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 [email protected]

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 State University Penn State University (2014 stats)

• Founded in 1855 • 24 Campuses (18 Colleges) • • 17,000 Faculty and Staff • 95,973 Students • 126,450 Applications • 174,379 Alumni Association Members

Penn State IT • 64 IT Units Penn State Greater Allegheny Applied Research Lab Office of Human Resources Auxiliary and Business Services Office of Physical Plant College of Agricultural Sciences College of Arts and Architecture Office of Sponsored Programs Penn State Hershey Medical Center College of Communications Office of Student Aid College of Education Office of the Bursar College of Engineering Office of the President Penn State New Kensington College of Health and Human Development Office of the VP for Academic Affairs College of Information Sciences and Technology Office of the VP for Educational Equity 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 Earth & Mineral Sciences Registrar's Office Eberly College of Science Graduate School Smeal College of Business Information Technology Services Student Affairs Intercollegiate Athletics Undergraduate Education Penn State Brandywine University Budget Office Internal Audits Penn State DuBois University Health Services Liberal Arts Penn State Erie - Behrend University Libraries Office of Corporate Controller - 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

• 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… Organization Representation

• Process Managers • Pilot • Service Desk Managers – Outreach • Operation Center Managers • Adopters • Network Services Managers • Compute Services Managers – ITS • Storage Services Managers – Smeal • Application Services – Harrisburg Managers – York • Data Services Managers

Process Workshops The What… • Incident • Purpose • Value • Change • Scope • Service Request • Priority • Targets • Service Catalog • Types • Service Portfolio • Categories • Roles and Responsibilities • Project Portfolio • Policy • Resource Portfolio • Process • Procedures • Problem • State and Status • Knowledge • Key Performance Indicators

Process Workshops The When… • January 28–30: Incident • Tuesday, Wednesday, • February 11–13: Change Thursday • 10:00 a.m. to 2:00 • February 25–27: Service Request p.m. Eastern • March 11–13: Service Catalog • Lunch is included • March 25–27: Service Portfolio • April 8–10: Project Portfolio • April 22–24: Talent Portfolio Additional workshops • May 6–8: Problem have been planned • May 20–22: Knowledge beyond the pilot for early adopters

Process Workshops The Why…

• It’s about the journey not just the destination • Guiding document • Auditable documentation • Input into training • Business requirements for tools and reporting

Process Workshops The How… • Workshop – 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 • 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

• 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? • Service Catalog • Incident Management • Problem Management • Change Management • Request Fulfillment • Knowledge Management

Service Catalog

• Service Definitions • Service Category • Business Service • Service Offering

• Educause Higher Education IT Service Catalog model Request Fulfillment

• Unstructured Request handled through IM

• 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

• 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

• 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?!?

• Virtual Service Desk • But that’s how my people know me. • Start out where ever you are. • • 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

• Scrum Masters • Roles • Process Owners • Process Managers • Service Desk • Dev Ops • Facilitators

SMO Moving Forward

• Service Design Plan • Branding • Communications Plan • Open House • Speaking at Unit Meetings • Reviewing the Business Value Conclusion

Questions???? Thank you for attending this session.

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