Radcliffe rapid maturity through csi just yale slides
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Rapid Maturity and Continual Service Improvement
Adriene RadcliffeDirector, Service ManagementYale University
Gerry GeddesExecutive ConsultantFruition Partners
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Rapid Maturity with Service Now
The Transformation of Yale University . . .
ITSM Process Owners
Process Managers Governance
ServiceNow Quarterly Business Review CSI
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Yale Timeline
Vision ToolProcessPlan Govern
“To be recognized globally as the leading technology organization across universities,
through rock-solid services, innovation, technology leadership and community satisfaction “
Len Peters, Associate Vice President and CIO
May 2011
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From Good to Great – by Jim Collins
Start with the right people
Superb leadership
Confront brutal facts
Culture of discipline
Technology as an accelerator
• http://jimmyzimmerman.com/blog/wp-content/uploads/flywheel.swf
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Our fly wheel was 300 years old
And covered in Ivy…
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We had typical challenges• IT Groups Worked In Silos
• Divergent terminology, processes and practices
• We had few SLA’s
• Measuring and reporting were inconsistent
• ITIL and ITSM were just four letter words
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Yale Timeline
Sponsor
Process Owners
Partner
Vision ToolProcessPlan Govern
July 2011 Sept 2011
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Key Points in the Yale Plan• Educate ourselves with ITIL Foundations and begin to use the language
across the organization
• Name process owners who work across the organization and harmonize processes such as Incident, Problem, Change, Request, Knowledge Management
• Recognize that we have to stabilize our environment, create a system of measurement and use key metrics to guide us where to improve
• Leverage a partner to guide us on this journey
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Yale Timeline
Fruition Partner
Workshops
Roadmap
Pockets of Excellence
Process Improvement
Vision ToolProcessPlan Govern
Sept 2011 Dec 2011
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Pockets of Excellence
• Change Advisory Board (CAB)• Consolidated Help Desk• Standard Operating Procedures• Event Management
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Areas we focused our efforts
• Service Operations Center• Creating a Problem Process• Standardizing a Request Framework• Process Metrics and KPI’s• Service Metrics with Quarterly Business
Review
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Yale Timeline
Our fly wheel begins to spin!
Vision ToolProcessPlan Govern
April 2012Jan 2011
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-3 S
D+
3 S
D
Unstable ProcessRelease 1
Stable & PredictableRelease 2
Predictable & Capability
UCL
LCL
TimeBaseline Maturity
Objectives: Baseline – Stabilize - Improve• Baseline process variation• Stabilize processes• Stabilize measures• Stabilize reporting• Continuous Process Improvement
If your service performance is between UCL – Upper Control LimitLCL – Lower Control Limit
Your process is stable, predictable and capable
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Yale Timeline
• Service Management Organization • CSI as a Service • Process Owners/Managers & Practitioners • Service Owners & Quarterly Business Review
Vision ToolProcessPlan Govern
April 2012
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To Reach CSI’s Target State it Needs…
• To Be Established As a Repeatable Cycle• Achievable Improvements That Make a Difference• End to End Business Service Focused
• A Data Model to Underpin Decision Support Dashboards
• World Class Process
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Key Service Measurement Objectives
Precise
Accurate
Stable
• Reporting• Analysis• Action• Continuous Improvement
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CMDB Roadmap
IT Asset Management -Platforms/Devices• Component-centric physical
view of ITS assets
•Discovered assets and configurations•Allows for ad hoc analysis of assets•Limited focus on asset change control (auto-discovered updates)
•Excellent tool for system operators and support staff
Service Asset & Config Management -Solutions/Systems• Logical view of asset
collections
•Introduces ownership and auditing to ensure systems/solutions are accurate and properly controlled
•Changes tracked and tied to service requests or, more often, changes
•Ability to asset changes to solutions that depend on one or more systems = enhanced impact/risk analysis for customer-facing changes
Service Asset & Config Management -Services View• Logical, integrated view of
services
•Exposes hidden or complex service inter-dependencies
•Enhance organization’s ability to describe changes to change impacts in terms of business impacts
•Allows for business-centric view of IT operations, and the relationship to services delivered by the business
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Yale University Now…• Over 300 of 425 IT staff have ITIL Foundations Certification
• ITS Service Management - process governance and advocacy
• ServiceNow Incident, Request, Problem, Change, Knowledge
• Multi-function Service Operations Center - provides increased capability to handle Major Incidents, Events and Problems
• Stabilizing our processes and services
• Several CSI projects are underway
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Thank YouDirector, Service
Management
Adriene RadcliffeYale University
[email protected]: @a_radcliffe