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8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 1/23
Shoes for the Cobbler’s ChildrenChallenges for Today’s ITSM Program
Deanna Burns, Yale University • Ricardo Chavira, Aptris • Karen Van Dusen, Carnegie Mellon University
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 2/23
Sharing our respective
journeys and lessons learned
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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Yale’s ITSM Journey
New CIO
2 Projects kicked off• Organizational adoption of
ITIL processes
• Stand up an ITSM solution
(ServiceNow)
•
Define an ITSM roadmap
2011
Decision to re-implement
ServiceNow
2014
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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CMU’s ITSM Journey
New CIO
2012
New president
2013
Central IT reporting
moves from Provostto CFO
2014
Increased!
•
Financial Constraint
• Organizational Maturity
• ITSM Adoption in Higher Ed
CIO mandate:
“We need to take aservice-based
approach”
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 5/23
We already know how to do this!
• Everyone has an ERP System
• Why do we do ERP?• Need modern tools• Be more customer-focused
• Establish comprehensive processes
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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HR gets ERP systems
Finance gets ERP systems
Who gets ERP?
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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What about IT?Isn't ITSM the ERP for IT?
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 9/23
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 10/23
What makes an ERP work?Executive leadership & support
Resources
Partners
Process first, then tool
Keep your eye on the value
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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What makes an ERP work?
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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Leadership needs to• Define clear drivers and goals• Educate the business on value to ITSM program
•
Deliver consistent and constant communications,messaging
• Assign the right resources
• Manage organization change, governance• Celebrate successes
Executive Leadership & Support
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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Resources – startup and
ongoing!
Who do youneed?
Managechanges
and
patches
Credibilityin
organization
Manage itlike a
project
and a
service!
Skills sets
HINT: your higher-edpeers already know what it
takes to do this
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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ITSM Tool (ServiceNow) Governance
ServiceNow SteeringSenior Director for Client Services (IT)Senior Director for Infrastructure (IT)
Director for Finance (IT)IT Portfolios Associate Director
Customer representativesITSM Program Manager (Facilitator)
ServiceNow Process Cohort Chair, ServiceNow Product Owner (1 FTE)Operations Coordinator for ServiceNow (see below)
Tech Lead (see below)
Process Owners (.1 - .2 FTE each) Assoc Director for Client Operations (Incident)
Assoc Director for Unified Communications (Problem)Senior Manager, Comm/Doc (Knowledge)
Asst Director, Identity Services (Request) Assoc Director, IT Portfolios (Service Catalog)
Manager, CMUWorks Service Center(HR Case)
S t r a t e g i c
T a c t i c a l
• Approves ServiceNow
implementation roadmap
(updated quarterly)
• Resolves issues that are
escalated
• Prioritizes improvement
initiatives, including ServiceNow
enhancements, across processes
• Ensures integration across
processes
• Forum for sharing process owner
experiences and lessons learned
• Meets weekly or on an as needed
basis
Accountable to
Provides requirements to
• Performs changes based
on the direction of the
ITSM Process Cohort
T e c h n i c a l
ExtendedSMT (ESMT)
Inputfrom
ServiceNowAdvisory
Users Group
(SNAUG)
Inputfrom
Support
Analyst (.5 FTE)
Analyst (.75 FTE) Analyst (.25 FTE)
Sys Admin
Sys Admin (.8 FTE)
Sys Admin (backup)
Development
Tech Lead (.2 FTE)
Developer (.5 FTE)Developer (.5 FTE)
ScrumMaster (.2 FTE)
ServiceNow ERP Operations
ServiceNow Operations Coordinator (1 FTE)
9/3/2015
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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Process first, then tool!
• You are likely mergingprocesses for multiple groups
• Critical to agree on process to
avoid tool re-work
• Start with a best-practice
strawman
Facilitation is key – use ITSMexpertise, but remember it’s
YOUR PROCESS
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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What do you need to meet your goals?How will you know when you get there?
Don’t stop too short to achieve ROI
And know when you’ve invested enough
Keep Your Eye on the Value
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 19/23
Congratulations – you are a
Service Owner
ITSMService
Management
DefineMetrics
Pilot NewProcesses
ImproveService
RoleModel
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
http://slidepdf.com/reader/full/shoes-for-the-cobblers-children-challenges-for-todays-itsm-program 20/23
Summary
ITSM = ERP for IT Executive
Leadership &Support
Resources
Consulting Partners Process first,then tool
Value
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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Thanks!
Contact us at:
Deanna Burns [email protected]
Ricardo Chavira [email protected]
Karen Van Dusen [email protected]
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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ResourcesEDUCAUSE ITIL CG
ITIL Constituent Group
www.educause.edu/
discuss — Search “ITIL” –click “[ITIL]”
itSFM Higher Education COI
itSMF USA - Higher Ed SIG
(LinkedIn group)
www.itsmfusa.org ->
“Community” -> “Communityof Interest Groups” -> “Higher
Education Community of
Interest”
Sign up at:[email protected]
Higher Education collaborativeresource for ServiceNow
groups.google.com/group/snow-
higher-ed
Google Groups mailing list for
ServiceNow higher education
customers (no vendors please).
Topics range from ServiceNowimplementation and adoption
strategies in higher ed tonetworking/planning for events like
ServiceNow’s Knowledge
conferences.
8/20/2019 Shoes for the Cobbler's Children: Challenges for Today's ITSM Program (287813782)
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