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Exploration:

ITSM + PPM Evolution in

IT Management

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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

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 Agenda

» Exploration of ITSM + PPM Trends and

Change Drivers

» Facilitated Conversation

» Summarization and Follow Up

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Higher Education Industry Trends

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

Project, Portfolio and Service Management

Software Built for Higher Education

Shifting Paradigms

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Move Big Rocks

=

Projects

Keep the trains

running

=

Ops/Change

Fix Stuff that’s

Broken

=

Service Desk

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Move Big Rocks

=

Projects

Keep the trains

running

=

Ops/Change

Fix Stuff that’s

Broken

=

Service Desk

PPMITSM

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Move Big Rocks

=

Projects

Keep the trains

running

=

Ops/Change

Fix Stuff that’s

Broken

=

Service Desk

PPMITSM

Resources

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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

ProjectsCompleted

Incidents

Closed

Work

Orders

Completed

Focus

Focus

Focus

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Moving Towards a “Service to Customer” Focus 

Service to Customers

ITSMPPM

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

Project, Portfolio and Service Management

Software Built for Higher Education

Change Driver:

 Adjusting to Evolving Expectations

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Expectations of the CIO

Increase theorganization’s velocity

towards meetingstrategic objectives

Continuallyincrease efficiency

and drive downcosts

Minimizeservice outages CIO

President

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Reality

CIO

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Key Purpose:

» “Canaries in the Mine” 

» Enable confident decision making

Communication: Internal Leadership Team

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Leadership Insights

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Leadership Insights

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Leadership Insights

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Leadership Insights

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

Change Driver:

 Addressing Perceived Value Challenges(Lack of Visibility)

Project, Portfolio and Service Management

Software Built for Higher Education

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“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

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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

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Stakeholder Education

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Stakeholder Education

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Stakeholder Education

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Stakeholder Education

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IT

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

“Complicating” Factors 

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TDAnalysis Reporting

Web Services: Service-Oriented Architecture

Tickets

Work Request Fulfillment Streams

MyWork®Governance & Projects

Service Desk & Assets

Operations, Request, 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

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

Change Driver:

Customers Feel that IT is Difficult to Work With

Project, Portfolio and Service Management

Software Built for Higher Education

Improve Customer Satisfaction and Engagement

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“I don’t know how torequest a new report.” 

“I need a new laptop” 

“What happens to all of myrequests?”

Email

Service Desk

Web forms

Docs

President

Students

Faculty

Improve Customer Satisfaction and Engagement

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Convergence of Request Management

Service Desk

Change/Ops

PPM

Request

Fulfillment (ITSM

+ PPM)

Simple and Branded Service Catalog

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Simple and Branded Service Catalog

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

Staff is Overburdened with Work and

 Administrative Activities

Project, Portfolio and Service Management

Software Built for Higher Education

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Different Resources = Different Work Streams

Incidents

Projects

Operations

Incidents

Projects

Operations

=

Projects

Operations

Incidents

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Individual Administrative Burden

TicketingSoftware

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

O P Vi

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One Page View

O P Vi

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One Page View

O P Vi

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One Page View

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Facilitated Dialog

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1. Identify 2 key benefits of integrating ITSM & PPMprocesses

Table Discussion: 3 min

Presentation: 5 min

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

Table Discussion: 3 min

Presentation: 5 min

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3. Identify 2 shared experiences in overcoming identifiedroadblocks

Table Discussion: 3 min

Presentation: 5 min

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Q&A + Open Discussion Andrew Graf

agraf@teamdynamix.com

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Today 5:30-7:30pm

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