Pilot of new Service Management system (SDR2024)
Launch date and more
Launch date
MSD IT Services are happy to announce a tentative launch date of Monday 18th of November 2024 for the pilot of the new ESM – FreshService.
Why are we making the change?
The Digital Transformation programme have funded a pilot of a new ESM system that will explore enhanced and new capabilities to support Professional Services teams across divisions – starting with MSD IT Associates.
The current divisional ITSM system (Request Tracker) has served us well for many years however is now approaching end-of-life and lacks many of the features that will allow us to bring our IT service delivery into the 21st century.
For non-IT teams, the pilot aims to provide new systems to reduce many teams’ dependency (and frustration) on shared-mailboxes to manage incoming requests and workload.
How are we making the change?
The pilot will run until December 2025 and involve both IT and non-IT teams across the university to understand more about how ‘shared by design, bespoke by exception’ systems can support operational and administrative teams by leveraging new technologies in the service management space; including greater use of self-service tools, automation and AI to help teams to collaborate and work more efficiently together.
Project Phases
The project is running in 4 phases:
- Phase 0 – Analysis & technical setup, August-October.
- Phase 1 – Launch of RT replacement for MSD IT Associates, November-December
- Phase 2 – Onboarding of cross-divisional Professional Services pilot groups, January-March 2025
- Phase 3 – Gradual release of extended functionality and ‘customer-facing’ features, January onwards
What’s been happening since the last update?
Since my last message, MSD IT Services have been working closely with our suppliers to prepare map the current features of RT to the new system. This has included:
- Creation of function-based workspaces
- Configuration of agent roles
- Setting up agent accounts
- Developing initial workflows
- Integrating single sign-on
- Initial setup of the new self-service portal
This includes a ‘Sandbox’ to give IT Associates the opportunity to get familiar with the new system, and features, in a non-live environment.
What to expect over the coming weeks?
Monitoring and evaluation
You will soon be receiving a survey that is geared towards IT staff within the Medical Sciences Division (MSD). This survey aims to measure how well-served IT staff across MSD are by current service management tools. Please submit your responses by Thursday 31 October.
Communications
As we approach launch day, we will be sending out weekly updates and useful information to help prepare you and your teams.
Training and workshops
In early November we will be hosting a “show-and-tell" for Freshservice pilot group teams, as well as other teams interested in understanding more about the product. This will be an opportunity to orient to the new system and gain more of an insight into the product. For teams who are due to go live on GLD, this will be followed by more in-depth training hosted by the Freshservice’s onboarding team.
Beyond Go Live Day
In the months following GLD there will be a focus on refining and expanding Freshservice’s implementation. For teams who were onboarded on GLD, this means that there will be a broadening and maturing of functionality based on team needs and priorities. This is also the point at which non-IT professional service teams will be gradually onboarded onto the system.