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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

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