News and Announcements

Review Progress in past 2 weeks

Service Offering Template

  • Testing is already done on 17 Oct - tanwy
  • Launch to techsvc for feedback - chuacl
  • That updating SOT on the wiki is quite tedious - lack of WYSIWYG/unreliable updates.

IT Supervisor Meeting

  • On 20 Oct at 2pm.
  • Prepare a brief discussion starter of what is ITIL and what we are to expect
  • Sadly, no responses after that.
  • Need more support for techsup.

ITILv3 Foundation Course

  • Date is set to 17-19 November
  • Time is 9am - 5pm. - 2 tea-breaks + 1 lunch hour.
  • Booked the training room - chuacl
    • Venue: Video Conferencing Room
  • Coordinated with Instructors - tanwy
  • Catering possible? - tanwy

Feedback and Challenges so far

Simplify Service Offering Template

  • experimenting with MSWord + XML Schema
    • Extract data from word document into XML

Decommission of internal wiki?

  • In preference for "docs.comp.nus.edu.sg"

What's happening in the fortnight?

ITIL Course Preparation

  • Continual Communication/Plan with participants
    • Email or Face2face?
    • Objective:
      • Prepare them mentally for the course
      • Tell them what to expect
      • Tell them how to approach the course wrt their jobs
  • Preparation of Training Material
  • Catering?
    • Ask for tea-break money - yeoak
    • Sponsor lunch? - tanwy, yeoak
    • Send list of participants to yeoak - tanwy

Service Template Mass Launch

  • Expect it Nov 7.
  • By 30 Nov, collect phase 1 services
    • To be collated in 1st Draft of Service Catalogue
    • Should include all mass user facing services
  • To redo template testing on helpdesk - chuacl
    • Scheduled 30 Oct at 3pm.
  • To establish process to update/train techsvc on new/major change in service

Review Progress in past 2 weeks

Service Offerings Template Test

The following 5 services are used to test the template

  1. Email
  2. Network Access
  3. Standard Desktop and Notebook
  4. Web Application Infrastructure
  5. Web Casting

The above services are chosen because they span a good proportion of groups in our CF organisation that are visible to our users. The current participants in this test can also help answer questions when we roll this out to the greater CF.

So far, there has been minor modification to presentation to the template (namely sectioning of service components) but no major changes.

This work is well supported by all the involved participants. I take this opportunity to thank them for that.

Software Support Level Document

This document has proceeded into the review phase. Bernard (btay) has undertaken to run through this to help identify any support gaps.

ITIL Training

The ITQ for the training has closed. We have selected Lucid IT to provide the 3 day training. The training will likely run from 17-19 Nov.

Feedback and Challenges so far

Email Incident

Presented an opportunity for PR depending on how we reacted. tanwy has handled the case since yeoak was on course during that time.

Lessons learnt:

  • I want make a claim that we can in fact improve perception to our service by handling this with care. The point is yet to be proven.
  • Expectation has to be set during peace time. No point arguing with the user when something fails and the user already expects that you fix it.
  • Our ticketing process must capture all incidents so that "opinions" or "feelings" of users can be verified with actual incidents and can be quantified.

What's happening in the fortnight?

Service Offering Template

  • Should wrap up the testing by 17 Oct - tanwy
  • Launch to techsvc for feedback - tanwy

IT Supervisor Meeting

  • On 20 Oct at 2pm.
  • Prepare a brief discussion starter of what is ITIL and what we are to expect

Next ITIL Meeting

  • Postponed to 29 Oct due to Deepavali on 27 Oct

ITILv3 Foundation Course

  • Date is set to 17-19 November
  • 13 Participants from Workshop - chuacl/leongwk to coordinate
  • 2 Participants from SysTech - chuacl to coordinate
  • 5 Participants from SP - tanwy to coordinate
    1. aho
    2. dpuk
    3. szeek
    4. yeoak
  • Book the training room - chuacl
  • Coordinate with Instructors - tanwy
  • Catering possible? - tanwy

Scope & Objectives

Clarity about services offered by CF

Expose all services offered by CF in the following documents

  • Service Catalogue
  • Software Support Level Document

In the backend, we also provide better clarity by

  • Standardising the way we document
    • Process
    • Services
    • Who provides a particular support Level

Further into the project, we may look into cost clarity

Financial Management Picture

ASCII Art... 

   $1                 $1                      $1
   |                  |                       |
   V                  V                       V
 Cost    Clarity    Cost      Efficiency    Profit
 Cetre  --------->  Recovery ------------>  Centre
   |                  |                       |
   V                  V                       V
   $?                =$1                     >$1

This is a useful financial picture to keep in mind. What do we want to look like from the customer's perspective. It is not possible to jump from Cost Centre to Profit Centre without first doing cost recovery.

Technical Service (naming)

Clarified that:

  • CF Team: Refers to all
    • Technical Unit: Consists of
      • WS1
      • WS2
      • Labs
      • Technical Services (TS)
    • IT Unit:
      • Unix
      • App
      • Network
      • Windows

Technical Services Process Revamp

Objectives

  1. 80% of all calls/incidents resolved at TS level
    • Reduces load on the backend support
    • Increases confidence to redirect users to TS.
  2. 90% of cases that has been successfully resolved previously must be identified and resolved at TS level
    • Only new problems hits backend
    • Improves first call resolution rate
    • Backend needs to participate by providing information in a searchable/well-documented format
  3. To facilitate measurements, all incidents must be recorded/logged.

We are setting the above as a target for the revamped process to achieve.

Resources needed

  • Tech Services
    • Process
      • Documentation standards
    • Measurements/Reports
  • Tech Service Structure
    • Consider a structure that maps jobs to job grades. This reuses OHR's job grades and makes it easier to recommend promotions.
  • Tech Service Tools
    • Consider OTRS, RT, and current ticketing system
    • Need to scope in impact to the jobs users of new tools -- current ticketing system is integrated into many workflow
    • Will need to provide training
  • Influence KPI of people related to the processes
    • WS staff do not use any KPI systems
    • Further discussion needed into how to influence actions and to create a solid reward plan (by Dec 2008)

Present high level plan of work for the next 3-6 months

  • Service Catalogue + Software Support Level Docs (Sep - Dec)
  • Incident Management Process + TS Structure (Dec - June 2009)
    • KPI
    • Process Objectives
    • Process Measurements
    • Re-tooling
    • Staffing Concerns
      • Training
    • Helpdesk structure
  • ITILv3 Foundation Training

Discuss/Review work done so far & feedback

  • Process Template Draft is completed
  • Service Template Draft is completed
  • Software Support Level 1st Draft with data is completed

Feedbacks so far

  • General lack of communications
    • Feedbacks/Opinions:
      • Some resistance is felt due to lack of communications although Software Support Levels made it in time.
      • Confusion on the ground over what this is all about
    • Actions:
      • Had a few brief chats with Mdm Lou, Bernard.
      • Scheduled a 30minutes session in the next Workshop Supervisor meeting
        • When?
        • Objectives
      • More general communications like mass mailing will be needed. Possibly set up a monthly ITSM newsletter.
      • Answer the general questions
        • What's in it for me?
        • How will this affect me?
        • How will this affact my team?
  • Scope & Objectives of ITSM project needs to be defined.
  • Working style when approaching individual groups needs to be standardised.

Detailed workplan for the coming 2-4 weeks

  • Take the Software Support Level Documents to completion
    1. Complete 1 round of gap analysis with CF Team
    2. Submit the Software Support Level Documents to teoym thru AK by 30 Nov 2008
    3. Publish Software Support Levels before new semester.
  • Service Catalogue & Service Templates
    1. Test Service Template viability/completeness with 5 services
      • PC Delivery is selected and being worked on
    2. Service Document to be gathered for all key services
    3. Consolidate and prepare a service catalogue
  • ITILv3 Training for CF
    1. ITQ already out... closign on 3 Oct 2008
    2. Plans to run the class in last week of Nov - first week of Dec 2008
    3. LeongWK/AK to nominate attendees

Long term meeting plan/schedule

Meeting will be held every alternate Monday at 10am.

  • Next meeting is on 13 October at 10am.
  • Tanwy will email the agenda and relevant discussion points the weekend before the meeting.

This is the first post using the story mode in drupal.

This will also be the platform used to communicate any tiny - significant progress made in our ITSM effort.

As of this message, all information from the old site in the internal wiki has been moved here.

Stay tuned here for anything new :).

There will be a scheduled Network maintenance as follows:

  Date: 18 Dec 2008
  Time: 8 am to 8:30 am

During this maintenance window, you may experience intermittent disruptions of 15 minutes each to Intranet, Internet and IP phone services during this period

If you have any queries, please do not hesitate to contact our Technical Services at x2736. Thank you for your understanding.

There will be a scheduled Network Server maintenance as follows:

  Date: 11 Dec 2008 (Thursday)
  Time: 8 am to 8:30 am

During this maintenance window, the following services will not be available:

  • Login to Wireless network and SoC PnP.

If you have any queries, please do not hesitate to contact our Technical Services at x2736. Thank you for your understanding

There will be a UPS maintenance at S15 level 6 wire centre

Date : 02/12/2008

Time : 7 pm to 7:30 pm

During this maintenance window, the following service will be not be available :

  • S15 level 6 network access

Thank you for your understanding

There will be a scheduled Network Server maintenance as follows:

  Date: 2 Dec 2008 (Tuesday)
  Time: 7 pm to 8 pm

During this maintenance window, the following services will not be available:

  • Login to Wireless network and SoC PnP.

If you have any queries, please do not hesitate to contact our Technical Services at x2736. Thank you for your understanding

What better way to share progress than to write about it.  If you have any stories that you think can benefit our ITSM effort, please share it with us here!

Up to now as of 2014 April, two main processes have been implemented or partially implemented:

  • Service Catalogue Management under Service Design,
  • Incident Management under Service Operation, and
  • Operation Level Agreement under Service Level Management (which in turn comes under Service Design).

Moving forward, we still want to focus on Service Design and Service Operation, ie two main ITIL processes under V3.

There will be a scheduled electrical maintenance at Computer Room 1 as follows:

  Date: 15 Nov 2008 (Saturday)
  Time: 10am to 12:30pm

During this maintenance window, the following services will not be available:

  1. Windows Virtual FYP machines and Research virtual machines.
  2. UNIX Tembusu and Angsana clusters.
  3. Hosted computers without dual source power input in Computer Room 1.

Network access will continue to be fully available throughout all of SoC (including Computer Room 1) during the maintenance window.

The purpose of this maintenance is to enable electrical works to be carried out, in order to improve the reliability and resiliency of our computer room infrastructure.

If you have any queries, please do not hesitate to contact our Technical Services at x2736. Thank you for your understanding.

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