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ITIL in the Real World : Leveraging ITIL Best Practices for Service Improvement at NYU. Presented by Ben Maddox, NYU Information Technology Services [email protected] or 212-992-9298. ITIL* in the Real World: Leveraging ITIL Best Practices for Service Improvement at NYU.

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Presented by Ben Maddox, NYU Information Technology Services

[email protected] or 212-992-9298


Itil in the real world leveraging itil best practices for service improvement at nyu
ITIL* in the Real World: Leveraging ITIL Best Practices for Service Improvement at NYU

  • New York University at a Glance

  • About Information Technology Services (ITS) at NYU

    About ITIL:

    Overview

    Key Components

    Putting ITIL into Action

    ITIL & ITS

    A Few Real-World Examples

    Lessons Learned, Next Steps

    Summary

    *Information Technology Infrastructure Library


New york university at a glance
New York University at a Glance Service Improvement at NYU

  • The nation’s largest private University, at over 50,000 students and more than 14,000 employees

  • Large and complex fiscal and physical operation

  • Consistently ranked as one of country’s more “wired” campuses

  • Impacted by HIPPAA, FERPA, Graham Leach Bliley and other regulatory policies

  • Currently implementing Active Directory

  • One central IT organization, but schools, divisions and departments may have local support teams, systems administrators and tools.


About information technology services at nyu
About Information Technology Services at NYU Service Improvement at NYU

  • In advancement of the NYU community’s commitment to teaching, learning, research, and public service, the purpose of NYU Information Technology Services is

  • to serve,

  • to lead,

  • to innovate

  • with services that are readily available, responsive, reliable and cost-effective.

  • — ITS Mission Statement, adopted 1999


About information technology services at nyu structure

Office of the Associate Provost Service Improvement at NYU& Chief Information Technology Officer (CITO)

  • Leadership and coordination of University IT strategy, policies, and services; IT-related planning, compliance, and continuity services.

About Information Technology Services at NYU: Structure

.edu Services

Enterprise Computing & Support Services

Communications & Computing Services

  • Technology services for faculty and students, in support of research, scholarship, and instruction; Internet2 resources; computer labs, ResNet services, classes, and more; development and management of web, email, and NYUHome portal services, and of strategic technology initiatives.

  • SIS, Albert, HRIS/PASS, fame, BSR Advance, Data Warehouse, BIA, eReports, Brio, Remedy, and more.

  • IT Service Desk for faculty, students, & staff, and application development & support for core University admin. systems; desktop support, accounts, training, publications, directory, database, and application security services;

  • Operation, management, evolution and security of NYU's large-scale technology infrastructure providing voice (telephone) and data network services, and computing resources supporting a wide range of essential, computer-based University services.

— Adapted from http://www.nyu.edu/its/about/


Enterprise computing at a glance
Enterprise Computing: at a Glance Service Improvement at NYU

Wikis

University Data

Warehouse

Calendaring and PDAs

Digital Content,

ePortfolio

Student Information

Systems

fame

(PeopleSoft)

Blogs

E-Vote

Business

Intelligence

& Reporting

(Hyperion & Brio)

eServices

(NYUHome portal

& email)

Enterprise Systems

Document

& Content

Management

Human Resources

Information System

BSR Advance

(Sungard)

Incident &Change

Management

(Remedy and ModTrak)

Learning

Management

(Blackboard &, Sakai)

HPC - High Performance

Computing


Responding to demand the hunt for three octobers
Responding to Demand: Service Improvement at NYUThe Hunt for Three Octobers


About itil overview
About ITIL: Overview Service Improvement at NYU

  • Developed in late 1980s in the UK in response to growing dependence on IT

  • Now a public body of knowledge for Service Management best practices

  • Helps organizations improve service levels and reduce the cost of IT operations

  • A framework, defining ten interlocking processes for service support and service delivery

  • Also provides guidance on IT security, business management, and other topics

  • The ten ITIL processes are described in two volumes:

    • - Service Support focuses on management of essential operational processes

    • - Service Delivery on strategic management of the IT services


About itil key components
About ITIL: Key Components Service Improvement at NYU

Service Support

Service Desk*

Incident Management

Problem Management

Configuration Management

Change Management

Release Management

*A function, not a process.

Service Delivery

Service Level Management

Financial Management for IT Services

Capacity Management

IT Service Continuity Management

Availability Management

— Adapted from ITIL training material.


About itil key components continued
About ITIL: Key Components Service Improvement at NYU(continued)

Service Support

Service Desk*

Incident Management

Problem Management

Configuration Management

Change Management

Release Management

*A function, not a process.

Service Delivery

Service Level Management

Financial Management for IT Services

Capacity Management

IT Service Continuity Management

Availability Management


Itil v3 we re gonna need a bigger boat
ITIL V3: Service Improvement at NYUWe’re Gonna Need a Bigger Boat

  • The ITIL v3 refresh project is expected to begin with the publication of five new core texts with publication planned for May 2007.

  • A key change to ITIL under version 3 has been a focus on the alignment of IT and 'the business' and on the management of IT throughout the complete lifecycle.

  • ITIL v3 core volumes

    • Service Strategy

    • Service Design

    • Service Transition

    • Service Operation

    • Continual Service Improvement

  • ITIL v3 complementary material

  • While the new ITIL core will draw heavily on current industry practice in IT service management and relevant research. It will reflect the major changes in the way businesses buy and utilize IT services. The complementary material will make it easier for ITIL to address specific vertical markets and industries (e.g. Public Sector, Financial Services) and will provide a venue for more rapidly changing guidance around the application and implementation of the best practice described in the core works.

  • It is likely that the complimentary material will include both a detailed glossary, process maps and mappings to governance and other frameworks (e.g. COBIT) and methodologies (e.g. Six Sigma).


Getting started asking the right questions
Getting Started: Asking the Right Questions Service Improvement at NYU

Where do we want to be?

Vision and business objectives

Where are we?

Assessment

How can we get where we want to be?

Process improvement

How do we know that we have arrived?

Metrics

— Adapted from IT Service Management, an introduction, a publication of the IT Service Management Forum.


Putting itil into action at nyu
Putting ITIL into Action at NYU Service Improvement at NYU

  • The alignment of IT and business, mapping product and service delivery to institutional planning and identified needs, is strongly emphasized in the ITIL framework.

  • Over the course of the last three years, ITS has provided ITIL Essentials Training or workshops to more than 70 staff members of our staff. In addition, staff members take advantage of tuition remission and workshop offerings in project management, service delivery and communication.

  • ITS has been leveraging ITIL’s Best Practices for internal communication and project planning.

  • ITS is committed to long term strategic and tactical partnerships with ITS service partners and academic and operational units. These includes areas directly recommended by ITIL best practices, such as the strengthening of service delivery, service support, and continuity and availability management.


Itil its a few real world examples
ITIL & ITS: A Few Real-World Examples Service Improvement at NYU

  • Client Communication & Feedback

  • ITS Services Catalog

  • Ask ITS Service Portal

  • Remedy-Integrated Knowledge Base

  • ITS Service Delivery Cycle

  • Leveraging Available Data & Tools

  • Tracking Change


Real world itil its client communication feedback
Real-World ITIL & ITS: Client Communication & Feedback Service Improvement at NYU

  • Formal Stakeholder Feedback

  • Spot Surveys

  • Cross-Organization Collaboration

    • ASAP

    • CIO Council

    • IT Support Managers

    • Systems Administrators Working Group

    • Others

  • Creation of Services Catalog


Real world itil its service catalog internal
Real-World ITIL & ITS: Service Catalog (Internal) Service Improvement at NYU

The ServTrak data-entry and search screen: Searching by keyword.


Real world itil its service catalog continued
Real-World ITIL & ITS: Service Catalog Service Improvement at NYU, continued.

ServTrak records are created, updated, and edited within this interface. Note the tabs for information on hours of availability, eligibility, dependencies (with respect to other services), and contact information for second-tier and client-facing support.


Real world itil its service catalog public

Service Catalog would be accessible via a menu item in the About ITS section

Real-World ITIL & ITS: Service Catalog (Public).

A mockup of the web-based client facing interface currently being developed.


Real world itil its service catalog continued1

Clickable link titles would launch a satellite window with the service information

Real-World ITIL & ITS: Service Catalog, continued.

The mockup, in further detail.


Real world itil its the ask its service portal
Real-World ITIL & ITS: The Ask ITS Service Portal the service information

NYU students, faculty and staff access Ask ITS through the NYUHome Portal.


Real world itil its ask its service portal continued
Real-World ITIL & ITS: Ask ITS Service Portal the service information, continued.

It is available through a channel on the Home tab, and through a link at the top of each tab.


Real world itil its ask its service portal continued1
Real-World ITIL & ITS: Ask ITS Service Portal the service information, continued.

An area within Ask ITS provides information about an upcoming interruption to service availability.


Real world itil its knowledge base
Real-World ITIL & ITS: Knowledge Base the service information

The web-based login screen of our Remedy-integrated knowledge base. The knowledge base can be accessed from the Remedy console, from within a Remedy ticket, and directly via the web.


Real world itil its knowledge base continued
Real-World ITIL & ITS: Knowledge Base the service information, continued.

The knowledge base Home screen. (The Authoring and Reports tabs are available only to knowledge base administrators.)


Real world itil its the its service cycle mapped to itil
Real-World ITIL & ITS: The ITS Service Cycle, Mapped to ITIL the service information

Best

Practices

e.g., ITIL

Metrics &

Feedback

Portfolio

& Project

Manage-ment

Service

Catalogue

Change &

Incident

Management

Marketing,

Training, &

Documentation


Real world itil its leveraging data tools
Real-World ITIL & ITS: Leveraging Data & Tools the service information

Managers and Team Leaders in ITS departments receive this automatically generated report daily.


Real world itil its leveraging data tools continued
Real-World ITIL & ITS: Leveraging Data & Tools the service information, continued.

They also receive an automatically generated monthly summary.


Real world itil its leveraging data tools continued1
Real-World ITIL & ITS: Leveraging Data & Tools the service information, continued.

Other automatically generated reports are mailed out daily and monthly to our service partners in the Human Resources Division.


Real world itil its leveraging data tools continued2
Real-World ITIL & ITS: Leveraging Data & Tools the service information, continued.

Portions of the template for the monthly report that is automatically generated and emailed to our service partners in the Human Resources Division. (Data shown is for illustration only.)


Real world itil its tracking change
Real-World ITIL & ITS: Tracking Change the service information

ModTrak is our locally developed system used by ITS staff and our service partners to request, track, and obtain reports of system changes. Above, initiating a search for changes made to the New Budget system’s online help.


Real world itil its tracking change continued
Real-World ITIL & ITS: Tracking Change the service information, continued.

Our search results. Clicking a Change Number brings further details and the opportunity to update the record. Information can also be exported as Excel or PDF files.


Real world itil its tracking change continued1
Real-World ITIL & ITS: Tracking Change the service information, continued.

The Details-Edit Request screen. Note the tabs for tracking line items, issues, migration & testing.


Itil its next steps lessons learned
ITIL & ITS: Next Steps, Lessons Learned the service information

  • Process enhancement is incremental - take the long look

  • Use the framework to connect the dots of initiatives and build a portfolio

  • Change is coming to ITIL — prepare for ITIL v3.

  • Integrate support planning earlier in our product and service development cycles, so that the products we release are easier to use and support.

  • Ask your client communities what will support their business and leverage ITIL to map your initiatives

  • Resource limitations will impact your timelines

  • Make noticeable improvements in procedures people have to follow to get ITS services.

  • Mitigate the impact of service disruptions by using innovative notification approaches.

  • Work with other help-providing groups at NYU to coordinate services more effectively.

  • Intensify our use of metrics in driving improvements and of the Remedy trouble ticket system to track problems, identify trends, and evaluate the effects of improvement measures introduced.


Additional projects mapped to specific itil areas
Additional Projects Mapped to the service informationSpecific ITIL Areas


Mapping itil processes to its initiatives
Mapping ITIL Processes to ITS Initiatives the service information

*A function.


Mapping processes service support continued
Mapping Processes: Service Support the service information(continued)


Mapping processes service support continued1
Mapping Processes: Service Support the service information(continued)


Mapping processes service support continued2
Mapping Processes: Service Support the service information(continued)


Mapping processes service support continued3
Mapping Processes: Service Support the service information(continued)


Mapping processes service support continued4
Mapping Processes: Service Support the service information(continued)


Mapping itil processes service delivery
Mapping ITIL Processes: the service informationService Delivery


Mapping processes service delivery continued
Mapping Processes: Service Delivery the service information(continued)


Mapping processes service delivery continued1
Mapping Processes: Service Delivery the service information(continued)


Mapping processes service delivery continued2
Mapping Processes: Service Delivery the service information(continued)


Mapping processes service delivery continued3
Mapping Processes: Service Delivery the service information(continued)


ITIL Best Practices Framework — the service informationmay include other frameworks or guidelines

Organizational and institutional strategy and alignment

STRATEGIC

PLANNING

BEST

PRACTICES

ITIL

Projects, Services initiatives and organizational culture

PROJECTS &

INITIATVES

ITIL in Action


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