Title: Service Management at ChoicePoint Session #: 33 Speakers: Krissi Rouquie & Frederieke Winkler

1. Title: Service Management at ChoicePoint Session #: 33 Speakers: Krissi Rouquie & Frederieke Winkler Prins Companies: ChoicePoint & Service Management Partners

2. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

3. Introduction Service Management Partners • R&D company dedicated to continuously: • increase the maturity of service management processes • reduce the complexity of service management processes • eliminate the risks associated with service management implementations • minimize the resources required to implement service management processes.

4. Introduction ChoicePoint • Premier provider of decision-making intelligence to businesses and government. • In order to achieve this, data goes through the following distinct phases: • Identification • Retrieval • Storage • Analysis • Delivery

5. Introduction ChoicePoint • 60 locations • Headquarters in Atlanta, Georgia • 5,500 employees • 1550 IT employees • Average of 6 to 7 acquisitions a year

6. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

7. Why Service Management? Objective: • To utilize ITIL concepts and the functionality of the Service Desk and Command Center to attain greater use of metrics and documented processes, thus providing a higher level of quality to all clients.

8. Why Service Management? Goals: • Implement system management disciplines with a focus on the ITIL model. • Define operational reporting and “manage by momentum” metrics. • Define services provided. • Deliver effective communication to all customer constituencies, especially delivery successes.

9. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

10. From Scratch Approach • Tool Selection • ITIL Standards • Service Management Best Practices • Implementation Resources • 12 weeks, 3 Consultants (2 Functional, 1 Technical) • Scope • ITIL Assessment • Install HP ServiceDesk • Create Processes for Incident Management, Problem Management and Change Management • Common Toolset for Technology Staff

11. From Scratch Milestones • 3/03 – Kick-off ITIL Workshop/Interviews • 3/03 – Installation of HP Service Desk • 4/03– Roll-out to Limited Number of Users • 4/03 – Assessment Delivery • 5/03 – 12/03 – ITIL Momentum Stops – Teams Continue to Use Two Tools • 1/04 – CP Forms ITIL Team to Focus on Processes • 2/04 – 2nd Consulting Firm Engaged to Assess

12. From Scratch Deliverables • ITIL Assessment • Installation of HP ServiceDesk • List of Best Practices • Sample Documents/Manuals • No Processes

13. From Scratch Lessons Learned • Educate Internal Resources • Communication is Key • Look at Processes First – Tool Second

14. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

15. Best Practices Approach • Tool Selection • Alignability Process Model • Implementation resources • 43 consulting days • Scope • Processes • Incident Management • Problem Management • Configuration Management • Change Management • Service Level Management

16. Best Practices Standard Implementation Plan • Adjustments • Process Review • Process Model Customizations • Tool Customizations • No Need for Technical Consultant

17. Best Practices Milestones • 06/01: Kick-Off • 06/10: Process Review Finalized • 07/06: Customized Processes and Process Model • 07/21: Data Populated • 08/06: User Training Completed • 08/06: Go Live

18. Best Practices Deliverables • Process Documents • Optimized Alignability Process Model • Optimized Service Desk Settings • Documented Service Desk Set-up • Optimized Report Manager • Training Material for each Role • Quick Reference Sheet

19. Best Practices Lessons Learned • Start with a template • Get buy-in from all groups involved • Training is key • Create Service Management Board • This is a Program not a Project

20. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

21. After 3 Months Achievements, November 2004 • Report Creation • Management Metrics • Process reinforcement • Configuration Management • Relation CIs and 3 critical services • Alarm Management • Request Web Interface

22. After 3 Months Challenges • Change Management • More notification than management • Two different tools to support this process • Not all groups on the same processes • Reports not available to everyone

23. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

24. After 6 Months Achievements, February 2005 • Dashboard Manager • Configured • Implemented • Additional Users • Decrease in outages • ITIL training

25. After 6 Months Challenges • Request Web Interface • Automatic approval • Time Tracking • Training

26. Agenda • Introduction • Why Service Management? • From Scratch • Best Practices • Status After 3 Months • Status After 6 Months • Status After 9 Months

27. After 9 Months Achievements, May 2005 • Request Web Interface with Approval • Production Availability reports • Dashboard Metrics Available • Metrics linked to reports for details • ChoicePoint is operating at a much higher operational standard in 2004 than in 2003. Processes are standardized; tools are in place and reporting mechanisms are simple but effective.

28. After 9 Months Challenges • Metrics available per group and service • Resource and Time tracking • No full-time service manager position

29. Questions? Krissi RouquieDirector, Enterprise ApplicationsChoicePointKrissi.Rouquie@choicepoint.comwww.choicepoint.com Frederieke Winkler PrinsPartnerService Management Partnersfwinklerprins@it-smp.comwww.alignability.com