John Ca ohn Carter ter Cit City y of of Ot Ottaw tawa My - - PowerPoint PPT Presentation

John Ca

• hn Carter

ter

Cit City y of

• f Ot

Ottaw tawa

My Organization – Cit ity of Ottawa

15,000 Clients Over 100 lines of business 400 different locations 300 full-time ITS staff

My Position

Information Technology Services

My team Operational support

• f ITSM tool

Our Service Management Tool

➢Marval Service Management

➢City of Ottawa has been a client for over 10 years ➢Fits the need for ITS and for Non-IT clients ➢We are making rapid improvements with our Marval toolset

Ten Tips

Don’t Give Up On Your CMDB

Don’t Give Up On Your CMDB

➢Many organizations find CMDB population challenging

➢We support increasingly complex systems ➢Agile development and rapidly changing technology presents challenges

Don’t Give Up On Your CMDB

➢Utilize CSI principles when improving Configuration Management

➢Incremental improvement ➢Separate technical assets into separate CI types ➢ Start with infrastructure layer

Don’t Give Up On Your CMDB

DB Applications Network Devices Telecom Devices PC/Laptops Servers

Metadata Relationships

➢Link Configuration Management to Request Fulfillment, Incident Management, Change Management

➢Make CI attachment to requests mandatory ➢Technology changes too quickly to wait for a separate Configuration Management update process or CI audit to catch the data change

Metadata Relationships

Re Re-think the Scope of Configuration Management

Re Re-think the Scope of Configuration Management

➢We traditionally think of CIs as technical assets ➢Think of them as entities / artifacts that have relationships to one another

➢Relationship could be a technical dependency, or a business dependency

➢How do I know if an asset could / should be managed in the CMDB?

➢Think about what it means if it were to be removed

Re Re-think the Scope of Configuration Management

ITS FINANCE CORPORATE SECURITY

Make Your Consumable Serv rvices Sexy

Make Your Consumable Services Sexy

➢Going into their IT Service consumption experience, non- IT clients don’t even like “work place” technology

➢Match the experience with their personal lives

Purchasing IT Goods Searching for content Self-Serve Problem Solving

Make Your Consumable Services Sexy

Create an Easy to Follow Change Management Process

Create an Easy to Follow Change Management Process

➢Change Management processes are typically so rigid and laborious that IT staff are hesitant to comply

➢Find an appropriate level of rigour

➢Service Management tools typically don’t make the RFC logging process intuitive and user friendly

➢Investigate ways to make the tool user friendly ➢Change initiators are your users, treat them the way you would other clients

Create an Easy to Follow Change Management Process

Simple process with 3 key elements:

Create an Easy to Follow Change Management Process

Don’t Let the Tool Dictate the Brand of Your Serv rvice

Don’t Let the Tool Dictate the Brand of Your Service

➢Make sure your solution has your identity, your philosophy

➢Create a Brand

➢Clients should feel the service is coming from YOU, not the tool

➢Client notifications and surveys ➢Self-Service Portal or Service Catalogue

➢Helps partnership with other IT teams

➢Remove ego, remove biases ➢Integrate to leverage what’s available to provide the best service

Don’t Let the Tool Dictate the Brand of Your Service

➢Our original branding on Self Service Portal (2013)

➢Walk in Service Centre shared the branding ➢URL to get to our online “IT Service Centre” was simply http://its

➢Moved to “City Tech” brand (2017)

➢All of ITS is now branded as “City Tech” ➢Online self service presence now known as “City Tech Portal”

Don’t Let the Tool Dictate the Brand of Your Service

Don’t Be Afraid to Be Creative

Don’t Be Afraid to Be Creative

➢No excuses any more with open source concepts and integration focus

➢Enhancing the tool is a must

➢You must grow with your Service Management tool

➢Activate unused functionality ➢Don’t be afraid to push the vendor

Don’t Be Afraid to Be Creative

Don’t Be Afraid to Be Creative

Get support from vendor because we’re using their framework Increase your buy in internally because you are solving business challenges

Don’t Be Afraid to Be Creative

Operational work Project work

Plugin Framework

Reporting, g, Reporting and More Reporting

Reporting, g, Reporting and More Reporting

➢Reporting will be your top value realized ➢Ensure the tool is broad & diverse to get the reports you need

➢Flexible enough to have dashboards ➢Abstracts away technical nuances on backend

➢Focus should be ease to get at data and making reporting easy

➢Same people who develop the data model should produce reports

➢Don’t let reporting be an afterthought

➢Don’t wait until people ask for reports ➢Make reporting part of initial business requirement intake ➢Have relevant metadata fields and classification

Reporting, g, Reporting and More Reporting

“What are all of the servers at Data Centre X?” “What are all of the PCI servers at Data Centre X?” “What are all of the applications that are related to the PCI servers at Data Centre X?”

Build a Trust Model

Build a Trust Model

Talking to ITSM people is like going to the dentist...it’s a necessity but no one wants to do it… But you still have the opportunity to have happy clients…

Build A Trust Model

➢Build relationship with those you build processes & solutions for ➢Build trust

➢When approached with ideas ➢Listen to the audience ➢Look for opportunities to address challenges and business problems ➢Do some market research

Build A Trust Model

Common Language Common Language

Get Serious About Tier Zero Support

Get Serious About Tie ier Zero Support

➢Tier 0 support level offers automated or self-service solutions where users can help themselves ➢There are various levels of maturity in a Tier 0 implementation

➢Self-service presence ➢Add classification / routing to self-service ➢Self-help articles on self-service platform ➢Self-help videos (hosted or linked) ➢Text chat (with some form of AI) ➢Virtual Support Agent

Get Serious About Tie ier Zero Support

Get Serious About Tie ier Zero Support

Go Enterprise Wide with Serv rvice Management

Go Enterprise Wid ide Wit ith Service Management NITS = Non-IT Clients

Go Enterprise Wid ide Wit ith Service Management

Go Enterprise Wid ide Wit ith Service Management

Go Enterprise Wid ide Wit ith Service Management

Go Enterprise Wid ide Wit ith Service Management

Go Enterprise Wid ide Wit ith Service Management

2015 Percentage of Total Requests 2016 Percentage of Total Requests 2017 Percentage of Total Requests 2018 Percentage of Total Requests*

*based on 2018 trend analysis

Go Enterprise Wid ide Wit ith Service Management

Go Enterprise Wid ide Wit ith Service Management

➢Why the Marval ITSM tool has worked for them:

➢Request Type Segregation ➢Flexible Licensing model ➢Classification ➢Request attributes / Metadata ➢Reporting

Go Enterprise Wid ide Wit ith Service Management

➢Service Management as an integrated solution

➢HR / Payroll / ITS SAP integration ➢ITS and Supply integration

➢Renewable Contracts as CIs

Go Enterprise Wid ide Wit ith Service Management

➢ITSM as an Enterprise Solution

➢Unification of business processes ➢Centralization management of solution

➢Broaden how you view your ITSM program ➢Inherently promote your ITSM program ➢Leveraging a tool in your tool shed

➢You already have the expertise

Conclusion – Recap of 10 Tip ips

1) Don’t Give Up On Your CMDB 2) Re-think the Scope of Configuration Management 3) Make Your Consumable Services Sexy 4) Create an Easy to Follow Change Management Process 5) Don’t Let the Tool Dictate the Brand of Your Service 6) Don’t Be Afraid to Be Creative 7) Reporting, Reporting and More Reporting 8) Build a Trust Model 9) Get Serious About Tier Zero Support 10)Go Enterprise Wide with Service Management

Conclusion

Unleash the Beast!