2013 service management: year in review
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Tammy Whited
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It's been just over a year since Fermilab achieved ISO20000 certification, and last month, we passed our first surveillance audit. Congratulations to the service owners, service providers and process owners who worked so hard!
It has been a busy year for Service Management. Many changes in people, services and capabilities occurred. Several service areas in both divisions have been working to onboard at various levels to the ITIL processes, and we introduced a "service onboarding lite" checklist to help to understand the process. ServiceNow was expanded, both to continue to improve our IT Service Management program and to expand the tool to allow for additional capabilities.
Recently, we have been holding "Year in Review" meetings with each division and section across the laboratory. These meetings have been producing good feedback to Computing Sector management. These presentations are available on the Service Management site.
Lots of new faces joined the ITIL Process Owner team. Robert Harris became the capacity manager, and Michael Diesburg became the availability and service continuity manager; Brian McKittrick became the service level manager and group leader for the ITIL process owners; Anthony Donzelli came to us from Office Max as our new incident manager. We expanded the business relationship management process to include the scientific liaisons, led by Ruth Pordes and Margaret Votava. We certified 14 people on ITIL v3 foundation training and trained 64 people on the ITIL v3 refresher course. We will continue training efforts for both courses, hopefully, in February or March.
Scientific Computing Division made great strides in implementing ITIL processes. Data storage is the first SCD ISO-certified service, while several service areas and offerings have implemented incident, problem and change and have service offerings defined in the service catalog. Ruth Pordes is the SCD service management coordinator and has worked closely with Brian McKittrick to make this process go smoothly. They have also worked closely with NOvA, DarkSide-50 and now Mu2e on technical scopes of work that align with Computing Sector services and service level agreements.
Core Computing Division continued to add services to ITIL process and specifically certified Team Center and Engineering Services on ISO20000.
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—Tammy Whited, Fermilab service manager
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