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Enterprise Technology Service Center Implementation Project - Draft
Enterprise Technology Service Center
(ETSC Committee)
Project Charter
Thursday August 7th
, 2014
Enterprise Technology Service Center Implementation Project -Draft Page 2
Document Control
General Information Project Name Requester Name Department
Library Service Desk (ETS Foundation) Denise Stephens Enterprise Technology Services
Document Preparation Information Author Date Phone Number
Manuel A Cintron 7/2/2014 805-893-3572
Distribution and Approvals
Name Title and Organization Approval Date
Alan Grosenheider Associate University Librarian/Library
Kristen LaBonte Associate Librarian/Library
Doug Drury Director Business Relationship
Management/ETS
Ann Dundon Project Manager/ETS
Matt Erickson Communication & Business Analyst/ETS
Reilly Pollard Customer Relations Manager/Comm
Services
Sunny Reiner Computer & Network
Technologist/Housing
Enterprise Technology Service Center Implementation Project -Draft Page 3
Change History
Date Change Description Requested by
8/7/2014 Changed the following areas:
Rebranding of team and committee
Change names for all three tiers of TSS Support
Change Ticket Management Workflow
o Escalations to ART
o Service designations for ART and RFS
o What to do with SLAs of incidents associated to a problem ticket
o What to do with services outside of the ServiceNow
Added Service Catalog of retail services, including Products and Service Offerings
Adjusted project timeline
ETSC Committee
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Table of Contents
1 Background .................................................................................................................. 5
2 Service Objectives ......................................................................................................... 5
3 Scope ............................................................................................................................. 6
3.1 Included ............................................................................................................................. 6
3.2 Excluded ............................................................................................................................ 8
4 Deliverables .................................................................................................................. 9
5 Major Milestones (Tasks) .......................................................................................... 43
Resource Assessment ....................................................................................................... 44
5.1 Prep Work ....................................................................................................................... 44
5.2 Ongoing Service .............................................................................................................. 45
6 Service Fulfillment Recommendations ..................................................................... 46
7 Appendix A – Service Portfolio and Service Catalog ............................................... 47
Enterprise Technology Service Center Implementation Project -Draft Page 5
1 Background
University of California Santa Barbara Library staff and students are supported by
technical service units that are not conducive to effective use of physical resources,
standardized operating procedures, and service delivery frameworks, i.e. Information
Technology Infrastructure Library (ITIL) that have been proven to be effective in
increasing customer satisfaction while managing cost. Characteristics such as a mixture
of channels for service engagement, technical knowledge boundaries, and no common
service catalog creates confusion and delays in service delivery.
The determination to implement a Federated technology service organization is providing
the underlying foundation for the development of an Enterprise Service Desk capable of
supporting a combination of centralized and decentralized models, while increasing
service efficiencies and managing cost.
2 Service Objectives
The University of California Santa Barbara Enterprise/Library Service Desk will consist
of a Single Point of Contact (SPoC) providing standardized channels of service
engagement (phone support and service catalog), as both a central and
central/decentralized support unit. It will be manned by personnel with a wide range of
technical knowledge using predefined procedures for the management and delivery of
solutions in the areas of Incident, Request, Problem, and Event Management. Following
are some of the most significant characteristics of the Enterprise Service Desk:
Single Point of Contact (SPOC) for technical services.
Two channels of service engagement: Phone Support and Service Catalog.
Organizational structure comprised of
o Three (3) levels of support:
Level 1 – Call Center
Level 1.5 – Escalation and Remote Support
Level 2 – Remote Support and Field Service
Fully configured Service Management tracking tool
Fully developed Service Catalog with Service Level Agreements (SLA) and
Operating Level Agreements (OLA).
Service engagement and delivery procedures for Incident, Request, Problem,
Access Management, and Event Management.
Metrics and analyses program.
Service Mentoring program.
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3 Scope
3.1 Included
Requirement Agreed Solution
ITIL based Enterprise
Service Desk model with
procedures for Incident,
Request, and Problem
Management
Single Point of Contact with a multi tier organization
providing support in a wide range of technical
specialties. Three tiers of support are under
consideration: Tier 1 – Immediate Response Team
(IRT), Tier 1.5 Ancillary Response Team, and Tier 2
Remote and Field Support (RFS).
Enterprise Service Portfolio
and Catalog
For Service Desk version 1.0, only retail service
catalog will be created. For escalation purposes, a
Problem and wholesales catalog will be created for the
NOC.
Design and implement a
suite of channels for service
engagement
Only phone and Service Catalog will be available.
Enterprise ETS portal A landing page will be made available to end users
with the following attributes:
Knowledge Management *
Self Service Catalog
Project Services *
Event Notification
WEB chatting *
Social Media *
Metrics *
Branding
ETS main portal
* Will not be available on Service Desk v1.0
Customer Satisfaction
Program
Survey program that will allow the measurement of
service effectiveness based on multiple variables.
Metrics and Reports Develop a service catalog structure that will
accommodate measurement of services at different
levels and using multiple views to represent the data.
Formal Provisioning and De-
provisioning workflows
Preliminary workflows designed and to be discussed on
our next LSDC meeting.
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Identify and staff new model The intent is to staff a model consisting of 3 tiers. Tier
2 will be fully staffed with the replacement hiring.
Commitment for 2 Tier 1 employees has been granted.
Tier 1.5 is still under discussion.
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3.2 Excluded
Version 1.0 of the Service Desk will not include a retail service portfolio or
catalog for Telecom. This will require the Telecom organization to transition to
ServiceNow and conduct a Service Assessment exercise.
The following channels of service engagement will not be part of version 1.0 of
the Service Desk:
o Web chatting
o Social media
o Email
o IVR
No Release or Change Management will be part of v1.0 of Service Desk.
On Service Desk V1.0, the Self-Service Portal is not dependent on the presence of
an ETS portal.
Warm transfers to Ancillary Response Team will be implemented in stage 2 of
this initiative.
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4 Deliverables
Deliverable Responsible Due Date Approver
Rebranding of Organization Manny Cintron 7/30/2014 IT Leadership
Enterprise Technology Service Center
The rebranding of the organization will serve the purpose of:
Customer Service orientation - Service + Center
Promotes a technology Single Point of Contact for the campus Enterprise + Technology + Center
Eliminates the Service Desk stigma
Blends both T1 and T2 into one common service. Something that amazing enough is allowed to happen too often, where a
demarcation is created between the services that one tier provides vs the other, resulting in two service groups (sometimes
with different agendas) rather than a cohesive team.
And last, it follows the ETS branding.
Enterprise Technology Service Center Implementation Project -Draft Page 10
Deliverable Responsible Due Date Approver
Portals and End User Interface Manny Cintron 10/21/2014 LSDC
The user experience will consist of 3 distinct Web pages: ETS Portal, Self Service Portal, End User Interface
1. ETS controlled portal will be designed to accommodate the following elements:
Branding of page with ETS logo and information about department. Logo could provide link to an about page.
Event notification section utilize for announcements or news. This needs to be a banner/tickers, preferably with the
option of clicking on a particular scrolling link, which will redirect the user to a more detail page.
Referential Materials.
Web chatting *
Collaboration area *
Buttons or entry points to multiple areas of information/services. Layout needs to be designed.
Knowledge Management *
Self Service Portal (Service Catalog)
Metrics
* Future implementations
2. The Self Service Portal will consist of one of the following two options:
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A combination
of - "How can we help you" search and
enumerated High Level s ervices.
Subtopic 3
Subtopic 1
Subtopic 2 Subtopic 1
Pros
Provides two methods of requesting services
Allows for th e education of h igh level services,
if th ey are used.
Hardware vs. Sof tware vs. Network, etc.
Cons
The enumarated services may need explanation
Hardware for issues with PC, Laptop, Printer, etc. Software for issues with VPN, Kronos, etc.
Do we provide high level or product level?
Product level may result on ~ 30 entr ies just to begin with
Enterprise Technology Service Center Implementation Project -Draft Page 12
"How can we help you" search and a limitednumber of services under each of the main categories
that can be expanded if requested to do so
Subtopic 3
Subtopic 1
Subtopic 2 Subtopic 1
Pros
Provides two entry points that can potentially
expedite the service request experience
Expanded option provides the opportunity to only concentrate on one area
Simple and with options
Less education for the consumer
Cons
Not sure if the system can provide expansion functionality
and how wil l it look like on the screen
May require more maintenance to support order of services
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Application Navigator with limited options, TBD.
The rest of the Content frame will be allocated as follows:
Knowledge Management access
Web Chat
List of open tickets under AEU
3. ServiceNow End User Interface:
This site will provide the following characteristics:
Limited Application Navigator (To be defined at a later time)
Content
List of opened AEU tickets
Potentially others
Enterprise Technology Service Center Implementation Project -Draft Page 14
Deliverable Responsible Due Date Approver
SN Service Catalog Manny Cintron 7/29/2014 LSDC
Structure of Service Catalog:
High Level Service, i.e. Hardware Services, Software Services, Network Services
Product, i.e. Desktop, Kronos, Corp Time
Service Offering, i.e. Need new PC, Unable to Connect to Kronos, Unable to connect to Corp Time
Incident and Request Service Level Agreements will be based on Urgency and Impact and based on:
Personal Service
Group Service
Department Service
Following are samples of how SLAs in the form of priorities will be assigned based on the above combination:
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Samples of how the SLAs will be assigned to priorities:
Standard elements that should be collected as part of every service request:
Automatically Collected:
AEU Name
AEU email
AEU Department
AEU Computer Name
AEU AD and or UCSBNetID *
The following will be collected from requester of service:
Location (drop down list?)
Short Description of issue or request
Long Description of issue or request
Contact information (if not available in the system already)
It should be noted that some services will required the setup of required fields as part of the Incident, Request, or Problem forms.
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These will collect information specific to the service that will be provided. See Service Assessment and Operational Procedures
document for details.
It should also be noted that when requesting services through the Self-Service Portal, limited set of Urgency and Impact options
should be provided to the user, which will require modifications to the service intake process. Requests for critical services should be
requested by phone.
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Deliverable Responsible Due Date Approver
SN Notifications Manny Cintron 10/21/2014 LSDC
Three areas of notification have been identified:
Affected End User (AEU), ITIL User (1st, 2
nd, 3
rd tier) , and ITIL Manager.
Following are the type of notifications and the information that each notification should provide. Where applicable, name of AEU and
contact information should be included as well:
Type Action Elements
AEU Creation of a ticket Ticket Number
Short Description of service
Date and Time of creation
SLA for response and resolution
Branding – How to contact the Service
Desk
Start of Work Ticket number
Short description of service
Date and time when work started
SLA for response and resolution
Branding – How to contact the Service
Desk
Resolution Ticket Number
Short Description
Date and time of resolution
SLA for response and resolution (nice
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if we can say if we met them or not)
Advise AEU to validate ticket within
the next 48 to 72 hours
Advise AEU of survey
Branding – How to contact the Service
Desk
Changes on SLAs Ticket Number
Short Description
Advise AEU that SLAs have been
changed
New SLA
Original SLA
Date and Time of SLA change
Reason for change
Branding – How to contact the Service
Desk
ITIL Users SLA Warnings Ticket Number
½ time before breach
Short description
Time left before breach
SLA for response and resolution
SLA Breach Ticket Number
Short description
Date and time of breach
SLA for response and resolution
Ticket updates (By AEU) Ticket Number
Short Description
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Advise ITIL user that ticket has been
updated by AEU
Date and Time of change
Update by AEU
ITIL
Manager
SLA Warnings Ticket Number
1/4 time before breach
Short description
Time left before breach
SLA for response and resolution
Technician and group responsible for
service
SLA Breach Ticket Number
Short description
Date and time of breach
SLA for response and resolution
Technician and group responsible for
service
Changes on SLAs Ticket Number
Short Description
Advise AEU that SLAs have been
changed
New SLA
Original SLA
Date and Time of SLA change
Reason for change
Technician and group responsible for
service
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Queue Thresholds Total tickets in queue opened and not
assigned
Survey responses below
acceptable thresholds
Ticket number
Short description
Date and time ticket was created and
resolved
Technician or group that provided the
service
Responses to questions
Comments
AEU, VIP Ticket Number
Short Description
Response and Resolution SLA
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Deliverable Responsible Due Date Approver
SN Call Center Interface Manny Cintron 10/21/2014 Manny Cintron
Following characteristics must be available through this interface:
The form must allow the quick creation of a ticket (Incident or request)
Employee search must be provided and will be based on caller’s last name or first name
When found, the following contact information needs to be available:
o Email Account
o Department
o Location
o Computer name?
o Contact information, i.e. Office phone number, alternate phone number, cell phone. Office number is a requirement, all
others optional.
Provide a list of opened tickets from caller
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Deliverable Responsible Due Date Approver
SN Automation Manny Cintron 10/21/2014 LSDC
Three (3) areas have been identified for automation purposes: Escalations, Routing, Process
Escalation
Type Recipient
Based on service Service Desk Manager
Based on type of
service and SLA
Technician of Group
Routing
Type Recipient
Based on service Technician or Group
Based on department Technician or Group
Based AEU, i.e. VIP Technician or Group
Process
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Type Recipient
Closing of ticket after
48/72 hrs
All tickets in Resolved
status
Survey sent when
ticket is resolved
AEU
Survey with less than
75%
Service Desk Manager
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Deliverable Responsible Due Date Approver
SN Reports Manny Cintron 10/21/2014 Manny Cintron
The following are considered basic reports needed for the installment of the new support model. As the model matures, so will the
reports. Some of these reports should run as batch jobs daily, weekly, monthly, and yearly.
It is assumed that reports cab be run using any of the associated fields, i.e. MTTR report can be run based on service, or service and
department, or service and service group, etc.
Report Elements
SLA Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Failed SLA and above
Report Elements Report Elements
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Survey Scores Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Per question
Per overall score
MTTR Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Service type (incident or
request)
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
First Ticket Resolution
(Resolved within the SD)
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Report
Elements Report Elements
Channel of service Engagement Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Tickets Resolved Per Service
Per Division
Per Business
Per Department
Service group
Per technician
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Summary Report Per Service
Per Division
Per Business
Per Department
Per Service Group
Per Technician
SLAs
MTTR
Overall Survey Score at any
of the Per..
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Deliverable Responsible Due Date Approver
SN User IDs and Groups Manny Cintron 10/21/2014 Manny Cintron
Groups are split into two categories:
Customer Service
Department Standard Specialty
eMail Audio Visual
Hardware
Software
Access Mgmt.
Network
Mobile
General
Telecom (*)
* Not to be part of the original inception of the Service Catalog
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Deliverable Responsible Due Date Approver
SN Survey Program Manny Cintron 10/21/2014 LSDC
Survey Specifications Process Scoring
Ratio:
1:1 first 3 months
2:1 4-6 months
3:1 7+ months
Questions:
Courteousness and
Professional
Knowledge
Experience with request
process
Satisfaction on
expediency
Satisfaction on result
Overall comments
1. Ticket status changed to
resolved and AEU notified
2. After 48/72 hrs ticket
automatically closed
3. Survey is sent on only
completed tickets
4. If the average score of a filled
survey is less than 75, IT
management is notified
Completely Satisfied
= 100
Satisfied = 75
Somewhat Satisfied =
50
Somewhat
Dissatisfied = -50
Dissatisfied = -75
Completely
Dissatisfied = -100
Not Applicable = 0
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Deliverable Responsible Due Date Approver
SN ITIL User Interfaces Manny Cintron 10/21/2014 Manny Cintron
Request - The following elements should be available through the interface.
AEU
o As applicable, Pre-populated from Call Center or Service Catalog interface
Configuration Item = Service Category?
o High Level Service - As applicable, Pre-populated from Call Center or Service Catalog interface
Category
o Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Subcategory
o Service Offering
o As applicable, Pre-populated from Call Center or Service Catalog interface
Impact and Urgency
o See Service Catalog for details
Short Description
Opened
Opened by
Contact type
Assignment Group
Assigned to
Description
Additional comments
Work Notes
Close Code
Close By
Closed Date
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Ticket State options
o New
o Active
o Resolved
o Waiting for User
o Waiting for Problem
o Closed?
Uncertain if we should have this options, since no technician should close a ticket
Time Worked
Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.
May need to consider a [practical] alternative
Incident -The following elements should be available through the interface.
AEU
o As applicable, Pre-populated from Call Center or Service Catalog interface
Configuration ITem = Service Category?
o High Level Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Category
o Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Subcategory
o Service Offering
o As applicable, Pre-populated from Call Center or Service Catalog interface
Impact and Urgency
o See Service Catalog for details
Short Description
Opened
Opened by
Contact type
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Assignment Group
Assigned to
Description
Additional comments
Work Notes
Close Code
Close By
Closed Date
Problem ticket
Ticket State options
o New
o Active
o Resolved
o Waiting for User
o Waiting for Problem
o Closed?
Uncertain if we should have this options, since no technician should close a ticket
Time Worked
Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.
May need to consider a [practical] alternative work around
Request - The following elements should be available through the interface.
Configuration ITem = Service Category?
o High Level Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Category
o Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Enterprise Technology Service Center Implementation Project -Draft Page 32
Subcategory
o Service Offering
o As applicable, Pre-populated from Call Center or Service Catalog interface
Priority
Short Description
Opened
Opened by
Assignment Group
Assigned to
Description
Additional comments
Work Notes
Close Code
Close By
Closed Date
Ticket State options
o New
o Active
o Resolved
o Waiting for User
o Waiting for Problem
o Closed?
Uncertain if we should have this options, since no technician should close a ticket
Time Worked
Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.
May need to consider a [practical] alternative
Content - The following elements should be available through the interface.
ITIL User
o Application Navigator
Enterprise Technology Service Center Implementation Project -Draft Page 33
Getting Started
Shortcuts
o Personalize homepage?
o Service Catalog
o Self Service Portal
o Reports
o Knowledge Base
Incident Management
Create new
Assigned to me
Open
Open Unassigned
Resolved
Closed
All
Incident overview
o View only for group(s) that technician belongs?
Problem Management
Create new
Known Errors
Open
Pending
All
Problem Overview
Service Desk
All
o Except
My Approvals
My Coaching History (For now)
Self Service
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o All
Except
My HR Requests
My Profile
Take survey
My assessments
Content Frame
Scrollable lists
o Incidents assigned to me
o Requests assigned to me
o Incidents assigned to my group
o Requests assigned to my group
o Unassigned tickets
Incident Summary
o Opened critical problems
o Breached SLA
Ticker with Priority tickets
End User
o See CMS for details
o Application Navigator
Getting Started
Knowledge Base
Help/Contact Us
Contact Service Desk
Enterprise Technology Service Center Implementation Project -Draft Page 35
Deliverable Responsible Due Date Approver
Provisioning & De-Provisioning Manny Cintron 10/21/2014 LSDC
Narrative:
1. Library HR informs Dept. Head to
proceed with technical onboarding
2. Dept. Head submits service request
3. Two tickets are created simultaneously
– Service Desk (SD) and NOC (email)
4. SD assess network requirements and if
necessary creates ticket for NOC
5. NOC creates email and if necessary
addresses network needs
6. SD fulfills computer requirements and
if NOC tickets are solved, then closes
main ticket
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Narrative:
1. One of the following submits the
request (a standard needs to
define): HR or HR+Mgrs., Mgrs.
2. Upon submission of request, 1
main ticket to Service Desk (SD)
and 2 child tickets to NOC are
created
3. SD will assess equipment and
disabled AD and repurpose
appliance
4. NOC will address email
requirements and Aleph
5. Current manual process will
continue for UCSBNetID and
Bldg Access
6. Upon completion of all child,
main ticket will be resolved
Enterprise Technology Service Center Implementation Project -Draft Page 37
Deliverable Responsible Due Date Approver
Ticket Management Workflow Manny Cintron 10/21/2014 LSDC
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Deliverable Responsible Due Date Approver
Enterprise Technology Service Center Implementation Project -Draft Page 40
Service Catalog – Groups,
Products, and Service Offerings
Manny Cintron 8/28/2014 LSDC
Enterprise Technology Service Center Implementation Project - Draft
5 Major Milestones (Tasks)
List here key milestones (task that must be completed), task owner, and target dates agreed upon with the provider. i.e Service entry or
service category in Service Catalog or Service Desk respectively.
Milestone Responsible Target Begin Date Target End Date
Activate Library IT Service Desk Committee Manny Cintron 5/07/2014 5/27/2014
Service and Operational Assessment Manny Cintron 09/04/2014
Develop Project Charter Manny Cintron 8/11/2014
ServiceNow training Manny Cintron 10/15/2014
Create Retail Service Catalog Manny Cintron 11/15/2014
Develop procedures for ITIL processes Manny Cintron 9/23/2014
Develop reports for SPs and business Manny Cintron 11/15/2014
Specifications for phone and ServiceNow Manny Cintron 8/26/2014
Configuration of Service Management tools Manny Cintron 12/05/2014
Configuration of End User portal Manny Cintron 11/30/2014
Pilot LSDC 01/30/2014
GA LSDC 02/02/2014
Enterprise Technology Service Center Implementation Project -Draft Page 44
Resource Assessment
Describe in this section Time of Effort (ToE) for preparation, expected volume of work that will be generated for the ITSC, estimate
ToE for the resolution of each service, and overall Man Hours.
5.1 Prep Work
Task
Length of
Task (Mins)
Estimated
Time of
Delivery
(Date)
No. of Resources Required
Ie. Will take 30 hours but needs to
be completed in 24 hrs = 2
resources
Total
Enterprise Technology Service Center Implementation Project -Draft Page 45
5.2 Ongoing Service
Client Facing Service Deliverable Monthly
Estimate of
Tickets
ToE for
Each
Resolution
(Mins)
Monthly ToE
(Tickets * ToE(Mins)
No. of Resources Required
(Based on a 7.5 work shift, how
many resources required.)
Total
Enterprise Technology Service Center Implementation Project - Draft
6 Service Fulfillment Recommendations
Describe in this section your recommendations based on the effort, time of deliverable, available bandwidth, and other nuances taking
place within the ITSC organization. Socialize these recommendations with all parties of interest.