ITSM Support Group Administrator

1. ITSM Support Group Administrator May 2011

2. Objectives By the end of the session you will be able to: • Describe the Support Group Admin Role • Administer support group membership • Know when to use the OARS M2 Request • Utilize ITSM reports • Find support information

3. Agenda • Support Group Administrator (SGA) role and responsibilities • Administering support group membership • Running ITSM Reports • Bringing it all together: a day in the life • Questions

4. Support Group Administrator (SGA) role and responsibilities

5. The ITSM Support Group Administrator • Previously: Support Group Manager • Same responsibilities • Plus the ability to manage membership • A key role • Connecting your team to where ITS is going • Vital to embracing ITS changes • Essential to making the ITS Service Management processes work

6. The ITSM Support Group Administrator • Priorities • Puts policies into action • Not just managing membership, but getting team members to take ownership and responsibility • Decides how to administer within framework • Viewed as • Empowered • Accountable • High performing support team

7. Incident • Problem • Change High Level Responsibilities: Processes • Monitor efficiency and effectiveness • Take appropriate action when necessary Knowledge

8. Incident • Problem • Change Incident Process • Appropriate assignment of open incidents • Ensure incidents are resolved as quickly as possible, adhering to ITS Resolution Targets • Ensure appropriate Knowledge Management articles and Problem Investigations are created from incidents Knowledge

9. Incident • Problem • Change Problem Process • Assign resources to Problem Investigations and Known Errors • Monitor target dates of investigations Knowledge

10. Incident • Problem • Change Change Process • Ensure that change requests to be coordinated by your group are accurately recorded and completed in a timely manner • When the Change Coordinator is unknown, ensure that a Change Coordinator gets assigned to your change requests Knowledge

11. Incident • Problem • Change Knowledge Process • Document reviews: after notification, determine if review is needed then assign for review • Reports: know what has been used and what hasn’t; decide if those numbers are appropriate. Knowledge

12. Your Tools • ITSM Consoles • Reporting • Standard • Public • Create New • Manage support group membership • ITSM Tool • OARS (M2) request process for specific roles

13. Consoles in ITSM • Individual Console by Process • Overview Console • ITSM Home Page

14. Individual Consoles

15. Overview Console

16. Console Personalizing

17. Console Personalizing

18. Console Personalizing 1 2

19. ITSM Home Page

20. Personalizing Your Home Page 1 3 2

21. Administering Group Members • What does this mean? • Gives you the power to add or remove support staff members from your own support group. • Benefits • Empowering you to have more control of your support group • Immediate Support Group resource to work records

22. Administering Group Members • Two ways to manage support group membership • ITSM Tool – adding a user to the your Support Group • OARS (M2) Request – adding a user to ITSM tool & Functional Role

23. Administering using ITSM Tool

24. 1 2 3

28. OARS M2 Request 1 2 3

29. Metrics, Metrics, Metrics Running ITSM Reports

30. Running Reports

31. Standard Reports

32. New Reports

33. New Report Criteria

34. Key SGA Reports • Incident • Volume • Backlog • Resolution Time • Change • Open Changes • Volume of Changes • Problem • All Problems • Open by Service • Knowledge • Articles with update requests • Article usage • Articles up for review • Feedback • Reporting Job Aids • Run a Standard ITSM Report • Create a New Report

35. Bringing it all together the life of an sga

36. The Life of an SGA: daily • Overview Console • Look for unassigned or aging records • Monitor overall volume of work being handled by your group • Stay in tune with heavy volume or records that seem out of the “norm” • Individual Module Console • Priority and aging for all records • Remedy Knowledge Management (RKM) • Review documents assigned to your group and re-assign as needed • Notifications • Assignment only, no Service Target notifications in May

37. The Life of an SGA: monthly • Run and review process reports and take appropriate action to reward or correct • Surface internal process improvement opportunities within your area • Provide appropriate feedback to resource managers • Review group membership and update or submit M2’s for other adjustments • Opportunity to communicate both to your leadership and your team

38. SGA Resource • SGA Toolkit • Overview of Expectations • Resource Links • Report Information • https://backstage.its.umich.edu/transition/rationalization/service-management/support-group-admin-role.php

39. Other Resources • ITS Backstage page: https://backstage.its.umich.edu/transition/rationalization/service-management/ • Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/ • Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/itsProcessImplementation/Lists/Feedback/AllItems.aspx

40. Reviewing our objectives Are you able to: • Describe the Support Group Admin Role • Administer support group membership • Know when to use the M2 for access • Utilize ITSM reports • Find support information

41. What else? Questions