Radcliffe rapid maturity through csi just yale slides
1. Rapid Maturity and Continual
Service Improvement
Adriene Radcliffe
Director, Service Management
Yale University
Gerry Geddes
Executive Consultant
Fruition Partners
2. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Rapid Maturity with Service Now
The Transformation of Yale University . . .
ITSM Process Owners
Process Managers
Governance ServiceNow
Quarterly Business Review CSI
3. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Yale Timeline
Vision Plan Process Tool Govern
May 2011
“To be recognized globally as the leading
technology organization across universities,
through rock-solid services, innovation, technology
leadership and community satisfaction “
Len Peters, Associate Vice President and CIO
4. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
From Good to Great – by Jim Collins
Start with the right people
Superb leadership
Confront brutal facts
Culture of discipline
Technology as an accelerator
• http://jimmyzimmerman.com/blog/wp-content/uploads/flywheel.swf
5. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Our fly wheel was 300 years old
And covered in Ivy…
6. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
We had typical challenges
• IT Groups Worked In Silos
• Divergent terminology, processes and practices
• We had few SLA’s
• Measuring and reporting were inconsistent
• ITIL and ITSM were just four letter words
7. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Yale Timeline
Vision Plan Process Tool Govern
July 2011 Sept 2011
Sponsor
Process Owners
Partner
8. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Key Points in the Yale Plan
• Educate ourselves with ITIL Foundations and begin to use the language
across the organization
• Name process owners who work across the organization and harmonize
processes such as Incident, Problem, Change, Request, Knowledge
Management
• Recognize that we have to stabilize our environment, create a system
of measurement and use key metrics to guide us where to improve
• Leverage a partner to guide us on this journey
9. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Yale Timeline
Vision Plan Process Tool Govern
Sept 2011 Dec 2011
Fruition Partner
Workshops
Roadmap
Pockets of Excellence
Process Improvement
10. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Pockets of Excellence
• Change Advisory Board (CAB)
• Consolidated Help Desk
• Standard Operating Procedures
• Event Management
11. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Areas we focused our efforts
• Service Operations Center
• Creating a Problem Process
• Standardizing a Request Framework
• Process Metrics and KPI’s
• Service Metrics with Quarterly Business
Review
12. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Yale Timeline
Vision Plan Process Tool Govern
Jan 2011 April 2012
Our fly wheel begins to spin!
13. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Release 1 Release 2
Unstable Process Stable & Predictable Predictable & Capability
-3 SD
UCL
LCL
+3 SD
Baseline Maturity Time
Objectives: Baseline – Stabilize - Improve
• Baseline process variation
• Stabilize processes If your service performance is between
• Stabilize measures UCL – Upper Control Limit
• Stabilize reporting LCL – Lower Control Limit
Your process is
• Continuous Process Improvement stable, predictable and capable
14. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Yale Timeline
Vision Plan Process Tool Govern
April 2012
• Service Management Organization
• CSI as a Service
• Process Owners/Managers & Practitioners
• Service Owners & Quarterly Business Review
15. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
To Reach CSI’s Target State it Needs…
• To Be Established As a Repeatable Cycle
• Achievable Improvements That Make a Difference
• End to End Business Service Focused
• A Data Model to Underpin Decision Support
Dashboards
• World Class Process
16. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Key Service Measurement Objectives
Stable
• Reporting
Accurate • Analysis
• Action
• Continuous Improvement
Precise
17. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
CMDB Roadmap
IT Asset Management - Service Asset & Config Service Asset & Config
Platforms/Devices Management - Management -
• Component-centric physical Solutions/Systems Services View
view of ITS assets
• Logical view of asset
• Logical, integrated view of
collections
•Discovered assets and configurations services
•Allows for ad hoc analysis of assets
•Introduces ownership and auditing to
•Limited focus on asset change •Exposes hidden or complex service
ensure systems/solutions are accurate
control (auto-discovered updates) inter-dependencies
and properly controlled
•Excellent tool for system operators •Enhance organization’s ability to
•Changes tracked and tied to service
and support staff describe changes to change impacts in
requests or, more often, changes
terms of business impacts
•Ability to asset changes to solutions
that depend on one or more systems = •Allows for business-centric view of IT
enhanced impact/risk analysis for operations, and the relationship to
customer-facing changes services delivered by the business
18. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Yale University Now…
• Over 300 of 425 IT staff have ITIL Foundations Certification
• ITS Service Management - process governance and advocacy
• ServiceNow Incident, Request, Problem, Change, Knowledge
• Multi-function Service Operations Center - provides increased
capability to handle Major Incidents, Events and Problems
• Stabilizing our processes and services
• Several CSI projects are underway
19. LEAVE HEADER & FOOTER BLANK: SLIDE TREATMENT TO BE ADDED LATER BY SERVICENOW MARKETING
Thank You
Director, Service
Management
Adriene Radcliffe
Yale University
adriene.radcliffe@yale.edu
Twitter: @a_radcliffe
Hinweis der Redaktion
We established ITIL and ITSM as discipline. Process Owners and Process Managers harmonized disparate processes and participate in formal ITSM governance. Service Now has been established as our ITSM platform. A quarterly business review system of dashboards and service measurement allows us to report to the University Officers. We practice and subscribe to CSI… And we’re only one year into our plan!
In the Spring of 2011, Yale welcomed a new CIO, Len Peters. His vision for Information Technology Services was clear. He had implemented ITSM as a discipline in his prior organizations and the results were always happy customers.
The key concept is to have the right people on board, have great leadership, have a vision and work with a sense of single purpose. When everyone works towards the same vision or purpose, and you will begin to “move the fly wheel”
And it was covered in IVY… 300 years worth of it. Client satisfaction was declining, our environment was increasing in complexity, we needed a change in our Service Management philosophy and practice and FAST
Raise your hand if any of these sound familiar
We selected a sponsor and leaders throughout the organization to begin a planning process. We created a set of recommendations for Yale which included the selection of a partner who would help us navigate the journey
Speak the same language – harmonize processes in workshops – know what you are measuring – partner as a compass
A series of workshops with Fruition produced a Process Maturity Roadmap. We focused on our pockets of excellence and began process improvement efforts outside of the tool configuration
Our fly wheel begins to spin! We configured an MVP release (Minimum Valuable Product) and began change sets to rapidly release updates and functionality.
Consistent metric design and governanceConsistent data collection, monitoring and analysis of critical service and process metricsIdentification of essential operational metrics, KPI’s and tolerance levels for Phase I processes and servicesAutomated report generation and electronic alert for critical metrics exceeding tolerances for Phase I processes and services
We have momentum. Yale went live with Service-Now on April 25, 2012 using the accelerator instance and CSI as a Service (CSIaaS) with Fruition Partners.
Fruition is a cloud solution provider that offers technology-enabled professional services supported by a team of 100 cloud experts. Since the company was founded in 2003, Fruition has helped more than 150 enterprises implement, build and manage mission critical cloud solutions using ServiceNow.
Baseline performance and variationConsistent metric design and governanceConsistent data collection, monitoring and analysis of critical service and process metricsIdentification of essential operational metrics, KPI’s and tolerance levels for Phase I processes and servicesAutomated report generation and electronic alert for critical metrics exceeding tolerances for Phase I processes and services
Yale has a CMDB roadmap we’re going to implement. Start small but manageable. Asset Management (ITAM) and Solutions and Services views (SACM). This allows us to tie our true costs back from a solutions point of view as well as a services POV
Multi-function Service Operations Center - Data Center Operation, Help Desk, Network Operations, and Information Security provides increased capability to handle Major Incidents, Events and Problems