Creating Your ITSM Framework To Build Structure, Stability .

Creating your ITSM Framework to BuildStructure, Stability and ScalabilityGreg McKaySenior Assistant Deputy MinisterOperations Management BranchApril 20, 2021

ContextToday’s TopicsShared Services Canada (SSC) was created in 2011, totransform how the Government of Canada manages andsecures its information technology (IT) infrastructure. Itplays a key role in the government’s ability to deliverdigital programs and services that improve the lives ofCanadians, their families and communities.Vision for Enterprise ITSMMeeting the Government ofCanada’s ITSM needsSSC works in partnership with key public-sector andprivate-sector stakeholders to implement enterprise-wideapproaches for managing IT infrastructure services andemploy effective and efficient business managementprocesses.SSC’s role in Enterprise ITSMSSC supports 43 partner departments and 100 departments and agencies. Understanding Customer Impacts toHelp Manage the ChangeThe Service Management Transformation (SMT) Program sets the five yeardirection for the delivery of a series of consolidation, improvement, andtransformation initiatives aimed at establishing standards, processes and toolsfor the delivery of GC IT services, in alignment with service managementgovernance.Key Implementation ConsiderationsQuestionsConsistent with an Enterprise approach, in August 2019 SSC procured anEnterprise license for ITSM accessible to all of the GCCustomers are able to leverage the SSC Enterprise ITSM Tool contract toaccess software licenses and professional services to support the replacementof their legacy ITSM tools225

Vision for Enterprise ITSMSupporting the Government of Canada’s delivery of programs and services to CanadiansDelivering the best value for the Government of Canada1Providing cost savings from SSC’s purchase of anenterprise ITSM software license along with maintenanceand support2EnablingEnterpriseITSM as aServiceReducing Customer effort and time in executing on anew ITSM solution345Improving service delivery by optimizing integrationwithin SSC and between SSC and Customers, providingvisibility and flow of real-time shared informationImproving business analytics capabilitythrough standardization, integration andenhanced reporting capabilityReducing the number of ITSM tools in operation andmaintained by SSC and across theGovernment of Canada33

Meeting the Government of Canada’s ITSM needsThe Enterprise ITSM (EITSM) Tool Service offers SSC’s Customers secure and cost-effective options to implement a new ITSM tool.Offering 4: CustomerNew ITSM Tool Instance(SaaS)InterfaceOffering 1: LicenseUpgrade/Expansion forCustomers withexisting installationof new ITSM toolSSC is following a human-centered approach to definethese EITSM service offerings and the onboardingprocess. This approach emphasizes collaboration anddirectly engages customer-users in the design process toco-create solutions that solve real pain points.Offering 2: Customer becomes a tenant onSSC’s ITSM platformInterface What does success look like for them?CustomerSSCCustomerInterfaceTenants Why do they care? How do they perceive the journey? What are their interests along the journey?InterfaceCustomer LegacyITSM Tool(Bi-directional TicketExchange Solution)InterfaceAs part of the design process, we are asking ourcustomers questions such as:Offering 3: New CustomerITSM Tool Instance onseparate dedicated platformand infrastructureThe customer engagement experience is designed toimprove customer adoption and retention, reduceoperational inefficiencies and improve overall customersatisfaction in the onboarding process.44

SSC’s role in Enterprise ITSMSSC Overarching Role Coordinate Customer and ITSM tool vendor engagement Manage request intake via the Enterprise Business Intake and Demand Management process to address cost recovery elements Manage ITSM tool contract, providing customer access to SSC’s enterprise ITSM tool license and access to the ITSM tool contract for professional servicesEITSM Tool ServiceProviderEITSM Tool ServiceEnablerEITSM Tool ServiceBrokerMulti-TenancyDedicated InstanceLicense Upgrade/Expansion Host and manage SSC’s ITSM platform Provide governance control of changes andreleases that have potential impact across tenants Deliver tenant platform/infrastructure andapplication support Support Customers and provide oversight onsystem integration, including ConfigurationManagement Database (CMDB) design Provide Customers with: SSC infrastructure to host new ITSM toolsoftware for unique customerrequirements (e.g., security) Platform (e.g., database install/support) Support for ITSM tool integration Infrastructure support Coordinate alignment of patch levels with SSC(infrastructure, database, web server,applications)Provide Customers with: ITSM tool installations Access to SSC’s enterprise ITSM toollicense for upgrading and expanding Professional Services through access tothe ITSM tool contractDedicated Instance Provide public cloud service options (e.g., AWS,Azure) for customers to “bring your own license” Provide optional clients who have their ownplatform/infrastructure arrangements with accessto SSC’s enterprise ITSM tool license and accessto professional servicesSaaS: Provide customers access to the ITSM tool 5 5vendor SaaS offering

Understanding Customer Impacts to Help Manage the ChangeFor its own ITSM implementation, SSC conducted a Customer Impact Assessments based on 4 Pillars (Breadth, Communications,Transition, and Training). The objective of the Impact Assessment was to understand, analyze, track and communicate ‘people-related’impacts resulting from the implementation of SSC’s new ITSM Tool and enabled processes. The assessment informed OrganizationalChange Management (OCM) activities such as communications and training.BreadthMeasured by Scale of impactacross the organization andextent of interaction with otherteams4Transition/OperationMeasured on readiness,reluctance and willingness tochange2For each of the customers, the Assessment aimed tounderstand the impacts on:CommunicationsMeasured by extent ofcommunication requireddue to changes to existingprocesses3TrainingMeasured by extent ofKnowledge transfer, andrequired educationFramework and Approach11. The way Customers request services from SSCUnderstand the existing way customers request services fromSSC, and assess in comparison to proposed Release 12. The way Customers integrate to SSC’s ITSM ProcessesUnderstand existing interaction and integration of ITSMprocesses – Request Fulfilment, Incident Management andChange Management ProcessesThe Impact Assessment focused on 3 interactions betweenSSC and its Customers:1. A Customer "Needs to order something"2. A Customer needs SSC to “Fix an Issue" or "Restore aService"3. A Customer wants to make SSC aware of, or require SSC'ssupport on modifications to existing applications / environment66

Key Implementation ConsiderationsExecutive SupportOrganizational ChangeManagementTrainingEnsure that strongmanagement support isavailable at every step ofthe process in order toaddress issues as theyariseDevelop an OrganizationalChange ManagementPlan that leveragesindustry approaches toaddress the people-sidechange associated withtransitioning to a futurestateProvide early training toensure that everyone hasawareness of the productTool FunctionalityUnderstand the tool’s OutOf-the-Box capabilitiesbefore documentingrequirements to align thetool’s capabilities andprocessesStakeholderEngagementEngage with allstakeholders including theparts of the organizationdelivering the service.77

Questions?88

Manage ITSM tool contract, providing customer access to SSC’s enterprise ITSM tool license and access to the ITSM tool contract for professional services . 6 6 Understanding Customer Impacts to Help Manage the Change For its own ITSM implementation, SSC conducted a Customer Impact Ass