Enterprise Technology Service Center
(ETSC Committee)
Project Charter
Thursday August 7th, 2014
Enterprise Technology Service Center Implementation Project - Draft
Document Control
General Information
Project Name
Requester Name
Library Service Desk (ETS Foundation)
Denise Stephens
Department
Enterprise Technology Services
Document Preparation Information
Author
Date
Manuel A Cintron
7/2/2014
Phone Number
805-893-3572
Distribution and Approvals
Name
Title and Organization
Alan Grosenheider
Associate University Librarian/Library
Kristen LaBonte
Associate Librarian/Library
Doug Drury
Director Business Relationship
Management/ETS
Ann Dundon
Project Manager/ETS
Matt Erickson
Communication & Business Analyst/ETS
Reilly Pollard
Customer Relations Manager/Comm
Services
Sunny Reiner
Computer & Network
Technologist/Housing
Enterprise Technology Service Center Implementation Project -Draft
Approval Date
Page 2
Change History
Date
8/7/2014
Change Description
Changed the following areas:

Rebranding of team and committee

Change names for all three tiers of TSS
Support

Change Ticket Management Workflow
o
Escalations to ART
o
Service designations for ART and
RFS
o
What to do with SLAs of incidents
associated to a problem ticket
o
What to do with services outside of
the ServiceNow

Added Service Catalog of retail services,
including Products and Service Offerings

Adjusted project timeline
Enterprise Technology Service Center Implementation Project -Draft
Requested by
ETSC Committee
Page 3
Table of Contents
1 Background .................................................................................................................. 5
2 Service Objectives ......................................................................................................... 5
3 Scope ............................................................................................................................. 6
3.1
Included ............................................................................................................................. 6
3.2
Excluded ............................................................................................................................ 8
4 Deliverables .................................................................................................................. 9
5 Major Milestones (Tasks) .......................................................................................... 43
Resource Assessment ....................................................................................................... 44
5.1
Prep Work ....................................................................................................................... 44
5.2
Ongoing Service .............................................................................................................. 45
6 Service Fulfillment Recommendations ..................................................................... 46
7 Appendix A – Service Portfolio and Service Catalog ............................................... 47
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1 Background
University of California Santa Barbara Library staff and students are supported by
technical service units that are not conducive to effective use of physical resources,
standardized operating procedures, and service delivery frameworks, i.e. Information
Technology Infrastructure Library (ITIL) that have been proven to be effective in
increasing customer satisfaction while managing cost. Characteristics such as a mixture
of channels for service engagement, technical knowledge boundaries, and no common
service catalog creates confusion and delays in service delivery.
The determination to implement a Federated technology service organization is providing
the underlying foundation for the development of an Enterprise Service Desk capable of
supporting a combination of centralized and decentralized models, while increasing
service efficiencies and managing cost.
2 Service Objectives
The University of California Santa Barbara Enterprise/Library Service Desk will consist
of a Single Point of Contact (SPoC) providing standardized channels of service
engagement (phone support and service catalog), as both a central and
central/decentralized support unit. It will be manned by personnel with a wide range of
technical knowledge using predefined procedures for the management and delivery of
solutions in the areas of Incident, Request, Problem, and Event Management. Following
are some of the most significant characteristics of the Enterprise Service Desk:
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Single Point of Contact (SPOC) for technical services.
Two channels of service engagement: Phone Support and Service Catalog.
Organizational structure comprised of
o Three (3) levels of support:
 Level 1 – Call Center
 Level 1.5 – Escalation and Remote Support
 Level 2 – Remote Support and Field Service
Fully configured Service Management tracking tool
Fully developed Service Catalog with Service Level Agreements (SLA) and
Operating Level Agreements (OLA).
Service engagement and delivery procedures for Incident, Request, Problem,
Access Management, and Event Management.
Metrics and analyses program.
Service Mentoring program.
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3 Scope
3.1 Included
Requirement
Agreed Solution
ITIL based Enterprise
Service Desk model with
procedures for Incident,
Request, and Problem
Management
Single Point of Contact with a multi tier organization
providing support in a wide range of technical
specialties. Three tiers of support are under
consideration: Tier 1 – Immediate Response Team
(IRT), Tier 1.5 Ancillary Response Team, and Tier 2
Remote and Field Support (RFS).
Enterprise Service Portfolio
and Catalog
For Service Desk version 1.0, only retail service
catalog will be created. For escalation purposes, a
Problem and wholesales catalog will be created for the
NOC.
Design and implement a
suite of channels for service
engagement
Only phone and Service Catalog will be available.
Enterprise ETS portal
A landing page will be made available to end users
with the following attributes:
 Knowledge Management *
 Self Service Catalog
 Project Services *
 Event Notification
 WEB chatting *
 Social Media *
 Metrics *
 Branding
 ETS main portal
* Will not be available on Service Desk v1.0
Customer Satisfaction
Program
Survey program that will allow the measurement of
service effectiveness based on multiple variables.
Metrics and Reports
Develop a service catalog structure that will
accommodate measurement of services at different
levels and using multiple views to represent the data.
Formal Provisioning and Deprovisioning workflows
Preliminary workflows designed and to be discussed on
our next LSDC meeting.
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Identify and staff new model
The intent is to staff a model consisting of 3 tiers. Tier
2 will be fully staffed with the replacement hiring.
Commitment for 2 Tier 1 employees has been granted.
Tier 1.5 is still under discussion.
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3.2 Excluded

Version 1.0 of the Service Desk will not include a retail service portfolio or
catalog for Telecom. This will require the Telecom organization to transition to
ServiceNow and conduct a Service Assessment exercise.

The following channels of service engagement will not be part of version 1.0 of
the Service Desk:
o Web chatting
o Social media
o Email
o IVR

No Release or Change Management will be part of v1.0 of Service Desk.

On Service Desk V1.0, the Self-Service Portal is not dependent on the presence of
an ETS portal.

Warm transfers to Ancillary Response Team will be implemented in stage 2 of
this initiative.
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4 Deliverables
Deliverable
Responsible
Due Date
Approver
Rebranding of Organization
Manny Cintron
7/30/2014
IT Leadership
Enterprise Technology Service Center
The rebranding of the organization will serve the purpose of:
Customer Service orientation - Service + Center
Promotes a technology Single Point of Contact for the campus Enterprise + Technology + Center
Eliminates the Service Desk stigma
Blends both T1 and T2 into one common service. Something that amazing enough is allowed to happen too often, where a
demarcation is created between the services that one tier provides vs the other, resulting in two service groups (sometimes
with different agendas) rather than a cohesive team.
And last, it follows the ETS branding.
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Deliverable
Responsible
Due Date
Approver
Portals and End User Interface
Manny Cintron
10/21/2014
LSDC

The user experience will consist of 3 distinct Web pages: ETS Portal, Self Service Portal, End User Interface
1. ETS controlled portal will be designed to accommodate the following elements:
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Branding of page with ETS logo and information about department. Logo could provide link to an about page.
Event notification section utilize for announcements or news. This needs to be a banner/tickers, preferably with the
option of clicking on a particular scrolling link, which will redirect the user to a more detail page.
Referential Materials.
Web chatting *
Collaboration area *
Buttons or entry points to multiple areas of information/services. Layout needs to be designed.
 Knowledge Management *
 Self Service Portal (Service Catalog)
 Metrics
* Future implementations
2. The Self Service Portal will consist of one of the following two options:
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Subto pic 1
Pro s
A combination
of - "How can w e help you" search and
enumerated High Level s ervices.
Provides tw o m eth ods of req uesti ng services
Allows for th e education of h igh level services,
if th ey are used.
Hard war e vs. Sof tw are vs. Netw ork , etc.
Subtopic 3
Cons
The enu m arated services m ay need ex p lanati on
Hardware for issues with PC, Lapto p, Prin ter, etc. Software f or issues with VPN, Kro no s, etc.
Do we provid e h igh level or product level?
Subto pic 2
Subto pic 1
Produ ct level m ay result o n ~ 30 entr ies just to beg in with
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Subtopic 1
"How can we help you" search and a limited
number of services under each of the main categories
that can be expanded if requested to do so
Pros
Provides two entry points that can potentially
ex pedite the service request ex perience
Ex panded opti on provides the opportunity to only concentrate on one area
Simple and with options
Subtopic 3
Less education for the consum er
Cons
Not sure if the system can provide ex pansion functionality
and how will it look like on the screen
May require m ore maintenance to support order of services
Subtopic 2
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Subtopic 1
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
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Application Navigator with limited options, TBD.
The rest of the Content frame will be allocated as follows:

Knowledge Management access

Web Chat

List of open tickets under AEU
3. ServiceNow End User Interface:

This site will provide the following characteristics:
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Limited Application Navigator (To be defined at a later time)
Content
List of opened AEU tickets
Potentially others
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

Deliverable
Responsible
Due Date
Approver
SN Service Catalog
Manny Cintron
7/29/2014
LSDC
Structure of Service Catalog:
 High Level Service, i.e. Hardware Services, Software Services, Network Services
 Product, i.e. Desktop, Kronos, Corp Time
 Service Offering, i.e. Need new PC, Unable to Connect to Kronos, Unable to connect to Corp Time
Incident and Request Service Level Agreements will be based on Urgency and Impact and based on:
 Personal Service
 Group Service
 Department Service
 Following are samples of how SLAs in the form of priorities will be assigned based on the above combination:
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
Samples of how the SLAs will be assigned to priorities:

Standard elements that should be collected as part of every service request:
 Automatically Collected:
 AEU Name
 AEU email
 AEU Department
 AEU Computer Name
 AEU AD and or UCSBNetID *
 The following will be collected from requester of service:
 Location (drop down list?)
 Short Description of issue or request
 Long Description of issue or request
 Contact information (if not available in the system already)
It should be noted that some services will required the setup of required fields as part of the Incident, Request, or Problem forms.
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These will collect information specific to the service that will be provided. See Service Assessment and Operational Procedures
document for details.
It should also be noted that when requesting services through the Self-Service Portal, limited set of Urgency and Impact options
should be provided to the user, which will require modifications to the service intake process. Requests for critical services should be
requested by phone.
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Deliverable
Responsible
Due Date
Approver
SN Notifications
Manny Cintron
10/21/2014
LSDC
Three areas of notification have been identified:
Affected End User (AEU), ITIL User (1st, 2nd, 3rd tier) , and ITIL Manager.
Following are the type of notifications and the information that each notification should provide. Where applicable, name of AEU and
contact information should be included as well:
Type
Action
AEU
Creation of a ticket
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Ticket Number
Short Description of service
Date and Time of creation
SLA for response and resolution
Branding – How to contact the Service
Desk
Start of Work
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Ticket number
Short description of service
Date and time when work started
SLA for response and resolution
Branding – How to contact the Service
Desk
Resolution
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Ticket Number
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Short Description
Date and time of resolution
SLA for response and resolution (nice
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Elements
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Changes on SLAs
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ITIL Users
if we can say if we met them or not)
Advise AEU to validate ticket within
the next 48 to 72 hours
Advise AEU of survey
Branding – How to contact the Service
Desk
Ticket Number
Short Description
Advise AEU that SLAs have been
changed
New SLA
Original SLA
Date and Time of SLA change
Reason for change
Branding – How to contact the Service
Desk
SLA Warnings
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Ticket Number
½ time before breach
Short description
Time left before breach
SLA for response and resolution
SLA Breach
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Ticket Number
Short description
Date and time of breach
SLA for response and resolution
Ticket updates (By AEU)
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Ticket Number
Short Description
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ITIL
Manager
Advise ITIL user that ticket has been
updated by AEU
Date and Time of change
Update by AEU
SLA Warnings
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Ticket Number
1/4 time before breach
Short description
Time left before breach
SLA for response and resolution
Technician and group responsible for
service
SLA Breach
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Ticket Number
Short description
Date and time of breach
SLA for response and resolution
Technician and group responsible for
service
Changes on SLAs
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Ticket Number
Short Description
Advise AEU that SLAs have been
changed
New SLA
Original SLA
Date and Time of SLA change
Reason for change
Technician and group responsible for
service
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Queue Thresholds

Total tickets in queue opened and not
assigned
Survey responses below
acceptable thresholds
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Ticket number
Short description
Date and time ticket was created and
resolved
Technician or group that provided the
service
Responses to questions
Comments
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Ticket Number
Short Description
Response and Resolution SLA

AEU, VIP
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Deliverable
SN Call Center Interface
Responsible
Due Date
Approver
Manny Cintron
10/21/2014
Manny Cintron
Following characteristics must be available through this interface:
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The form must allow the quick creation of a ticket (Incident or request)
Employee search must be provided and will be based on caller’s last name or first name
When found, the following contact information needs to be available:
o Email Account
o Department
o Location
o Computer name?
o Contact information, i.e. Office phone number, alternate phone number, cell phone. Office number is a requirement, all
others optional.
Provide a list of opened tickets from caller
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Deliverable
SN Automation
Responsible
Due Date
Approver
Manny Cintron
10/21/2014
LSDC
Three (3) areas have been identified for automation purposes: Escalations, Routing, Process
Escalation
Type
Recipient
Based on service
Service Desk Manager
Based on type of
service and SLA
Technician of Group
Routing
Type
Recipient
Based on service
Technician or Group
Based on department
Technician or Group
Based AEU, i.e. VIP
Technician or Group
Process
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Type
Recipient
Closing of ticket after
48/72 hrs
All tickets in Resolved
status
Survey sent when
ticket is resolved
AEU
Survey with less than
75%
Service Desk Manager
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Deliverable
Responsible
Due Date
Approver
SN Reports
Manny Cintron
10/21/2014
Manny Cintron
The following are considered basic reports needed for the installment of the new support model. As the model matures, so will the
reports. Some of these reports should run as batch jobs daily, weekly, monthly, and yearly.
It is assumed that reports cab be run using any of the associated fields, i.e. MTTR report can be run based on service, or service and
department, or service and service group, etc.
Report
Elements
SLA
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Failed SLA and above
Report
Elements
Enterprise Technology Service Center Implementation Project -Draft
Report
Elements
Page 24
Survey Scores
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Per question
Per overall score
MTTR
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Service type (incident or
request)
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Elements
First Ticket Resolution
(Resolved within the SD)
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Elements
Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Tickets Resolved
Report
Report
Channel of service Engagement
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Per Service
Per Division
Per Business
Per Department
Service group
Per technician
Summary Report
Per Service
Per Division
Per Business
Per Department
Per Service Group
Per Technician
SLAs
MTTR
Overall Survey Score at any
of the Per..
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Deliverable
SN User IDs and Groups
Responsible
Manny Cintron
Due Date
10/21/2014
Manny Cintron
Groups are split into two categories:
Customer
Department
Service
Standard
eMail
Specialty
Audio Visual
Hardware
Software
Access Mgmt.
Network
Mobile
General
Telecom (*)
* Not to be part of the original inception of the Service Catalog
Enterprise Technology Service Center Implementation Project -Draft
Approver
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Deliverable
SN Survey Program
Responsible
Manny Cintron
Due Date
Approver
10/21/2014
LSDC
Survey Specifications
Process
Scoring
Ratio:
 1:1 first 3 months
 2:1 4-6 months
 3:1 7+ months
Questions:
 Courteousness and
Professional
 Knowledge
 Experience with request
process
 Satisfaction on
expediency
 Satisfaction on result
 Overall comments
1. Ticket status changed to
resolved and AEU notified

Completely Satisfied
= 100
2. After 48/72 hrs ticket
automatically closed

Satisfied = 75

Somewhat Satisfied =
50

Somewhat
Dissatisfied = -50

Dissatisfied = -75

Completely
Dissatisfied = -100

Not Applicable = 0
3. Survey is sent on only
completed tickets
4. If the average score of a filled
survey is less than 75, IT
management is notified
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Deliverable
SN ITIL User Interfaces
Responsible
Manny Cintron
Due Date
10/21/2014
Approver
Manny Cintron
Request - The following elements should be available through the interface.
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AEU
o As applicable, Pre-populated from Call Center or Service Catalog interface
Configuration Item = Service Category?
o High Level Service - As applicable, Pre-populated from Call Center or Service Catalog interface
Category
o Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Subcategory
o Service Offering
o As applicable, Pre-populated from Call Center or Service Catalog interface
Impact and Urgency
o See Service Catalog for details
Short Description
Opened
Opened by
Contact type
Assignment Group
Assigned to
Description
Additional comments
Work Notes
Close Code
Close By
Closed Date
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
Ticket State options
o New
o Active
o Resolved
o Waiting for User
o Waiting for Problem
o Closed?
Uncertain if we should have this options, since no technician should close a ticket
 Time Worked
Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.
May need to consider a [practical] alternative
Incident -The following elements should be available through the interface.

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AEU
o As applicable, Pre-populated from Call Center or Service Catalog interface
Configuration ITem = Service Category?
o High Level Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Category
o Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Subcategory
o Service Offering
o As applicable, Pre-populated from Call Center or Service Catalog interface
Impact and Urgency
o See Service Catalog for details
Short Description
Opened
Opened by
Contact type
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
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Assignment Group
Assigned to
Description
Additional comments
Work Notes
Close Code
Close By
Closed Date
Problem ticket
Ticket State options
o New
o Active
o Resolved
o Waiting for User
o Waiting for Problem
o Closed?
Uncertain if we should have this options, since no technician should close a ticket
Time Worked
Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.
May need to consider a [practical] alternative work around
Request - The following elements should be available through the interface.


Configuration ITem = Service Category?
o High Level Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
Category
o Service
o As applicable, Pre-populated from Call Center or Service Catalog interface
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
Subcategory
o Service Offering
o As applicable, Pre-populated from Call Center or Service Catalog interface
 Priority
 Short Description
 Opened
 Opened by
 Assignment Group
 Assigned to
 Description
 Additional comments
 Work Notes
 Close Code
 Close By
 Closed Date
 Ticket State options
o New
o Active
o Resolved
o Waiting for User
o Waiting for Problem
o Closed?
Uncertain if we should have this options, since no technician should close a ticket
Time Worked
Should start when the ticket status has been changed to Active? and stopped when status is changed to resolved.
May need to consider a [practical] alternative
Content - The following elements should be available through the interface.

ITIL User
o Application Navigator
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




Getting Started
 Shortcuts
o Personalize homepage?
o Service Catalog
o Self Service Portal
o Reports
o Knowledge Base
Incident Management
 Create new
 Assigned to me
 Open
 Open Unassigned
 Resolved
 Closed
 All
 Incident overview
o View only for group(s) that technician belongs?
Problem Management
 Create new
 Known Errors
 Open
 Pending
 All
 Problem Overview
Service Desk
 All
o Except
 My Approvals
 My Coaching History (For now)
Self Service
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o All



Except
 My HR Requests
 My Profile
 Take survey
 My assessments
Content Frame
 Scrollable lists
o Incidents assigned to me
o Requests assigned to me
o Incidents assigned to my group
o Requests assigned to my group
o Unassigned tickets
 Incident Summary
o Opened critical problems
o Breached SLA
 Ticker with Priority tickets
End User
o See CMS for details
o Application Navigator
 Getting Started
 Knowledge Base
 Help/Contact Us
 Contact Service Desk
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Deliverable
Provisioning & De-Provisioning
Responsible
Manny Cintron
Due Date
Approver
10/21/2014
LSDC
Narrative:
1. Library HR informs Dept. Head to
proceed with technical onboarding
2. Dept. Head submits service request
3. Two tickets are created simultaneously
– Service Desk (SD) and NOC (email)
4. SD assess network requirements and if
necessary creates ticket for NOC
5. NOC creates email and if necessary
addresses network needs
6. SD fulfills computer requirements and
if NOC tickets are solved, then closes
main ticket
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Narrative:
1. One of the following submits the
request (a standard needs to
define): HR or HR+Mgrs., Mgrs.
2. Upon submission of request, 1
main ticket to Service Desk (SD)
and 2 child tickets to NOC are
created
3. SD will assess equipment and
disabled AD and repurpose
appliance
4. NOC will address email
requirements and Aleph
5. Current manual process will
continue for UCSBNetID and
Bldg Access
6. Upon completion of all child,
main ticket will be resolved
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Deliverable
Ticket Management Workflow
Responsible
Manny Cintron
Enterprise Technology Service Center Implementation Project -Draft
Due Date
10/21/2014
Approver
LSDC
Page 37
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Deliverable
Responsible
Enterprise Technology Service Center Implementation Project -Draft
Due Date
Page 39
Approver
Service Catalog – Groups,
Products, and Service Offerings
Manny Cintron
Enterprise Technology Service Center Implementation Project -Draft
8/28/2014
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LSDC
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5 Major Milestones (Tasks)
List here key milestones (task that must be completed), task owner, and target dates agreed upon with the provider. i.e Service entry or
service category in Service Catalog or Service Desk respectively.
Milestone
Responsible
Target Begin Date
Activate Library IT Service Desk Committee
Manny Cintron
Service and Operational Assessment
Manny Cintron
09/04/2014
Develop Project Charter
Manny Cintron
8/11/2014
ServiceNow training
Manny Cintron
10/15/2014
Create Retail Service Catalog
Manny Cintron
11/15/2014
Develop procedures for ITIL processes
Manny Cintron
9/23/2014
Develop reports for SPs and business
Manny Cintron
11/15/2014
Specifications for phone and ServiceNow
Manny Cintron
8/26/2014
Configuration of Service Management tools
Manny Cintron
12/05/2014
Configuration of End User portal
Manny Cintron
11/30/2014
Pilot
LSDC
01/30/2014
GA
LSDC
02/02/2014
Enterprise Technology Service Center Implementation Project - Draft
5/07/2014
Target End Date
5/27/2014
Resource Assessment
Describe in this section Time of Effort (ToE) for preparation, expected volume of work that will be generated for the ITSC, estimate
ToE for the resolution of each service, and overall Man Hours.
5.1 Prep Work
Task
Length of
Task (Mins)
Estimated
Time of
Delivery
(Date)
No. of Resources Required
Ie. Will take 30 hours but needs to
be completed in 24 hrs = 2
resources
Total
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5.2 Ongoing Service
Client Facing Service Deliverable
Monthly
Estimate of
Tickets
ToE for
Each
Resolution
(Mins)
Monthly ToE
(Tickets * ToE(Mins)
(Based on a 7.5 work shift, how
many resources required.)
Total
Enterprise Technology Service Center Implementation Project -Draft
No. of Resources Required
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6 Service Fulfillment Recommendations
Describe in this section your recommendations based on the effort, time of deliverable, available bandwidth, and other nuances taking
place within the ITSC organization. Socialize these recommendations with all parties of interest.
Enterprise Technology Service Center Implementation Project - Draft
7 Appendix A – Service Portfolio and Service Catalog
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