2014 itSMF USA Awards
The annual itSMF USA awards – announced at FUSION14 and sponsored by Cherwell Software – are not just about recognizing and celebrating the achievements of groups, companies, and individuals. They’re also an entry point into the knowledge and experience of those who have already succeeded.
The awards are also a great advertisement for IT service management (ITSM) and its applicability to organizations of all shapes and sizes. Take the itSMF USA Project of the Year for instance, where you’ve an educational institution, a public organization, and private organization all winning regional awards.
itSMF USA Member of the Year Regional Recipients
- East Region: Lisa Kass
- West Region: Donna Holt
- Central Region: Kevin Ritter
- South Region: Eddie Vidal
For further insights from our 2014 Awards winners, click here.
itSMF USA Project of the Year Regional Recipients
Steering a Culture Shift at McMaster University: The ITSM Process
In facing the most significant technology driven project McMaster has ever undertaken – an ERP implementation – the University's Technology Services team (UTS) recognized a new approach would be required to support the changes that the massive project would bring. As Leadership identified a need for new tools and techniques, they made a commitment to redesign their Service Management processes, policies and overall vision. The redesign was so wide that it had to begin with delivering ITIL V3 training to all UTS employees, including senior management, as well as many other key participants from across the University. UTS formed teams to define, engineer and implement solutions for Incident Management, Service Level Management, Change Management and Service Catalogue management. The new processes accommodated the complexity of the maintenance of legacy systems, the multi-phased implementation and testing of the new ERP, and the development and delivery of new non-ERP projects.
Service Management System Replacement – The County of Los Angeles ISD
The project was established to transform the Internal Services Department’s (ISD) Informational Technology Service (ITS) to a service aligned organization for more effective delivery of IT services to the nearly 40 departments of Los Angeles County. Requirements and assessment findings were used that would help reinforce IT Service Management elements needed to set the foundation to improve service delivery and work toward future achievement of ISO/IEC 20000.
The charter of this project injected industry best/good practices to positively effect change through addressing areas of focus that included; people, culture, control processes, new service management technologies, service catalog, reporting, governance and new organizational roles. This focus was chosen to eliminate technical silos, reverse undesirable trends, chart a future state and improve the customer perception of the organization’s IT service delivery value to become the preferred IT service delivery partner for the County of Los Angeles.
Production Assurance - Medtronic
In response to a number of incidents that significantly affected the stability and availability of critical IT services at Medtronic, a production assurance project was initiated to achieve these outcomes: reduce the number of critical system outages, reduce the risk of critical system outages, decrease downtime impact and reduce recovery time (MTTR). The project realized its outcomes by focusing on improvements to processes within service transition; particularly change management, release management, configuration management and knowledge management. Within service operation, the project also reviewed and strengthened the incident management and problem management processes. The Business at Medtronic was positively impacted by the project as IT services critical to take orders, make product, ship orders, recognize revenue and maintain our Quality Management System experienced greater stability and availability. The IT population of the organization was also positively impacted by having additional time to focus on quality improvements rather than reacting to incidents affecting critical systems.