Our Journey to a Shared Virtual Service Desk (289132714)

8/20/2019 Our Journey to a Shared Virtual Service Desk (289132714)

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Our Journey to aVirtual Shared

Service Desk



Christy Long

Director, ITS Services and Solutions

Mark Staub

Manager for Service Delivery, ITS Services and Solutions

Cristol Gregory

IT Project Manager, Penn State IT Transformation Program

Our Journey to aVirtual Shared Service Desk




Description

How a large, decentralized,

multi-campus, research

institution approached, and isimplementing a Shared Virtual

Service Desk to create

efficiencies, improve decision

making, and support higher

education's global mission.

Outcomes

! Understand the strategicimportance of a Shared VirtualService Desk

! Learn a collaborative approachto help your institution (ororganization) adopt new waysof working

!

Identify strategies to help yourinstitution (or organization)navigate implementing aShared Virtual Service Desk



Identify

Collaborators

Largest Cost-recovery Unit’s Service Desk

! Outreach (and Online Learning)Information Technologies

! ~60 Staff, 24/7

! Most ITSM maturity

Largest Provider of Centralized Services

! Information Technology Services

! ~600 Full time staff, 24/7

College Support Provider

! Smeal College of BusinessResearch, Instruction and InformationTechnology

!

~30 Full-time Staff

Large Campus Service Desk

! Penn State Harrisburg InformationTechnology Service Desk

! ~20 Full and part-time Staff

Small Campus Service Desk

!

Penn State York Service Desk

! ~4 Full-time Staff




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Developing the

Processes

Start with a Baseline

• ITIL best practice

•

Policy, Process, andShared Procedure

Documents

Refine

•

3-day workshop sessions

• Representatives from each

early adopting unit

Review

• IT Community Peer Review

• Delphi method

•

3 rounds



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Providing

Support Service Management Office

! Ongoing OperationalSupport

! Process Ownership

! Auditing Compliance

! Document Repository

! Tool and Process Training

! Long-term Dev/Ops

IT Transformation Team! Transitional Project-phase

Support

! Communications

!

Tool and Process Training

! Tool Development Framework

! Business and Strategy

Analysis







ReapingBenefits

!

End users haveseamless andpredictable interactions

with IT

!

Decision makers have

data to be able to makeresource decisions

!

Service providers see

improved efficiency,transparency andcollaboration




Developingwith Agile ! Quick startup

! Scrum Dev Process

! Keeps requirements inthe voice of thesubmitters

!

Additive adjustmentswith each grouponboarded



IT TransformationProcesses

Process,Tool and

Adoption

Incident Management 93%Change Management 93%

Service Catalog Management 93%

Service Request Fulfillment 92%

Knowledge Management 58%

Problem Management 53%

% Complete 80%


Viewing the

Current

State




ContinualLearning

!

Remove “current state” from

development discussion

!

Initial releases are about 80%effective

!

Expect constant refinement aseach user-group matures

!

Choosing a tool first helps givestructure to processconversation

!

Strong involvement andunderstanding by leadership is

crucial

!

You get slower before you get

faster

!

“Less is more” when it comes totool development

!

Frequently set expectations at

all levels

!

Implementation and operations

phase are concurrent




Handouts

Incident Management primer Change Management primer Request Fulfillment primer

Service Catalog Management primer Service Owner primer Service Manager primer Process Owner primer Process Manager primer Process Liaison primer

Dive Deeper

http://smo.psu.edu