2013 ITSD All Staff Meeting
—- Presentations —-
Process Trend line metrics
ITSM Tool Selection and Migration Project
Nov 15th 2013
ITSM Process Trendline Metrics
Incident –
Request –
Change –
What these are and how they are used
Incident -Resolved on First Contact
Incident -Volume Trendline
Drillable by
Section
State
Priority
Request -Volume Trendline
Change Trendline
Watched Trends
Successful Changes
ITSM Support Tool Selection and Migration
Aka òKBOX Replacement’
Project 29391
TEAM: Andy Jackson, bill Conant, Carmela Ho, Sharon Okada, Thatcher Deane
PM: Thatcher & Sharon
Who
Outline
Background -Thatcher
Goals -Sharon
Selection -Thatcher
Migration -Bill
How will the new tool be different -Carmela
Related efforts and Projects -Thatcher
What you can do to help -Thatcher & Team
Background (1/2)
HelpDesk IT Service Support Management Tool
In the beginning
— nothing, at least not anything Jacob remembers
1997?- Apr 2008 HEAT v8.4
Apr 2008 -Feb 2012 KBOX (OOTB) v4.x v5.1
Feb 2012 -May 2014 KBOX (ITSM processes) v5.2
MPD 2002? -Aug 2012 Track-It
May 2014 -Dec 7, 2019 HEAT Cloud 2013
Background (2/2)
You Know it is time to upgrade your ticket system when:
Everyone hates the current tool
A Gartner Assessment says you need to do it to mature your Service Management
You’ d done all you can to cockroach/MacGyver ITSM support out of your current tool
You want to do a better job
You want better help to do your job
Its time to have a new tool to hate
Goals (1/2)
Easier than KBOX
Finding stuff
Doing routine tasks
Better current ITSM process support
Integrated (this was part of the problem with the Problem process)
Actionable Service Management Reports and Metrics
Supports next ITSM steps
(Better) Service Catalog and Portfolio Management
Modeled (template) Requests
Configuration Management
Knowledge Management
Customer Portal
Event Management
Goals (2/2)
New Tool will not replace KBOX for these services:
Windows desktop Patching
Scripting for PC pushes and tweeks
PC auto-discovery to be linked to new tool
PC software metering
Any deployment support from the K2000
Selection (1/2)
High level Criteria
Better than KBOX
ITSM Process support
Appropriate to us
Has both cloud and on premise installs and ability to switch
To speed acquisition (subscription)
Future in-house option
Lookup into old KBOX tickets
Link to KBOX PC autodiscovery information
Support Configuration Management process
Support Customer Portal / Self Service
Candidates
Cherwell Service Manager
Easy Vista
HEAT Cloud 2013
Selection (2/2)
Selection Process
Product demos
Trial environments
Study & testing
Product Comparison
Team vote
The winner: Heat Cloud 2013
Besides meeting the requirements
Ease of first use, navigation
Less transition effort for IT Staff users
Best support for multiple ITSM Roles
Migration Strategy
Implementation assistance from the vendor
Do not adjust or rework existing processes
Keep as simple and open as possible
Position for later enhancements
Consolidate tool admin and ITSM process development
Link, do not migrate, closed tickets
Migration Tactical
Project Wiki in the DMZ for vendor access
All remote vendor engagement
Obtain staff input via Project Team
Staff training
Open ticket migration TBD
. to be developed by the project team
How will new tool be different? (1/2)
Remaining the same:
Process flows and descriptions for Incident, Request, Change, and Problem
No process redesigns at this time
List views of tickets
Web based
ITIL terms and concept
Keep current ticket status values (as much as possible)
Can open multiple tickets in one screen
How will new tool be different? (2/2)
Different from KBOX:
Only as required to get the features we need
More useful information on the screens
Views and permissions based on Roles
òService Request’ instead of just òRequest’
Ticket numbers are not unique across Incident, Service Request, Change etc.
Ticket templates
Some screen shots
KBOX 5.2
HEAT Cloud 2013.2
HEAT Cloud 2013.2
Related efforts and Projects
Interim Configuration Management Project (Mary W. and Thatcher D.)
Organization -Location -Employee information linkage
County Wide VoIP Project (Bill Conant & Annie J.)
Source for best location and phone information
HIJIS Federated Identity Management (Jacob V & state resources)
SAMLv2 Protocol for invisible/seamless login to HEAT Cloud
Business Continuity Planning (Mary W.)
Major customer of many of the same data as HEAT Cloud
MPD CAD Upgrade Project (Susan U and a cast of thousands)
Resource and scheduling impact
What you can do to help
Support your representative on the team
When you have questions about this project
When they need your input
Close open stale tickets
Review the wiki
Be patient
Be available for training
Add more days to the calendar
References (1/2)
HEAT Cloud 2013 online help (also a useful introduction to the tool).
support.frontrange.com/common/files/support/heat_cloud/user/index.html
HEAT Cloud 2013 webinar demos:
Highlevel/glitzy support.frontrange.com/common/Files/Downloads/ProductDemos/SaaS/SaaSDemo/SaaSDemo.html
CoM demo with focus on core features and use frontrange.webex.com/frontrange/ldr.php?AT=pb&SP=MC&rID=21102762&rKey=3ed3ef6caf39d4e2
CoM demo with focus on configuration frontrange.webex.com/frontrange/ldr.php?AT=pb&SP=MC&rID=21577437&rKey=b0571ee9053d8cc2
ITSM Program (Matrix) Page
intranet.co.maui.hi.us/index.aspx?nid=737
References (2/2)
Project Wiki – 172.22.30.220/wikiitsm
Questions
As many as we can fit, but not all will.
So See your Section Rep on the Project Team or the PMs for more.
Revision History (1/3)
01 -Initial Draft Prepared for 11/1 team meeting
02 -Revisions based on idea of team presenting portions of presentation and my usual detail adding
03 -Carmela detailed input, more graphics etc.
To High Level Criteria added Support Configuration Management process
Revised background slide by Date
Added some Notes text for various slides. Not so much for the presenters, as for those who cannot be at the presentation or want to revisit later (including the Team!)
Added Service Catalog and Portfolio Management to ònext steps
Revision History (2/3)
03 (continued)
Added usual animation for pacing
04 Before and during 11/8 Team review:
Added July 16th demo for Sharon to References
05 After 11/8 Team meeting:
Added KOBX HEAT screen prints
To Selection added:
Appropriate to our size and organizational maturity
06 To adjust for printed vs displayed
Tacked on Metrics graphs in front
Also an opening slide.
Switched to blank design to save printer toner.
Revision History (3/3)
07 Reversed the BW to color
Removed specificity about migration method.
08 – 09 Minor Post Printing and Presentation changes mostly for clarity.