John Ca ohn Carter ter Cit City y of of Ot Ottaw tawa
My Organization – Cit ity of Ottawa 15,000 Clients Over 100 lines of business 400 different locations 300 full-time ITS staff
My Position Information Technology Services Operational support My team of ITSM tool
Our Service Management Tool ➢ Marval Service Management ➢ City of Ottawa has been a client for over 10 years ➢ Fits the need for ITS and for Non-IT clients ➢ We are making rapid improvements with our Marval toolset
Ten Tips
Don’t Give Up On Your CMDB
Don’t Give Up On Your CMDB ➢ Many organizations find CMDB population challenging ➢ We support increasingly complex systems ➢ Agile development and rapidly changing technology presents challenges
Don’t Give Up On Your CMDB ➢ Utilize CSI principles when improving Configuration Management ➢ Incremental improvement ➢ Separate technical assets into separate CI types ➢ Start with infrastructure layer
Don’t Give Up On Your CMDB ➢ Link Configuration Management to Request Fulfillment, Incident Management, Change Management ➢ Make CI attachment to requests mandatory DB Servers Applications Metadata Relationships Network Metadata PC/Laptops Devices Relationships Telecom Devices ➢ Technology changes too quickly to wait for a separate Configuration Management update process or CI audit to catch the data change
Re Re-think the Scope of Configuration Management
Re Re-think the Scope of Configuration Management ➢ We traditionally think of CIs as technical assets ➢ Think of them as entities / artifacts that have relationships to one another ➢ Relationship could be a technical dependency, or a business dependency ➢ How do I know if an asset could / should be managed in the CMDB? ➢ Think about what it means if it were to be removed
Re Re-think the Scope of Configuration Management FINANCE ITS CORPORATE SECURITY
Make Your Consumable Serv rvices Sexy
Make Your Consumable Services Sexy ➢ Going into their IT Service consumption experience, non- IT clients don’t even like “work place” technology ➢ Match the experience with their personal lives Purchasing IT Goods Searching for content Self-Serve Problem Solving
Make Your Consumable Services Sexy
Create an Easy to Follow Change Management Process
Create an Easy to Follow Change Management Process ➢ Change Management processes are typically so rigid and laborious that IT staff are hesitant to comply ➢ Find an appropriate level of rigour ➢ Service Management tools typically don’t make the RFC logging process intuitive and user friendly ➢ Investigate ways to make the tool user friendly ➢ Change initiators are your users, treat them the way you would other clients
Create an Easy to Follow Change Management Process Simple process with 3 key elements:
Create an Easy to Follow Change Management Process
Don’t Let the Tool Dictate the Brand of Your Serv rvice
Don’t Let the Tool Dictate the Brand of Your Service ➢ Make sure your solution has your identity, your philosophy ➢ Create a Brand ➢ Clients should feel the service is coming from YOU, not the tool ➢ Client notifications and surveys ➢ Self-Service Portal or Service Catalogue ➢ Helps partnership with other IT teams ➢ Remove ego, remove biases ➢ Integrate to leverage what’s available to provide the best service
Don’t Let the Tool Dictate the Brand of Your Service ➢ Our original branding on Self Service Portal (2013) ➢ Walk in Service Centre shared the branding ➢ URL to get to our online “IT Service Centre” was simply http://its ➢ Moved to “City Tech” brand (2017) ➢ All of ITS is now branded as “City Tech” ➢ Online self service presence now known as “City Tech Portal”
Don’t Let the Tool Dictate the Brand of Your Service
Don’t Be Afraid to Be Creative
Don’t Be Afraid to Be Creative ➢ No excuses any more with open source concepts and integration focus ➢ Enhancing the tool is a must ➢ You must grow with your Service Management tool ➢ Activate unused functionality ➢ Don’t be afraid to push the vendor
Don’t Be Afraid to Be Creative
Don’t Be Afraid to Be Creative Get support from vendor because we’re using their framework Increase your buy in internally because you are solving business challenges
Don’t Be Afraid to Be Creative Plugin Framework Operational work Project work
Reporting, g, Reporting and More Reporting
Reporting, g, Reporting and More Reporting ➢ Reporting will be your top value realized ➢ Ensure the tool is broad & diverse to get the reports you need ➢ Flexible enough to have dashboards ➢ Abstracts away technical nuances on backend ➢ Focus should be ease to get at data and making reporting easy ➢ Same people who develop the data model should produce reports ➢ Don’t let reporting be an afterthought ➢ Don’t wait until people ask for reports ➢ Make reporting part of initial business requirement intake ➢ Have relevant metadata fields and classification
Reporting, g, Reporting and More Reporting “What are all of the servers at Data Centre X?” “What are all of the PCI servers at Data Centre X?” “What are all of the applications that are related to the PCI servers at Data Centre X?”
Build a Trust Model
Build a Trust Model Talking to ITSM people is like going to the dentist...it’s a necessity but no one wants to do it… But you still have the opportunity to have happy clients…
Build A Trust Model ➢ Build relationship with those you build processes & solutions for ➢ Build trust ➢ When approached with ideas ➢ Listen to the audience ➢ Look for opportunities to address challenges and business problems ➢ Do some market research
Build A Trust Model Common Common Language Language
Get Serious About Tier Zero Support
Get Serious About Tie ier Zero Support ➢ Tier 0 support level offers automated or self-service solutions where users can help themselves ➢ There are various levels of maturity in a Tier 0 implementation ➢ Self-service presence ➢ Add classification / routing to self-service ➢ Self-help articles on self-service platform ➢ Self-help videos (hosted or linked) ➢ Text chat (with some form of AI) ➢ Virtual Support Agent
Get Serious About Tie ier Zero Support
Get Serious About Tie ier Zero Support
Go Enterprise Wide with Serv rvice Management
Go Enterprise Wid ide Wit ith Service Management NITS = Non-IT Clients
Go Enterprise Wid ide Wit ith Service Management
Go Enterprise Wid ide Wit ith Service Management
Go Enterprise Wid ide Wit ith Service Management
Go Enterprise Wid ide Wit ith Service Management
Go Enterprise Wid ide Wit ith Service Management 2015 Percentage of Total Requests 2016 Percentage of Total Requests 2017 Percentage of Total Requests 2018 Percentage of Total Requests* *based on 2018 trend analysis
Go Enterprise Wid ide Wit ith Service Management
Go Enterprise Wid ide Wit ith Service Management ➢ Why the Marval ITSM tool has worked for them: ➢ Request Type Segregation ➢ Flexible Licensing model ➢ Classification ➢ Request attributes / Metadata ➢ Reporting
Go Enterprise Wid ide Wit ith Service Management ➢ Service Management as an integrated solution ➢ HR / Payroll / ITS SAP integration ➢ ITS and Supply integration ➢ Renewable Contracts as CIs
Go Enterprise Wid ide Wit ith Service Management ➢ ITSM as an Enterprise Solution ➢ Unification of business processes ➢ Centralization management of solution ➢ Broaden how you view your ITSM program ➢ Inherently promote your ITSM program ➢ Leveraging a tool in your tool shed ➢ You already have the expertise
Conclusion – Recap of 10 Tip ips 1) Don’t Give Up On Your CMDB 2) Re-think the Scope of Configuration Management 3) Make Your Consumable Services Sexy 4) Create an Easy to Follow Change Management Process 5) Don’t Let the Tool Dictate the Brand of Your Service 6) Don’t Be Afraid to Be Creative 7) Reporting, Reporting and More Reporting 8) Build a Trust Model 9) Get Serious About Tier Zero Support 10)Go Enterprise Wide with Service Management
Conclusion Unleash the Beast!
Recommend
More recommend
