Service Delivery Managers - Harvard University Information

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May 20, 2014
Service Owner
Workshop
Presented by:
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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

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