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www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Implementing a University Wide IT Service Management Tool
Ashton Mossop
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
About me
15 years experience in IT, primarily in Client Support. Worked for state & local government, IBM and have been in the University Sector since 2005. Interests:
• Process Improvement • User Experience • Web Design (the look & feel part) • Creative Writing • According to my staff: Making bad jokes
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
About QUT
Originally founded in 1849 as the Brisbane School of Arts, the Queensland University of Technology (QUT) is a highly successful Australian university with an applied emphasis in courses and research. Based in Brisbane, we have 4,500 staff, 47,000 students and an annual budget of over AU$800 million. We have two major campuses and several smaller sites.
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Service Providers
QUT’s Information Technology is delivered to the clients by two different areas with distinct portfolios: Information Technology Services
Learning Environments and Technology Services
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
QUT IT Support
Remote Support
Onsite
Central Labs
Desktop Admin
Application Support
Faculty IT
Networks Comms
Research Support
Printing
Digital Signage
Student Services
* Items shown are only a sample of the 60 teams we have
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
The issue
In a university environment with competing agendas, priorities, attitudes, work patterns, work styles…where to begin?
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Our previous solution
• 7 year old tool designed to be ITIL v2 compatible • Could not be upgraded past the version it was on • Only worked on Windows • Was not Windows 7 compatible (Win8 on the way) • Low interest and active avoidance from service teams • Some people were very stuck in their ways • Using Problem module for “Project work” • Poor self service interface • Shoehorned incident module to do billing • General usability issues • Performance issues • Reporting issues
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
“A lot of times, people don’t know what they want until you show it to them.”
Steve Jobs “I don't know the key to success, but the key to failure is trying to please everybody.”
Bill Cosby “People may not know what they do want….but they certainly know what they don’t. Just ask them…”
Ashton Mossop
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Market Scan
Requirements: • All modules for all the ITIL v3 processes • Concurrent licensing model • On premises Installation • Good self service interface • Link to our identify management system for user info • Fast response time • Link to our phone system • Work on non windows computers • Mobile interface • Intuitive interface
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Top 3 challenges
• Entering data quickly and easily • Finding / exporting data for reporting • Enabling end users to log jobs
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Reporting
• Reporting performed outside the tool on an enterprise reporting platform
• Not everyone had permission to create reports • Required specialist knowledge to create the reports • Nobody to train you in how understand the database and
how to make the reports • Searching in the tool either difficult or simply didn’t work • Of the ~50 standard reports created by those with the
know-how, only 5 were used frequently.
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
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www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
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www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Categorisation
• We had a 4 layer deep categorisation for Incidents which gave 578 combinations for classifying a ticket
• In an 8 month period, over 80% of the available combinations, had less than 20 tickets logged
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
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s Bu
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s Sys
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rver
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ning
+ T
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ing
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rver
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each
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s Co
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Supp
ort
Com
putin
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t Le
arni
ng +
Tea
chin
g Sy
stem
s Le
arni
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Tea
chin
g Sy
stem
s Le
arni
ng +
Tea
chin
g Sy
stem
s Le
arni
ng +
Tea
chin
g Sy
stem
s Tr
aini
ng S
uppo
rt
Com
putin
g Su
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t
Categorisation Jan – Aug 2013
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
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each
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yste
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Lear
ning
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each
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ems
Una
ble
to C
lass
ify
Com
putin
g Su
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Web
Sup
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Com
putin
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ppor
t
Top 80%
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Categorisation
What this meant was: • we had multiple ways to classify some things and no way
to classify others • The structure was too complex • It took a while to identify how to classify a ticket
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Proposed Solution
• Replace existing tool • Create a Reporting Coordinator role • Critically look at the previously provided reports and if necessary
make them more useful - most weren’t actual “reports” • Flatten the classification structure
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Expected Response
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Result
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Our approach
• Replace our existing tool • Train the trainer approach for Analysts • Emphasis on T1 & T2 usability • Enabled our users to find the data in the tool negating a lot of the
needs for reports • Create a Request Fulfillment Process Manager role • Populate Service Catalogue with Request Offerings • Create a Reporting Coordinator role • Flatten the classification structure 4 deep down to 2.
Now only (78 possible combinations) – 11 services – 8 categories under each
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
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Self Service Uptake
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Self Service
Incident
Service Request
Approvals
Tasks
Problem
Reporting
Change
Service Level Management
Config
Knowledge
Release
Voice
Survey Modules
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Self Service
Incident
Service Request
Approvals
Tasks
Problem
Reporting
Change
Service Level Management
Config
Knowledge
Release
Voice
Survey 2013 (Go live)
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Self Service
Incident
Service Request
Approvals
Tasks
Problem
Reporting
Change
Service Level Management
Config
Knowledge
Release
Voice
Survey 2014
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Self Service
Incident
Service Request
Approvals
Tasks
Problem
Reporting
Change
Service Level Management
Config
Knowledge
Release
Voice
Survey 2015 (planned)
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
Lessons learned
• Be careful not to swing too far in the opposite direction • Train the trainer only works if they “want to” • Identify what you “need” to report on before you begin
the reporting journey • Volume vs Quality: Instead of reports, opt for Business
Intelligence
www.ithelpdesk.qut.edu.au
L E A R N I N G E N V I R O N M E N T S A N D T E C H N O L O G Y S E R V I C E S
After thoughts
• New tool “can” renew interest in IT Service Management
• New tool can be a good opportunity to implement process improvement
• Challenge “it’s always been done that way”