Case study: IST- VM Requests

VM Requests - An analysis of the various requests that come in for Virtual Machines from groups both inside and outside IST. Examination of the overall series of steps that staff take in creating these VMs, the information received in the initial request, follow-up communications with requestors, delays in the process (and general timing of each step), overall satisfaction, specific challenges in the RT stream of correspondence, etc.

VM Requests - IST has initiated an overall ITSQ (IT service quality program) with a number of early pilots; these will be built on as part of the new IST Strategic Plan. One common concern that is heard is the “black hole”, where clients have expressed concerns about the time it takes to complete requests or the communication surrounding them. VM requests were identified as an appropriate example where the learnings and analysis techniques could be applied to other request or service processes.

VM Requests - The study actually showed that, aside from specific outliers, the time to respond to VM requests was reasonable. It also showed that the actual mechanics involved at the technical end were well understood and that only minor improvements were needed. Most delays were actually caused by a series of back and forth communications between staff and requestors in order to clarify requirements or context that were not available in the initial submission. A new specific form was developed for requestors which includes more detailed information. More time will be required to look at the experience over the course of this year to determine actual timing improvements and experience (data is being collected).

VM Requests - Make no assumptions about the actual or root cause of a problem. Data analysis requires a definite rigor and discipline.