Contact Info:
Mary L. Pretz-Lawson
Director, Planning and Project Management Office
Computing Services
Carnegie Mellon University
412-268-2642
Version 1
- CMU started bottom up with building the technical view (integration points, dependencies, owners)
- 2 year effort to gather data and put in database
- failed to integrate it into daily work flow for most groups
- Help Desk and Communications did use it for outage information
- most staff did not find it easy and information was stale quickly
- Remedy used for change management and Request Tracker for incident management
- tools not integrated
- did not want to use Remedy CMDB as service portfolio database
- purely archival now
- Service Portfolio Lessons Learned-Final.pptx
Version 2
- top down approach
- working with consultant (Third Sky) is a must
- focus on custom value perspective/proposition: CMU draft service framework.pdf
- VIP/high level use cases are most important: Serv Port Use Case Combined ALL-v2.doc
- technical dependencies and ownership not priority
- want quick turn around and value - much smaller set of data: Research Data Services-Service Offering Worksheet-v3.docx
- CMU Service Portfolio v2 Project Details.pdf
Next Steps
- document their "ITSM appetite"
- what are the financial and technical resources
- tools are still separate (catalog, change and incident)
- decide what tools would integrate and how soon