Empowering IT Service Delivery Transformation at University Level
"Explore the journey of transitioning from traditional ITSM to enhanced ESM within a university setting at University College Cork. Witness the challenges faced, the envisioned ESM system, project milestones, management approach, and the comprehensive Ivanti project timeline. Discover how various departments and services are seamlessly integrated for a holistic and efficient IT ecosystem."
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Presentation Transcript
Advancing Service Delivery From ITSM to ESM in a University Environment Lorraine McLoughlin IT Services University College Cork
UCC Services Portal 5 Departments Staff & Student self service portals 40393 tickets logged 18736 self service tickets 133 service request workflows 315 knowledge articles created 10725 knowledge articles views
The ITSM we had ITSM was end of life December 2022 Limited self- service capability Poor reporting and dashboards Lacked basic functionality Limitations in onboarding other departments Did not have an integrated knowledge Difficult to administer changes
From Project Approval to Project Go-Live Jan. 2022 Apr. 2022 June 2022 Nov. 2022 Overview of ESM project presented to IT services management team Creation of Ivanti project steering group Initiate ESM phase 1 project implementation with Ivanti ESM Phase 3 go live with Academic Services System Administration team Procurement and OCLA processes completed, contract signed Project overview presented to IT Steering & approved ESM Phase 2 go-live with Student IT team Apr. 2022 May 2022 Sep. 2022
Project Management Approach Functional Validation Go Live Design UAT Planning Data requirements Stakeholder engagement Process planning System requirements Design workshop Design review & sign off Platform built System testing Remediation & sign off Move to test environment Customer UAT Training and workshops Hypercare support Project closure Move support to monthly forum
Ivanti Project Timeline 2022 - 2025 2022 2023 2024 2025 Platform developed for UCC Student IT Services onboarded Academic Services onboarded Knowledge Management module build All IT services teams onboarded Office of Corporate and Legal affairs onboarded IT Sysadmin teams in CoMH Development of Change management module Change management go live Problem management module built Finance department (Agresso team) onboarded HR department (HRIS Team) Onboarded Project Management module Buildings & Estates Department Development of Facilities module Careers Department Further development of HR module
Project Rollout Considerations Project insufficiently or incorrectly resourced at local level Lack of engagement from local team Unwillingness to change or adapt Little interaction with Ivanti forums post go-live Senior level sponsorship of project Strong project governance Phased approach to rollout Key resources allocated to manage system locally Team buy-in to change project Post go-live stakeholder engagement Appetite to move forward with further development Successes Obstacles
UCC-wide approach to service management Standardiseddelivery of services One-stop-shop to log tickets Self-service ticket logging and self-help portal Enterprise Benefits of ESM Approach Digitisation of processes Automation delivers quicker resolutions Enterprise knowledge management Data to inform stakeholders of key data Enhanced reporting and visibility of trends
