Iterative itsm implementation using TeamDynamix

J O H N B O R W I C K
V I R G I N I A T E C H U N I V E R S I T Y L I B R A R I E S
J A N U A R Y 2 0 1 5
Iterative IT service management
implementation using
TeamDynamix

Virginia Tech
 Located in Blacksburg,
Virginia
 31,000 full-time students
 16:1 student-faculty ratio
 Main campus includes
more than 125 buildings,
2,600 acres, and an
airport

Virginia Tech University Libraries
 Growing since ~2012
 150+ employees
 ~10 IT Services FTE
 Client-side computing
 Systems administration
 Web application
development

John Borwick
 University Libraries IT
Services Director
 ITIL® Expert, PMP®,
CGEIT®
 5+ years full-time
experience conducting and
consulting on IT process
improvement
 Experience with ITSM tools
My career goal is to make
people’s lives easier through
improved IT management.

Agenda
 Waterfall vs. iterative implementations
 Preparing for TeamDynamix
 Improvement #1: Bare-bones implementation
 Improvement #2: Surveys
 Improvement #3: Verification reports
 Improvement #4: New employee form
 Improvement #5: Service level targets
 Improvement #6: Takedown notices
 Improvement #7: Major incident notifications
 Wrap-up
 Q&A

Traditional waterfall implementations
Plan
Design
Build
Test
Implement

Iterative implementations
(oriented around time rather than scope)
Plan/Design/Build/Test/Implement
#1
#2
#3

One huge change vs. many smaller changes
Time
Improvement
Value

One huge change vs. many smaller changes
Time
Improvement
Value
Value
Value
Value
Value

Home-grown issue tracker
Web form
• Username
• Location
• Issue Type
• Description
Public issues list
• Status
• History

User base
 Library employees
 Library student workers

IT service management goals
 Users log in
 Tickets assigned to IT staff
 Work made visible: work log entries, status
 Services can be measured and improved

TeamDynamix contract
Tool requirements
 3 year “tool horizon”
 Minimal maintenance effort
Site
 “Entity fee”
 10 licenses
Consulting
 Biweekly consultant calls

Improvement #1:
Bare-bones implementation

Essential requirements
 Users can log in
 Users can submit tickets
 IT staff can update and resolve these tickets

TeamDynamix admin categories
o Overall admin stuff
o Authentication
o Roles
o Resource Pools
o Accounts
o Users
o Client Access
o Service Catalog
o Projects
o Workspaces
o Portfolios
o Tickets
o Questions
o Knowledge Base
o Tags
o Assets
o Configuration Management
o Attributes
o CRM
o Portfolio Planning
o Expenses
o Time Reports
o Workflows
o Desktops
o News/RSS
o Notifications
o Days Off
o Saved Reports
o Custom Pages

TeamDynamix admin categories
 Overall admin stuff
o Authentication
 Roles
o Resource Pools
 Accounts
 Users
o Client Access
 Service Catalog
o Projects
o Workspaces
o Portfolios
 Tickets
o Questions
o Knowledge Base
o Tags
o Assets
o Configuration Management
o Attributes
o CRM
o Portfolio Planning
o Expenses
o Time Reports
o Workflows
 Desktops
o News/RSS
o Notifications
o Days Off
o Saved Reports
o Custom Pages

Required admin categories, in order
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users
*
means significant
work

TeamDynamix required roles
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users

TeamDynamix required accounts
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users

TeamDynamix ticket type
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users

TeamDynamix ticket request form
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users
*

TeamDynamix service catalog entry
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users

TeamDynamix default desktop module
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users Hello! Welcome to IT Services' tool for
recording and tracking requests and
issues.
Please use the service catalog to submit
new issues and to track your requests.

TeamDynamix authentication
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users
*

TeamDynamix user importer
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users
 “Converter” Excel file
that needs
 vtpid (Think: Virginia
Tech account name)
 First name
 Last name
 Title
 Phone number
 Fields then mapped to
TeamDynamix import
sheet

TeamDynamix users: groups
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users

TeamDynamix users: IT staff
 Roles
 Accounts
 Tickets
 Service Catalog
 Desktops
 Users
For each user…
 Applications
 Groups

Roll out:
 Blog post and email
 Old tool replaced with a link to TD
 Link to TD request:

User feedback
 I love that I can log in from off campus!

The Deming (PDCA) Cycle
Plan
DoCheck
Act/Adjust

Survey: conditions
 100% of tickets
 1 day after closed
 7 days between requests
 Status = Closed

Review survey feedback weekly
 Ratings and especially comments

Improvement #3:
Verification reports

Verification: On hold but no date
 Status is “On Hold”
 Order by “Goes Off Hold” ascending

Verification: Not modified in 3 days
 Status class is not “On Hold”, “Completed”, or
“Cancelled”
 Modified is less than the run date minus 3 days
 Sorted by last modified date, ascending

Improvement #4:
New employee form

Ticket type -> Attributes -> Request Form
 Type “New Employee”
 Attributes
 Employee classification
 VT PID
 First and last name
 Job title
 Primary supervisor
 How to contact the new employee
 Role
 Start date
 Requested software
 Office phone
 Special instructions
 Request Form

New employee tasks
 Order computer hardware
 Verify VT PID
 Add to library directory
 …
 Employee has arrived on site
 Mark employee as active in directory
 Add to TeamDynamix
 …

Implementation and outcomes
 HR manager sends link to hiring manager
 Fewer forgotten steps
 Future improvements identified
 Figured out how tasks work

Improvement #5:
Service level targets

Met to clarify targets
 Reflect on how we’re currently doing
 Not used to blame people
 8 hour response
 40 hour resolution

Effects of Service Level Management
 “Tickets Needing Response” report
 “Tickets Needing Resolution” report

Improvement #6:
Takedown notices

Met with users about ownership and process
steps

“Super Urgent” SLA
 30 minute response
 At 1%, reprioritize to Emergency and notify the responsible
resource
 2 hour resolution

Improvement #7:
Major incident notifications

PagerDuty/TeamDynamix integration
For “Super Urgent” tickets, at 1% email the PagerDuty
email address

Iterative improvements allow learning
(cc) http://www-personal.umich.edu/~mrother/Homepage.html

Review
 Waterfall vs. iterative implementations
 Preparing for TeamDynamix
 Improvement #1: Bare-bones implementation
 Improvement #2: Surveys
 Improvement #3: Verification reports
 Improvement #4: New employee form
 Improvement #5: Service level targets
 Improvement #6: Takedown notices
 Improvement #7: Major incident notifications
 Wrap-up
 Q&A

Iterative itsm implementation using TeamDynamix

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