IT Service Management Overview
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IT Service Management Overview Leo de Sousa April 25, 2011 Leo de Sousa - 2011
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Using ITSM, Team based approaches and technology planning and IT governance to deliver organizational value
Transcript of IT Service Management Overview
Leo de Sousa - 2011
IT Service Management Overview
Leo de SousaApril 25, 2011
Leo de Sousa - 2011
VP’s Challenges to IT Services• Increase the credibility of IT Services
• Improve the quality of customer service
• Establish an innovation mandate
• Establish a new culture
• Become a process based organization
Leo de Sousa - 2011
Strategies for Addressing the VP’s Challenges
• Consolidation IT Services and Support• One Channel to Request Services• Building a Team Based Support Model• Tackling Project Backlogs• Technology Planning and IT Governance
Leo de Sousa - 2011
Splintered Services (pre 2007)
Director
Associate DirectorInformation Services
And Strategy
ManagerEnterprise Application
Services
Associate Director Web Services
ManagerClient and Desktop
Services
ManagerAcademic Computing
Services
ManagerTechnical
InfrastructureServices
AdministrativeServices
Application Development
Application Development
ServerManagement
ServerManagement
ServerManagement
Application Development
DesktopManagement
DesktopManagement
Leo de Sousa - 2011
Consolidated Services – Jan 2007
Director
Web Services, Innovation &
Research
Web ServicesInnovationResearch
Client Services
Service DeskCore Desktop
Specialty Services
Information, Infrastructure &
Strategic Practices
Business Application
Services
Technical & Infrastructure
Services
Strategic PracticesBA, BC/DR, EA,PM, Security
IT ServicesTransitional
Management
AdministrativeServices
DesktopManagement
Application Development
ServerManagement
Leo de Sousa - 2011
One Channel to Request Services
BA/SA Triage – work gets directed to these options
IT Services – architecture
refresh
ITS Liaisons –
department requests
Service Desk - service requests
• Executive Committee • Strategic, transformative with Broad impact• Requires a needs Business Case
IT Governance Team
• Pan Institute Mgmt group• Rank small & medium projects based on published criteria
• Requires a Project Charter document
Business Application Advisory Committee
• IT Services Management Team• Deliver Core IT Services •Resourced by 85% existing staff
IT Services Core Delivery
•Opportunity and tight timeline based• Client Funded• Little or no IT Services resources
Recommend Alternate Delivery
• Not Aligned to Strategy• Not meeting EA Guiding Principles• No budget or staffing
No – this will not be done
Leo de Sousa - 2011
Building a Team Based Support Model
• Banner Support (pre 2009)– Developers located in HR, Finance and Registrar’s
Office, Fin Aid as well as central IT Services– Silo’d support, no coverage, succession planning
risks, inconsistent standards• Banner Support (post 2009)– All developers consolidated into IT Services – Introduced team based approach – all devs, work on
all modules – consistent coverage, methodology, succession plan and unified support
Leo de Sousa - 2011
Tackling Project Backlogs – Duty Analyst
• Pre 2008– Large list of project backlogs– Client community unhappy with IT’s ability to complete projects (over
budget, over time, under scope)• Post 2008
– Introduced IT Governance for projects – focus work on what is important
– Introduced Duty Analyst role to separate operational work from project work
– 1.5 FTE devs out of 6 FTE look after operations allowing 4.5 FTE to work on projects – projects now get done and clients are happy
– Rotation into duty analyst role every 6 months– Builds cross training, team based support and broader skills to
support all of Banner
Leo de Sousa - 2011
Answers to VP’s Challenges to IT Services• Increase the credibility of IT Services – separate ops from projects –
duty analyst
• Improve the quality of customer service – one channel for all IT requests
• Establish an innovation mandate – project focus and IT governance
• Establish a new culture – client service focus using consolidated resources
• Become a process based organization – standard approach to service management, operational support and project delivery
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