IT Best Practices (ITBP) Project Lisa Tomalty, [email protected] Information Systems and Technology Agenda • • • • • • • • Project Introduction Project Scope IT service operations What is ITIL? Benefits ITBP Team members Proposed Approach/Timeline More Information Processes…. • IT Crowd…… the importance of talking about processes Project Introduction • Review and make recommendations related to IT service processes and procedures • Review what is working well and what needs improvement • Investigate ITIL concepts, processes and suggestions • Apply ITIL and possibly other methodologies as appropriate • Opportunity to do things better Project Scope • First Phase – Service operations processes – Change management – Knowledge management (initially focusing on knowledge base) • Second Phase – Continual Service Improvement processes – Service catalogue – Advise on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) IT Service Operations • Service Desk (Help desk) processes (currently all done in RT) – Incident Management – Problem Management – Request Fulfillment – Access Management – Event Management What is ITIL?-1 • ITIL can be thought of as an ‘instruction manual’ for effective IT Service – Information Technology Infrastructure Library – You can take the parts of it that you need • Framework of “suggestions” and suggested processes for managing IT services • Customer focused – Focus on providing the value to customers What is ITIL?-2 • Provides approaches/models/etc. – E.g. Continual Service Improvement (CSI) • Validated across many other organizations • Non-prescriptive (can use parts)–”ITIL-lite” Gartner snippet… • ITIL – A collection of books, abstract high-level descriptive guidance • People do not “do” ITIL – They should do their processes in support of the business #watitis2013 Benefits • Improved client satisfaction through a more professional approach to service delivery* • Improved IT services through the knowledge of proven best practice processes and common terminology • Increased competence, capability and productivity of IT staff* • Improved systems/ applications availability* • Greater visibility of IT assets* • Improved collaboration/communication between IT groups *Reference ITBP Team members Lead: Lisa Tomalty (IST) IST-Enterprise Systems: Bill Baer AHS: Terry Stewart IST-IS: Dave Kibble Arts: Keith McGowan CECA: Celeste Horne IST-ITMS: Daspina Fefekos IST-NS: Steve Bourque CEL: Dave Bean IST-Security: Jason Testart CSCF: TBA Eng: Steph Sempson IST-Security: Mike Paterson ENV: Mary Burden IST-TIS: Martin Timmerman Housing/IST: Cheryl Skingley IST-TIS: Manfred Grisebach IST- Manager Policies/Standards: Shawn Winnington-Ball IST-TIS: Jennifer Matheson ENG-Mech Eng: Mike Willson Library: Andrew McAlorum IST-CS: Peggy Day MFCF: Eric Buller Science: Kate Wood Proposed Approach/Timeline • Timeline: October 2013 – August 2014 • Approach – Campus wide project – Sub groups to focus on specific processes – Consultations with other Canadian universities – Connection to RT4 Implementation Project – Communication and training will be key More Information • Please contact Lisa Tomalty, [email protected], x35873 for more information or to discuss this project. • IT Best Practices project • Thank you!!