case study: going from zero to 100 in itsm without a seat belt at michigan state university
TRANSCRIPT
World®’16
CaseStudy:GoingFromZeroto100inITSMWithoutaSeatBeltatMichiganStateUniversity
AhmedIssawi - ChiefITSMToolArchitect- MichiganStateUniversity
AMX19S
AGILEMANAGEMENT
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Abstract
InthiscasestudyhearaboutthestrugglesandsuccessesexperiencedatMichiganStateUniversity,goingfromnoITILfoundationtoimplementinganITServiceManagement(ITSM)programbasedonCAServiceManagement.Learnaboutyearsofstartingandstallingduetohavinglittleseniorleadershipsupport,butthengettingamajorboostfromanewITSM-believingCIO.LearnaboutchangingtheculturefromusingpenandpapertousingRequest,IncidentandProblemmanagement,whilebreakingbarriersofresistancewithsecondlevelSupportteamswhowantmoreofthesameandlessresponsibility.TakeawaysfromthissessionincludethatyouarenottheonlyteamstrugglingwithITSM,howtoovercomeseniorleadershipbarriersandhowtosellITSMandITILtoaskepticalstaff.
AhmedIssawiMichiganStateUniversityITServiceManagementSystemArchitect
ITILisatrademarkofAXELOSLTD.
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Agenda
THEGREENBINDER
THESEARCH
ONWARDANDFORWARD
PROCESS?WHATPROCESS?
THECOLDWINTER
ORGANIZATIONALCHANGES
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2
3
4
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6
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TheGreenBinder
§ Startedbyusingagreenbinder– Everycallwasconsideredaticket
§ Outlookformsrule!(notheydon’t)– Incidentsbecamelogsandweresentto2ndlevel
§ Pleasehelp!– Wehadtobeg2ndleveltotakealog
WelcometothePaperEra!
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TheGreenBinder
§ StartedlearningaboutITIL– Version2– Noteveryoneboughtit
§ ITILin,nothingout– ITILwashungouttodry– Noonefollowedprocess
ITIL?Whatisthat?
ITILisatrademarkofAXELOSLTD.
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TheSearchBegins
§ TheMagicPill– Technologywillsaveusall!– Crazyrequirements
§ RFP– Newsystemhadtocureallouraliments– Multiplevendorsrespond
RFPOpenedforRequestsystem
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TheSearchContinues
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ADecisionisMade
§ Pricewasadrivingfactor– NottheUltimatefactor– Pricehadtobejustified
§ Vendorofferedmorebangforthebuck– Receivedalotoftools– Notreadyforafullsuite
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Process?WhatProcess?
§ Systemrolledout– ITILwasignored– Nobuy-infrom2ndlevelsupport
§ Processes?– Usedoldprocessinthenewsystem– Squarepeginroundhole
OutWiththeOld,inWiththeOld
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TheColdWinter
§ Stuckonversion11.2– ITILstillignored– Patchesareignored,nooneownedthesystem– NoMetricsoutofsystem
§ EverythingisanIncident– Allticketsandcallsareincidents– Howdoyouknowwhat'sbroken?
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TheColdWinter
§ Herecomes12.1!– BOXIallowedforreports,butmetricswereoff– Nostandardizedreports(Reportsarethewildwest)– Nobaselinewasevertaken
§ RiseofShadowsystems– Noonefollowedprocess– Othersystemscandoitbetter
MoreoftheSame
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OrganizationalChanges
§ NewCIOè NewVision– Technical“Debt”– ITILpushedhard
§ ServiceManagementOfficeisborn– Processesstarttogetunified– Newprocedureshadteeth– ITSMSuitewasnowpushedasdepartmentstandard
NewRegime,NewRules
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OrganizationalChanges
§ ChangeManagement– Movedfrom3differentsystemstoCAITSMsolution– FirststepinusingConfigurationItems
§ RequestProcess– Requestprocesschanged(Noteverythingisanincident!)– AreasarechangedtoConfigurationItems– Pushedprocesstowholedepartment(HadtosellCI’S)– Startedchangingprocesstomatchthesystem,ratherthan
changingthesystemtomatchprocess
ForwardWeGo!
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TheUpgrade
§ NewVersionrolledout– AdvanceAvailabilityisgreat!– Allowedustorollnewprocessesout– Knowledgebaseisnowstandard– IncidenthasPriorityMatrixnow;UrgencyandImpactdefinePriority– Broughtstatusnumberdownfrom20to6– Changeauthenticationmethod– StartedusingCAMaileater– MobileApplicationisrolledout
CAServiceManagement12.6è 14.1
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TheUpgrade
§ Patch2installed– 2nd LevelSupportlovesthecustomqueries– AfewhiccupsbutCASupportwasgreat
§ Rollout– Traineddepartmentlikeitwasabrandnewsystem– Oldsystemissettoviewonlyandsettoretire– Resolvealltheseoldsystemtickets
CAServiceManagement14.1Patch2
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ThePresentandFuture
§ Present– FinishedrollingoutCAServiceCatalogandUnifiedSelfService– PresentedtorestofUniversity– Departmentsstartedliningupforaccess;notonlytosystem,but
processalso
§ Future– AssetManagement– ConfigurationManagementDataBase– CAServiceManagement14.1.3/Jaspersoft
MovingonUp!
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Questions?
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Thankyou.
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