Click to edit Master title style May 20, 2014 Service Owner Workshop Presented by: ITIL©isisaaRegistered Registered Trade TradeMark Markof ofthe theCabinet CabinetOffice. Office. ITIL© All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted by any means, electronic, mechanical, photographic or otherwise without the prior written permission of the copyright owner. No patent liability withTrade respect to the the information ITIL® is isa assumed Registered Mark of use the of Cabinet Office. contained herein. While every precaution has been taken in the preparation of this publication the copyright holder cannot be held liable for damages caused by use of the information contained herein. Agenda Introductions Process Improvement Service Owners and Service Delivery Manager Troubleshooting Guide Homework Agenda © Third Sky, Inc. 2013 – Service Owner Session Slide 2 Some ways Service Owners support HUIT Values include … Values Service Owner responsibilities User-focus • Ensure services are providing value for users • Look for ways to evolve the service based on user needs • Deliver a positive customer service experience with empathy Collaboration • With users and other stakeholders • With virtual teams • With process owners Innovative Drive the strategy for the service based on • Understanding the technology landscape • Proactively seek better solutions • Feedback from users Open • Promote the service offerings • Communicate at all levels, i.e. from strategy to operations • Reporting service level achievements Chapter Name © Third Sky, Inc. 2013 – Service Owner Session Slide 3 Introductions Name What Service(s) do you own? Introductions © Third Sky, Inc. 2013 – Service Owner Session Slide 4 Consistent Practice with ServiceNow We’ve made GREAT progress with Snow Thank you! Next: Focus on consistent and best practices http://huit.harvard.edu/incident-management-best-practices ❖ Managers and teams can help by: • Reviewing their group’s tickets and reports • Communicating feedback to Queue Managers • Sending opportunities for improvement to ITSM for After Action Reviews Service Owners and Service Delivery Managers Service Owner • Aligned with the toplevel in the Services tree • Focuses on Service Strategy, Design and Continual Improvement, i.e. big picture • Accountable for coordination across the second-level Services in the Service tree BSO vs SDMs Service Delivery Manager • Aligned with the secondlevel in the Services tree • Focuses on Service Transition, Operations and Continual Improvement, e.g. detailed oriented • Responsible for the delivery of the Service defined at the secondlevel © Third Sky, Inc. 2013 – Service Owner Session Slide 6 Level of Focus Relationship between Roles Service Owner Strategy BSO vs SDMs Service Delivery Manager Design Transition © Third Sky, Inc. 2013 – Service Owner Session Operations Slide 7 Service Owners for all types of Service User Business services Email Service Owners Server Hosting Technical Services Chapter Name Service Delivery Managers Service Owners Service Delivery Managers © Third Sky, Inc. 2013 – Service Owner Session Storage Service Owners Service Delivery Managers Slide 8 Exercise Describe the nature of the responsibility for each role. Activity Establishing service level targets Approver in Change Process Looking for trends and patterns in Incident Management Communication to customers during a Major Incident Requirements gathering Vendor management Continual improvement BSO vs SDMs Service Owner Responsibility Service Delivery Manager Responsibility Accountable Consulted Responsible for High Risk Changes Responsible Responsible Responsible Important to decide who is the Important to decide who is the communicator communicator High-level requirements Detailed requirements / enhancements Accountable Responsible Customer feedback User feedback © Third Sky, Inc. 2013 – Service Owner Session Slide 9 Service Artifacts Strategic IT Leadership Service Handbook User Tactical Service Catalog Service Definition Service Owners Help Center Reps Run Book Operational Troubleshooting Guides Service Delivery Managers SOPs Sys Admins Engineers 10 KPIs vs Metrics Metrics • Service metrics • Process metrics • Technology metrics KPIs • Most important metrics for measuring outcomes Chapter Name © Third Sky, Inc. 2013 – Service Owner Session Slide 11 Core Service Troubleshooting Guide One per service. Starts as a Word document but turned into a Knowledge Article. Audience is the Service Desk. Describes Major Outage communication process. Provides key areas that the first line should troubleshoot • Keep it to less than 10 • Can reference other articles Assignment to second or third line • What information needs to be captured before escalation • Who to escalate to? Service Handbook © Third Sky, Inc. 2013 – Service Owner Session Slide 12 Next Steps Let’s review template together. Homework: complete guide by April 30, 2014 Next meeting: late May / early June. Service Handbook © Third Sky, Inc. 2013 – Service Owner Session Slide 13 Appendix Chapter Name © Third Sky, Inc. 2013 – Service Owner Session Slide 14 RACI Matrix Example (Generic Infrastructure) Service Owner ITSM A C C C C C C C C A R R R R R R R R Incident mgmt A R R R R R R R R Major Incident A R R R R R R R R Problem mgmt Strategic Communication MI communications Chg M communications A R R R R R R R R A R R C C C R/C C C A R R C C C R/C C C A R R C C C R/C C C Strategic direction Change Mangement ICAPS Windows Unix DBA Network Storage Operations R = responsible – doers / execution A = accountable – only one person can be accountable C = consulted – two-way communication I = informed – one-way communication Chapter Name © Third Sky, Inc. 2013 – Service Owner Session Slide 15