The road to System Center Service Manager 2012 - case study
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Transcript of The road to System Center Service Manager 2012 - case study
The Road to
System Center Service Manager 2012
Decision Activities for Service Management Tool
Mark Marshall, CPIT
Edmund Sia, CPIT
Lynn Cooper, Effectus
Previous State
• Traditional ICT Helpdesk model
• Disconnect between ICT and the
business
• Inability to do smart business reporting
• Growing risk with existing case
management tool
“For the ICT Division to create and deliver a stable environment which empowers our users to achieve what the Institute requires in the most agile and flexible way possible.”
Mark Marshall, ICT Director
Revisit of Strategic Vision
– end game overview
CPIT’s ICT Service Management Lifecycle
Service Management Roadmap
• Review and design pragmatic Service
Management processes with CPIT ICT
• Business and customer focussed processes
• Service Level Agreements – including OLA
• Service Processes – Incident, Request, Problem,
Change, Release
• Considerations:
– Practical
– Fit for Purpose
– Continual Improvement
Mid 2011 End 2010
End 2011
2012 and beyond
Mid 2010
• Lynn started
• Develop 10 Business
Services Catalogue
• Create and deploy Known
Error DB to Service Desk
• Development of customer
service charter
• Defined case
management tool
requirements and fit for
purpose
• Customer services charter
rollout to management
• SLA development (data
capture toolkit)
• 10 Business Services
Catalogue (90% done)
• Develop escalation process for
Service Desk & customer
issues
• Known Error DB rollout to Support Centre
• Implement quarterly reviews
• Technical Services Catalogue
• System Centre Service Manager
development
• SCSM 2012 Beta/RC TAP with Intergen
• Service Manager
rollout/next phase
• Customer satisfaction
surveys
• Develop and implement
continuous improvement
process
• SLA review with business
owners
• Commence First Line
Management course
• Data modelling
Timeline…
CPIT and Effectus Planning Day
Service Management Roadmap
• Agreed Business Requirements (with
weightings) for Service Management Tool Key requirements Weighting Problem solved
• By Module • Incident • Request • Self Service • Change • Release
Agreed by Management Group following individual interviews
• Current requirements - simplified
• New Processes – SLA modules
• Reporting capability
• Information obtained from interview with ICT
Team Managers/Director
Requirements Doc Screenshot
Tool Selection Process
• Tool requirements documented and sent out to suppliers for response
• First Microsoft offering was light on functionality
• Decision made to wait for next Microsoft Version of System Centre Service Manager (SCSM)
• TAP entered with Microsoft and CPIT.
• Headed by Intergen as the technical integrator and Effectus as the Service Delivery expertise
SCSM Solution Selected
Fit for purpose, pragmatic, in-house
management, willing technical integrator
Key aspects
• Existing technology partner
• Engaged integrator
• Integration with existing ecosystem
Integrator Commitment
• Commitment to shared risk
• Part of technology practice
• Demonstrated experts, system engineers involved in technical design
• High level commitment
• Relationship with vendor
CPIT Implementation Plan
• Baby steps – replace what we currently have, which is Incident Management and Request Fulfilment; expand on the other modules later.
• Weekly status-update meetings (phone/Lync)
• Test scripts (reusing what was identified in Tool Requirements Document) in UAT stage
• Involvement of Infrastructure Team for provisioning of environment for development
• Comprehensive implementation plan
Roles and Responsibilities
Effectus (Service Delivery Integrator)
• Service Delivery pre-work
• Ensures consistency of work flow with Service
Delivery processes
• Data model
• User Acceptance Testing
• Customer Acceptance
• Populate Service Delivery reporting
Roles and Responsibilities
CPIT (End User/Product Consumer)
• Input into Data Model
• Resources to plan and develop Self Service
work flow
• Resources for configuration of data model
• User Acceptance Testing
• Facilitate team training programme
• Documentation of build and technical build
Roles and Responsibilities
Intergen (Technology Integrator)
• Set up of SCSM environment
• Development of Self Service Portal
• Connect to AD, SCOM, SCCM as required
• Train client resources to configure the data
model
• Manage defects with client
• Work with client on Training programme
Learnings to Share
• Risks of TAP: low initial investment cost, but
limited resources available due to bleeding edge
• Availability of internal resources for development
and implementation work
• Microsoft’s strategy of designing an open-tool (out
of the box) and how does that impact CPIT
• Setting realistic dates in the implementation/action
plan, alongside other commitments
Post Implementation Actions
Effectus (Service Delivery Integrator)
• Explore organisational use of tool
• First review cycle of SLA
• Adjust Service Delivery reporting
Post Implementation Actions
CPIT (End User/Product Consumer)
• Refine Self Service functionality
• Enter release programme for Data Model
updates
• Develop Service Delivery reporting out of
SCSM
Post Implementation Actions
Intergen (Technology Integrator)
• Development of Tool with integration to other
MS System Center products
• Administrator support to CPIT
• Support for cube reporting development
Questions? Comments?
Thank you