Purpose Finalize all released changes Guiding Principle Only reviewed and approved changes are moved to Production Inputs Stakeholder input reviewed in Test Procedure or Work Instruction Steps Upon receipt of required reviews and approvals Move all changes from Test to Production Verify Changes in Production Notify stakeholders Update and SCMR Outputs Updated Service Catalog Database Metric Number of SCMRs closed 10.2 Obtain and Publish Service Information Process RACI Matrix Fig. 3 Activity SC Process Owner / Manager Service Owner / Provider Service Customer Stakeholder CITO Staff 3.1 Review, Investigate, Verify SCMR A/R C I I I 3.2 Publish Draft A/R I I I I 3.3 Verify, Audit proposed changes A R I R I 3.4 Publish & Verify A/R I I I I D.3.1 Standard Change Decision A/R I I I I D.3.2 Approved Decision A/R I I I I 11. Service Catalog Review Activities
13. Critical Success Factors and Key Performance Indicators PROGRESS INDICATORS TYPE CSF/KPI Potential Sources Norms Calculation Interval QuaLitative or QuaNititative Value, Performance, Quality or Compliance CSF #1 An accurate service catalog. KPI 1.1 Increase in number of services recorded and managed within the service catalog as a percentage of those being delivered and transitioned in the live environment. 1.1.1 of all services recorded in service catalog versus count of all live OIT services. 100% versus 0% Yearly QuaNtitative Value 1.1.2 Count of all services recorded in service catalog versus count of functions (listed as services, but actually a function of a service) in the service catalog. 100% versus 0% Yearly QuaNtitative Value KPI 1.2 Percentage reduction in the number of variances detected between the information contained within the service catalog and the 'real-world' situation. 1.2.1 ITSM tool, user/customer tickets that are logged or escalated, requesting or logging updates made to the service catalog. Lower percentage over time Weekly QuaNtitative Compliance, Performance 1.2.2 Service catalog review by service owners answers the question, "Is this service index an accurate portrayal of what is happening in the real world of this service?" 100% accuracy in service catalog versus 0% listed by service owners Yearly QuaNtitative Compliance, Performance CSF #2 Student/staff/faculty awareness of the services being provided.
KPI 2.1 Percentage increase in completeness of the customer-facing views of the service catalog against operational services. Clear separation between and supporting services. Complete service information is timely, credible, accurate, accessible, sustainable, and supported. 2.1.1 ITSM tool, user/customer tickets that are logged or escalated, requesting or logging updates made to the service catalog. Lower percentage over time Weekly QuaNtitative Performance 2.1.2 Survey of service catalog users/customers "Are you finding the information in each and is the information appropriately separated?" Increase percentage over time Yearly QuaLtitative Performance, Compliance 2.1.3 Survey of supporting services "Are you finding the information in each and is the information appropriately separated?" Increase percentage over time Yearly QuaLtitative Performance, Compliance 2.1.4 Service catalog review by service owners, answers the question, "Is this service complete? If not, what needs to happen to make it complete?" 100% complete service catalog Yearly QuaLtitative Quality, Compliance 2.1.5 Count of all services versus supporting services. Confirmation that all services listed are correctly categorized between and supporting.. Yearly QuaNtitative Compliance KPI 2.2 Percentage decrease in 2.2.1 ITSM tool, user/customer tickets that are Lower percentage Weekly QuaNtitative Value, Quality
requests for customer facing service information; shows increase in knowledge of services listed in the service catalog. logged or escalated decrease. over time 2.2.2 Survey of service catalog users "In the past year have you used the OIT service catalog to access information regarding university IT services?" Greater percentage over time Yearly QuaNtitative Quality KPI 2.3 Increase in student/staff/faculty access to online customer-facing service catalog. 2.3.1 ITSM tool, overall decrease in number of calls to service desk; of those calls a decrease in tickets where users had accessed the service catalog prior to calling. Add to self-service ticket and closure notification, "Did you access any part of the OIT service catalog (www.alaska.edu/oit/services) prior to placing this call or submitting this ticket?" 0 calls; 0 calls. Zero %, so that if there are fewer calls we know that the service catalog is giving people the answers they need and calls to the Help Desk are being avoided. Weekly QuaNtitative Value, Quality, Compliance 2.3.2 Increase in number of web hits per individual service index Greater percentage over time Weekly QuaNtitative Value, Quality, Compliance 2.3.3 Add customer satisfaction survey to each OIT employee's signature block in their email. Question would include "Did you access any Greater percentage over time Weekly QuaLtitative Value, Quality
part of the OIT service catalog (www.alaska.edu/oit/services) prior to placing this call or submitting this ticket?" CSF #3 OIT personnel awareness of the technology supporting the services. KPI 3.1 Percentage increase in completeness of supporting services against the IT components that make up those services. 3.1.1 ITSM tool; percent increase in number of supporting services with attached listing of IT components that make up each supporting service. Greater percentage over time Yearly QuaNtitative Value, Compliance KPI 3.2 Increase in OIT Support Center having access to information to support all live services, measured by the percentage of incidents with the appropriate information. 3.2.1 ITSM Cherwell tool; does the service definition have the appropriate service component-related information? *Tied to configuration management so may take longer to implement Greater percentage over time Yearly QuaLtitative Value, Compliance GLOSSARY Potential Sources From is the information being gathered? Norms A single target number, or the upper and lower limits for acceptable performance. Calculation Interval How often is the information being gathered? Qualitative or Quantitative Is the measurement Qualitative or Quantitative? V, Q, P, or C Is this Value, Quality, Performance or Compliance Value Value is generated through exchange of knowledge, information, goods or services. Is what we are doing making a difference?