Fairfax County Public Schools

2. Fairfax County Public Schools

3. Introductions • Terri Pendleton IT Service Management, Service Management Programmer • Jennifer Sponheimer IT Service Management, Functional Application Specialist

4. About FCPS • Outside of the Nation’s Capital • 11th Largest School System • 184,000 Student • 23,000+ Full Time Employees (400 IT)

5. About IT Support in FCPS • Every year we see approximately 250,000 incidents/service requests via:(graphs show data 8/1/12-present)

6. FCPS Service Catalog History2007 State of IT Service: • 200+ locations each with their own way of requesting service • Employees did not know who to contact for service, support or information Applied Solution: • HTML based service catalog with Cold Fusion forms

7. FCPS Service Catalog History2007 – First Version • 125 services: • Redirects • Simple (CF) forms that create a Remedy INC • Self reporting uses Remedy Requester Console

8. FCPS Service Catalog History2010 State of IT Service: • Existing services have been revised to have a consistent look and feel for customers • Still HTML based using Cold Fusion forms Solution for Moving Forward: • Conversion of all services to Kinetic

9. FCPS Service Catalog History2010 – Next Iteration • Conversion Process • Redirect services • Simple services • Hurdles • Need to have two actions on the page that move to the request page

10. FCPS Service Catalog2010 – Evolution with Kinetic How using Kinetic moved us forward: • Now added approvals • Questions connecting to Remedy data: • Importance of good data for integrating • Sites • People • Formatting with visual appeal on request page

11. FCPS Service Catalog History2012 State of IT Service: • Still HTML Sub Index pages but pointing to Kinetic services • Mechanism for searching the catalog in Cold Fusion Solution for Moving Forward: • Base entirety of service catalog in Kinetic

12. FCPS Service Catalog History2012 – Current Version • New Additions with Kinetic: • Move to using Kinetic as replacement for Remedy Requestor Console • Dynamic Requests table • Dynamic Survey and Approvals tables

13. Successes with Kinetic • New Task Engine – more accomplished with less effort • Replacement of paper based multi level approvals • The story of EDSL • Replacement of Remedy templates with Kinetic forms • The story of BYOD

14. The Story of EDSL • What is EDSL? • Prior method for requesting access • New method for requesting access

15. The Story of EDSL Old - Paper New - Kinetic

16. Successes with Kinetic • New Task Engine – more accomplished with less effort • Replacement of paper based multi level approvals • The story of EDSL • Replacement of Remedy templates with Kinetic forms • The story of BYOD • Required data easier to gather • Non support users can use as well

17. The Story of BYOD • What is BYOD? • Prior method for reporting devices • New method for reporting devices • Required data easier to gather • Non support users can use as well • Automatically assign and resolve the ticket/multiple tickets

18. The Story of BYOD Old - Template New - Kinetic

19. Successes with Kinetic

20. Lessons LearnedReporting • BYOD – Fields that do not inherently exist in Remedy • Anticipating Report requests from customers • “Generic” fields in Remedy to push Kinetic data to

21. Lessons LearnedGathering Requirements • Customers don’t know what they don’t know • Get customers to tell us their big dreams • A service for preliminary data collection

22. Where do we go from here?FCPS Service Catalog Future • Role based services • More and Different Data Integrations • Using Kinetic Survey to collect feedback from customers

23. Questions?