IT Service Management at Cardiff University Andrew Coleman,

IT Service Management at Cardiff University Andrew Coleman,

IT Service Management at Cardiff University Andrew Coleman, Head of IT Service Management ITSM - Where we fit into the structure? Director Director of of University University IT IT David David Edwards Edwards Assistant

Assistant Director Director of of Service Service and and Operations Operations Owen Owen Hadall Hadall IT IT Service Service Desk Desk Paul

Paul Bailey Bailey Change Change & & Release Release Jenny Jenny Brister Brister IT IT Service Service Management Management

Andy Andy Coleman Coleman ITSM Duties Service Service Introduction Introduction High/Major/Security High/Major/Security Incident Incident Management Management

Problem Problem Ticket Ticket Management Management Service Service Decommissioning Decommissioning IT Service Management Escalation

Escalation & & Complaint Complaint Management Management IT IT Service Service Definitions Definitions & & Catalogue Catalogue

Availability Availability & & Performance Performance Management Management Requirements Requirements Capture Capture & & Service Service Improvement Improvement

IT Service Management at Cardiff University IT Service Catalogue The IT Service Catalogue At the heart of everything we do What makes it into the IT Catalogue do you list everything ? Our solution 2 catalogues : A Customer Services Catalogue A Technical (Backend)

Catalogue What makes it into the Customer Service Catalogue ? Can a (non-IT) member of staff or student phone the Service Desk and ask for it ? If yes, it goes in the Service Catalogue! What makes it into the Customer Service Catalogue ? Is it something that the customer.. doesnt see, cant request, but is essential in provisioning or

underpinning the customer service If yes, it goes in the Technical Catalogue! Within our IT Service Desk Software Will be differentiated at Level 0 : TechCat -> Data Centre Services -> Cooling BusCat -> Communications & Collaboration -> Email & Calendar Advantages of this approach Calls can be opened in terms of impact to the customer (e.g. Printing), but closed in terms technical component

(e.g. Firewall) Self service portal customers will only see items they can request Allows appropriate and targeted reporting (Customer & Technical reports) e.g. Technical Catalogue Identity Management e.g. Component

Service Catalogue Configuration Management Database e.g. Managed Database Services Access Management ADFS eDirectory - ACACIA Cluster Services

IDWeb DNS Oracle IDMan DB Shibboleth LDAP eDirectory - POBLOGI Active Directory - ADD Active Directory - ID DirSync eDirectory - JCCS e.g. Config Item

IDMan mnscdbc21 zedir21 x Many PP40-DC-ICX661048POE IT Service Catalogue the customer view Highly searchable content to aid discoverability (intranet) Fully detailed service descriptions

Part of formal Service Level Agreements Files: IT Service Catalgoue v1.7 BLS SLA IT Service Catalogue the customer view Each service has been classified in terms of importance, which dictates support and response times IT Service Catalogue the IT view Each Service has agreed Service Requests (>900 of them) Each Service Request has a target KPI

Each Service Request has an agreed first resolver team Each first resolver team is coded into Service desk Each Service has an agreed Service Manager & Deputy, Technical Lead & Deputy and an agreed Business Owner Files: IT Service Catalogue - SR Timings - v1.7 Common Services vs Managed Services (Direct vs Indirect) University IT Estates

Common Services Provided directly by University IT Email Query Staff, Students, Visitors Common Services vs Managed Services (Direct vs Indirect) University IT Estates Door Access Query

(New ID Card) Staff, Students, Visitors Common Services vs Managed Services (Direct vs Indirect) IT Component Query (Printer not working) Estates University IT Managed Services IT Infrastructure

and Support provided by IT Door Access Query (New ID Card) Staff, Students, Visitors but service itself is provided by another department Common Services vs Managed Services (Direct vs Indirect)

IT Service Management at Cardiff University Service Reporting Customer Reporting Management Reporting IT Service Management at Cardiff University Requirements & Service Improvement Review & respond in 10 working days

IT Service Catalogue Email to LCRs Email to School Managers Intranet Requirements Routing - Workflow Hold No Reqt Enough

info? P&P - PMO S&O Service Desk [ Relevant Technical Team ] Project Pipeline Service Request IT Work Request No Yes

Current service? Yes Yes Yes Service request? Change request?

No No Service Improvement S&O Service Management ITSM - Where we fit into the structure? Questions ? Andy Coleman, Head of IT Service Management

Recently Viewed Presentations

  • Using Data for Continuous School Improvement 2014 Fall

    Using Data for Continuous School Improvement 2014 Fall

    FOCUSED ACTS OF IMPROVEMENT. The vision of the school which is created from what we expect students to know and be able to do, values and beliefs of the staff, and the purpose and mission of the school, must be...
  • Metas: 1) I can write about logical order

    Metas: 1) I can write about logical order

    Skeletons are everywhere, from tissue-paper scenes to tiny plastic toys, from cardboard puppets to ceramic sculptures, from posters to paper mache. This skeleton theme extends to the day's food and treats.
  • New Technology and Old Requirements; What Needs To

    New Technology and Old Requirements; What Needs To

    Current threshold that must be met in USPAP's Standard 2 for all reports is to "not mislead".Is this the correct threshold to have all appraisal reports adhere to? What if "Appraiser John stated that he produced a biased, low-ball appraised...
  • Cranial Nerves Sanjaya Adikari Department of Anatomy 12

    Cranial Nerves Sanjaya Adikari Department of Anatomy 12

    Branchialmotor nucleus (Nucleus ambiguus) supplies pharyngeal constrictors. Visceral motor nucleus (Dorsal motor nucleus of vagus) supplies muscles of heart, bronchi, oesophagus, stomach and intestines. Visceral sensory nucleus. VS from larynx, heart, lung… goes to nucleus of tractussolitarius. GSS goes to...
  • CS 179: GPU Programming Lecture 11 / Homework

    CS 179: GPU Programming Lecture 11 / Homework

    Alternate BFS algorithm. New sequential pseudocode: Input: Va, Ea, source (graph in "compact adjacency list" format) Create frontier (F), visited array (X), cost array (C)
  • Kỹ Năng Phản Hồi

    Kỹ Năng Phản Hồi

    Kỹ Năng Phản Hồi Reflecting skills Theo Motivational Interviewing Phản hồi là gì? Phản hồi là gì? "Phản hồi là nói lại bằng từ ngữ của mình hoặc nhắc lại lời của thân chủ một cách cô động hay làm...
  • Flexible Thermal Protection System Development for Hypersonic Inflatable

    Flexible Thermal Protection System Development for Hypersonic Inflatable

    LCAT - Huels arc heater. 18" and 27" cathodes with secondary air and12" mixing section. Heat flux range 5-150 W/cm2. Surface pressure range 1-9 kPa
  • Complexity & Formality as Features of Academic Writing

    Complexity & Formality as Features of Academic Writing

    Written English generally has a much denser pattern of words, it is more lexically dense. If we define lexical density as the number of content words in a clause, then written English has a higher lexical density than spoken English...