Presentation at Intergen's event: Delivering IT Performance across Devices, Data Centres and Clouds. Learn how Microsoft Systems Center 2012 helped CPIT benchmark its IT activity and, as a result, improve its delivery across the organisation.

1. The Road to
System Center Service Manager 2012
Decision Activities for Service Management Tool
Mark Marshall, CPIT
Edmund Sia, CPIT
Lynn Cooper, Effectus

2. Previous State
• Traditional ICT Helpdesk model
• Disconnect between ICT and the
business
• Inability to do smart business reporting
• Growing risk with existing case
management tool

3. Revisit of Strategic Vision
– end game overview
“For the ICT Division to create and
deliver a stable environment which
empowers our users to achieve what
the Institute requires in the most agile
and flexible way possible.”
Mark Marshall, ICT Director

4. CPIT’s ICT Service Management Lifecycle

5. Service Management Roadmap
• Review and design pragmatic Service
Management processes with CPIT ICT
• Business and customer focussed processes
• Service Level Agreements – including OLA
• Service Processes – Incident, Request, Problem,
Change, Release
• Considerations:
– Practical
– Fit for Purpose
– Continual Improvement

6. Timeline… • Known Error DB rollout to Support Centre
• Implement quarterly reviews
• Technical Services Catalogue
• Lynn started • Commence First Line • System Centre Service Manager
• Develop 10 Business Management course development
Services Catalogue • Data modelling • SCSM 2012 Beta/RC TAP with Intergen
Mid 2010 End 2011
CPIT and Effectus
Planning Day
End 2010 Mid 2011 2012 and beyond
• Create and deploy Known • Customer services charter • Service Manager
Error DB to Service Desk rollout to management rollout/next phase
• Development of customer • SLA development (data • Customer satisfaction
service charter capture toolkit) surveys
• Defined case • 10 Business Services • Develop and implement
management tool Catalogue (90% done) continuous improvement
requirements and fit for • Develop escalation process for process
purpose Service Desk & customer • SLA review with business
issues owners

7. Service Management Roadmap
• Agreed Business Requirements (with
weightings) for Service Management Tool
Key requirements Weighting Problem solved
• By Module Agreed by Management • Current requirements -
• Incident Group following individual simplified
• Request interviews • New Processes – SLA
• Self Service modules
• Change • Reporting capability
• Release
• Information obtained from interview with ICT
Team Managers/Director

8. Requirements Doc Screenshot

9. Tool Selection Process
• Tool requirements documented and sent out to
suppliers for response
• First Microsoft offering was light on functionality
• Decision made to wait for next Microsoft
Version of System Centre Service Manager
(SCSM)
• TAP entered with Microsoft and CPIT.
• Headed by Intergen as the technical integrator
and Effectus as the Service Delivery expertise

10. SCSM Solution Selected
Fit for purpose, pragmatic, in-house
management, willing technical integrator
Key aspects
• Existing technology partner
• Engaged integrator
• Integration with existing ecosystem

11. Integrator Commitment
• Commitment to shared risk
• Part of technology practice
• Demonstrated experts, system engineers
involved in technical design
• High level commitment
• Relationship with vendor

12. CPIT Implementation Plan
• Baby steps – replace what we currently have,
which is Incident Management and Request
Fulfilment; expand on the other modules later.
• Weekly status-update meetings (phone/Lync)
• Test scripts (reusing what was identified in Tool
Requirements Document) in UAT stage
• Involvement of Infrastructure Team for
provisioning of environment for development
• Comprehensive implementation plan

13. Roles and Responsibilities
Effectus (Service Delivery Integrator)
• Service Delivery pre-work
• Ensures consistency of work flow with Service
Delivery processes
• Data model
• User Acceptance Testing
• Customer Acceptance
• Populate Service Delivery reporting

14. Roles and Responsibilities
CPIT (End User/Product Consumer)
• Input into Data Model
• Resources to plan and develop Self Service
work flow
• Resources for configuration of data model
• User Acceptance Testing
• Facilitate team training programme
• Documentation of build and technical build

15. Roles and Responsibilities
Intergen (Technology Integrator)
• Set up of SCSM environment
• Development of Self Service Portal
• Connect to AD, SCOM, SCCM as required
• Train client resources to configure the data
model
• Manage defects with client
• Work with client on Training programme

16. Learnings to Share
• Risks of TAP: low initial investment cost, but
limited resources available due to bleeding edge
• Availability of internal resources for development
and implementation work
• Microsoft’s strategy of designing an open-tool (out
of the box) and how does that impact CPIT
• Setting realistic dates in the implementation/action
plan, alongside other commitments

17. Post Implementation Actions
Effectus (Service Delivery Integrator)
• Explore organisational use of tool
• First review cycle of SLA
• Adjust Service Delivery reporting

18. Post Implementation Actions
CPIT (End User/Product Consumer)
• Refine Self Service functionality
• Enter release programme for Data Model
updates
• Develop Service Delivery reporting out of
SCSM

19. Post Implementation Actions
Intergen (Technology Integrator)
• Development of Tool with integration to other
MS System Center products
• Administrator support to CPIT
• Support for cube reporting development

20. Questions? Comments?

21. Thank you