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VIEWS: 8 PAGES: 37

									 IT Service Management
Best Practices – Overview




             2/15/2006
John A. Underwood and Steve Sobiech
            Information Technology
          Infrastructure Library (ITIL)
   Developed by the British government over the last 30 years
   Open source framework for IT service delivery
   A collection of best practices developed in the IT industry
   Aims to synchronize theory and practice by the use of
    comprehensive checklists, tasks, procedures and responsibilities
    which can be tailored to any IT organization
   Other models based on ITIL
        HP’s ITSM Reference Model
        IBM’s IT Process Model
        Microsoft’s Operations Framework (MOF)
                                       ITIL
                       Planning to Implement Service Management


                                  Service Management




                                                                            The Technology
The Business




                                             Service            ICT
               The Business
                                             Support       Infrastructure
                Perspective
                                                            Managment
                                  Service
                                  Delivery
                                                     Security
                                                   Management

         Application Management
        ITIL IT Service Management
                   (ITSM)
   Service Support              Service Delivery
                                     Service Level Management
       Incident Management          Financial Management
       Problem Management           Capacity Management
                                     IT Service Compatibility
       Configuration                IT Service Continuity
        Management                    Management
       Change Management            Availability Management
                                     Security Management
       Release Management           ICT Infrastructure
                                      Management
                                     Application Management
                                     Business Perspective
                                     Panning to implement
                                      Service Management
Service Level Agreements (SLA)
   Definition: “A formal negotiated document that defines
    (or attempts to define) in quantitative (and perhaps
    qualitative) terms the service being offered to a
    customer.” (Dictionary for IT Service Management)

Typically it will cover:
       Service hours
       Service availability
       Customer support levels
       Throughputs and responsiveness
       Restrictions
       Functionality and service levels to be provided in contingency
             So what really is a SLA?

   Two way agreement between those
    providing the support and those receiving
    the support
       also used to define support boundaries and
        expectations between internal work groups
            responsibility charts – who is responsible for what
   Sets clients’ expectations
                 Types of SLAs

   External
       between IT organization as a whole and all
        clients receiving IT services
   Internal
       between groups providing support for these
        IT services within the IT organization
       responsibility charting
            Content of External SLA
   Introduction
        parties involved
        description of services
        scope of agreement
        responsibilities of both parties; provider and client
   Service hours
   Availability
   Reliability
   Support provided
   Throughput
   Response time
   Service continuity and Security
          Content of Internal SLAs
   Introduction
       groups involved
       description of services
       scope of agreement
       ownership
       responsibilities of both groups
   Troubleshooting steps
   Required information
   Criteria for priorities
   Preferred contact methods
       business hours notifications
       after normal business hours notifications
            criteria for notifications
                      Service Support

         Incident




   What is an Incident?
       deviations from expected or planned service
        performance as outlined in a SLA
   All initial contacts begin as an Incident
               Incident Management
   Incident detection and recording
       primary responsibility of a help desk
       the initial incident details, contact information etc
   Classification and initial support
       identifying the reason for the incident and checking to see if there is a
        matching known solution*
            temporary workarounds or permanent solutions
            decreases resolution time and avoids further or reinvestigation of an incident
             that is related to a known solution
    * created by support personnel through incident and problem resolutions
   Investigation and diagnosis
       if a solution is not available, additional investigation and diagnosis is
        completed to gather more information to obtain a resolution, even if the
        resolution means a workaround with degraded services
        Incident Management cont.
   Resolution and recovery
       carried out when a solution has been found, even if it means a
        workaround with degraded services
   Incident closure
       after the incident has been resolved, either at the help desk,
        second- or third-level support, the incident is closed
            It is important to accurately update the details of the incident and
             match it with a known solution or enter a new solution. This will
             allow future incidents to be resolved without additional
             investigation.
   Ownership, monitoring, tracking and
    communication
       defined with SLAs
Day in the life of the ITIL Help Desk
                                        Hello ITIL Best Practices Help
                                         Desk. How can we help you?
                                        An Incident is created
                                        Search of similar incidents
                                         results in a potential solution.
                                        Solution is tried and it works.
   I have not received any e-mail      Is there anything else we can
    in the last hour and I know          do for you?
    people have sent me some            The Incident is resolved.
   No, thanks for the quick fix.
Day in the life of the ITIL Help Desk
                                           Hello ITIL Best Practices Help
                                            Desk. How can we help you?
                                           An Incident is created.
                                           Do you have the same
                                            problem with your personal
                                            folder?
                                           Search for similar incidents
                                            provides no possible solutions
                                            or workarounds.

   When I open a folder on the
    shared drive, I get an “XB4078865
    – unable to complete operation’
    error.
   My personal folder works fine.
Day in the life of the ITIL Help Desk
                                   Search of equipment database
                                    provides client’s equipment
                                    configuration, including version of
                                    software installed. This is confirmed.
                                   It is assessed that services are
                                    degraded and in violation of client
                                    agreements.
                                   Following internal agreements, the
                                    Incident is escalated to a Problem and
                                    assigned to the File Services Group.
                                   Client is given the Incident number
                                    and told that it has been assigned to
                                    the File Services Group.
                                   Is there anything else we can help you
                                    with?
   No, thanks for your help.
                      Service Support

           Incident      Problem




   What is a Problem?
       a Problem is generated when no known
        solution is available for an Incident
       multiple Incidents can be related to a single
        Problem
              Problem Management
   Problem control
       detection of the underlying root cause(s) of individual or related
        incidents, their resolution and future prevention
            this includes communicating solutions or workarounds to the help
             desk to immediately restore services to clients
   Error control
       monitoring and eliminating known problems if possible
            for this process to be effective, known errors should be identified
             and eliminated during the development and testing process before
             a service or change is rolled into production
   Proactive Problem Management
       uses trend analysis and the completion of problem reviews
       aimed at preventing Incidents before they occur or are escalated
        into Problems
    Problem Management Outputs
   Known solutions
       used in the initial classification and support process of
        Incident Management
       allows for first contact Incident resolution
   A Request for Change (RFC)
       making changes to prevent incidents that are likely
        but have not occurred
   An updated problem record
       a solution and/or available workaround for future
        incidents are clearly documented and added to the
        support knowledge base
             Day in the life of the ITIL
                  Tier 2 Support
                                                 Client is contacted and solutions is
                                                  verified working.
                                                 Incident is resolved.




   File Service Group is able to duplicate
    the problem and solution is
    investigated.
   Solution is found.
   Problem is updated with possible
    solution.
   Problem is resolved.
   Following internal agreements, Help
    Desk is notified of possible solution.
Day in the life of the ITIL Help Desk
                                           Hello ITIL Best Practices Help
                                            Desk. How can we help you?
                                           An Incident is created.
                                           Do you have the same
                                            problem with your personal
                                            folder?
                                           Search for similar incidents
                                            provides a possible solution or
                                            workaround.
   When I open a folder on the
    shared drive, I get an “XB4078865
    – unable to complete operation’
    error.
   My personal folder works fine.
Day in the life of the ITIL Help Desk
                                       Solution is tried and it works
                                       Is there anything else we can help
                                        you with?
                                       Incident is resolved.




   No, thanks for the quick fix.
                               Service Support

               Incident                Problem                  Change

                                                   Configuration     Release




Configuration Management                         Release Management
   Accounts for all IT assets and              Plans and oversees the successful
    configurations within the organization       rollout of software and related
    and its services                             hardware
   Provides accurate information on            Designs and implements efficient
    configuration and their documentation        procedures for the distribution and
    to support all other Service                 installation of changes to the IT
    Management processes                         systems
   Verifies the configuration records          Ensures that hardware and software
    against the infrastructure and correct       being changed is traceable, secure and
    any exceptions                               that only correct, authorized and
   Involves the use of a Configuration          tested version are installed
    Management Database (CMDB)                  Communicates and manages
                                                 expectations of the customer during
                                                 the planning and the rollout of new
                                                 releases
                                 Service Support

                 Incident               Problem                Change
                                                     Configuration     Release




   What is Change Management?
        manages the process of change and limits the introduction of errors and
         incidences related to the change
   Inputs
        Request for Change (RFC)
        CMDB information
        change planning
   Outputs
        updated change planning
        triggers for Configuration and Release Management
        change advisory board approval and recommendations
Day in the life of the ITIL Help Desk
                                           Hello ITIL Best Practices Help
                                            Desk. How can we help you?
                                           An Incident is created.
                                           Is your e-mail working?
                                           Client is located in Lincoln 231.




   When I try to go to any web
    pages I get an error of unable to
    find server.
   My e-mail is not working either.
Day in the life of the ITIL Help Desk
                     Search for similar incidents
                      provides no possible solutions or
                      workarounds.
                     Search of equipment database
                      provides client’s location,
                      equipment configuration, including
                      version of software installed. This
                      is confirmed.
                     It is assessed that services are
                      degraded and in violation of client
                      agreements.
                     Following internal agreements, the
                      Incident is escalated to a Problem
                      and assigned to Network Support.
Day in the life of the ITIL Help Desk
                                   Client is given the
                                    Incident number and told
                                    that it has been assigned
                                    to the Network Support.
                                   Is there anything else we
                                    can help you with?

   No, thanks for your help.
Day in the life of the ITIL Help Desk
                                           Hello ITIL Best Practices Help
                                            Desk. How can we help you?
                                           An Incident is created.
                                           Is your e-mail working?
                                           Client is located in Lincoln 233.




   When I try to go to any web
    pages I get an error of unable to
    find server.
   My e-mail is not working either.
Day in the life of the ITIL Help Desk
                     Search for similar Incidents
                      finds that a Problem for
                      Lincoln 231 has already been
                      escalated to Network Support.
                     Search of equipment database
                      provides client’s location,
                      equipment configuration,
                      including version of software
                      installed. This is confirmed.
                     It is assessed that services are
                      degraded and in violation of
                      client agreements.
                     Following internal agreements,
                      this Incident is associated the
                      existing Problem.
Day in the life of the ITIL Help Desk
                                   Client is given the
                                    Incident number and told
                                    that it has been assigned
                                    to the Network Support.
                                   Is there anything else we
                                    can help you with?

   No, thanks for your help.
Network Support Investigation of
 Lincoln Hall Networking Issues
                   Search of the equipment
                    database, shows that all
                    clients reporting incidents
                    are connected to the
                    same network switch.
                   Network Support is
                    unable to remote into the
                    switch, support personnel
                    is dispatched to reboot
                    the equipment.
                   Equipment is tested and
                    verified operational.
    Network Support Investigation of
     Lincoln Hall Networking Issues
                                            Problem is updated
                                             with workaround.
                                            Following internal
                                             agreements, Help
                                             Desk is notified of
                                             workaround.
   Help Desk contacts affected
    clients, they report no additional
    incidents.
Network Support Investigation of
 Lincoln Hall Networking Issues
                   This is the fourth time in
                    two weeks that this
                    network switch has had a
                    problem.
                   It is decided that the
                    equipment needs to be
                    replaced.
                   An emergency outage is
                    scheduled for the next
                    day.
                   Approval is given.
Network Support Investigation of
 Lincoln Hall Networking Issues
                   New equipment is
                    configured according
                    to information found
                    in the equipment
                    database.
Emergency Outage

           New equipment is put in
            place, tested and verified
            working.
           Equipment database is
            updated to reflect the
            new equipment is now in
            place.
           The Problem is updated
            with permanent solution
            and resolved.
           All related Incidents are
            resolved.
                   Overview of ITSM
Violation of SLA        Incidents          Problem             Known solution



   Deviations from expected or planned service performance as
    outlined in the SLA.
   Contact with the help desk is initiated. If the incident is related to a
    known solution, immediate resolution is possible. If the incident is
    related to an unknown solution, a problem is generated.
   Problems are investigated and a known solution is created.
   Once a known solution is created, the problem is resolved and the
    known solution is made available to the help desk for the current
    and future incident resolutions.
                 ITIL Service Support                                                                                      The business, customers and users




                                                                                       Difficulties        Communications
                                                                                       Queries             Updates
                                                                                       Enquiries           Work-arounds
Management
Tools



                                                           Incidents                      Service Desk                                       Changes
                Incidents

                                                                                                                                                                         Releases
                                                                                                           Customer
                                     Incident
                                                                                                         survey reports
                                   Management



             Service reports
             Incident statistics                                  Problem
             Audit reports                                       Management




                                            Problem statistics
                                                                                                        Change
                                            Trend analysis                                            Management
                                            Problem reports
                                            Problem reviews
                                            Diagnostic aids
                                            Audit reports

                                                                           Change schedule                                             Release
                                                                           Change Advisory Board                                      Management
                                                                           Change statistics
                                                                           Change reviews
                                                                           Audit reports

                                                                                                                                                                       Configuration
                                                                                                                 Release schedule
                                                                                                                                                                       Managment
                                                                                                                 Release statistics
                                                                                                                 Release reviews
                                                                                                                 Secure library
                                                                                                                 Testing standards
                                                                                                                                                   CMDB reports
                                                                                                                 Audit reports
                                                                                                                                                   CMDB statictics
                                                                                                                                                   Policy/standards
                                                                                                                                                   Audit reports




                                                                 Problems                                                                                             CIs
                                    Incidents                                                          Changes                         Releases
                                                                 Known errors                                                                                         Relationships



                                                                                               CMDB
Questions?

								
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