newcastle university itil® case study - axelos webinar

AXELOS.com

12th March 2015

Webinar: Newcastle

University Case Study

About Sharon

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• Around 30-years experience in IT in a diverse range of organisations

• ITIL V2 service manager then ‘bridged’ to V3; PRINCE2® practitioner

• Joined Newcastle University in April 2011

Our ITIL Journey (So Far…)

Sharon Mossman

March 2015

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• Member of the Russell Group, an association of 24 of the UK’s leading research universities

• We have over 23,000 students and over 5,500 staff

• Our main teaching and research activities take place in Newcastle, with campuses also in Malaysia and Singapore

• We are a civic university, with three societal challenge themes supported by our research

– Ageing

– Social Renewal

– Sustainability

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Newcastle University

Newcastle University

Our Vision and Mission We aim to be a world-class, research-intensive

university, to deliver teaching and learning

of the highest quality, and to play a leading

role in the economic, social and cultural

development of the North East of England.

‘Our vision is of Newcastle as a civic university with a global reputation for academic excellence.’

The IT Service

Our Service

Around 220 people,

central and distributed

(faculty-based) IT teams

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I’m responsible for managing….

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• IT Service Desk - full first-line IT support service via telephone, email and online contact methods;

• Cluster Room Support (CRS) team - first-line face-to-face support and some email support for students and staff;

• Service Process team - developing, supporting and embedding ITIL® processes and maintaining the ITSM system.

Why ITIL?

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ITIL’s ‘common-sense’ framework addresses what to do, but most appealing is its adaptability to suit the organisation

‘Adopt and Adapt’

Our challenges

• By 2011, the IT department had already made some efforts to adopt some ITIL processes

– Simple Incident and Major Incident management processes in place

– Draft service catalogue, categories in the existing ITSM tool

• But we were missing opportunities to learn from our experiences, and improve management of services

• The main IT process challenge was controlling IT changes

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Where to start?

• Assess ITSM process maturity

• Launch the Service Catalogue

• Introduce the concept of IT Service ownership

• Review and improve the Major Incident management process

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And then…

• Replaced the ITSM system

• Introduced customer self-service

• Introduced new methods of measuring customer satisfaction

• Introduced new ITIL processes

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Some benefits

• The new Major Incident process

– Getting people together to talk about service-related issues, improving communication and instilling a service-oriented culture

• More transparency around service provision

– Change planning and visibility

– Metrics and reporting

• Common terminology really helps in a support context

• Improve the quality of service provision to our customers, evidenced by recently being awarded Service Desk Institute certification at 3-star level

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Are we done, then?

In a word…

NO!

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What next?

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The sky’s the limit!

…or is it?

Potential pitfalls to avoid or mitigate

1. Resistance to change

2. Lack of leadership support

3. Trying to do too much, too soon

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I’d recommend…

DO:

• Engage early with the people who will be working with and within the processes; consult and include them in process development decision-making wherever possible

• Communicate (use a RACI model)

• Set out the planned benefits (ROI) for each stage and ensure you review to show how well they’ve been achieved; use this information to inform next stage planning and to celebrate success

• Work with the culture of the organisation (not against it)

• Review and improve – it’s never finished.

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I’d recommend…

DON’T:

• Don’t do it all at once – find the biggest pain points and try to address those first

• Don’t aim for perfection – do the best possible within a defined timescale, then improve

• Don’t be afraid to ask for help – there are so many resources and forums, lots of help and support available

• Don’t be daunted if something doesn’t work – there’s usually another way

• Don’t be a slave to the book – take advantage of ‘adopt and adapt’ and make it work for your organisation.

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Thank You

Any Questions?

Sharon.Mossman@newcastle.ac.uk

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Next Webinar:

ITIL and the Cloud with Mark O’Loughlin 16th April 2015, 2pm GMT