1

2

That’s the way we’ve always done it

Yeah, but we’re different

IT Service Management Building a Service Oriented

Culture

3UCCSC August 4, 2014

Multiple points of contact

Lack of transparency between IT

units

BARRIERS TO A SERVICE ORIENTED CULTURE

4

Redundant ITSM Tools

Lack of standardized

process

THE FOUNDATION

Service Journey

5

• It’s about your customer, not your organization

• We continue to operate independently, but share process and create a consistent look & feel

• Make informed decisions (research)

• We aren’t replacing tools

Our Journey

6

• How it began

• ServiceNow governance model

• Communications and branding

• Service Desk “reimagined”

• From a tool to a program

• Questions?

In the Beginning…

7

Quico Gonzalez Day Job: Operations Manager

Moonlighting as: Phase 1 Scrum Master

Baby Steps

8

ServiceNow Governance

9

Minor Rojas Day Job: Business Process AnalystMoonlighting as: Phase 2 Scrum

Master

ServiceNow Governance

A virtual service model brings together common

elements found in disparate IT centers into one, service

focused, way of working

10

Create shared resources

Community involvement

Transparency

Incremental change / improvement

Use generally accepted good practices (GAGP)

Agile not Fragile

GUIDING PRINCIPLES

11

ServiceNow Governance

ServiceNow Governance

• Administrative and Resource

Management

• College of Engineering

• Humanities, Arts and Cultural

Studies

• Information and Educational

Technology

• Office of the Chancellor Provost

• School of Education

• School of Law

PARTICIPANTS

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Get organized firstEstablish shared principles

Use common processes and toolsKnow your service provider’s needs

Know your customersBe agile not fragile

GAGP should guide you ( not think for you )

ServiceNow Governance

LEARNINGS

13

Communications and Branding

14

Ahna HellerDay Job: Communications AnalystMoonlighting as: Service Catalog

Manager

15

If we don’t define ourselves...

Others will do it for us

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17

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• Establish consensus on mission and values• Establish language consistency that

reflects mission and values• Establish visual consistency - a graphical

“look and feel”

LEARNINGS

Apply all of the above to program elements so customers know who you are and what you do and that

all the pieces of the ITSM puzzle fit together!

Service Operations

19

Caryn DeMouraDay Job: Software Licensing

Moonlighting as: Service Desk Lead

Service Operations

IT EXPRESS • Initial point of contact for

Campus

• certified

• Improved incident resolution

rate

• Improved Communications

• Integrated Student Support 20

Service Operations

21

Courtesy & Respect Technical Skills/ Knowledge

Timely response Resolution Overall Experience4

4.1

4.2

4.3

4.4

4.5

4.6

4.7IT Express Survey Analysis by Affiliate (2012-2013)

Faculty Staff

Student

Aver

age

Scor

e (1

-5) p

er Q

uesti

n by

Affi

liate

Service Operations

STUDENT SUPPORT• Prepare for the Chancellor’s

2020 vision

• Helps reach students and their

needs

• They guide us through: • Feedback• Focus groups • Student perspectives

• Driven by the common mission and values adapted to their group

22

From a Tool to a Program

23

Anita NicholsDay Job: Client Services Manager

Moonlighting as: ITSM Program Lead

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”IET is demonstrating that they are changing their method of service delivery from ‘look what we built,

want to use it?’ to ‘let’s work together to find the best solutions for our customers.” - Ken Jones,

UC Davis, College of Engineering, IT Service Manager