1. IT Service Management Update
September 2011

2. IT Service Management
Introduction
• Why are we doing this?
– We need a real IT operating model (customer satisfaction,
efficiency, effectiveness, fiscal responsibility)
– We had an ITIL compliant tool (HPSM) but did not implement
ITIL processes or best practices
– Already have good processes in some areas, but we are
ready to take it to the next level
– Ohio State University (OSU) Story
• Program Management Team – Lou Tiseo, Paul
DiBello, Rick Smith, Ricardo Chavira, Roseann Adams,
Rod Gustavson, Jeff Capuano, Adriene Radcliffe
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3. ITIL Service Lifecycle
3
Typical picture representing ITIL framework

4. ITIL Processes and functions
Service Strategy
Service Strategy
Service Design
Service Design
Demand
Demand
Management
Management
Service Catalog
Service Catalog
Knowledge
Knowledge
Management
Management
Incident Management
Incident Management
Service Measurement
Service Measurement
Financial
Financial
Management
Management
Service Level
Service Level
Management
Management
Change Management
Change Management
Problem
Problem
Management
Management
Service Reporting
Service Reporting
Strategy Generation
Strategy Generation
Capacity
Capacity
Management
Management
Event Management
Event Management
Service Improvement
Service Improvement
Service Portfolio
Service Portfolio
Management
Management
Availability
Availability
Management
Management
Service Continuity
Service Continuity
Management
Management
Asset and
Asset and
Configuration
Configuration
Management
Management
Release and
Release and
Deployment
Deployment
Management
Management
Transition Planning
Transition Planning
and Support
and Support
Information Security
Information Security
Management
Management
Service Validation
Service Validation
Testing
Testing
Supplier Management
Supplier Management
Service Transition Service Operations Continual Service
Service Transition Service Operations Continual Service
Improvement
Improvement
Service Evaluation
Service Evaluation
Request Fulfillment
Request Fulfillment
Access Management
Access Management
Operations
Operations
Management
Management
Service Desk function
Service Desk function
Application
Application
Management function
Management function
Technical
Technical
Management function
Management function
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5. ITIL Processes and functions – PHASE I
Service Strategy
Service Strategy
Service Design
Service Design
Demand
Management
Service Catalog
Service Catalog
Knowledge
Knowledge
Management
Management
Incident Management
Incident Management
Service Measurement
Financial
Management
Service Level
Management
Change Management
Change Management
Problem
Problem
Management
Management
Service Reporting
Strategy Generation
Capacity
Management
Event Management
Event Management
Service Improvement
Service Portfolio
Management
Availability
Management
Asset and
Asset and
Configuration
Configuration
Management
Management
Release and
Service Continuity
Management
Deployment
Management
Transition Planning
and Support
Access Management
Information Security
Management
Service Validation
Testing
Operations
Management
Supplier Management
Service Transition Service Operations Continual Service
Service Transition Service Operations Continual Service
Improvement
Improvement
Service Evaluation
Request Fulfillment
Request Fulfillment
Service Desk function
Service Desk function
Application
Management function
Technical
Management function
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6. IT Service Management
Process Owners will begin to form ITSM
governance
• Incident, Problem, Change, Request, Asset/Discovery,
Configuration, Knowledge, Service Catalog, and
Metrics across all processes
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7. IT Service Management
Challenges
 Moving FAST ! Measured in weeks
 Many things happening in parallel
 process owners,
 tool strategy/recommendations,
 building a roadmap
 Transparency
 Organizational Readiness
 New Concepts
 Managing through Metrics
 Process Owners
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8. Timeline
Phase I
• ITIL Foundation Training for 100 ITS employees
during October
• Configuration and stand up of processes outlined for
our first round
• Phased deployment to all of ITS
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9. ITS Service Management
Product Selection: Service-Now
Implementation Partner: Fruition
• Lessons Learned from current service management
implementation
• Gartner Evaluation
– Leading Service Management Solutions
– Commodity in market place
– Low cost solution – TCO
• Differentiators List
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• We are currently in contract negotiations

10. ITS Service Management
What this means for you
• ITS Processes will span entire organization
– Example – Incident Management
• Our Incident Manager and will be monitoring the process
from end-to-end and with help from the project team
provide coaching to managers in the units who participate
in this process
• Same Process – Same Tool
– Every one of us will use these processes and tools and in
some way
• Metrics with Universal Meaning
– When we use the process the same way across ITS, the
metrics have meaning. Data > Information > Manage
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11. ITS Service Management
This is the way we will do our work
•
•
•
•
We are going to change our work practices
Use correct process for its purpose
The SLA’s match the use of the process
Will touch everyone in ITS
• Let’s talk about what this means to you,
your team and the mission for your group…
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12. ITS Service Management
Next Steps
• IT Service Management Process Owners
• Engage ITIL Partner
• Begin our implementation roadmap using a broader
group of standard processes
• ITIL training
• Coordinate Efforts
– ITS web site redesign
– START replacement
– IT Service Catalog
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13. Thank you. Questions?