ITSM Presentation December 2013 - University of Texas

ITSM Presentation December 2013 - University of Texas

ITSM Program
Awareness Session
THANK YOU
Perla
Pequeño
FOR LEAVING YOUR
“WORD” MARK AT UTPA
THANK YOU
Josue
Balandrano
FOR
ITSM PROGRAM
Project Kicked Off – September 12, 2013
ITSM Program
Jeffrey Graham, Executive Sponsor
Esther Dominguez, Program Manager, Change Management
Frank Zecca, Project Lead-ITSM Tool, Request Fulfillment
Kumar Raman
Omar Cantu, Incident Management
Anne Toal, Process Governance, Service Catalogue
Irma Hermida, Communications, Training
University of Texas – Pan American Rollout Project Map
Approach v1.1
Phase 1 - 4 Months
SEP 13
Oct 13
Nov 13
Phase 2 - 4 Months
DEC 13
JAN 14
FEB 14
MAR 14
Phase 3 - 4 Months
APR 14
MAY 14
JUN 14
JUL 14
AUG 14
UTPA Sponsorship and Governance
• Process & Project Governance
• Communication Planning, ITIL Certification Training & Awareness Sessions
Phase 2
Planning
Phase 1
Planning
UTPA
Process
Team
Identification
Tool
Team
Identification
SVC
Team
ITSM Tool
Requirements
Definition
Phase 3
Planning
Services Identified and Documented
SO Role
Definition
Identified
Trained
Reporting
Relationships made to
provide service
coordination
Service Catalog Process Designed
RF
Team
Publish Service
Catalog
In Tool/Intranet?
Request Fulfillment Process Designed
IM
Team
Test
Incident Management Gap Closure
CM
Team
Deploy Service
Owner Role
ITSM Tool Deployment in Operational
Environment
ITSM Tool RFP, Selection and License/Contract negotiation
SC
Team
Phase 4
Planning
Change Management Gap Closure
Deploy Tool
Integration Practice
Deploy SC and Service Requests
including Processes
Publish Service Requests In Service Catalog
Deploy IM
Test
Test
Deploy CM
ITSM FILE SHARE
PROCESS GOVERNANCE
Project Kicked Off – September 25, 2013
Process Governance Project Team
Anne Toal, Team Lead
Frank Zecca
Kumar Raman
Esther Dominguez
Omar Cantu
INCIDENT MANAGEMENT
Project Kick Off – January 2014
Incident Management Project Team
Joe Mendoza
• Team will be identified by December 20, 2013
• Group will kick off 2nd week of January
• Goal is to be complete by May 2014
REQUEST FULFILLMENT
Project Kick Off – January 13, 2014
Request Fulfillment Project Team
Frank Zecca, Team Lead
Anne Toal
Esther Dominguez
Janie Palacios
Jesus Rios
Joe Hinojosa
Kumar Raman
Mauro Scardigno
Omar Cantu
SERVICE CATALOG
Project Kick Off - December 16, 2013
Service Catalog Project Team
Anne Toal, Team Lead
Frank Zecca
Kumar Raman
Esther Dominguez
Omar Cantu
CHANGE MANAGEMENT
Project Kick Off – January 2014
Change Management Project Team
Esther Dominguez, Team Lead
IT SERVICE MANAGEMENT TOOL
Project Kicked Off – September 13, 2013
IT Service Management Tool Project Team
Frank Zecca, Team Lead
Janie Palacios
Cathy Vale
Date
Time
Edgar Gonzalez
December 2, 2013
Kumar Raman
1:30pm to 3:30pm
COMPLETED
Mario Salinas
December 3, 2013
1:30pm to 3:30pm
COMPLETED
Rick Riojas
December 9, 2013 2:00pm to 4:00pm
Vangie Chia
Joe Mendoza
December 10, 2013 2:00pm to 4:00pm
Rick Peralez
Daniel Ramirez
Location
Vendor
STUN Theater
BMC
STUN Theater
Frontrange
STUN Theater
Team
Dynamix
STUN Theater ServiceNow
TRAINING
Project Kicked Off – November 14, 2013
ITSM Training Team
Irma Hermida, Team Lead
Janie Palacios
Yolanda Lopez
Lizeth Solis
Yanire Resendez
Dina Lopez
ITIL Foundation Training
31
109
Completed
Pending
ITSM COMMUNICATIONS
Project Kicked Off – October 3, 2013
ITSM Communications Team
Irma Hermida, Team Lead
Kumar Raman
Omar Cantu
Communication
Linda Mares
Frequency
Progress
ITSM Website
24 /7
Go Live
January 31, 2013
ITSM Awareness Sessions
As Needed
On-going
ITSM Digital Newsletter
Bi-weekly / Monthly
January 2014
Venue
Q&A
Questions
?????
Upcoming Sessions
ITSM Program Awareness Session
January 31, 2014
Legislation Impacting IT
Awareness Session
TBD
HOLIDAY CELEBRATION
STAFF HOLIDAY
BREAKFAST
Monday, December 16, 2013
9:00am - 10:00am
College of Education
Borderlands Room
3.204
SPOTLIGHT ON IT STAFF
UTPA Athletics
Hall of Fame
Nancy
Verástegui
THANK
YOU