ITSM + PPM: Evolution in Higher Education IT Management (213777948)

8/12/2019 ITSM + PPM: Evolution in Higher Education IT Management (213777948)

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Exploration:

ITSM + PPM Evolution in

IT Management



Goals

» Understanding of related trends in higher education

» Group identification of key benefits

» Group identification of common roadblocks

» Explore solutions to common roadblocks via shared

experiences



Agenda

» Exploration of ITSM + PPM Trends and

Drivers

» Facilitated Conversation

» Summarization and Follow Up



Presentation



Client Sample



Higher Education Industry Trends



More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Project, Portfolio and Service Management

Software Built for Higher Education

Shifting Paradigms



Tickets

Governance, Projects, Portfolios

Service Desk & Assets

Operations & Change Management

Traditional Work/Fulfillment Silos

(PPM Discipline)

(Support Discipline)

(Chang/Ops Discipline)

Customers

Customers

Customers

Requests

Requests

Requests

Projects

Completed

Incidents

Closed

Work

Orders

Completed

Focus

Focus

Focus



Moving Towards a “Service to Customer” Focus

Service to Customers

ITSMPPM






Change Driver:

Adjusting to Evolving Expectations



Expectations of the CIO

Increase theorganization’s velocity

towards meetingstrategic objectives

Continuallyincrease efficiency

and drive downcosts

Minimizeservice outages CIO

President



Reality

CIO



Key Purpose:

» “Canaries in the Mine”

» Identify and prevent potential problems early

» Making confident decisions to increase velocity

» Committing resources to projects

» Changing resource commitments to adjust to change

» Prioritizing work

» Identifying opportunities for improvement

Communication: Internal Leadership Team



IT

#EDU12 Too many tracking tools and request channels necessitates massive amounts of manual reporting, making decision-making difficult

“Complicating” Factors



TDAnalysis Reporting

Web Services: Service-Oriented Architecture

Tickets

Work Request Fulfillment Streams

MyWork®Governance & Projects

Service Desk & Assets

Operations, Config. & Change

Management

Productivity

TDMobile

TDCommunity

Work Requests

Service Catalog

Email

Web Forms

Web Services

Routing

Logic

Holistic View of IT/Service Organization

Resource Management



Leadership Insights



Leadership Insights



Leadership Insights



Leadership Insights




Change Driver:

Addressing Perceived Value Challenges(Lack of Visibility)





“I just don’t know whatthey do with $10M per

year”

ApplicationManagement

LearningManagement

System(LMS)

StudentInformationSystem(SIS)

ContentManagement

System(CMS)

FacilitiesManagement

System

Email

CustomDevelopment

InfrastructureManagement

Servers

Networks

Security

Telephony

ApplicationHosting

A/VEquipment

SupportServices

StudentHelpdesk

FacultyHelpDesk

PC/PhoneMgmt.

AdminServices

Compliance

ProjectServices(PMO)

Security

Stakeholders often have a limitedframe of reference and don’t

understand the full scope of IT work

Limited Understanding

Limited Understanding

Stakeholders Have Limited Visibility



Key Purpose:

» Build understanding of:

» Value provided

» Constraints (capacity/budget)

» Workload profile

» Backlog of work

» Foundation for fact based conversations

around scheduling, hiring, risk, priorities,

budgets

Communication: Stakeholders

President

Deans

Researchers

Faculty



Stakeholder Education













Change Driver:

Customers Feel that IT is Difficult to Work With



C t Fi d IT Diffi lt t E



“I don’t know how to

request a new report. I

guess I’ll email my friend

Ken. He’ll handle it.”

“I email requests to IT but

never know what happens to

them. It’s frustrating.”

“I need a new laptop. Who do I

talk to? It’s hard to deal withIT. It will probably take forever

to get it anyway.”

“For an applications project I email

a word doc request. For a hosting

request I go to a web site, and for

an AV need I submit a ticket. Whathappens to all of my requests, and

how do I check on their status?

Conversations

Email

Service Desk

Web forms

Docs

President

Dean

s

Students

Faculty

Customers Find IT Difficult to Engage



Convergence of Request Management

Service Desk

Change/Ops

PPM

Request

Fulfillment (ITSM

+ PPM)

Si l d B d d S i C t l



Simple and Branded Service Catalog




Staff is Overburdened with Work and

Administrative Activities





Different Resources = Different Work Streams

Incidents

Projects

Operations

Incidents

Projects

Operations

=

Projects

Operations

Incidents



Individual Administrative Burden

TicketingSoftware

Word Excel Assets/CIs PPT MS ProjectPersonal To-Do Lists



One Page View



One Page View

O



One Page View



Facilitated Dialog



1. Identify the 3 top benefits of integrating ITSM & PPMprocesses

Table Discussion: 5 min

Presentation: 5 Minutes



2. Identify the 3 main roadblocks to integrating ITSM & PPMprocesses





3. Identify 3 shared experiences in overcoming identifiedroadblocks





Q&A + Open Discussion Andrew Graf

[email protected]

Happy Hour :

Tomorrow 5-7pm

Filini Bar221 N. Columbus

Date post:	03-Jun-2018
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ITSM + PPM: Evolution in Higher Education IT Management (213777948)

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