Wednesday, July 22, 2015

ITIL Case Study: Pioneer Emergency Notification

The IT Infrastructure Library provides a framework for IT best practices. It is an iterative lifecycle that demonstrates how IT services provide value to the business, aka the University. The recent change from an Oracle-based Pioneer Emergency Notification system to a Pioneer Portal-based Pioneer Emergency Notification system (TWU PEN) exemplifies many aspects of ITIL methodology.

Begin with the end | Continual Service Improvement
Technology received a great deal of feedback on the TWU PEN: incidents were logged into the IT service request ticketing system and individuals shared with Technology leadership concerns about the effectiveness of the existing service. A trend emerged. The TWU PEN needed to be improved. 

Start with why | Service Strategy and Service Design
Before applying a change, Technology leadership considered the purpose of the TWU PEN and how to design a service to meet those strategic needs. Changing the TWU PEN provided our colleagues an easy-to-use service to keep them safe.

Developing the service | Service Transition
Project management, application development, testing, and release all occur within the Service Transition process of the ITIL lifecycle. The Enterprise Application team charged with developing the application made it available for beta testing among all Office of Technology staff. They adjusted the application based on feedback received and then made the application available again for testing by department staff. After two rounds of testing and modification, the service was released.

Maintaining the service | Service Operation
Now that the new TWU PEN is live, the Technology Service Desk handles incidents, researches problems, and manages requests through a tiered support system. Since the service was released, there have only been two service requests/inquiries indicating that the service is working efficiently and effectively. 

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