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ITIL® is a Registered Trade Mark of the Cabinet Office.

Service OwnerWorkshop

ITIL© is a Registered Trade Mark of the Cabinet Office.

May 20, 2014

Presented by:

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ITIL© is a Registered Trade Mark of the Cabinet Office.

© Third Sky, Inc. 2013 – Service Owner Session

Agenda

Introductions

Process Improvement

Service Owners and Service Delivery Manager

Troubleshooting Guide

Homework

Agenda Slide 2

© Third Sky, Inc. 2013 – Service Owner Session

Some ways Service Owners support HUIT Values include …

Values Service Owner responsibilitiesUser-focus • Ensure services are providing value for users

• Look for ways to evolve the service based on user needs• Deliver a positive customer service experience with

empathyCollaboration • With users and other stakeholders

• With virtual teams• With process owners

Innovative Drive the strategy for the service based on• Understanding the technology landscape• Proactively seek better solutions• Feedback from users

Open • Promote the service offerings• Communicate at all levels, i.e. from strategy to

operations• Reporting service level achievements

Chapter Name Slide 3

IntroductionsNameWhat Service(s) do you own?

Introductions Slide 4© Third Sky, Inc. 2013 – Service Owner Session

We’ve made GREAT progress with Snow

Thank you!

Next: Focus on consistent and best practiceshttp://huit.harvard.edu/incident-management-best-practices❖ Managers and teams can help by:

• Reviewing their group’s tickets and reports• Communicating feedback to Queue Managers• Sending opportunities for improvement to ITSM for After Action Reviews

Consistent Practice with ServiceNow

© Third Sky, Inc. 2013 – Service Owner Session

Service Owners andService Delivery Managers

Service Owner

• Aligned with the top-level in the Services tree

• Focuses on Service Strategy, Design and Continual Improvement, i.e. big picture

• Accountable for coordination across the second-level Services in the Service tree

Service Delivery Manager

• Aligned with the second-level in the Services tree

• Focuses on Service Transition, Operations and Continual Improvement, e.g. detailed oriented

• Responsible for the delivery of the Service defined at the second-level

BSO vs SDMs Slide 6

© Third Sky, Inc. 2013 – Service Owner Session

Relationship between Roles

BSO vs SDMs Slide 7

ServiceOwner

ServiceDeliveryManager

Strategy Design Transition Operations

Level of

Focu

s

Service Owners for all types of Service

Chapter Name Slide 8© Third Sky, Inc. 2013 – Service Owner Session

ServiceOwners

Service DeliveryManagers

User

ServiceOwners

Service Delivery Managers

ServiceOwners

Service Delivery Managers

Email

StorageServer Hosting

Technical ServicesBusiness services

© Third Sky, Inc. 2013 – Service Owner Session

Exercise

Activity Service Owner Responsibility Service Delivery Manager Responsibility

Establishing service level targets

Accountable Consulted

Approver in Change Process Responsible for High Risk Changes

Responsible

Looking for trends and patterns in Incident Management

Responsible Responsible

Communication to customers during a Major Incident

Important to decide who is the communicator

Important to decide who is the communicator

Requirements gathering High-level requirements Detailed requirements / enhancements

Vendor management Accountable Responsible

Continual improvement Customer feedback User feedback

BSO vs SDMs Slide 9

Describe the nature of the responsibility for each role.

Service Artifacts

10

EngineersSys Admins

ServiceOwners

Service DeliveryManagers

IT Leadership

Help Center Reps

User

Service Catalog

Service Handbook

Run Book

SOPs

Trouble-shooting Guides

ServiceDefinition

Ope

rationalTactical

Strategic

© Third Sky, Inc. 2013 – Service Owner Session

KPIs vs Metrics

Metrics• Service metrics• Process metrics• Technology metrics

KPIs• Most important

metrics for measuring outcomes

Chapter Name Slide 11

© Third Sky, Inc. 2013 – Service Owner Session

Core Service Troubleshooting Guide

One per service. Starts as a Word document but turned into a Knowledge Article. Audience is the Service Desk.

Describes Major Outage communication process.

Provides key areas that the first line should troubleshoot

• Keep it to less than 10• Can reference other articles

Assignment to second or third line

• What information needs to be captured before escalation• Who to escalate to?

Service Handbook Slide 12

© Third Sky, Inc. 2013 – Service Owner Session

Next Steps

Let’s review template together.

Homework: complete guide by April 30, 2014

Next meeting: late May / early June.

Service Handbook Slide 13

© Third Sky, Inc. 2013 – Service Owner Session

Appendix

Chapter Name Slide 14

© Third Sky, Inc. 2013 – Service Owner Session

RACI Matrix Example (Generic Infrastructure)

Service Owner ITSM ICAPS Windows Unix DBA Network Storage Operations

Strategic direction A C C C C C C C CChange Mangement A R R R R R R R R

Incident mgmt A R R R R R R R R

Major Incident A R R R R R R R R

Problem mgmt A R R R R R R R RStrategic Communication A R R C C C R/C C CMI communications A R R C C C R/C C CChg M communications A R R C C C R/C C C

Chapter Name Slide 15

R = responsible – doers / executionA = accountable – only one person can be accountableC = consulted – two-way communicationI = informed – one-way communication