CIO & Vice President

Initiative leader: Jim Haustein, CIT Process Improvement, jrh285@cornell.edu 

Spring 2012 focus of Service Delivery Improvement initiative

• Portfolio, Catalog and Service Level Management

Phase 1 focus of Service Delivery Improvement initiative (summer/fall 2011)

The Service Delivery Improvement (also known as ITIL process improvement) component of the ITSM initiative focused on improved service delivery and the ITIL process methodology. Phase 1 included:

• External assessment of current IT service management at Cornell
• Gap analysis of current state versus target
• Identifying quick wins among CIT and at least one service group
• Planning implementation of ITIL approach to service delivery, with the order influenced by the gap analysis
• Both near-term pilots and long-range plans

Process Repository

Process Repository: Pilots templates for ITIL processes, pilot templates for Service Level Agreements and Operation Level Agreements.

Completed milestones

• Process Maturity Assessment:
  • Selected assessment vendor
  • Conducted process maturity assessment
  • Completed assessment interviews
  • Completed preliminary findings report
  • Conducted vision and strategy workshops (follow up to assessment); receive workshop report and recommendations from Third Sky.
  • Created high-level ITSM Roadmap
• Rolled out repository for ITSM processes and templates
• Conducted ITIL training (ongoing)