Looking for IT answers? Browse our Service Catalogue. Denise Nahas, Kim Huynh, Xolani Ngwenya June,...

“Looking for IT answers? Browse our Service Catalogue.”

Denise Nahas, Kim Huynh, Xolani NgwenyaJune, 2008

Information Systems Technology

Customer Services (ICS)

McGill University

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary

Agenda for today


Our IT Organization

Why we needed a service catalogue

How we did it

Challenges

Maintenance and the future plans

Who we are

McGill’s Information Systems and Technology Customer Services group is known simply as ICS.

ICS is the primary and first point of contact for IT help and problem resolution


Where ICS fits in the McGill IT structure


Chief Information OfficerChief Information Officer

Network and Communications

Services

Information Systems & Technology

Customer Services

Content and Collaboration

Solutions

Project Management

Office

CIO Office

Information Systems

Resources

- Infrastructure - Telephony- Enterprise systems- Datacentre- Data network and access

- Applications- Database administration- Business production

- Service desk- LAN administration- Training- Technical writing/ Communication-PC support-- Application Support

- Document management- Web services- Graphic and multimedia design- Learning technologies

Information Technology Services

- CIO Communication- Finance and IT contracts- IT strategies- Human resource management

- Major campus IT projects- Methodologies- Metrics and consolidated reporting

WHY WE NEEDED A SERVICE CATALOGUE


What we had

Multiple, overlapping web sites with redundant and/or outdated information.

A partial listing of services.

Had a mandate to create a unified website.

First generation of the unified website evolved into a simple reference page.


Where we needed to go

One collective IT voice to communicate our services to end-users.

One view

One model :“one stop shop”.


Service Catalogue

The catalogue needed to meet the following criteria:– Clear defined scope

• A portfolio of service categories with details on all relevant and related services.

– Efficient & Effective• Speaks the user language; names of services, how to access

and how to get help for these services. • Consistent (service description template, standards, styles)• Easily retrievable;

– Navigate through groups of service categories and the index of services– Search the Knowledge Base

• Trusted sources of information; reliable and available


Service Description Template

Our service description template in the catalogue consists of the following elements:– Name of the service and description– Who can obtain the service– How to obtain the service– How much it costs to obtain the service– Availability – when and where– FAQs, Best Practices, Training and Documentation– How to get support for the service– Feedback for the service description


IT Services PageA one-stop shop for all IT services


http://www.mcgill.ca/it

DESIGN, DEVELOPMENT AND IMPLEMENTATION

What it took and how we did it


The conception

Obtained buy-in from the CIO and IT Directors to shut down the individual web pages and to move to a unique webpage that will be based on the service catalogue model.


Leadership and vision

ICS Director championed the cause–Laid out the vision of what our

service catalogue should entail, how it will be accessed and how it is going to benefit the organization.


Service Catalogue Team

In-house project team formulated in May 2007–Team comprised of ICS Senior

Manager, Technical Lead Developer, 3 Service Desk Consultants and 3 Technical Writers.


The design guidelines

Defined services from an end-user perspective.

An actionable service catalogue, not just a static listing of services.

Capture customer experience feedback to make sure their needs are met.

Ensure consistency in the service delivery.


Early stages of development

Service catalogue team had to educate themselves on what a service consists of.

Researched what other Universities had both in content and presentation.

Critiqued various service catalogues to build a suitable model.


Taking inventory

Inventoried services housed in different IT web pages, current and outdated.

Listed all services in an Excel spreadsheet.

Created a template to satisfy our service description structure.

Created a standards document with guidelines for content and styles.


Consultations

Posted the service list to a Wiki page in a SharePoint site.

Identified various service owners for cross-functional involvement.

Reviewed and refined the services with the service owners.


The final stages

The Web Service Group designed the main IT page.

The service catalogue team planned the transition of information from the various IT web pages to the service catalogue.

Presented the service offerings and catalogue to a focus group and incorporated their feedback.


Challenges

Delays in acquiring information.

Service owners have to sign off on the final representation of the services - A MUST.

Some services fit in more than one category.

Our template changed throughout the course of the project.

Maintaining multiple information sources while they co-existed.


MAINTENANCE AND THE NEXT STEPS

Looking into the future


Maintaining the content

The Content(Refers to the Categories and the Service Descriptions)

– Service owners are responsible for communicating changes.

– Technical writers and the Senior Manager decide what constitutes a service and its appropriate categorization.

– Capture and analyze feedback in order to evaluate our decisions on the service names and information.

– Annual audit of all service descriptions: service owners review and confirm the accuracy of the information.

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Maintaining the appearance

Technical writers drive changes by:• Analyzing feedback from users and IT members.• Prototyping suggested changes.• Presenting to the service catalogue team for

feedback, implementing changes.

Next Steps…

Based on user requests, incrementally add IT services not offered centrally.

Continue promoting the www.mcgill.ca/it to the McGill Community.

Create views to the catalogue for students and staff through the portal.


http://www.mcgill.ca/it

To conclude

Placing the service catalogue at the heart of the IT web site and the knowledgebase :– Our ticket tracking system was redesigned to

follow the service catalogue categories. – Our Service Level Agreements have been

rewritten to point to the catalogue. – It has enhanced the communication and

improved the delivery and measurement of the services.

• From designing the service to delivering it.


Questions?


THANK YOU FOR ATTENDING

Download this presentation from our web site at:

http://www.mcgill.ca/ics/conferences/canheit-2008


http://www.mcgill.ca/ics/conferences/canheit-2008

A comparison of IT Services WebPagesSame IT Services, different views on separate pages


A static listing of Services - incompleteUseful but not actionable in this state


IT Page, its early form


SharePoint Wiki Page View


Ticketing System Categories

Old classificationThe new look, aligned to the Service Catalogue


New SLA format


Looking for IT answers? Browse our Service Catalogue. Denise Nahas, Kim Huynh, Xolani Ngwenya June,...

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