Problem Management Trend Analysis - Excel

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					Network Management Process Maturity Assessment Tool
                                                                        Process Maturity

                                                                         0                  1                       2                   3                  4                   5
                      Process Capabilities                               Non Existent           Chaotic             Reactive            Proactive          Managed                 Optimal      Score

Service Management
                                                                                                                                  Network              Network
                                                                                                                                  strategic plan is    strategic plan is
 Service Management

                                                                                                                                  prepared in          prepared in
                                                                                                                                  conjunction with     conjunction with     Network
                                                                                                                                  the business. No     the business.        strategic plan is
                                                                                                                Network           long and short-      Long and short-      prepared in
                                                                                                                strategic plan is term business        term business        conjunction with
                                                                                                                prepared          plans guided the     plans guided the     the business and
                                                                                                                internally in the development of       development of       maps directly to
                      The network strategic plan supports the           No network                              Information       the network          the network          the business
                      business plan (long and short term plans)         strategic plan                          Services Unit.    strategic plan       strategic plan       strategy
                                                                                                                                  Review is
 Service Management

                                                                                                                                  conducted once                            Reviewed
                                                                                                                                  every two years      Reviewed             annually and
                                                                        No review is                            Review is         once the network     annually and         involves internal
                                                                        conducted once                          conducted only    management           involves internal    and external
                                                                        the network                             when the senior plan is                stakeholders         stakeholders,
                      A periodic review of the network                  management                              IT manager        implemented by       including            including
                      management plan is conducted, involving           plan is                                 requests that the senior IT            application          application
                      internal and external stakeholders                implemented                             plan be reviewed managers              developers           developers
                                                                                                                                                                       All Network
                                                                                                                                                                       processes have
 Service Management

                                                                                                                                     All network                       been
                                                                                                                                     management       All network      documented and
                                                                                           Some network         Most network         processes have management         communicated
                      Network Management processes have been            Network            management           management           been             Processes have across the
                      documented and communicated across the            management         processes have       processes have       documented and been               organisation.
                      organisation for all of the following processes   process have not   been                 been                 communicated     documented and Available on the
                      • Fault management                                been               documented.          documented.          across the       communicated     intranet. Are part
                      • Configuration management                        documented or      Hard copies of       Hard copies of       organisation.    across the       of the Quality
                      • Financial management (accounting)               communicated       the processes        the processes        Hard copies are organisation.     Management
                      • Performance                                     across the         are available to     are available to     made available   Available on the System (ITIL or
                      • Security                                        organisation       new staff            new staff            to all new staff intranet         other QMS)

                      Existence of automated Network
 Service Management

                      Management tools (these might be single                                                                                                               • Service desk
                      stand alone systems, stand alone systems                                                                                                              system
                      that are integrated or a single system to                                                                                        • Service desk       • Knowledge
                      support the following:                                                                                                           system               base to store
                      • Service desk system (aka Help Desk                                                                                             • Knowledge          problems and
                      system)/Incident Management system                                                                                               base to store        known errors
                      • Network monitoring system                                                                                    • Service desk    problems and         • Network
                      • Problem management system                       No automated                                                 system            known errors         monitoring
                      • Availability management system                  network                                                      • Network         • Network            system linked to
                      • Configuration management system                 management                              Service desk         monitoring        monitoring           Service Level
                      • Capacity management                             tools                                   system               system            system               Management
                                                                                                                                                           Service Management Maturity                  0
Service Support
 Service Desk

                                                                                           • Multiple service   • Multiple service                     • Multiple service   • Central service
                                                                                           desks                desks                                  desks                desk
                                                                                           • No service         • Multiple service                     • Single service     • Single service
                      Service Desk Structure                            No service desk    desk system          desk system                            desk system          desk system

                                                                                                                                                                            Expert service
 Service Desk

                                                                                                                                  Unskilled service                         management
                                                                                                                                  desk: Call           Skilled service      and problem
                                                                                                                                  dispatching,         desk: Large          management
                                                                                                                Call centre: Call incident tracking,   number of            (partly). Most
                                                                                                                dispatching only, feedback             incidents are        incidents are
                                                                                                                no other          mechanisms to        solved at the        resolved at the
                      Service Desk Type                                 No service desk                         activities done   clients              service desk         service desk
                                                                                                                                                                    Service Desk Maturity               0

                                                                                                  Appendix 5 Sheet 1
Network Management Process Maturity Assessment Tool
                                                                       Process Maturity

                                                                         0                 1                     2                 3                   4                 5
                           Process Capabilities                          Non Existent          Chaotic           Reactive          Proactive           Managed               Optimal     Score
                                                                                                                               All client-
                                                                                                                               reported issues
Incident Management

                                                                                                                               with the network
                                                                                                                               are logged with                      All client, and IT
                                                                                                           Only client-        the service desk.                    staff-reported
                                                                                                           reported issues      Issues detected  All client, and IT issues with the
                                                                                                           requiring 2nd       by 2nd level and  staff-reported     network are
                                                                                                           and 3rd level       3rd level support issues with the    logged with the
                                                                                          Issues are not   support are         are not logged    network are        service desk,
                           Issues with the network are reported through                   reported through logged with the     with the service  logged with the    essentially in
                           the service desk                             No service desk   the service desk service desk        desk.             service desk       "real-time"
                                                                                                                                                                    • Service desk
                                                                                                                                                                    logs incidents
                                                                                                                              • Service desk                        • Allocates
                                                                                                                              logs incidents                        service requests
                                                                                                           • Service desk     • Allocates                           • Incident
                                                                                                           logs incidents     service requests • Service desk       severity rating to
                                                                                                           • Allocates        • Incident         logs incidents     allocate service
Incident Management

                                                                                                           service requests severity rating to • Allocates          requests
                                                                                                           • No incident      allocate service service requests • Network
                                                                                                           severity rating    requests           • Incident         monitoring
                                                                                                           • No network       • No network       severity rating to software is
                                                                                          • Service desk   monitoring         monitoring         allocate service integrated with
                                                                                          logs incidents   system             system             requests           the service desk
                                                                                          • Allocates      • Network          • Network          • Network          system
                                                                                          service requests management         management         monitoring         • Automatically
                           Incidents are logged by the service desk in                    • No incident    staff use manual staff use manual software is used, generates
                           an automated Service Desk system and                           severity rating  management         management         but is not         service requests
                           allocated to Network Management staff. The                     • No network     processes to       processes to       integrated with    to the Service
                           Service Desk system is integrated with the                     monitoring       ensure reliability ensure reliability the service desk Desk system
                           Network Monitoring system.                  No service desk    system           of network         of network         system             using the job-
                                                                                                                                                       Incident Management Maturity              0

                                                                                                            Some sites have
Configuration Management

                                                                                                            change             Common CCM
                                                                                                            management         process defined,
                                                                                                            databases and      agreed and in
                                                                                                            track              operation.
                                                                                                            configuration      Configuration
                                                                                                            information,       information                            Central CCMDB
                                                                                                            albeit in          definitions         Central CCMDB      with
                                                                       No CCMDB. No       No CCMDB.         disparate          agreed.             with centralised   decentralised
                                                                       manual process     Manual process    sources. Manual    Migration to        control manages    control manages
                           Change & Configuration Management           to record          to record         process to         consolidated,       all change         all change
                           database (CCMDB) used to manage all         changes to the     changes to the    record changes     central CCDB        requests to the    requests to the
                           change requests to the network              network            network           to the network     planned.            entire network     entire network
                                                                                                                                                  Configuration Management Maturity              0
                                                                                                                                               Central change         Central change
                                                                                                                                               authority              authority
                                                                                                                                               manages                manages
                                                                                                                                               changes that           changes that
                                                                                                                                               impact                 impact
                                                                                                                             No central        WAN/MAN                WAN/MAN
Change Management

                                                                                                                             change authority. infrastructure.        infrastructure.
                                                                                                            Changes are       Changes          Local change           Local change
                                                                                                            made to the      impacting the     authority              authority
                                                                                                            network and the WAN/MAN are        manages                manages
                                                                                                            change is        not               changes that           changes that
                                                                                                            recorded using a communicated to impact the LAN           impact the LAN
                                                                                                            change           stakeholders.     infrastructure.        infrastructure.
                                                                                                            management       Local change      All changes are        All changes are
                                                                                                            form. Change     authority         communicated           communicated
                                                                                                            authority        manages           to stakeholders        to stakeholders
                                                                                                            provided by      changes that      before the             before and after
                           Network change management governance is No governance                            single senior IT impact the LAN change has                the change has
                           in place to manage change requests      process defined                          manager.         infrastructure.   been made              been made
                                                                                                                                                       Change Management Maturity                0

                                                                                                Appendix 5 Sheet 2
Network Management Process Maturity Assessment Tool
                                                                           Process Maturity

                                                                            0                   1                     2                    3                    4                   5
                            Process Capabilities                            Non Existent            Chaotic           Reactive             Proactive            Managed          Optimal              Score
                                                                                                                                                                           Knowledge base
                                                                                                                  Problems are                                             of known errors
 Problem Management

                                                                                                                  fixed by 2nd and                       Actively monitors readily
                            Network problem management processes                                                  3rd level                              2nd and 3rd       accessible to all
                            incorporate the following:                                                            support, but fixes   Some problem      level errors to   support staff,
                            • Resolution of incoming problems                                                     are not              management        either            enabling trend
                            • Management of day-to-day problems            No defined                             documented.          processes         permanently       analysis and
                            • Error control                                problem                                No trend             defined only for  correct them or   proactive
                            • Trend analysis                               management                             analysis is          2nd and 3rd level resolve them at problem
                            • Proactive problem prevention                 processes                              conducted.           support.          1st level         prevention.
                                                                                                                                                         The following
                                                                                                                                                         processes are
                                                                                                                                       The following     integrated:
 Problem Management

                            Network problem management processes                                                                       processes are     • Configuration
                            are integrated with the following processes:                                                               integrated:       Management
                            • Asset Management                                                                                         • Configuration   • Change
                            • Inventory Management                                                                The following        Management        Management
                            • Configuration Management                                                            processes are        • Change          • Service Level
                            • Change Management                                                                   integrated:          Management        Management        All the
                            • Service Level Management                                                            • Service Desk       • Service Desk    • Service Desk    processes are
                            • Service Desk                                 Processes are                          • Service            • Service         • Service         integrated with
                            • Client Relationship Management               not integrated at                      Request              Request           Request           problem
                            • Service Request Management                   all                                    Management           Management        Management        management
                                                                                                                                                               Problem Management Maturity                    0

                                                                                                                                                            Release              Release
                                                                                                                                                            Management           Management
                                                                                                                                                            policy contains      policy contains
 Release Management

                                                                                                                                                            all the roles and    all the roles and
                                                                                                                                                            responsibilities,    responsibilities,
                                                                                                                                                            generic              generic
                                                                                                                                                            guidelines as        guidelines as
                            Network Release Management policy has                                                                                           well as specific     well as specific
                            been published:                                                                                                                 system release       system release
                            • Describes roles and responsibilities                                                                                          management           management
                            • Generic guidelines for release                                                                                                guideline for        guideline for all
                            management or                                  No Release                                                                       critical network     network
                            • Specific system release management           Management                                                                       hardware and         hardware and
                            guidelines                                     policy                                                                           software roll outs   software roll outs

                                                                                                                                       Change and                             A single Change
                                                                                                                  Separate             Configuration                          and
                                                                                                                  Change and           Management                             Configuration
 Release Management

                                                                                                                  Configuration        plans closely        Release and       Management
                                                                                                                  Management           integrated whilst    Change            and Release
                                                                                                                  and Release          Release plan still   Management        plan that defines
                                                                                                                  plans, but no        separate;            closely co-       combined roles
                                                                                               Change and         interfaces to the    interfaces to the    ordinated.        and
                                                                                               Configuration      other processes,     other processes,     Some control      responsibilities
                                                                                               Management         roles and            roles and            over Releases     and procedures
                                                                                               and Release        responsibilities     responsibilities     by Change         that relate each
                                                                                               plans are not      have been            have been            Management,       process to the
                            Network Release Management process                                 well defined for   defined for all      defined for all      either through    others for all
                            relationships between change management        No Release          network            network              network              strict process    network
                            and configuration management are clearly       Management          hardware and       hardware and         hardware and         enforcement or    hardware and
                            defined                                        process defined     software roll outs software roll outs   software roll outs   tools automation. software roll outs
                                                                                                                                                                Release Management Maturity                   0

Service Delivery
 Service Level Management

                            Service Level Management
                            • Monitoring of network resources to verify
                            compliance with SLAs                                                                                       Service level
                            • Defined Quality of Service thresholds with                                          Not all elements     management           Service level        Service level
                            associated alarms that are triggered                                                  of service level     implemented          management           management
                            automatically                                                   Service level         management           only on critical     implemented on       implemented
                            • SLA reports are generated periodically for   No Service Level management is         have been            network              a site-by-site       across entire
                            the business and senior ICT managers           Management       adhoc                 implemented          resources            basis                network

                                                                                                      Appendix 5 Sheet 3
Network Management Process Maturity Assessment Tool
                                                                            Process Maturity

                                                                             0                 1                    2                  3                   4                  5
                           Process Capabilities                              Non Existent          Chaotic          Reactive           Proactive           Managed                Optimal        Score
                           Network Management reporting is available
                           for the following:
                           • Reports for entire networks or specific
Service Level Management

                           resources types (router, servers, WANs,                                                                                                         Network
                           Frame Relay, VoIP, Wireless, ATM, LANs                                                                                                          Management
                           etc)                                                                                                                                            reporting
                           • Real-time performance statistics for trouble                                       Network                                                    available for all
                           shooting                                                                             Management                                                 of the required
                           • Continuous operations information and                                              reporting           Network                                areas. Outputs
                           historical data for monitoring SLAs                                                  available for       Management         Network             of reports are
                           • Long term trends for capacity planning                                             some of the         reporting for      Management          integrated into
                           • Network overview reports summarise             No Network                          required areas      some of the        reporting           an overall
                           network-wide performance                         Management                          for a sub-set of    required areas     available for all   Continuous
                           • Group comparison reports contrast              reporting                           resource types      and for all        of the required     Improvement
                           performance by functional or regional groups     available                           (critical)          resource types     areas               Process.
                                                                                                                                                     Service Level Management Maturity                   0
                                                                                                                                                                       Agency has a
                                                                                                                                                      Agency has a     Business
                                                                                                                                                      Business         Continuity
                                                                                                                                                      Continuity       Management
Continuity Management

                                                                                                                                                      Management       plan that
                                                                                                                                                      plan that        includes a
                                                                                                                                                      includes a       Continuity
                                                                                                                                    Agency has a      Continuity       Management
                                                                                                                                    Business          Management       plan for the
                                                                                                                                    Continuity        plan for the     network.
                           Business Continuity Management plan                                                                      Management        network.         Alternative
                           includes a Continuity Management plan for                                                                plan. Alternative Alternative      methods of
                           the network. An alternative method of            No Business                                             methods of        methods of       working have
                           working has been defined following a loss of     Continuity                                              working are not working have       been defined
                           IT systems.                                      Management                                              clearly defined   been defined.    and are tested at
Continuity Management

                                                                                                                                    Risk               Risk                Assessment has
                                                                                                                                    Assessment has     Assessment has      been completed
                                                                                                                                    been completed     been completed      for the entire
                                                                                                                Risk                for the entire     for the entire      network.
                                                                                                                assessment has      network.           network.            Counter-
                                                                                                                been completed      Counter            Counter-            measures have
                                                                                                                to identify risk.   measures have      measures have       been defined for
                                                                      No risk                                   No counter          been defined for   been defined for    risks rated
                           Risk assessment has been completed for the assessment has                            measures            risks rated        risks rated Major   Moderate, Major
                           entire network                             been completed                            identified yet.     Extreme            and Extreme         and Extreme
                                                                                                                                                        Continuity Management Maturity                   0
                                                                                                                                  Availability Plan
Availability Planning

                                                                                                                                  contain metrics,
                                                                                                                                  which are now        Availability plan   Availability plan
                                                                                                                                  being collected      is closely linked   is closely linked
                           Network Management - Availability Planning                                           Availability Plan on critical          to Incident         to Business
                           • Availability metrics have been defined for                                         does not contain network               Management,         Continuity Plan,
                           “high-availability” network components                                               metrics. Vital    components..         Problem             and vital
                           • Vital business functions have been             Availability                        business          Vital business       Management,         functions are
                           identified                                       planning not                        functions have    functions have       Change              implemented in
                           • Defined and maintained Availability Plan       conducted                           not been defined. been defined.        Management          "high availability"
                                                                                                                                                            Availability Planning Maturity               0
                           Streamlined network capacity planning
                           • Documented network management
Capacity Planning

                           capacity plan
                           • Generate regular reports on resource
                           utilisation                                                                          Not all elements    Network capacity
                           • Regularly review current resource usage                                            of network          planning           Network capacity    Network capacity
                           • Can generate trend graphs on resource                                              capacity            implemented        planning            planning
                           utilisation                                                                          planning have       only on critical   implemented on      implemented
                           • Ability to conduct simulations across the      No Network        Network capacity been                 network            a site-by-site      across entire
                           network                                          capacity planning planning is adhoc implemented         resources          basis               network

                                                                                                    Appendix 5 Sheet 4
Network Management Process Maturity Assessment Tool
                                                                       Process Maturity

                                                                        0                1                  2                  3                    4                   5
                       Process Capabilities                             Non Existent         Chaotic        Reactive           Proactive            Managed                 Optimal      Score
Capacity Planning

                                                                                                                                                Network capacity
                                                                                                        Network capacity    Network capacity    planning utilises
                                                                                                        planning uses a     planning utilises   a consistent
                       Network Capacity Planning processes have                                         disjointed set of   a consistent        toolset and       Network capacity
                       been implemented for network resources.                                          tools. Overall      toolset and         implemented for   planning co-
                       The following has been documented:              No network                       view requires       implemented for     critical and non- ordinated closely
                       • The current technology and its utilisation    capacity                         manual              only the critical   critical          with overall
                       • Future or alternative technologies            planning                         manipulation of     components of       components of     forward planning
                       • The resilience of systems and services        processes                        data.               the network         the network       for ICT.
Capacity Planning

                                                                                                                          Network                                 Management
                                                                                                                          Capacity                                capability covers
                       Network Capacity Management covers the                                                             Management            Network           all three areas;
                       following areas:                                No Network                                         capability only       Capacity          closely linked
                       • Business                                      Capacity                                           covers Service        Management        with Service
                       • Service                                       Management                                         and Resource          capability covers Delivery
                       • Resource                                      capability                                         areas
                                                                                                                          Financial             all three areas   capability
                                                                                                                          process and
                                                                                                                          system in place:      Financial
                                                                                                        Financial         • Automated           management
                                                                                                        management        Financial             process and
                                                                                                        process and       Management            system in place:
                                                                                                        system in place: system captures        • Automated
                                                                                                        • Automated       some of the real      Financial
                                                                                                        Financial         costs incurred to     Management
                                                                                                        Management        manage the            system supports
                                                                                                        system does not network.                network
                                                                                                        capture real      Rudimentary           management           Financial
Financial Management

                                                                                                        costs incurred to network usage         accounting           management
                                                                                                        manage the        management in         • Periodically       process and
                                                                                                        network. Total    place through         reports costs        system in place:
                                                                                                        real costs are    use of                and charges          • Customers are
                                                                                                        not captured.     accounting            against SLAs         obtaining the
                                                                                                        • Annual ICT      facilities in         • Annual ICT         best price for
                                                                                                        budget includes network devices.        budget includes      performance for
                                                                                                        a budget for      • Annual ICT          a budget for         their network
                                                                                                        network           budget includes       network              service
                                                                                                        maintenance,      a budget for          maintenance,         • Customers are
                                                                                                        replacement and network                 replacement and      able to choose
                                                                                                        additions to the maintenance,           additions to the     appropriate
                       Financial Management                                                             network.          replacement and       network. Budget      class of network
                       • Real costs and charges are reported for                                        Budgets based     additions to the      values are           service for their
                       network staff and infrastructure which can be                                    largely on        network.              based on market      needs and pay
                       recovered from the client                                                        guesstimates.     Budgets based         research.            accordingly
                       • Charges are listed for Network                No financial                     • Clients are     largely on macro-     • Clients are        • Full
                       Management services                             management                       billed for        level stimates.       billed for network   transparency of
                       • Budget prepared for annual maintenance,       process and                      „guesstimate‟     • Clients are         services based       network costs to
                       replacement and additions to the network        system in place                  costs             billed according      on real costs        customers.
                                                                                                                                                  Financial Management Maturity                  0

                                                                                                                                                       Agency Maturity Level                     0

                                                                                              Appendix 5 Sheet 5
Category                              Maturity
Service Management                           0        Network Management Process         Maturity
Service Desk                                 0
Incident Management                          0
Configuration Management                     0
Change Management                            0                    Service Management
Problem Management                           0                           5
Release Management                           0
                                             Financial Management                        Service Desk
Service Level Management                     0                           4
Continuity Management                        0
Availability Management                      0                           3
Capacity Planning                         Capacity Planning
Financial Management                         0                           2

              Service Delivery

                                 Availability Management                 0

                                    Continuity Management

                                         Service Level Management                        Problem Managemen

                                                                    Release Management
ocess Maturity

      Service Desk

             Incident Management

                                            Service Support
                 Configuration Management

             Change Management

      Problem Management

Description: Problem Management Trend Analysis document sample