PSMO: Who we are

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PSMO Who we are what we do

• Program Service
• Management Office

Information Technology, a division of
Information Services, KU
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Presentation objectives

• Overview of Program Service Management Office
• Review of ITIL, IT best practices
• Introduction of PSMO web site
• www.technology.ku.edu/psmo

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Who we are - people

• Jerree Catlin
• Sue Silkey Help Desk
• Thelma Simons Service Level Management
• Scott Kemme Event Management
• John Dillard, Mike Wright, Gail Schaplowsky
  Project Management
• Some Body IT Licensing Specialist

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Who we are Goals

• Collect information and serve as an integration
  point for delivery of services provided by
  Information Services units and ensure that
  services provided are aligned to the needs of
  campus users.
• Serve as a communication point for service
  projects between internal units, and for the
  delivery of services to the university community.
  
• Provide service and process management.
• Provide project management services.

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What we do - initiatives

• Responsibilities includes process management,
  event management, service desk, service level
  management, and project management.
• Implementing ITIL best practices for
• Change Management
• Incident Management
• Service Level Management
• Configuration Management

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What we do - initiatives

• Developing IT Planning process
• Concept Reviews
• Project Mulligan
• Remedy redo
• Project Management
• Communications

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What we do - updates

• Web site www.technology.ku.edu/psmo
• Resources Reference materials
• Presentations
• ITIL_at_KU initiatives

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Process management

• What are best practices?
• Proven technique or methodology
• Based on research
• Based on experience
• ITIL is a set of best practices for IT
• Benefits of Best Practices for IT
• Streamlines processes
• Improves reliability of services
• Adapts to changing needs of users
• Allows operational, tactical and strategic
  planning

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Introduction to ITIL

• ITIL Information Technology Infrastructure
  Library
• Service Management Processes
• Developed by the Office for Government Commerce
  (OGC) in England (late 1980s).
• Best practices focused on the management of IT
  service processes
• Open source

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ITIL Service Management Goals

• Ensure that IT services are aligned to the needs
  of customers and users (measurable)
• Improve availability and stability of services
• Improve communication within IT and with users
• Improve efficiency of internal processes
• Ensure that all information is evergreen

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ITIL Service Management (ITSM)

• Two main components
• Service Support five processes that provide
  support for day-to-day operation of IT services
• Service Delivery five processes that focus on
  long-term planning and improvement of IT services
• These two components are linked together through
  the Service Desk.

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ITIL Service Management
Change Management
Service Level Management
Release Management
Incident Management
Financial Management
Availability Management
Service Support
Service Delivery
Configuration Management
Problem Management
IT Service Continuity Management
Capacity Management
Service Desk
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Service Support processes
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Service Support Processes (cont.)
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Service Delivery
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Service Delivery (cont.)
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ITIL Service Desk
Change Management
Service Level Management
Release Management
Financial Management
Incident Management
Availability Management
Service Support
Service Delivery
Configuration Management
Problem Management
IT Service Continuity Management
Capacity Management
Service Desk
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Service Desk
Service Request a request that is not due to
disruption
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Where are we now?

• Incorporating project management
• Developing and working a communication plan
• Executing and developing project plans
• Change processes
• Incident processes
• Problem processes
• Configuration processes
• Service Level Management processes
• Incorporating a re-implementation of Remedy Help
  Desk

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Online resources

• Pink Elephant www.pinkelephant.com
• ITIL (Libraries) Service Management
  directories www.itil-itsm-world.com/ 
• British government ITIL www.ogc.gov.uk/index.asp?
  id2261
• techrepublic.com.com/5100-6329-1058517.html  -
  Tech Republic article (subscription required)
• KUs Program Service Management Office
  www.technology.ku.edu/psmo