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That’s the way we’ve always done it
Yeah, but we’re different
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IT Service Management
Building a Service Oriented Culture
UCCSC August 4, 2014
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BARRIERS TO A SERVICE ORIENTED CULTURE
Lack of
standardized
process
Multiple
points of
contact
Redundant
ITSM Tools
Lack of
transparency
between IT
units
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Service Journey
THE FOUNDATION
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It’s about your customer, not your organization
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We continue to operate independently, but share
process and create a consistent look & feel
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Make informed decisions (research)
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We aren’t replacing tools
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Our Journey
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How it began
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ServiceNow governance model
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Communications and branding
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Service Desk “reimagined”
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From a tool to a program
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Questions?
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In the Beginning…
Quico Gonzalez
Day Job: Operations Manager
Moonlighting as: Phase 1 Scrum Master
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Baby Steps
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ServiceNow Governance
Minor Rojas
Day Job: Business Process Analyst
Moonlighting as: Phase 2 Scrum Master
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ServiceNow Governance
A virtual service model
brings together common
elements found in disparate
IT centers into one, service
focused, way of working
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ServiceNow Governance
GUIDING PRINCIPLES
Create shared resources
Community involvement
Transparency
Incremental change / improvement
Use generally accepted good practices (GAGP)
Agile not Fragile
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ServiceNow Governance
PARTICIPANTS
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Administrative and Resource Management
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College of Engineering
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Humanities, Arts and Cultural Studies
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Information and Educational Technology
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Office of the Chancellor Provost
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School of Education
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School of Law
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ServiceNow Governance
LEARNINGS
Get organized first
Establish shared principles
Use common processes and tools
Know your service provider’s needs
Know your customers
Be agile not fragile
GAGP should guide you ( not think for you )
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Communications and Branding
Ahna Heller
Day Job: Communications Analyst
Moonlighting as: Service Catalog Manager
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If we don’t define
ourselves...
Others will do it for us
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LEARNINGS
• Establish consensus on mission and values
• Establish language consistency that reflects
mission and values
• Establish visual consistency - a graphical “look
and feel”
Apply all of the above to program elements so customers know
who you are and what you do and that all the pieces of the ITSM
puzzle fit together!
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Service Operations
Caryn DeMoura
Day Job: Software Licensing
Moonlighting as: Service Desk Lead
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Service Operations
IT EXPRESS
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Initial point of contact for Campus
certified
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Improved incident resolution rate
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Improved Communications
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Integrated Student Support
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Service Operations
IT Express Survey Analysis by Affiliate (2012-2013)
Average Score (1-5) per Questin by Affiliate
4.7
4.6
4.5
Faculty
4.4
4.3
Staff
4.2
Student
4.1
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Courtesy & Respect
Technical Skills/
Knowledge
Timely response
Resolution
Overall Experience
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Service Operations
STUDENT SUPPORT
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Prepare for the Chancellor’s 2020
vision
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Helps reach students and their needs
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They guide us through:
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Feedback
Focus groups
Student perspectives
Driven by the common mission and
values adapted to their group
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From a Tool to a Program
Anita Nichols
Day Job: Client Services Manager
Moonlighting as: ITSM Program Lead
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”IET is demonstrating that they are
changing their method of service delivery
from ‘look what we built, want to use it?’
to ‘let’s work together to find the best
solutions for our customers.” - Ken
Jones, UC Davis, College of
Engineering, IT Service Manager
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