“Incremental Improvement versus Delayed Perfection”

Mary Jo McElroy

August 16, 2012

Vice President, IT Compliance and Standards

Objectives Today• Form a mental picture of how OhioHealth is

approaching its Service Management journey from the perspectives of:

– Framework– Education– Roles– Documentation– Metrics– Tools– Changing human behavior

• See how we use an annual plan to make it happen

2

Program Structure

2.1 Service Catalog Management 2.2 Service Level Management 2.3 Supplier Management 2.4 Capacity Management 2.5 Availability Management 2.6 IT Security Management 2.7 IT Service Continuity Management

3 Service Transition 3.1 IT Asset Management 3.2 Service Asset and Configuration Management 3.3 Release and Deployment Management 3.4 Testing 3.5 Knowledge Management 3.6 Change Management

OH Service ManagementLifecycle Framework

2.8 Design Coordination

Project Management

4 Service Operation 4.1 Service Desk 4.2 Application Management 4.3 Technical Management and IT Operations 4.4 Request Fulfillment 4.5 Access Management 4.6 Event Management 4.7 Incident Management 4.8 Problem Management 5 Continual Service Improvement

1 Service Strategy 1.1 Financial Management 1.2 Business Relationship Management2 Service Design

ITIL Education• EXIN (Examination Institute for Information Science)

certifications:– ITILv3 Foundation certificate -- ~ 155– ITILv3 Foundation class with OH exam -- ~ 150– Practitioner/ Intermediate Level Courses – 1– Service Manager expert – 0

• We teach our own internal Foundation course– Content developed in-house– Offer three times a year– Three-day class with OH exam on third day (70% to pass)– Faculty -- our process managers– Optional EXIN exam at a Prometrics Center

• Formal curriculum of classroom training on selected topics

• On-line mandatory training for some processes

• Lunch and Learn sessions• Intermediate certification for 3

people• Participation in Pink Elephant 17th

Annual Conference• Participation in ServiceNow regional

user group• Participation in ServiceNow

international user group conference

FY13 Education Plans

3 Primary ITIL Roles

• Process owner– ACCOUNTABLE for overall process

• Process manager– Architect, surveyor, coach, and cheerleader for the

process

• Service owner– Responsible for one of our 36 Business Services or

12 Supporting Services

IS VPs are Process Owners• Suzanne Dewoody

– Service Level Management– Business Relationship Management– Project Management– Incident Management– Service Desk (function)– Problem Management

• Jim Lowder– Service Asset and Configuration

Management– Availability Management– Capacity Management– IT Service Continuity Management– Security Management– Event Management– Technical Management and IT

Operations

• Mary Jo McElroy– Financial Management– Supplier Management– IT Asset Management– Access Management– Request Fulfillment– Knowledge Management– Continual Service Improvement

• Charles Wagner– Application Management

(function)– Release and Deployment

Management– Testing– Change Management– Service Catalog Management

Process Managers• Design the process (architect)

• Measure the process (surveyor)

• Educate about the process (coach)

• Advocate for the process (cheerleader)

23 Process Managers (+ alternates)– Motivated, collaborative, facilitative,

communicative, change-oriented– Some are management, others are not– Some are very technical, others are not– Some manage processes full time, others do not– “Early adopters”

Service Owners

• 36 Business Services– Medication Use Information Services– Financial Information Services– Email and Calendar Information Services– Hospital Logistics Information Services– Cardiology Information Services

• 12 Supporting Services– Data Center Hosting Services– Network Services– Desktop Engineering Services

10

Documentation

Metrics

• No metric/s → some metric/s• Baby metric/s → more

mature metrics• Started formal Continual

Service Improvement process last year …. focuses on metrics

• Behind our customers in terms of maturity of measurement in general

Process Maturity Levels

Initiation

Awareness

Control

Integration

Optimized

FinancialBusiness relationship

Service catalog

Service level

Supplier

Service continuityInformation security

Availability

Capacity

Design coordination

Project

0

50

100

FY06 End

FY07 End

FY08 End

FY09 End

FY10 end

FY11 end

FY12 end

FY13 target

ConfigurationIT asset

Testing

Release / deployment

Change

KnowledgeEvent

Incident

Request fulfillment

Access

Problem

Continual service improvement

0

50

100

FY06 End

FY07 End

FY08 End

FY09 End

FY10 end

FY11 end

FY12 end

FY13 target

FY06 End

FY07 End

FY08 End

FY09 End

FY10 end

FY11 end

FY12 end ac

tual

FY12 targ

et

FY13 targ

et0

200

400

600

800

1000

1200

1400

Aggregate maturity scores

Aggregate maturity scores

Event Console / Event

Correlation / Manager of Managers

No soln

Release Execution Work / Project /

Demand Management

Financial / Asset / Vendor

Management

Inventory Dbase

Network Mgt

Cisco Works DudeQIP

A10 – Load BalFluke (Test)NetMRI (ret)

System Mgt

Nagios GangliaPerfmon

Cloverleaf (Interface

Mon)

App. Mgt

Insight ETE (Apps not Bus

Svc)

Oracle Grid, SQL Server

IderaPower/HVAC Mgt

Liebert appNForm

Storage Mgt

EMC Storage Scope & Cmd Ctr

Data Domain (DeDup)

Aptare

Printer Mgt

Via prt SvrWebJedAdmin

Outsource

Distribution Management

ZenSystem Center

Dashboard / Consolidated Reporting / Decision Support

Operational Dashboard

Management Dashboard

Releases

Labor,Projects,Vendors

Tasks, Effort

Performance Exceptions Events

CIs, Service

CIs, RelationshipsPerformance Metrics

Exceptions

Key Event Summary Incident

Metrics

Problem Metrics Change

Metrics Work, Project, Demand Summary

Key Financial Indicators

Synthetic / Real End User

Experience

Insight ETE

Performance Metrics

Key Service Performance

Performance Exceptions

Notification Tool

E-mail / SMS from tools

Reports

Job Schedule

No tool, per system

Security Mgt

Qualys InfoSec

Q1 / QradarODEN /AD

Adam

Relationships

Event Management

Network

Copyright © 2003- 2010 Maryville Technologies.All rights reserved.

Tech Domain Config Mgt

CMDB / CMSService Now

Pro

blem

M

anag

emen

t

Ser

vice

Now

Inci

dent

M

anag

emen

t

Ser

vice

Now

Rel

ease

M

anag

emen

t

Ser

vice

Now

Service Level Management Service Now

Knowledge Management Self Gen / Service Now

Ser

vice

R

eque

st

Man

agem

ent

Cha

nge

Man

agem

ent

Ser

vice

Now

Release Metrics

Service Request Metrics

CI Auto DiscoveryService Now

Inventory, Relationships

Service Catalog

Governance / Compliance

Governance & Compliance Status

Assets, Relationships,

Costs

Executive DashboardCustomer Dashboard

Software Quality &

Defect

Rational Test Mgr

Clear Quest – Enhancement

Requests

Changes, Releases, Defects, Inventory

Projects

IT Process Documentation / Visualization

IT Process

Runbook / Operations Automation

System

App

Performance / Capacity

Management

Virtualization

VcenterVKernel

Ganglia/ NagiosOracle Grid CiscoWorks

Insight ETECloverleaf

Tools

ServiceNow Modules

ServiceNow Releases• Moving to the cloud• Berlin release• Calgary release• Service Portfolio Management• Project and Portfolio Management• Asset Management• Field Service Management• Governance, Risk and Compliance• Runbook Automation

Influencing Changes in Behavior

• Vital Behaviors• Personal

– Motivation– Ability

• Social– Motivation– Ability

• Structural– Motivation– Ability

Influencing Changes in BehaviorMotivation Ability

Personal

Do I enjoy it?Find the "positive deviants" who are good at problem resolution

Am I personally able?Online educationClassroom educationOne-on-one coaching

Social

Do others motivate?Peer pressureProblem Advisory BoardRecognition by executive staff

Do others enable?Service Desk opens Problem RecordsTeam coaching

StructuralDo "things" motivate?Management bonus

Do "things" enable?Process playbookOperating Policy and ProcedureServiceNow enabling technology

Track 1, Session 60121

Annual Plan and Execution

Our Service ManagementJourney …

The Next Few MilesFY13 Plan

FY13 Plan for Access Management

• PM Scott Supman; alternate Annette Searfoss

• Increase process maturity from 69 to 74• Roadmap:

• Implement 4 IdAM projects (POI #2, POI #3, POI #4 and Grady RBAC)

• Replace existing remote access request orderable in SC

• Work with ITSCM to create process for emergency access in the event of a disaster

• Metrics• Reduce 4800 calls to the CSC for

access requests• Do baseline measurement of %

compliance with meeting end user’s desired completion date for access requests, then set target

FY13 Plan for Problem Management

• PM Bradley Shumate; alternate TBD• Increase process maturity from 70 to 76• Roadmap:

• Find meaningful use for each team• Demonstrate and learn from the

process by leading/owning problem records (Tiger Teams)

• Evolve the Known Error Database• Develop more defined criteria for

opening a Problem Record• Improve LMS online modules for PM• Offer classes for SNC, PM, and IS/IS-

NOTs• Problem Models??• Use SNC to escalate for work

commitment• Metrics:

• Mature the metrics

FY13 Plan for IT Design Coordination

• PM Kathy Hoffman; alternate Stephen Glasgow

• Re-design “System Architecture Review” process to become Design Coordination as a “gate review” between service design and service transition

• Standardize inputs, outputs, roles and responsibilities

• Revamp process playbook, OPP, and ServiceNow to accommodate changes

• Educate about revised process

• Roll it out!

FY13 Plan for Security Management

PM Jerry Walters; alternate Jason LuttrellIncrease process maturity from 56 to 65Roadmap:

•Evaluate ServiceNow GRC module as a potential replacement for c360•Develop Infosec requirements to feed the Design Coordination effort•Investigate new standards and develop strategy for Medical device security•Evaluate and select a tool to improve Active Directory reporting•Develop application security programMetrics:•Increase Security Awareness training to improve ICE KPI•Complete SSPs for 100% of RTO 2-3 applications•Re-evaluate RTO 0-1 app SSPs

FY13 Plan for IT Service Continuity Management

• PM Tim Brown; alternate Dave Lauer• Increase process maturity from 91 to

96• Roadmap:

• ITSCM and ICS OPP’s• ICS OPP ties DR to Incident

• Review and Score ARP’s• Conduct Fall ICS drill• Develop critical application

recovery priority list• Metrics:

• Track application recoverability based on DR Testing OPP• 100% of RTO 0 & 1 tested by FY

end

FY13 Plan for Application Management Function

• FM Andrea Darby, alternate Larry Waibel

• Implement bi-monthly application management meeting with all application owners to:

• Assist with CMDB application reviews for completeness including AIA and ARP

• Assist with testing plan creation, execution and documentation for Level 2 and 3 projects

• Assist with coordination of failover testing

• Participate in the development application security plans

• Continue to work with Incident and Problem Management to improve the process

FY13 Plan for Service Desk Function

• FM Salil Verma; alternate Mario Morgan

• Virtualize the Service Desk to bring support closer to end user

• Increase HDI maturity of the service desk from 1.8 to 2.3

• Have 45% of Support Services OH ITIL “certified”

• Baseline the Incident Survey Score• Baseline and transition OLA for

Support Org• Metrics

• FCR from 56 to 60• Baseline individual productivity• Service Desk Maturity from 1.8 to 2.3• New Scorecard (OLA / Call Quality

(TBD) / Productivity / Incident Survey)

IS Process Council

• FY13 schedule of biweekly meetings• Schedule for reporting established at beginning

of the year• FY13 focus on “adoption”

– Some meetings devoted to “listening” to managers and process “doers”

• Metrics reporting

31

Executes the annual plan