ITSM + PPM: Evolution in Higher Education IT Management (213777948)
Transcript of ITSM + PPM: Evolution in Higher Education IT Management (213777948)
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Exploration:
ITSM + PPM Evolution in
IT Management
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Goals
» Understanding of related trends in higher education
» Group identification of key benefits
» Group identification of common roadblocks
» Explore solutions to common roadblocks via shared
experiences
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Agenda
» Exploration of ITSM + PPM Trends and
Drivers
» Facilitated Conversation
» Summarization and Follow Up
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Presentation
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Client Sample
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Higher Education Industry Trends
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Project, Portfolio and Service Management
Software Built for Higher Education
Shifting Paradigms
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Tickets
Governance, Projects, Portfolios
Service Desk & Assets
Operations & Change Management
Traditional Work/Fulfillment Silos
(PPM Discipline)
(Support Discipline)
(Chang/Ops Discipline)
Customers
Customers
Customers
Requests
Requests
Requests
Projects
Completed
Incidents
Closed
Work
Orders
Completed
Focus
Focus
Focus
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Moving Towards a “Service to Customer” Focus
Service to Customers
ITSMPPM
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Project, Portfolio and Service Management
Software Built for Higher Education
Change Driver:
Adjusting to Evolving Expectations
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Expectations of the CIO
Increase theorganization’s velocity
towards meetingstrategic objectives
Continuallyincrease efficiency
and drive downcosts
Minimizeservice outages CIO
President
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Reality
CIO
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Key Purpose:
» “Canaries in the Mine”
» Identify and prevent potential problems early
» Making confident decisions to increase velocity
» Committing resources to projects
» Changing resource commitments to adjust to change
» Prioritizing work
» Identifying opportunities for improvement
Communication: Internal Leadership Team
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IT
#EDU12 Too many tracking tools and request channels necessitates massive amounts of manual reporting, making decision-making difficult
“Complicating” Factors
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TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork®Governance & Projects
Service Desk & Assets
Operations, Config. & Change
Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
Holistic View of IT/Service Organization
Resource Management
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Leadership Insights
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Leadership Insights
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Leadership Insights
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Leadership Insights
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Change Driver:
Addressing Perceived Value Challenges(Lack of Visibility)
Project, Portfolio and Service Management
Software Built for Higher Education
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“I just don’t know whatthey do with $10M per
year”
ApplicationManagement
LearningManagement
System(LMS)
StudentInformationSystem(SIS)
ContentManagement
System(CMS)
FacilitiesManagement
System
CustomDevelopment
InfrastructureManagement
Servers
Networks
Security
Telephony
ApplicationHosting
A/VEquipment
SupportServices
StudentHelpdesk
FacultyHelpDesk
PC/PhoneMgmt.
AdminServices
Compliance
ProjectServices(PMO)
Security
Stakeholders often have a limitedframe of reference and don’t
understand the full scope of IT work
Limited Understanding
Limited Understanding
Stakeholders Have Limited Visibility
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Key Purpose:
» Build understanding of:
» Value provided
» Constraints (capacity/budget)
» Workload profile
» Backlog of work
» Foundation for fact based conversations
around scheduling, hiring, risk, priorities,
budgets
Communication: Stakeholders
President
Deans
Researchers
Faculty
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Stakeholder Education
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Stakeholder Education
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Stakeholder Education
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Stakeholder Education
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Change Driver:
Customers Feel that IT is Difficult to Work With
Project, Portfolio and Service Management
Software Built for Higher Education
C t Fi d IT Diffi lt t E
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“I don’t know how to
request a new report. I
guess I’ll email my friend
Ken. He’ll handle it.”
“I email requests to IT but
never know what happens to
them. It’s frustrating.”
“I need a new laptop. Who do I
talk to? It’s hard to deal withIT. It will probably take forever
to get it anyway.”
“For an applications project I email
a word doc request. For a hosting
request I go to a web site, and for
an AV need I submit a ticket. Whathappens to all of my requests, and
how do I check on their status?
Conversations
Service Desk
Web forms
Docs
President
Dean
s
Students
Faculty
Customers Find IT Difficult to Engage
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Convergence of Request Management
Service Desk
Change/Ops
PPM
Request
Fulfillment (ITSM
+ PPM)
Si l d B d d S i C t l
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Simple and Branded Service Catalog
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Staff is Overburdened with Work and
Administrative Activities
Project, Portfolio and Service Management
Software Built for Higher Education
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Different Resources = Different Work Streams
Incidents
Projects
Operations
Incidents
Projects
Operations
=
Projects
Operations
Incidents
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Individual Administrative Burden
TicketingSoftware
Word Excel Assets/CIs PPT MS ProjectPersonal To-Do Lists
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One Page View
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One Page View
O
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One Page View
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Facilitated Dialog
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1. Identify the 3 top benefits of integrating ITSM & PPMprocesses
Table Discussion: 5 min
Presentation: 5 Minutes
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2. Identify the 3 main roadblocks to integrating ITSM & PPMprocesses
Table Discussion: 5 min
Presentation: 5 Minutes
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3. Identify 3 shared experiences in overcoming identifiedroadblocks
Table Discussion: 5 min
Presentation: 5 Minutes
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Q&A + Open Discussion Andrew Graf
Happy Hour :
Tomorrow 5-7pm
Filini Bar221 N. Columbus