from

technology to value (service)

Successful Services

Use of the Design-Transition-Operations lifecycle for structure,

Development of twelve (12) service factors, and

A concentrated emphasis on each factor.

After agreement on the necessity of a service-based approach, successful implementation comes from…

Design-Transition-Operations

In ITIL, a service has a lifecycle…

We used the D-T-O phases to identify critical features needed to make a service successful. Continual Improvement

How do we improve it?

OperationsHow do we run it?

TransitionHow do we put it into place?

DesignWhat should it look like?

Strategy What should we offer?

Key Factors Needed for a ServiceDESIGN

Business Service Catalog

Request Catalog

Business office process

Measures & Metrics

Technical Design

Service Level Mngt

TRANSITION

Training

Marketing

Technical Implementation

Knowledge Mngt

Support Mngt

Tools (ServiceNow)

OPERATIONS

Design

Transition

Operations

Service Design Needs

• What is service? Who is audience? How will it be consumed? How will it be differentiated? Will it be direct from S2 or local IT?

Business Service Catalog

• Establish request form & fulfillment workflow (tasks, assignments, SLAs, etc.)

Request Catalog

• Determine cost, price (if any), chargeback/showback model, asset mngt (if any)

Business Process

• Identify baseline & minimum measurements needed for tracking (if any)

Measures & Metrics

• Identify known or emerging technology considerations still needed

Technical Design

• Identify minimum service expectations and ensure inclusion in design

Service Level Management

Service Transition Needs

• Develop & deliver any needed training or documentation for (a) end users, (b) support teams, and (c) system admins & infrastructure managers

Training

• Develop & deliver any needed publicity and outreach

Marketing

• Identify the status of the technical deployment and any outstanding roadblocks or issues that may affect service timelines

Technical Implementation

Service Operation Needs

• Document end-user and operational knowledge required for successful implementation

Knowledge Management

• Identify new or changed support process workflows (incident management, request fulfillment, categories & notifications, etc.) needed for successful operations

Support Management

• Identify & implement changes to ServiceNow forms, fields, records, etc., including categories, fulfillment groups, business services, etc.

Tools (ServiceNow)

Service Process

Builds a Service through highly focused effort,

Using specific parameters of work know as a “camp,”

That resulted in both expected and unexpected outcomes.

After definition of the factors in a successful service, the service is implemented through a unique approach that…

Building a Service

• We developed (discovered?) an idea based on need:– Too complex, too many

perspectives, too short a timeline, too…

– Had to get everyone in the room at the same time

• Eventually came to be called “CXG Camp” (“camp” for short)

“Camp” - Time

• Key features of a camp:– Dedicated, focused time

(days, not hours)– Large, consecutive

blocks of time (9am-4pm, breaking for lunch)

– Scheduled relative to technology availability• Not too early or too late• Best…better…good

“Camp” - People

The single most critical success factor for service camp success is properly aligned people & relationships:

All key participants in the room

People with the answers (SME’s) engaged and on-boardTrust & collaboration with willing negotiation

“Camp” - Activities

• Activities & working teams operate in parallel, not sequentially– Multiple teams– Ad hoc interest groups– Dynamic size– Fluid, Persistent, Chaotic?

• Work is visible & tactile using wall-sized progress measures & sticky notes

Camp Outcomes

In most of our service camp attempts, we have:

Delivered (mostly) mature services on time,

Developed great buy-in and ownership across the teams,

Learned to accept some level of chaos in the process,

Matured process, team, and structure,

Learned much greater detail about our own environment* * Resulting in great service delivery (value!)

Questions & Discussion

Thank You for Your TimeDana SalibaDirector, IT University of Oklahoma(OU-Tulsa)

Dana-saliba@ouhsc.edu

Chris J Jones, MSEdDirector, IT Service DeskUniversity of Oklahoma (Health Sciences Center / IT Shared Services

Chris-Jones@ouhsc.edu@itcxvision