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Fairfax County Public Schools. Introductions. Terri Pendleton IT Service Management, Service Management Programmer Jennifer Sponheimer IT Service Management, Functional Application Specialist. About FCPS. Outside of the Nation’s Capital 11 th Largest School System 184,000 Student
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Introductions • Terri Pendleton IT Service Management, Service Management Programmer • Jennifer Sponheimer IT Service Management, Functional Application Specialist
About FCPS • Outside of the Nation’s Capital • 11th Largest School System • 184,000 Student • 23,000+ Full Time Employees (400 IT)
About IT Support in FCPS • Every year we see approximately 250,000 incidents/service requests via:(graphs show data 8/1/12-present)
FCPS Service Catalog History2007 State of IT Service: • 200+ locations each with their own way of requesting service • Employees did not know who to contact for service, support or information Applied Solution: • HTML based service catalog with Cold Fusion forms
FCPS Service Catalog History2007 – First Version • 125 services: • Redirects • Simple (CF) forms that create a Remedy INC • Self reporting uses Remedy Requester Console
FCPS Service Catalog History2010 State of IT Service: • Existing services have been revised to have a consistent look and feel for customers • Still HTML based using Cold Fusion forms Solution for Moving Forward: • Conversion of all services to Kinetic
FCPS Service Catalog History2010 – Next Iteration • Conversion Process • Redirect services • Simple services • Hurdles • Need to have two actions on the page that move to the request page
FCPS Service Catalog2010 – Evolution with Kinetic How using Kinetic moved us forward: • Now added approvals • Questions connecting to Remedy data: • Importance of good data for integrating • Sites • People • Formatting with visual appeal on request page
FCPS Service Catalog History2012 State of IT Service: • Still HTML Sub Index pages but pointing to Kinetic services • Mechanism for searching the catalog in Cold Fusion Solution for Moving Forward: • Base entirety of service catalog in Kinetic
FCPS Service Catalog History2012 – Current Version • New Additions with Kinetic: • Move to using Kinetic as replacement for Remedy Requestor Console • Dynamic Requests table • Dynamic Survey and Approvals tables
Successes with Kinetic • New Task Engine – more accomplished with less effort • Replacement of paper based multi level approvals • The story of EDSL • Replacement of Remedy templates with Kinetic forms • The story of BYOD
The Story of EDSL • What is EDSL? • Prior method for requesting access • New method for requesting access
The Story of EDSL Old - Paper New - Kinetic
Successes with Kinetic • New Task Engine – more accomplished with less effort • Replacement of paper based multi level approvals • The story of EDSL • Replacement of Remedy templates with Kinetic forms • The story of BYOD • Required data easier to gather • Non support users can use as well
The Story of BYOD • What is BYOD? • Prior method for reporting devices • New method for reporting devices • Required data easier to gather • Non support users can use as well • Automatically assign and resolve the ticket/multiple tickets
The Story of BYOD Old - Template New - Kinetic
Lessons LearnedReporting • BYOD – Fields that do not inherently exist in Remedy • Anticipating Report requests from customers • “Generic” fields in Remedy to push Kinetic data to
Lessons LearnedGathering Requirements • Customers don’t know what they don’t know • Get customers to tell us their big dreams • A service for preliminary data collection
Where do we go from here?FCPS Service Catalog Future • Role based services • More and Different Data Integrations • Using Kinetic Survey to collect feedback from customers