Abstracts
Service Management Suite Implementation - Lessons Learned
Tuesday 5 May 2009, 1430 - 1500
Presenter: Colin Broadbent
University of Tasmania, TAS
Presenter Biography
Colin Broadbent Manager Client Services, University of Tasmania will be presenting the paper in the absence of the author Adrian Dillon Author - Adrian is currently the Assistant Director and Manager, Computing & Distributed Systems within IT Resources @ UTAS. Has a degree in information systems and has been at the University for just on 10 years in a variety of roles. Adrian presented at the 2007 conference on the collaboration undertaken with Library & Teaching & Learning colleagues with the introduction of Learning Hubs and Flexible Teaching Spaces at UTAS.
Abstract
The University of Tasmania (UTAS) Information Technology Resources (IT Resources) section has been progressing an IT Infrastructure Library framework (ITIL) implementation. In concert with this, UTAS has been investigating the establishment of a one stop shop for the provision of multiple services to students through a centralised service desk model. This would include IT enquiries (Service Desk), Student and Academic Services (CRM) Asset Management (building maintenance), Library enquiries etc. The key business driver behind both of these initiatives being process improvement, to enable UTAS to better engage the business and meet or exceed the customer expectations.
IT support at UTAS is provided in a decentralised support model. IT Resources provides key IT services across the University and provides desktop support to the central administrative areas as well as managing Service Level Agreements (SLAs) to a number of faculties and schools. A key component of the IT service at UTAS is the provision of a single IT Service Desk which is available for use by both staff and students.
IT Resources manages the virtual IT Service Desk (the phones and email) while the Library manages the walk-up referral service. This service is offered at the main libraries and is also offered, to a limited degree, within the five branch libraries. Currently the use of the Service Desk is not restricted to IT Resources managed areas but is utilised to varying degrees by a variety of business units and schools.
As IT Resources progressed with the ITIL implementation it became obvious that the existing Service Desk tool would not meet the evolving business requirements, and that for successful implementation, an ITIL compliant service management suite was critical. IT Resources therefore undertook an RFP process for the purchase of an ITIL compliant service management suite that would, in the first instance, deliver on the implementation of the predefined Incident, Problem, Configuration and Change management processes, inclusive of a CMDB. It was also critical that the Service Management Suite to be scalable for a large enterprise environment.
The global requirements for the new suite included:
- Delegated management of the application processes to user defined groups leveraging existing authentication infrastructure.
- Extensive and customisable reporting.
- Strongly aligned to the ITIL framework.
- Integrated Knowledge Base.
- Fully user customisable interface.
- Multiple 3rd party integration methods or paths.
- Portal for user self service.
- Financial management capability.
This presentation will detail the processes undertaken to select the tool and the lessons learned through the implementation of the tool and how effectively it is been used both within and outside of the traditional IT areas within a shared services model.
