Slides from the Service Ownership Workshop May 17 2013

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May 17, 2013
Service Owners
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Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Request Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 2
Introductions
Name
Role
How would you describe the Service Owner role?
How much do you know about ITIL?
Introductions
© Third Sky, Inc. 2013 – Service Owner Session
Slide 3
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Request Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 4
What is ITIL?
Information Technology Infrastructure Library
Set of 5 books. Each book is a stage
in the Service Lifecycle.
Internationally adopted framework
for Service Management
Why is ITIL so successful?
• High-quality consistent results from
consistent processes
• Stop fire-fighting and become more
proactive
• Best practice. Don’t need to reinvent
the wheel
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 5
Service Lifecycle
SERVICE DESIGN
Design Coordination
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
Continuity Management
Information Security Management
Supplier Management
Continual
Service
Improvement
SERVICE TRANSITION
Transition Planning & Support
Change Management
Service Asset and Configuration
Management
Release and Deployment
Management
Validation and Testing
Change Evaluation
Knowledge Management
Service
Transition
Service
Strategy
Service
Design
Service
Operation
SERVICE STRATEGY
Strategy Management
Service Portfolio Management
Financial Management
Demand Management
Business Relationship Management
SERVICE OPERATION
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
CONTINUAL SERVICE IMPROVEMENT
7-Step Improvement Process
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 6
Key Process Integration Points
Knowledge Management
Request
Fulfillment
Incident
Management
Problem
Management
Change
Management
Configuration Management
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 7
What is a Service?
Services are a means of delivering value to customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.
A service is not …
Best Practices
• A specific application or technology
• An activity that one particular IT team performs
• The act of provisioning
• “request for a new server” is not a service
• “server management” or “application
hosting” is a service
© Third Sky, Inc. 2013 – Service Owner Session
Slide 8
Expanding on End-to-End
End-to-end doesn’t just describe the “Service to Application to Infrastructure” stack.
It also describes all the activities/stages in the Service Lifecycle
• Strategy
• Design
• Implement / Transition
• Operations
• Continuous Improvement
A service includes …
Applications
Infrastructure
Application
Development
Support
Operations
Application
Maintenance
Engineering
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 9
What is a Service Owner?
Accountable for a specific service within an organization
independent of where the underpinning technology
components, processes or professional capabilities reside.
Accountable for all stages in the Service Lifecycle
•
•
•
•
•
Strategy
Design
Transition
Operations
Continuous Improvement
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 10
Email Service Owner (Example)
The Email Service Owner is accountable for the delivery and quality of service across the IT organization.
Note: the dotted line communication structure.
Email Service
Owner
Service Desk
VP/CIO
IT
Operations
Monitor email
virus threats
I.T. Security
Exchange
Team
Handle email
incidents and
service requests
from end-users
Best Practices
Monitors servers, installs
patches, configures
ActiveDirectory, etc.
© Third Sky, Inc. 2013 – Service Owner Session
Slide 11
Key Service Management Roles
Service Management
Business Relationship Service Level
Management
Management
Process Owner
Process Owner
Business Relationship
Manager #1
Customer 2
Customer 3
Customer 4
Best Practices
Business Relationship
Manager #2
Service Catalog
Customer 1
Incident
Process
Owner
Email Service
Owner
Email Service
Sales Automation
Service Owner
Sales Automation
Problem Change
Process Process
Owner
Owner
Database Administration
Service Owner
Database Administration
Server Management
Service Owner
Server Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 12
Sample Service Owner Responsibilities across
the Service Lifecycle
SERVICE DESIGN
• Ensure their service is up to date in
the service catalog
• Design the following:
Continual
• Service solution
Service
• Management systems and tools
Improvement
• Technical & management
architecture
• Processes required
• Measurement methods &
metrics
• Ensure service satisfies
requirements such as
• Availability
• Capacity
• Continuity
• Security
Service
Design
SERVICE STRATEGY
• Define strategy & roadmap
for their service
• Understand the customer’s
service requirements
• Manage financial aspects of
their service
Best Practices
SERVICE TRANSITION
• Participate in Change
Management
• Stakeholders in projects for
their service
• Ensures appropriate groups
are maintaining the CMDB
for their service
• Ensure knowledge capture
and knowledge transfer
Service
Transition
Service
Strategy
Service
Operation
CONTINUAL SERVICE IMPROVEMENT
• Reviews reports to ensure service level
objectives are met
• Recommend, prioritize and drive
improvements
© Third Sky, Inc. 2013 – Service Owner Session
SERVICE OPERATION
• Ensure monitoring & control
is established
• Understand Incident trends
and provide oversight for
Major Incidents
• Oversee Problem
Management for their service
• Enable the submission of
service requests & the
fulfillment of request
Slide 13
Why is the Service Owner Role important?
Manage the end-to-end service as perceived by the
customer
• As opposed to just managing the individual components of the service
Provide a single-point of accountability
• Avoid finger-pointing
Avoid breakdowns between Service Lifecycle stages
Ensure service is delivered consistently across the
organization
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 14
Discussion Questions
Service Owners and a Director/Manager of the
team
• Are they the same or different? Why?
Service Owners and Practice Managers
• Are they the same or different? Why?
• If Practice Managers are Service Owners, what additional responsibilities
do they have?
Best Practices
© Third Sky, Inc. 2013 – Service Owner Session
Slide 15
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Request Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 16
HUIT Service Catalog
Service Catalog
© Third Sky, Inc. 2013 – Service Owner Session
Slide 17
Services Owners and the Service Catalog
Service Owners are accountable for their
• Service Descriptions in the Service Catalog
• Links to content related to their Service Descriptions
Review your Service Description at least once a year
Need to make changes? Contact
• Simon Pride
spride@fas.harvard.edu
617 496 3980
OR
• itsm@harvard.edu
Service Catalog
© Third Sky, Inc. 2013 – Service Owner Session
Slide 18
SLAs, OLAs and UCs
Organizational Partner
(Customer)
Service Level Agreement (SLA)
HUIT
IT Team
IT Team
Operational Level
Agreement (OLA)
Underpinning Contract (UC)
Supplier
SLAs and OLAs
© Third Sky, Inc. 2013 – Service Owner Session
Slide 19
Service Owners and SLAs/OLAs
Service Owners, in the future, will be accountable for
Understanding the organizational partner’s
(customer’s) Service Level requirements
Defining, negotiating and agreeing on the SLA/OLA
with their organizational partner (customer)
Ensuring OLAs and UCs align with their SLA
Ensuring reports are produced that measure SLA
achievements
Analyze reports and identify opportunities to improve
their service (and execute service improvement plans)
SLAs and OLAs
© Third Sky, Inc. 2013 – Service Owner Session
Slide 20
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Request Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 21
Change Management Process is Changing
Revised Change Management process part of Change
Management launch in ServiceNow in October
Change Requesters self-identify impacted services
In the future, this could be automated by the CMDB
Service Owners setup approvers to review Changes that impact
their services
Change Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 22
Types of Changes
Type of Change
Approval Process
Standard Change
(none)
Pre-approved. Has a SOP.
Normal Change – Low Risk
Assignment Group Manager
Impacted Services that want to review Low Risk changes
Others as requested
Normal Change – Medium Risk
Assignment Group Manager
Impacted Services that want to review Medium Risk changes
CAB approves online
Others as requested
Normal Change – High Risk
Assignment Group Manager
Impacted Services
CAB reviews in CAB meeting
Others as requested
Major Change Proposal
Senior Leadership
Emergency Change
Emergency CAB
Risk is determined by scope, impact and probability.
Change Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 23
Service Owners are Accountable for
Standard Changes
• Define SOPs for Standard Changes
• Get Standard Changes pre-approved through Change
Management
Normal – Low Risk
Changes
• If you want someone to review low risk changes that
might impact your service, identify an approver
Normal – Medium
Risk Changes
• If you want someone to review medium risk changes
that might impact your service, identify an approver
Normal – High Risk
Changes
• You must identify an approver to review high risk
changes that might impact your service
Change Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 24
Change Approver Responsibilities
Must approve in
a timely manner
“No response” is
considered
approval
If Change is not
approved, need
to describe “why”
Change Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 25
Service Owners and Knowledge Management
Service Owners are accountable for
Ensuring knowledge is captured and transferred
from design/transition team to operation team
Ensuring the following types of knowledge is
create
• Troubleshooting checklist for first line
• Knowledge articles for common solutions, known errors,
work-arounds, etc.
• Knowledge articles for end-users, e.g. FAQs
Knowledge Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 26
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Requests Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 27
Service Owners and Incident Management
Service Owners are Accountable for
Ensuring Incident Service, Service Component and
Categorization is up-to-date
Ensuring Incidents are being resolved in a timely manner
for their service
Ensuring On-Call / Escalation Paths are up-to-date
Analyzing Incident reports for their service and
determining how to improve their service
Incident Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 28
Service Owners and Problem Management
Problem Management is coming soon.
Service Owners will be accountable for
Ensuring teams are working towards reducing the number of
Incidents and/or reducing the impact of Incidents
Prioritizing Problem Management activities for their service
Ensuring work-arounds and known errors are being
documented
If there is appropriate business justification, ensuring Problems
are fixed
Problem Management
© Third Sky, Inc. 2013 – Service Owner Session
Slide 29
Service Owners and Request Fulfillment
Browse a
Catalog of
Requests
Complete
Online Form
Approval
Workflow
Fulfillment
Workflow
Different types of request catalogs:
• Request Center
• Used by IT and selected partners to make
structured request from HUIT teams, e.g.
‐ New server
Incrementally being
built now
‐ New database
‐ Copy database
• Employee Self-Service
• End user computing requests
Request Fulfillment
© Third Sky, Inc. 2013 – Service Owner Session
Coming in the future
Slide 30
Service Owners and Request Fulfillment
Service Owners are Accountable for
Identify who should work with the ITSM team to design
the structured requests
Ensure that representatives from the fulfillment teams are
participating in testing, and the fulfillment teams are
participating in training
Ensure that requesters receive communication and
training (if necessary) when the structured requests are
ready in ServiceNow
Request Fulfillment
© Third Sky, Inc. 2013 – Service Owner Session
Slide 31
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Requests Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 32
7-Step Improvement Process
Continual Service Improvement
© Third Sky, Inc. 2013 – Service Owner Session
Slide 33
ServiceNow Reporting Capabilities
Incident
Request
Change
Continual Service Improvement
• # of tickets
• Mean time to restore
• Ticket aging
• SLA achievements
• # of requests
• Mean time to fulfill each type of request
• Request aging
• # of changes
• % of successful changes
• Change calendar
© Third Sky, Inc. 2013 – Service Owner Session
Slide 34
Discussion
What types of additional reporting do you need to manage your
service?
• <To be completed in session>
Continual Service Improvement
© Third Sky, Inc. 2013 – Service Owner Session
Slide 35
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Requests Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 36
Discussion
What help do you need to be successful service owners?
•
•
•
•
•
•
•
•
•
•
•
Templates and samples
Authority
Automated reports
Senior management support
Engagement model
Educating client
Being plugged in early
Shared understanding of what is a service order
Automated ticket creating and routing
Service owner “user group”
Define best practices
Service Owner Program
© Third Sky, Inc. 2013 – Service Owner Session
Slide 37
Discussion
What help do you need to be successful service owners?
•
•
•
•
•
•
•
•
•
•
•
•
Authority
Education
Service dependencies
Right resources to deliver the service
Keep services up to date / governance process
Up to date documentation and knowledge base
Service Portfolio Management
Senior Management backing and enforcement
Shared responsibility across organization
Trust between service owners
Accountability
Service owner “user group”
Service Owner Program
© Third Sky, Inc. 2013 – Service Owner Session
Slide 38
Discussion
If we hold regular Service Owner meetings:
• How frequent should these meetings be?
‐ Once a month
• What should be covered in the meetings?
‐ Get on same page
‐ Compile issues and concerns ahead of time
‐ Sub service / categorization
‐ Feedback from senior management
‐ Case studies / ITIL model
‐ Service catalog / service definition
Service Owner Program
© Third Sky, Inc. 2013 – Service Owner Session
Slide 39
Discussion
If we hold regular Service Owner meetings:
• How frequent should these meetings be?
‐ Quarterly major; monthly minor
• What should be covered in the meetings?
‐ Rationalizing services and service owners
‐ Customer experience
‐ Continuing definition of services
‐ Mapping resources to budget cycle
Service Owner Program
© Third Sky, Inc. 2013 – Service Owner Session
Slide 40
Agenda
Introductions
Service Operations
• Incident Management
Best Practices and the Service Owner
Role
• Problem Management
• Requests Fulfillment
Continual Service Improvement
Service Design
• Reporting
• Service Catalog
• SLAs and OLAs
Creating an Effective Service Owner
Program
Service Transition
• Change Management
• Knowledge Management
Agenda
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 41
Questions & Answers
Thank you for attending!
Slides will be posted on http://_______
If you have questions, please email itsm@harvard.edu
Questions & Answers
© Third Sky, Inc. 2013 – Service Owner Session
Slide 42
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