SESSION 105
Monday, November 2, 10:15am - 11:15am
Track: Industry Insights
We Are the Service Management Office at Penn State
John Williams
Director of Service Management Office, Penn State University
JWilliams@psu.edu
Session Description
Join the director of Penn State’s service management office (SMO) as he recounts the eighteen-month
journey of creating the SMO and working with the “IT Transformation Team” on the phased adoption of
eleven ITSM processes across five units. Attendees will be taken from inception to the current
implementation of the SMO, and discover the lessons learned, inevitable mishaps, revelations, and
ultimate benefits (Experience Level: Intermediate)
Speaker Background
John Williams is currently the director of the service management office at Penn State University. After
serving as a data systems officer in the US Marine Corps, John was employed as a computer security
analyst working on federal government contracts. He joined Penn State University in the mid-1990s,
where he ran the administrative computing support center, which later merged with other units over
time to form Penn State’s IT service desk.
We Are…the Service Management
Office at…Penn State
John Williams
Director of Service Management
Office
The Pennsylvania State
University
Penn State University (2014 stats)
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Founded in 1855
24 Campuses (18 Colleges)
Penn State World Campus
17,000 Faculty and Staff
95,973 Students
126,450 Applications
174,379 Alumni Association Members
Penn State IT
• 64 IT Units
Applied Research Lab
Auxiliary and Business Services
College of Agricultural Sciences
Office of Human Resources
Penn State Greater Allegheny
Penn State Harrisburg
Office of Physical Plant
Penn State Hazleton
College of Arts and Architecture
Office of Sponsored Programs
Penn State Hershey Medical Center
College of Communications
Office of Student Aid
Penn State Lehigh Valley
College of Education
Office of the Bursar
Penn State Mont Alto
College of Engineering
Office of the President
Penn State New Kensington
College of Health and Human Development
Office of the VP for Academic Affairs
Penn State Schuylkill
College of Information Sciences and Technology
Office of the VP for Educational Equity
Penn State Shenango Valley
Computer Science and Engineering
Office of VP for Commonwealth Campuses
Penn State Wilkes-Barre
Development & Alumni Relations
Office of VP for IT
Penn State Worthington Scranton
Dickinson School of Law
Outreach Information Technology
Penn State York
Earth & Mineral Sciences
Penn State Abington
Registrar's Office
Eberly College of Science
Penn State Altoona
Schreyer Honors College
Graduate School
Penn State Beaver
Smeal College of Business
Information Technology Services
Penn State Berks
Student Affairs
Intercollegiate Athletics
Penn State Brandywine
Undergraduate Education
Penn State Brandywine
University Budget Office
Internal Audits
Penn State DuBois
University Health Services
Liberal Arts
Office of Corporate Controller
Penn State Erie - Behrend
University Libraries
Penn State Fayette - Eberly
University Outreach
Office of Global Programs
Penn State Great Valley
University Relations
Penn State IT
• 8 ITS Sub-Units
– AIS
– DC
– IdS
– SaS
– SOS
– TLT
– TNS
– VP for ITS/ITComm/ITPlanning/HR
Penn State IT
• IT Leadership Council
• Each Unit had it’s own Helpdesk
• ITS ran a central Service Desk
– Core services
– General computing questions
– Knowledge Base
– 24/7 operation
– 300,000 tickets a year
IT at Penn State
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Central Core Services
Decentralized IT
Large Ship????
Armada
Information Technology
Transformation (ITX)
The Penn State Service Management
Program
Starting Point
• Evaluation
• Report
• Plan
ITX Plan
Process Workshops
The Who…
Representation
Organization
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Process Managers
Service Desk Managers
Operation Center Managers
Network Services Managers
Compute Services Managers
Storage Services Managers
Application Services
Managers
• Data Services Managers
• Pilot
– Outreach
• Adopters
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ITS
Smeal
Harrisburg
York
Process Workshops
The What…
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Incident
Change
Service Request
Service Catalog
Service Portfolio
Project Portfolio
Resource Portfolio
Problem
Knowledge
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Purpose
Value
Scope
Priority
Targets
Types
Categories
Roles and Responsibilities
Policy
Process
Procedures
State and Status
Key Performance Indicators
Process Workshops
The When…
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January 28–30:
February 11–13:
February 25–27:
March 11–13:
March 25–27:
April 8–10:
Portfolio
• April 22–24:
• May 6–8:
• May 20–22:
• Tuesday, Wednesday,
Incident
Thursday
Change
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10:00 a.m. to 2:00
Service Request
p.m. Eastern
Service Catalog • Lunch is included
Service Portfolio
Project
Talent Portfolio
Problem
Knowledge
Additional workshops
have been planned
beyond the pilot for
early adopters
Process Workshops
The Why…
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It’s about the journey not just the destination
Guiding document
Auditable documentation
Input into training
Business requirements for tools and reporting
• Workshop
Process Workshops
The How…
– KEEP IT SIMPLE
• 30,000 Foot Level…Brevity not War and Peace
– Facilitated walkthrough documentation
– Open discussion
– Red-line the document
• Assigning a Technical Writer
• It’s NOT about hyphens and semi-colons
– Action Item list and parking lot list
• Schedule follow-up breakout sessions for deep dive discussion
• Reviews
– Distribute PDF
– Incorporate feedback
– Obtain ITLC, ITSCollab, and Vice Provost for IT approval
Tool Workshops
• RFP
– Collaborative Effort
– Criteria Spreadsheet
• Cloud-based Software as a Service
– Must not look like ITS-Owned.
ITX Team
• Members
• Meetings
• Documents
Scrum Process
• Product Owners
– Process Owners
– Process Managers
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Stories
Releases
Sprints
Daily Stand-ups
New Process
New Process
+ Collaborative Model
+ New Tool
+ Consultant Help
__________________
Difficult time ahead
Where does the Service Management Office fit?
From Here to There
• Office of Administrative Systems
– Administrative Computing Security Office
• Access and Security Representatives
– AIS Support Center
Consulting and Support Services
• Access and Accounts
– AIS Support Center
– Computer Accounts Office
• User Services (IT Service Desk)
– Access and Accounts
– Helpdesk
– Angel Helpdesk
– Lab Consulting Group
Numbers
July 2012 – June 2013
• IT Service Desk
– 309,891 Issues
• 190,000 Jira
• Lab Consulting
– LabMan
– Lab Central
– Lab Chat
I Had To Change
• "How does one become a butterfly? You
must want to fly so much that you are willing
to give up being a caterpillar."
~Trina Paulus
Service Management Office
(SMO)
SMO Vision
• Service Management Program Plan
– Spells out general responsibilities
– Not really anything to rally around
• We Are…Penn State!!!
– Ensuring Unity in Diversity
• But not Borg!!!
Maturity Levels
• Each Unit had a different Maturity Level
• Sub-units of larger units had different
Maturity Levels
• Different sections of Sub-units had different
Maturity Levels
• Focus on/Trust the Process
• Be patient
Communications??
• What to communicate
– Everything
– Tie back to Program Goals
• When to communicate
– Early
• How to communicate
How to Communicate
• Golden Rule
• How?
– Website: http://smo.psu.edu
– Yammer
– Email
• How often?
• Ask
• Same for appreciation.
Authentication to Tool
• InCommon
• Vendor agreed to meet specifications
• Fought over specifics due to other educational
institutions signing a waiver (Encrypted
Transfer of specific signature elements)
• Two-Factor Authentication
• Domain must be PSU.EDU or owned by PSU.
What is a Service?????
• Start out with a catalog??
• Incident/Change Management
• Maturity
– Baby Steps
• Pros and Cons
Incident Management
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Created a temporary list to direct
Did not have Services defined.
Would have done Service Catalog with IM/CM
Assignment Groups were too narrow
Implementation of process in tool left some
holes
• Gaming of system
Change Process
• Change 1.0
– Needed to know the document
– Gaming of the system
• Change 2.0
– Tool controlled the process better
– Closed holes
• Change 3.0
– What’s next?
Service Level Agreements
• SLA or SLA
• Without a Service Catalog??
• What has to be in effect?
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Service Catalog
Incident Management
Problem Management
Change Management
Request Fulfillment
Knowledge Management
Service Catalog
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Service Definitions
Service Category
Business Service
Service Offering
• Educause Higher Education IT Service Catalog
model
Request Fulfillment
• Unstructured Request handled through IM
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Structured Request
Must be in Service Catalog
Phased approach
Units wanted very complex Request
Simplify (KISS) – Reuse Workflows
Problem Management
• Open default module in tool
• Only pockets of maturity
• Need for relationship with other processes
Knowledge Management
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Created Knowledge Template
Distributed before releasing KM
Assigning responsibility
Service Owners??
What’s Left?
• Service Portfolio
• Project Portfolio
• Resource Portfolio
• Project Management
• Service Asset and Configuration Management
User Experience
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Was all across the board
“White Glove” support some places
Basic support other places
Certain Helpdesks wanted to answer
everything
• Access to systems was not uniform
• Policies were vague
One Service Desk?!?
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Virtual Service Desk
But that’s how my people know me.
Start out where ever you are.
Mount Nittany
Protect your Central Desk
Dealing with Senior Leadership
• Know who you are dealing with.
– Get their attention
– What is in it for me?
• Show them the benefit
– Dashboard
– Reports
• No one technique will work with all
– Technical
– Emotional
Baselines?
• When to measure.
– Data wasn’t clean at the start.
– How to handle certain data.
– Cycles of the University
• Measuring apples against oranges.
– Tickets vs Incidents/Request/Changes/Problems
– What’s our ROI?
• Maturity
Training
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Scrum Masters
Roles
Process Owners
Process Managers
Service Desk
Dev Ops
Facilitators
SMO Moving Forward
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Service Design Plan
Branding
Communications Plan
Open House
Speaking at Unit Meetings
Reviewing the Business Value
Conclusion
Questions????
Thank you for attending this
session.
Please don’t forget to complete an
evaluation form!