The Road to

System Center Service Manager 2012

Decision Activities for Service Management Tool

Mark Marshall, CPIT

Edmund Sia, CPIT

Lynn Cooper, Effectus

Previous State

• Traditional ICT Helpdesk model

• Disconnect between ICT and the

business

• Inability to do smart business reporting

• Growing risk with existing case

management tool

“For the ICT Division to create and deliver a stable environment which empowers our users to achieve what the Institute requires in the most agile and flexible way possible.”

Mark Marshall, ICT Director

Revisit of Strategic Vision

– end game overview

CPIT’s ICT Service Management Lifecycle

Service Management Roadmap

• Review and design pragmatic Service

Management processes with CPIT ICT

• Business and customer focussed processes

• Service Level Agreements – including OLA

• Service Processes – Incident, Request, Problem,

Change, Release

• Considerations:

– Practical

– Fit for Purpose

– Continual Improvement

Mid 2011 End 2010

End 2011

2012 and beyond

Mid 2010

• Lynn started

• Develop 10 Business

Services Catalogue

• Create and deploy Known

Error DB to Service Desk

• Development of customer

service charter

• Defined case

management tool

requirements and fit for

purpose

• Customer services charter

rollout to management

• SLA development (data

capture toolkit)

• 10 Business Services

Catalogue (90% done)

• Develop escalation process for

Service Desk & customer

issues

• Known Error DB rollout to Support Centre

• Implement quarterly reviews

• Technical Services Catalogue

• System Centre Service Manager

development

• SCSM 2012 Beta/RC TAP with Intergen

• Service Manager

rollout/next phase

• Customer satisfaction

surveys

• Develop and implement

continuous improvement

process

• SLA review with business

owners

• Commence First Line

Management course

• Data modelling

Timeline…

CPIT and Effectus Planning Day

Service Management Roadmap

• Agreed Business Requirements (with

weightings) for Service Management Tool Key requirements Weighting Problem solved

• By Module • Incident • Request • Self Service • Change • Release

Agreed by Management Group following individual interviews

• Current requirements - simplified

• New Processes – SLA modules

• Reporting capability

• Information obtained from interview with ICT

Team Managers/Director

Requirements Doc Screenshot

Tool Selection Process

• Tool requirements documented and sent out to suppliers for response

• First Microsoft offering was light on functionality

• Decision made to wait for next Microsoft Version of System Centre Service Manager (SCSM)

• TAP entered with Microsoft and CPIT.

• Headed by Intergen as the technical integrator and Effectus as the Service Delivery expertise

SCSM Solution Selected

Fit for purpose, pragmatic, in-house

management, willing technical integrator

Key aspects

• Existing technology partner

• Engaged integrator

• Integration with existing ecosystem

Integrator Commitment

• Commitment to shared risk

• Part of technology practice

• Demonstrated experts, system engineers involved in technical design

• High level commitment

• Relationship with vendor

CPIT Implementation Plan

• Baby steps – replace what we currently have, which is Incident Management and Request Fulfilment; expand on the other modules later.

• Weekly status-update meetings (phone/Lync)

• Test scripts (reusing what was identified in Tool Requirements Document) in UAT stage

• Involvement of Infrastructure Team for provisioning of environment for development

• Comprehensive implementation plan

Roles and Responsibilities

Effectus (Service Delivery Integrator)

• Service Delivery pre-work

• Ensures consistency of work flow with Service

Delivery processes

• Data model

• User Acceptance Testing

• Customer Acceptance

• Populate Service Delivery reporting

Roles and Responsibilities

CPIT (End User/Product Consumer)

• Input into Data Model

• Resources to plan and develop Self Service

work flow

• Resources for configuration of data model

• User Acceptance Testing

• Facilitate team training programme

• Documentation of build and technical build

Roles and Responsibilities

Intergen (Technology Integrator)

• Set up of SCSM environment

• Development of Self Service Portal

• Connect to AD, SCOM, SCCM as required

• Train client resources to configure the data

model

• Manage defects with client

• Work with client on Training programme

Learnings to Share

• Risks of TAP: low initial investment cost, but

limited resources available due to bleeding edge

• Availability of internal resources for development

and implementation work

• Microsoft’s strategy of designing an open-tool (out

of the box) and how does that impact CPIT

• Setting realistic dates in the implementation/action

plan, alongside other commitments

Post Implementation Actions

Effectus (Service Delivery Integrator)

• Explore organisational use of tool

• First review cycle of SLA

• Adjust Service Delivery reporting

Post Implementation Actions

CPIT (End User/Product Consumer)

• Refine Self Service functionality

• Enter release programme for Data Model

updates

• Develop Service Delivery reporting out of

SCSM

Post Implementation Actions

Intergen (Technology Integrator)

• Development of Tool with integration to other

MS System Center products

• Administrator support to CPIT

• Support for cube reporting development

Questions? Comments?

Thank you