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Information Technology Service Management (ITSM) Implementation - PowerPoint by smq65315

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									                                                           Performance Measures x.x, x.x, and x.x




Information Technology Service Management (ITSM)
              Implementation Project
           NLIT 2009: 31-May-09 to 3-Jun-09




                 Jeffrey H. Westcott
                       ITSM Service Manager

      Science & Technology PAD – Computation / ICCD
                          UCRL# LLNL-PRES-412668
                  Lawrence Livermore National Laboratory
ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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Terms

 ITIL
         • Information Technology Infrastructure Library
 ITSM
         • Information Technology Service Management
 Incident
         • Any event which is not part of the standard operation of a service and
           which causes, or may cause an interruption to, or reduction in the
           quality of that service.
 Problem
         • … is an unknown underlying cause of one or more incidents.
 Known Error
         • …is a problem that is successfully diagnosed and for which a work-
           around has been identified

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 ITIL v2

                                                      IT Service
                         Availability Management      Continuity


   Capacity Management
                                                                Release
                                                              Management
      Financial
     Management
         for IT services



Service Level                                                    Change
Management                                                     Management

                                                       Configuration
                                                       Management
                             Incident
                           Management       Problem Management

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Terms

 Incident Management
         • The primary goal of incident management is to restore normal service
           operation as quickly as possible and minimize the adverse impact of
           business operations, thus insuring that the best possible levels of
           service quality and availability are maintained. “Normal service
           operation” is defined within the Service Level Agreement (SLA).


 Problem Management
         • The goal of problem management is to minimize the impact of
           incidents and problems on the business that a caused by errors within
           the IT Infrastructure and to prevent the reoccurrence of the incidents
           related to these errors. In order to achieve this goal, Problem
           Management seeks to get to the root cause of incidents and the
           initiate actions to improve or correct the situation


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ITIL v2 to v3




                        ITIL v2
                                                ITIL v3




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ITIL v2 versus v3




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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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Baseline – Where did we start?

                                                               Detail
 Multiple Help Desks
                                                • 13 Directorates – 2 used
 Multiple tracking systems                       Service Desk for tier-1
  and processes                                 • 9 used Institutional Remedy
 Limited application support                   • 2 Remedy Systems

 Unable to upgrade                             • Remedy version 5.0
                                                • Customizations extensive
 Customer Satisfaction
                                                • Little to no formal ITIL Training
 Expense




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Help Desk Baseline

                        Calls                           Tickets
      • 9 Agents (phones, email,                • 3950 Tickets/Month
        web, backup)                            • Resolved within SLA
      • 200 Calls/Day                             99%
      • Handled 89.8%                           • Resolved at Help Desk
      • Abandoned 10.2%                           59%




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Total Ticket Count

      10000


        9000

        8000

        7000

         6000
                                                                                                FY07
         5000                                                                                   FY08
                                                                                                FY09
          4000

          3000

          2000

           1000

                 0
                        Oct   Nov   Dec   Jan
                                                Feb
                                                      Mar   Apr
                                                                  May
                                                                        Jun
                                                                              Jul
                                                                                    Aug
                                                                                          Sep
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Total Incoming Calls
   6000



   5000



    4000



     3000
                                                                                          FY07
                                                                                          FY08
     2000                                                                                 FY09



      1000



            0
                  Oct   Nov   Dec   Jan
                                          Feb
                                                Mar
                                                      Apr
                                                            May
                                                                  Jun
                                                                        Jul
                                                                              Aug
                                                                                    Sep



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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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Education / Consulting

 ITIL Foundations Certification
 Consultant
   • Assessment
   • Evaluation
   • Roadmap
 Process Identification
   • Incident Management
   • Change Management
 Requirements & Definitions
 Tools
 ITIL Practitioner Certification(s)
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IT Solutions Division - ITIL v2
Process Implementation Roadmap

                   Phase 1                  Phase 2                 Phase 3

                               Training and Consultative Services


                                                                      Service
               Service Level              Problem
                                                                     Continuity
               Management                Management
                                                                    Management

               Service Desk
                                           Release
                 (Incident
                                         Management
               Management)


                  Change                  Capacity
                Management               Management


                               Configuration Management & CMDB


                Financial
               Management

                                                                                  Service Support

                                                                                  Service Delivery




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Evaluation

 Research                                   Tools
         •     Gartner Reports                  • Request for
         •     Forrester Reports                  Information
         •     Help Desk Institute              • Demonstrations
         •     Read, read, read, …              • Live 2 day
                                                  Presentations

 Internal Processes
         • What do we do now?
         • What should we do?
         • What should we stop?

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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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ITSM System Requirements

        Interface Requirements                    Non-Functional
         •     User                                 Requirements
         •     Software                             •   Performance Requirements
         •     Hardware                             •   Data Management
        Functional Requirements                   System / Functional
         •     Multiple roles                       Preferences
         •     Large Scale System                   •   Google type search
         •     Configurable vs. Customizable        •   Designed for Web
         •     Reporting                            •   Oracle database
         •     Surveys                              •   Time tracking
         •     Metrics                              •   Bulletin Boards
         •     Notifications                       Security Requirements
         •     Configurable views for reports       •   Secure transactions
                                                    •   Role based security
                                                    •   Multi-tenant


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ITSM Service Desk Requirements

 End-User Experience                        Call Center Features
         •     Self-service                     •   Call stats
         •     Configurable environment         •   Time and task tracking
         •     Email                            •   Priority calibration
         •     Surveys                          •   End-user ticket retrieval
         •     User interfaces                  •   End-user configuration
         •     Work History                  Administrative Features
 Management of End User                        •   Ticket / Incident Management
         •     Configurable fields              •   Routing engine
         •     Contact History                  •   Escalation engine
         •     Contact Information              •   Knowledgebase
         •     Call Entry                       •   Create and link activities
         •     Case Relations                   •   Maintain history
         •     Re-occurring cases               •   Automate Email responses



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ITSM Service Desk Requirements

 Integration                                 Knowledge Management
         •     Portal capable                   •   Information Feeds
         •     Bulletin Board                   •   Information Attachment
         •     Interactive Support            Call / Project Management
         •     One Call for All                 •   Activity Reporting
 Workforce Performance                         •   Track cost per call
         •     Employee Performance           Reporting Features
         •     Activity Management              •   Pre-defined Reports
         •     Workforce Management             •   Exception / Alert Reports
 Field Management Features                     •   User-defined Reports
         •     PDA Sync                         •   Ad-hoc Query Generator
         •     Email Sync                       •   Automatic Roll-up / drill down
         •     Call Handling / Dispatching      •   Forecasting / Planning Tools
         •     Remote Knowledge Management      •   Dashboards
                                                •   Alerts / Alarms


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ITSM Service Desk Requirements

 Time Management Features                        Workflow Features
         •     Calendar                             •   Task Reassignment
         •     Task List                            •   Create triggers for follow-up
         •     Email                                •   Defining individual ticket workflow
         •     Fax
         •     Notes
         •     Transaction / Audit Log
         •     User billing for automated time
               card




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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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ITIL Framework / Roadmap
                                                    Phase 1                         Phase 5
                                                     Incident                       Problem
                                                   Management                      Management


                                                             Trouble       Knowledge
                                                              Ticket         Base                        Phase 3
                                  Phase 4                    Engine                                       Change
                                Service Level                                                           Management
                                Management
                                                                                             Change
                                                Reporting                                    Workflow
                                                 Engine
                                                                        ITSM
                                                                        CMDB
                                                Threshold                                   Configuration
                                                Monitoring                                    Baseline
                                  Phase 7                                                                 Phase 2
                                  Capacity                                                              Configuration
                                 Management                  Software                                   Management
                                                              Library           System
                                                                               Monitoring



                                                    Phase 6                         Phase 7
                                                    Release                        Availability
                                                   Management                     Management

                        Future phases



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ITSM Implementation Timeline


                        2007           2008                  2009               2010          2011         2012



                        Project Plan


                                       Incident / Self-Svc.


                                              Train / Test

                                                               Pilot Live
                                                                            4Help Live
                                                                    Cutover

                                                                             Configuration

                                                                                         CM

                                                                                                     SLM

                                                                                                           PM

                                                                                                                  Future




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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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  Status


   Deliverable             Status    Date Due        Deliverable       Status    Date Due

ITSM                                              Inventory Items     Complete     4/09
                          Complete     2/08
Requirements

Service Desk                                      Interfaces           Active      5/09
                          Complete     2/08
Requirements

Pre-Production                                    Self-Service
                          Complete    12/08                           Complete     4/09
Configuration                                     Usability Testing

Professional                                      Production Pilot    Complete     2/09
                          Complete     5/08
Services
                                                  Communications
                                                                       Active    Ongoing
Evaluation Phase          Complete     7/08       Plan

IP Contact                                        Staff Training      Complete     4/09
Management                Complete     9/08
Install
                                                  IP Contact
Production                                        Management           Active      6/09
                          Complete     4/09
Configuration                                     Configuration




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  Status


   Deliverable            Status   Date Due


Display Panels            Active     8/09


User Training             Active   Ongoing

Client Usability
                          Active     5/09
Testing

Production
                          Active     7/09
Cutover – Group 1

Production
                          Active     8/09
Cutover – Group 2

Production
Cutover – Service         Active     9/09
Desk

Production
                          Active    10/09
Cutover – LC




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ITSM Infrastructure Diagram




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Server Architecture




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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Questions



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Issues / Risks

 Culture
         •     This will require significant changes to how support people will work
         •     Support Groups – functional vs. organizational
         •     Categorization of incidents

 Process focus
         •     The processes we currently use will probably not be sufficient to implement an
               ITIL framework
         •     Ownership of incident and reports
         •     Notifications – customer, owner, team, manager, …

 Technical
         •     Database – Oracle vs MS SQL
         •     Interfaces / Authentication
         •     Desktop configuration – tools, drivers, rights, …




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ITIL Service Support

    Data Feeds              Security           Network &           Application       Operational
                           Incidents        System Incidents        Incidents         Incidents




                                                                                   Management
                                                                                    Information
                                                                                        and
                                           Service                                   Monitoring

                                            Desk

              User




Desktop Support         Network Support        Application      System Support        Operation    Third Party
                                                Support                                Support      Support




                        Sales, Purchase, Contract and Account Management Support




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More Issues / Risks

 Training
         •     Not enough ITIL Trained people

 Scope
         •     ITSM is a huge project that requires significant project management skills to
               prevent scope creep!

 Management focus
         •     Develop a steering committee or Stakeholders group responsible for making
               decisions about details

 Resources
         •     Service Desk
         •     Technicians
         •     Developers & Maintenance

 Funding
         •     Consistent funding – derives directly from Management commitment

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ITSM Implementation

 Agenda
         •     Background
         •     Baseline
         •     Education / Consulting
         •     Requirements
         •     Schedule
         •     Status
         •     Issues / Risks
         •     Process
         •     Questions

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Questions




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Thank You




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