“Looking for IT answers? Browse our Service Catalogue.”
Denise Nahas, Kim Huynh, Xolani Ngwenya
June, 2008
Information Systems Technology
Customer Services (ICS)
McGill University
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Agenda for today
Our IT Organization
Why we needed a service catalogue
How we did it
Challenges
Maintenance and the future plans
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Who we are
McGill’s Information Systems and
Technology Customer Services group is
known simply as ICS.
ICS is the primary and first point of contact
for IT help and problem resolution
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Information Technology Services
Chief Information Officer
CIO Office
- CIO Communication
- Finance and IT contracts
- IT strategies
- Human resource management
Network and
Communications
Services
Information
Systems
Resources
- Infrastructure
- Telephony
- Enterprise systems
- Datacentre
- Data network and access
- Applications
- Database administration
- Business production
Information Systems
& Technology
Customer Services
- Service desk
- LAN administration
- Training
- Technical writing/
Communication
-PC support
-- Application Support
Content and
Collaboration
Solutions
Project
Management
Office
- Document management
- Web services
- Graphic and multimedia
design
- Learning technologies
- Major campus IT projects
- Methodologies
- Metrics and consolidated
reporting
Where ICS fits in the McGill IT structure
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
WHY WE NEEDED A SERVICE
CATALOGUE
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
What we had
Multiple, overlapping web sites with
redundant and/or outdated information.
A partial listing of services.
Had a mandate to create a unified
website.
First generation of the unified website
evolved into a simple reference page.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Where we needed to go
One collective IT voice to communicate
our services to end-users.
One view
One model :“one stop shop”.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Service Catalogue
The catalogue needed to meet the following
criteria:
– Clear defined scope
• A portfolio of service categories with details on all relevant
and related services.
– Efficient & Effective
• Speaks the user language; names of services, how to access
and how to get help for these services.
• Consistent (service description template, standards, styles)
• Easily retrievable;
– Navigate through groups of service categories and the index of
services
– Search the Knowledge Base
• Trusted sources of information; reliable and available
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Service Description Template
Our service description template in the
catalogue consists of the following elements:
–
–
–
–
–
–
Name of the service and description
Who can obtain the service
How to obtain the service
How much it costs to obtain the service
Availability – when and where
FAQs, Best Practices, Training and
Documentation
– How to get support for the service
– Feedback for the service description
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
IT Services Page
A one-stop shop for all IT services
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
What it took and how we did it
DESIGN, DEVELOPMENT AND
IMPLEMENTATION
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
The conception
Obtained buy-in from the CIO and IT
Directors to shut down the individual
web pages and to move to a unique
webpage that will be based on the
service catalogue model.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Leadership and vision
ICS Director championed the cause
–Laid out the vision of what our
service catalogue should entail,
how it will be accessed and how it
is going to benefit the organization.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Service Catalogue Team
In-house project team formulated in
May 2007
–Team comprised of ICS Senior
Manager, Technical Lead
Developer, 3 Service Desk
Consultants and 3 Technical
Writers.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
The design guidelines
Defined services from an end-user
perspective.
An actionable service catalogue, not just a
static listing of services.
Capture customer experience feedback to
make sure their needs are met.
Ensure consistency in the service delivery.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Early stages of development
Service catalogue team had to
educate themselves on what a
service consists of.
Researched what other Universities
had both in content and presentation.
Critiqued various service catalogues
to build a suitable model.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Taking inventory
Inventoried services housed in different
IT web pages, current and outdated.
Listed all services in an Excel
spreadsheet.
Created a template to satisfy our service
description structure.
Created a standards document with
guidelines for content and styles.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Consultations
Posted the service list to a Wiki page
in a SharePoint site.
Identified various service owners for
cross-functional involvement.
Reviewed and refined the services
with the service owners.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
The final stages
The Web Service Group designed the
main IT page.
The service catalogue team planned the
transition of information from the various
IT web pages to the service catalogue.
Presented the service offerings and
catalogue to a focus group and
incorporated their feedback.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Challenges
Delays in acquiring information.
Service owners have to sign off on the final
representation of the services - A MUST.
Some services fit in more than one category.
Our template changed throughout the course
of the project.
Maintaining multiple information sources
while they co-existed.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Looking into the future
MAINTENANCE AND THE
NEXT STEPS
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Maintaining the content
The Content
(Refers to the Categories and the Service Descriptions)
– Service owners are responsible for communicating
changes.
– Technical writers and the Senior Manager decide what
constitutes a service and its appropriate categorization.
– Capture and analyze feedback in order to evaluate our
decisions on the service names and information.
– Annual audit of all service descriptions: service owners
review and confirm the accuracy of the information.
22
Maintaining the appearance
Technical writers drive changes by:
• Analyzing feedback from users and IT members.
• Prototyping suggested changes.
• Presenting to the service catalogue team for
feedback, implementing changes.
Next Steps…
Based on user requests, incrementally add
IT services not offered centrally.
Continue promoting the www.mcgill.ca/it to
the McGill Community.
Create views to the catalogue for students
and staff through the portal.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
To conclude
Placing the service catalogue at the heart of
the IT web site and the knowledgebase :
– Our ticket tracking system was redesigned to
follow the service catalogue categories.
– Our Service Level Agreements have been
rewritten to point to the catalogue.
– It has enhanced the communication and
improved the delivery and measurement of the
services.
• From designing the service to delivering it.
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Questions?
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Download this presentation from our web site at:
http://www.mcgill.ca/ics/conferences/canheit-2008
THANK YOU FOR ATTENDING
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
A comparison of IT Services WebPages
Same IT Services, different views on separate pages
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
A static listing of
Services incomplete
Useful but not actionable in this
state
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
IT Page, its early form
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
SharePoint Wiki Page View
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
Ticketing System Categories
Old classification
The new look, aligned to
the Service Catalogue
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary
New SLA format
CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary