ITIL @ Deakin

1
ITIL _at_ Deakin

• Richard Tan
• Head, Information Technology Services Division
• DEAKIN UNIVERSITY
• 14th October 2003

2
Overview

• Some Background
• Why ITIL?
• What are we doing?
• How did we get here?
• What are our timeframes?
• How are we doing it?
• Awareness Training
• Tools, what tools?

3
Some Background

• Service Review Committee (SRC)
• Service Review Conference
• Service Catalogue
• What about Service Delivery?
• What about Service Support?
• We Needed a Framework

4
Why ITIL?

• Selection Process
• ITIL Framework
• Common Sense Practical
• Non-Proprietary
• Public Domain
• BS15000 Specification for IT Service Management
• Implementation Partner
• Demonstrated ITIL Knowledge Experience
• Training, Advice Consulting Services
• ProActive were chosen

5
What are our timeframes?

• Overall Service Improvement Programme
• 3 years Dont underestimate!!!
• It will take that long
• Implementation Stages
• Service Review December 2001
• Framework Selection January 2002
• Assessment March 2002
• Programme Definition May 2002
• Programme Initiation August 2002
• Programme Review October 2004

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How did we get here?

• Base 1 - Assessment
• Process Maturity Report

7
How did we get here?

• Efficiency and Effectiveness

8
How did we get here?

• Overall Assessment (40)

9
How did we get here?

• ITSMF Membership
• Service Improvement Workshop
• Service Improvement Programme (SIP)
• ITIL Leadership Group
• ITSMF Conferences
• Engaged Project Manager
• Programme Planning Workshop
• Created SIP Project Concept Proposals (PCPs)

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What SIP PCPs?

• Scope of Implementation
• Incident Management
• Help Desk/Service Desk
• Service Level Management
• Problem Management
• Change Management
• Configuration Management
• Automation of Processes (Tools)

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How did we get here?

• Project Workshops for each process
• More Training
• PCPs Created
• Incident Management/Service Desk
• Service Level Management
• Change Management
• Funding Proposal

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Incident Management/ Service Desk

• Key Objectives (1)
• To develop processes which are aligned with the
  ITIL (IT Infrastructure Library) Service Support
  framework and achieve measurable improvements in
  the areas of Service Desk and Incident Management
• These improvements will be measured in a number
  of ways, the main ones being by way of surveys
  and benchmarks of the length of time incidents
  are open

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Incident Management/ Service Desk

• Key Objectives (2)
• A regular 6 monthly maturity check will also be
  conducted to monitor our progress against the
  best practice maturity levels, with a goal of
  reaching a maturity level of 2.5 for Incident
  Management by the closure of this project
• It is also the objective of this project to
  enable the provision of better business
  information

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Incident Management/ Service Desk

• Tasks and Deliverables (1)
• Mapping and documentation of Incident Management
  and Service Desk process lifecycles
• Procedures supporting the incident management and
  service desk process lifecycles
• Standard process creation and review procedures
  and templates

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Incident Management/ Service Desk

• Tasks and Deliverables (2)
• Schedule of ongoing process improvement reviews
• Documented baselines and metrics
• An ITIL aligned Service Desk

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Service Level Management

• Key Objectives (1)
• To develop processes which are aligned with the
  ITIL (IT Infrastructure Library) Service Support
  Delivery framework and achieve measurable
  improvements in the area of Service Level
  Management and an increased ability to manage the
  expectations of customers and vendors

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Service Level Management

• Key Objectives (2)
• These improvements will be measured in a number
  of ways, the main ones being by way of Service
  Level Agreements and process maturity. Service
  Level Agreements and Operational Level Agreements
  will be formed and agreed with key stakeholders

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Service Level Management

• Key Objectives (3)
• A regular 6 monthly maturity check will also be
  conducted to monitor our progress against the
  best practice maturity levels, with a goal of
  reaching a maturity level of 4 for Service Level
  Management by the closure of this project

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Service Level Management

• Key Objectives (4)
• Ensure that all services have defined metrics,
  measures with which to provide useful business
  information
• Establish a mechanism to measure and report on
  Service Performance and put in place a process to
  review all services

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Service Level Management

• Tasks and Deliverables (1)
• Mapping and documentation of Service Level
  Management process lifecycle
• Identify and document procedures required by each
  section to support the process
• Ensure that the accepted ITS Process creation and
  improvement model is followed

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Service Level Management

• Tasks and Deliverables (2)
• Establish business reporting requirements and
  implement
• Implement continuous improvement process
• A Service Catalogue
• A standard Service Level Agreement Template
• A standard Operational Level Agreement Template
• A negotiated SLA with the VP(A)
• Negotiated OLAs which underpin the SLA

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How are we doing it?

• Programme Management
• ITIL Champion
• Leadership Group
• Project Manager
• Business Analyst
• Projects Management
• Formal Methodology
• Project Structure
• Process Owners
• Project Teams

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How are we doing it?

• IT Governance
• Policy Definition
• Prescribed Processes
• Process Definition
• Process Change Management
• Not sure what you want here

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Service Level Management

• Definition of a Service
• A grouping of IT functions that provide a
  definitive outcome for customers

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Service Level Management

• Service Listing

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Service Level Management

• Service Offerings
• Currently being prepared
• SLM Project Team Members
• First cut prepared
• Process Definition underway
• Templates published

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Service Level Management

• Timeframes
• Service Catalogue
• October 2003
• OLAs Underpinning Contracts
• October, 2003
• Automation Requirements
• October, 2003
• SIP Timetable
• November, 2003
• SLA with Vice-President (Administration)
• December, 2003

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Incident Management/ Service Desk

• Project Plan developed
• Project Team assembled
• Process Definition underway
• Templates published

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Awareness Campaign

• Leadership Group
• Formal Communications Plan
• Communications Officer

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Awareness Campaign

• Internal
• Service Management Essentials Training (Including
  an exam!)
• 75 of all staff so far
• 100 by March 2004
• Manager Training (A tougher exam!!!)
• Procurement of the books It IS a Library
• Encouragement to implement in small teams
• ITIL Web Site
• Fortnightly Reports
• Regular All ITS Staff Briefings

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Awareness Campaign

• External
• Regular postings to University Newsletter
• Client Forums
• IT Managers
• DUITEs
• Other Universities
• Knowledge Experience Sharing
• Forums
• VDIT
• CAUDIT
• EDUCAUSE
• SPUSC
• Public Forums
• ITSMF Conferences

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Tools, what tools?

• Currently
• help.deakin
• Work Request System
• Internally developed maintained
• Integrated with User Management System
• During the Projects
• Requirement identification
• Some Enhancements to help.deakin
• Configuration Management system development

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Tools, what tools?

• Eventually
• Compile all requirements
• All ITIL Processes
• Analysis of technology base
• Expansion to entire University
• Call for Tenders
• Cost/Benefit Analysis
• Full redevelopment or Purchase

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ITIL _at_ Deakin

• Questions?