IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

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  • Slide 1
  • IT Service Management Best Practices Overview 2/15/2006 John A. Underwood and Steve Sobiech
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  • Information Technology Infrastructure Library (ITIL) Developed by the British government over the last 30 years Developed by the British government over the last 30 years Open source framework for IT service delivery Open source framework for IT service delivery A collection of best practices developed in the IT industry 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 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 Other models based on ITIL HPs ITSM Reference Model HPs ITSM Reference Model IBMs IT Process Model IBMs IT Process Model Microsofts Operations Framework (MOF) Microsofts Operations Framework (MOF)
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  • ITIL
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  • ITIL IT Service Management (ITSM) Service Support Service Support Incident Management Incident Management Problem Management Problem Management Configuration Management Configuration Management Change Management Change Management Release Management Release Management Service Delivery Service Delivery Service Level Management Financial Management Capacity Management IT Service Compatibility IT Service Continuity Management Availability Management Security Management ICT Infrastructure Management Application Management Business Perspective Panning to implement Service Management
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  • 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) 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 hours Service availability Service availability Customer support levels Customer support levels Throughputs and responsiveness Throughputs and responsiveness Restrictions Restrictions Functionality and service levels to be provided in contingency Functionality and service levels to be provided in contingency
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  • So what really is a SLA? Two way agreement between those providing the support and those receiving the support 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 also used to define support boundaries and expectations between internal work groups responsibility charts who is responsible for what responsibility charts who is responsible for what Sets clients expectations Sets clients expectations
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  • Types of SLAs External External between IT organization as a whole and all clients receiving IT services between IT organization as a whole and all clients receiving IT services Internal Internal between groups providing support for these IT services within the IT organization between groups providing support for these IT services within the IT organization responsibility charting responsibility charting
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  • Content of External SLA Introduction Introduction parties involved parties involved description of services description of services scope of agreement scope of agreement responsibilities of both parties; provider and client responsibilities of both parties; provider and client Service hours Service hours Availability Availability Reliability Reliability Support provided Support provided Throughput Throughput Response time Response time Service continuity and Security Service continuity and Security
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  • Content of Internal SLAs Introduction Introduction groups involved groups involved description of services description of services scope of agreement scope of agreement ownership ownership responsibilities of both groups responsibilities of both groups Troubleshooting steps Troubleshooting steps Required information Required information Criteria for priorities Criteria for priorities Preferred contact methods Preferred contact methods business hours notifications business hours notifications after normal business hours notifications after normal business hours notifications criteria for notifications criteria for notifications
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  • What is an Incident? What is an Incident? deviations from expected or planned service performance as outlined in a SLA All initial contacts begin as an Incident All initial contacts begin as an Incident
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  • Incident Management Incident detection and recording Incident detection and recording primary responsibility of a help desk primary responsibility of a help desk the initial incident details, contact information etc the initial incident details, contact information etc Classification and initial support Classification and initial support identifying the reason for the incident and checking to see if there is a matching known solution* identifying the reason for the incident and checking to see if there is a matching known solution* temporary workarounds or permanent solutions temporary workarounds or permanent solutions decreases resolution time and avoids further or reinvestigation of an incident that is related to a known solution 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 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 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
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  • Incident Management cont. Resolution and recovery Resolution and recovery carried out when a solution has been found, even if it means a workaround with degraded services carried out when a solution has been found, even if it means a workaround with degraded services Incident closure Incident closure after the incident has been resolved, either at the help desk, second- or third-level support, the incident is closed 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. 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 Ownership, monitoring, tracking and communication defined with SLAs defined with SLAs
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  • I have not received any e-mail in the last hour and I know people have sent me some I have not received any e-mail in the last hour and I know people have sent me some No, thanks for the quick fix. No, thanks for the quick fix. Hello ITIL Best Practices Help Desk. How can we help you? Hello ITIL Best Practices Help Desk. How can we help you? An Incident is created An Incident is created Search of similar incidents results in a potential solution. Search of similar incidents results in a potential solution. Solution is tried and it works. Solution is tried and it works. Is there anything else we can do for you? Is there anything else we can do for you? The Incident is resolved. The Incident is resolved. Day in the life of the ITIL Help Desk
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  • When I open a folder on the shared drive, I get an XB4078865 unable to complete operation error. When I open a folder on the shared drive, I get an XB4078865 unable to complete operation error. My personal folder works fine. My personal folder works fine. Hello ITIL Best Practices Help Desk. How can we help you? Hello ITIL Best Practices Help Desk. How can we help you? An Incident is created. An Incident is created. Do you have the same problem with your personal folder? Do you have the same problem with your personal folder? Search for similar incidents provides no possible solutions or workarounds. Search for similar incidents provides no possible solutions or workarounds. Day in the life of the ITIL Help Desk
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  • No, thanks for your help. No, thanks for your help. Search of equipment database provides clients equipment configuration, including version of software installed. This is confirmed. Search of equipment database provides clients equipment configuration, including version of software installed. This is confirmed. It is assessed that services are degraded and in violation of client agreements. 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. Following internal agreements, the Incident is escalated to a Problem and assigned to the File Services Group. Client is given th

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