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

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

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Page 1: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

IT Service Management

Best Practices – Overview

2/15/2006

John A. Underwood and Steve Sobiech

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

Information Technology Information Technology Infrastructure Library (ITIL)Infrastructure Library (ITIL)

Developed by the British government over the last 30 yearsDeveloped by the British government over the last 30 years Open source framework for IT service deliveryOpen source framework for IT service delivery A collection of best practices developed in the IT industryA collection of best practices developed in the IT industry Aims to synchronize theory and practice by the use of Aims to synchronize theory and practice by the use of

comprehensive checklists, tasks, procedures and comprehensive checklists, tasks, procedures and responsibilities which can be tailored to any IT organization responsibilities which can be tailored to any IT organization

Other models based on ITILOther models based on ITIL HP’s ITSM Reference ModelHP’s ITSM Reference Model IBM’s IT Process ModelIBM’s IT Process Model Microsoft’s Operations Framework (MOF)Microsoft’s Operations Framework (MOF)

Page 3: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

ITIL ITIL Th

e B

usin

ess

The Technology

The BusinessPerspective

ICTInfrastructureManagment

Service Management

Service Delivery

Service Support

Planning to Implement Service Management

Application Management

SecurityManagement

Page 4: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

ITIL IT Service Management ITIL IT Service Management (ITSM)(ITSM)

Service SupportService Support Incident Incident

ManagementManagement Problem Problem

ManagementManagement Configuration Configuration

ManagementManagement Change ManagementChange Management Release ManagementRelease Management

Service DeliveryService Delivery Service Level ManagementService Level Management Financial ManagementFinancial Management Capacity ManagementCapacity Management IT Service CompatibilityIT Service Compatibility IT Service Continuity IT Service Continuity

ManagementManagement Availability Management Availability Management Security ManagementSecurity Management ICT Infrastructure ICT Infrastructure

ManagementManagement Application ManagementApplication Management Business PerspectiveBusiness Perspective Panning to implement Panning to implement

Service ManagementService Management

Page 5: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Service Level Agreements Service Level Agreements (SLA)(SLA)

Definition: “A formal negotiated document that Definition: “A formal negotiated document that defines (or attempts to define) in quantitative defines (or attempts to define) in quantitative (and perhaps qualitative) terms the service being (and perhaps qualitative) terms the service being offered to a customer.” offered to a customer.” (Dictionary for IT Service Management)(Dictionary for IT Service Management)

Typically it will cover:Typically it will cover: Service hoursService hours Service availabilityService availability Customer support levelsCustomer support levels Throughputs and responsivenessThroughputs and responsiveness RestrictionsRestrictions Functionality and service levels to be provided in Functionality and service levels to be provided in

contingencycontingency

Page 6: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

So what really is a SLA?So what really is a SLA?

Two way agreement between those Two way agreement between those providing the support and those providing the support and those receiving the supportreceiving the support also used to define support boundaries also used to define support boundaries

and expectations between internal work and expectations between internal work groupsgroups

responsibility charts – who is responsible for responsibility charts – who is responsible for whatwhat

Sets clients’ expectationsSets clients’ expectations

Page 7: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Types of SLAsTypes of SLAs

ExternalExternal between IT organization as a whole and between IT organization as a whole and

all clients receiving IT servicesall clients receiving IT services Internal Internal

between groups providing support for between groups providing support for these IT services within the IT these IT services within the IT organizationorganization

responsibility chartingresponsibility charting

Page 8: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Content of External SLAContent of External SLA

IntroductionIntroduction parties involvedparties involved description of servicesdescription of services scope of agreementscope of agreement responsibilities of both parties; provider and clientresponsibilities of both parties; provider and client

Service hoursService hours AvailabilityAvailability ReliabilityReliability Support providedSupport provided ThroughputThroughput Response timeResponse time Service continuity and SecurityService continuity and Security

Page 9: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Content of Internal SLAsContent of Internal SLAs

IntroductionIntroduction groups involvedgroups involved description of servicesdescription of services scope of agreementscope of agreement ownershipownership responsibilities of both groupsresponsibilities of both groups

Troubleshooting stepsTroubleshooting steps Required informationRequired information Criteria for prioritiesCriteria for priorities Preferred contact methodsPreferred contact methods

business hours notificationsbusiness hours notifications after normal business hours notificationsafter normal business hours notifications

criteria for notificationscriteria for notifications

Page 10: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

What is an Incident?What is an Incident? deviations from expected or planned service deviations from expected or planned service

performance as outlined in a SLAperformance as outlined in a SLA All initial contacts begin as an IncidentAll initial contacts begin as an Incident

Service Support

Incident

Page 11: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Incident ManagementIncident Management

Incident detection and recordingIncident detection and recording primary responsibility of a help desk primary responsibility of a help desk the initial incident details, contact information etcthe initial incident details, contact information etc

Classification and initial supportClassification and initial support identifying the reason for the incident and checking to see if identifying the reason for the incident and checking to see if

there is a matching known solution*there is a matching known solution* temporary workarounds or permanent solutionstemporary workarounds or permanent solutions decreases resolution time and avoids further or reinvestigation of decreases resolution time and avoids further or reinvestigation of

an incident that is related to a known solutionan incident that is related to a known solution* created by support personnel through incident and problem * created by support personnel through incident and problem

resolutionsresolutions Investigation and diagnosisInvestigation and diagnosis

if a solution is not available, additional investigation and if a solution is not available, additional investigation and diagnosis is completed to gather more information to obtain a diagnosis is completed to gather more information to obtain a resolution, even if the resolution means a workaround with resolution, even if the resolution means a workaround with degraded servicesdegraded services

Page 12: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Incident Management cont.Incident Management cont.

Resolution and recoveryResolution and recovery carried out when a solution has been found, even if it carried out when a solution has been found, even if it

means a workaround with degraded servicesmeans a workaround with degraded services Incident closureIncident closure

after the incident has been resolved, either at the help after the incident has been resolved, either at the help desk, second- or third-level support, the incident is desk, second- or third-level support, the incident is closed closed

It is important to accurately update the details of the It is important to accurately update the details of the incident and match it with a known solution or enter a new incident and match it with a known solution or enter a new solution. This will allow future incidents to be resolved solution. This will allow future incidents to be resolved without additional investigation.without additional investigation.

Ownership, monitoring, tracking and Ownership, monitoring, tracking and communicationcommunication defined with SLAsdefined with SLAs

Page 13: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

I have not received any e-I have not received any e-mail in the last hour and I mail in the last hour and I know people have sent me know people have sent me somesome

No, thanks for the quick No, thanks for the quick fix.fix.

Hello ITIL Best Practices Help Hello ITIL Best Practices Help Desk. How can we help you?Desk. How can we help you?

An Incident is createdAn Incident is created Search of similar incidents Search of similar incidents

results in a potential solution.results in a potential solution. Solution is tried and it works.Solution is tried and it works. Is there anything else we can Is there anything else we can

do for you?do for you? The Incident is resolved.The Incident is resolved.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 14: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

When I open a folder on the When I open a folder on the shared drive, I get an shared drive, I get an “XB4078865 – unable to “XB4078865 – unable to complete operation’ error.complete operation’ error.

My personal folder works fine.My personal folder works fine.

Hello ITIL Best Practices Hello ITIL Best Practices Help Desk. How can we Help Desk. How can we help you?help you?

An Incident is created.An Incident is created. Do you have the same Do you have the same

problem with your personal problem with your personal folder?folder?

Search for similar incidents Search for similar incidents provides no possible provides no possible solutions or workarounds.solutions or workarounds.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

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

No, thanks for your help.No, thanks for your help.

Search of equipment database provides Search of equipment database provides client’s equipment configuration, including client’s equipment configuration, including version of software installed. This is version of software installed. This is confirmed.confirmed.

It is assessed that services are degraded It is assessed that services are degraded and in violation of client agreements.and in violation of client agreements.

Following internal agreements, the Incident Following internal agreements, the Incident is escalated to a Problem and assigned to is escalated to a Problem and assigned to the File Services Group.the File Services Group.

Client is given the Incident number and Client is given the Incident number and told that it has been assigned to the File told that it has been assigned to the File Services Group.Services Group.

Is there anything else we can help you Is there anything else we can help you with?with?

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 16: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

What is a Problem?What is a Problem? a Problem is generated when no known a Problem is generated when no known

solution is available for an Incidentsolution is available for an Incident multiple Incidents can be related to a multiple Incidents can be related to a

single Problemsingle Problem

Service Support

Incident Problem

Page 17: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Problem ManagementProblem Management

Problem controlProblem control detection of the underlying root cause(s) of individual or detection of the underlying root cause(s) of individual or

related incidents, their resolution and future preventionrelated incidents, their resolution and future prevention this includes communicating solutions or workarounds to the help this includes communicating solutions or workarounds to the help

desk to immediately restore services to clientsdesk to immediately restore services to clients Error controlError control

monitoring and eliminating known problems if possiblemonitoring and eliminating known problems if possible for this process to be effective, known errors should be identified for this process to be effective, known errors should be identified

and eliminated during the development and testing process and eliminated during the development and testing process before a service or change is rolled into productionbefore a service or change is rolled into production

Proactive Problem ManagementProactive Problem Management uses trend analysis and the completion of problem reviewsuses trend analysis and the completion of problem reviews aimed at preventing Incidents before they occur or are aimed at preventing Incidents before they occur or are

escalated into Problemsescalated into Problems

Page 18: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Problem Management Problem Management OutputsOutputs

Known solutions Known solutions used in the initial classification and support used in the initial classification and support

process of Incident Management process of Incident Management allows for first contact Incident resolutionallows for first contact Incident resolution

A Request for Change (RFC)A Request for Change (RFC) making changes to prevent incidents that are making changes to prevent incidents that are

likely but have not occurredlikely but have not occurred An updated problem recordAn updated problem record

a solution and/or available workaround for a solution and/or available workaround for future incidents are clearly documented and future incidents are clearly documented and added to the support knowledge baseadded to the support knowledge base

Page 19: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Day in the life of the ITIL Day in the life of the ITIL Tier 2 SupportTier 2 Support

File Service Group is able to File Service Group is able to duplicate the problem and duplicate the problem and solution is investigated.solution is investigated.

Solution is found.Solution is found. Problem is updated with possible Problem is updated with possible

solution.solution. Problem is resolved.Problem is resolved. Following internal agreements, Following internal agreements,

Help Desk is notified of possible Help Desk is notified of possible solution.solution.

Client is contacted and solutions Client is contacted and solutions is verified working.is verified working.

Incident is resolved.Incident is resolved.

Page 20: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

When I open a folder on the When I open a folder on the shared drive, I get an shared drive, I get an “XB4078865 – unable to “XB4078865 – unable to complete operation’ error.complete operation’ error.

My personal folder works fine.My personal folder works fine.

Hello ITIL Best Practices Hello ITIL Best Practices Help Desk. How can we Help Desk. How can we help you?help you?

An Incident is created.An Incident is created. Do you have the same Do you have the same

problem with your personal problem with your personal folder?folder?

Search for similar incidents Search for similar incidents provides a possible provides a possible solution or workaround.solution or workaround.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 21: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

No, thanks for the quick fixNo, thanks for the quick fix..

Solution is tried and it worksSolution is tried and it works Is there anything else we can Is there anything else we can

help you with?help you with? Incident is resolved.Incident is resolved.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 22: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Accounts for all IT assets and Accounts for all IT assets and configurations within the configurations within the organization and its servicesorganization and its services

Provides accurate information on Provides accurate information on configuration and their configuration and their documentation to support all documentation to support all other Service Management other Service Management processesprocesses

Verifies the configuration records Verifies the configuration records against the infrastructure and against the infrastructure and correct any exceptionscorrect any exceptions

Involves the use of a Involves the use of a Configuration Management Configuration Management Database (CMDB)Database (CMDB)

Plans and oversees the successful Plans and oversees the successful rollout of software and related rollout of software and related hardwarehardware

Designs and implements efficient Designs and implements efficient procedures for the distribution procedures for the distribution and installation of changes to the and installation of changes to the IT systemsIT systems

Ensures that hardware and Ensures that hardware and software being changed is software being changed is traceable, secure and that only traceable, secure and that only correct, authorized and tested correct, authorized and tested version are installedversion are installed

Communicates and manages Communicates and manages expectations of the customer expectations of the customer during the planning and the during the planning and the rollout of new releases rollout of new releases

Service Support

Incident Problem Change

ReleaseConfiguration

Configuration Configuration ManagementManagement Release ManagementRelease Management

Page 23: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

What is Change Management?What is Change Management? manages the process of change and limits the introduction of errors manages the process of change and limits the introduction of errors

and incidences related to the changeand incidences related to the change InputsInputs

Request for Change (RFC)Request for Change (RFC) CMDB informationCMDB information change planningchange planning

OutputsOutputs updated change planningupdated change planning triggers for Configuration and Release Managementtriggers for Configuration and Release Management change advisory board approval and recommendationschange advisory board approval and recommendations

Service Support

Incident Problem Change

ReleaseConfiguration

Page 24: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

When I try to go to any web When I try to go to any web pages I get an error of unable pages I get an error of unable to find server.to find server.

My e-mail is not working My e-mail is not working either.either.

Hello ITIL Best Practices Help Hello ITIL Best Practices Help Desk. How can we help you?Desk. How can we help you?

An Incident is created.An Incident is created. Is your e-mail working?Is your e-mail working? Client is located in Lincoln Client is located in Lincoln

231.231.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 25: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Search for similar incidents Search for similar incidents provides no possible solutions provides no possible solutions or workarounds.or workarounds.

Search of equipment Search of equipment database provides client’s database provides client’s location, equipment location, equipment configuration, including configuration, including version of software installed. version of software installed. This is confirmed.This is confirmed.

It is assessed that services It is assessed that services are degraded and in violation are degraded and in violation of client agreements.of client agreements.

Following internal Following internal agreements, the Incident is agreements, the Incident is escalated to a Problem and escalated to a Problem and assigned to Network Support.assigned to Network Support.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 26: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

No, thanks for your help.No, thanks for your help.

Client is given the Client is given the Incident number and Incident number and told that it has been told that it has been assigned to the assigned to the Network Support.Network Support.

Is there anything else Is there anything else we can help you with?we can help you with?

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 27: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

When I try to go to any web When I try to go to any web pages I get an error of unable pages I get an error of unable to find server.to find server.

My e-mail is not working My e-mail is not working either.either.

Hello ITIL Best Practices Help Hello ITIL Best Practices Help Desk. How can we help you?Desk. How can we help you?

An Incident is created.An Incident is created. Is your e-mail working?Is your e-mail working? Client is located in Lincoln Client is located in Lincoln

233.233.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 28: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Search for similar Incidents Search for similar Incidents finds that a Problem for finds that a Problem for Lincoln 231 has already been Lincoln 231 has already been escalated to Network Support.escalated to Network Support.

Search of equipment database Search of equipment database provides client’s location, provides client’s location, equipment configuration, equipment configuration, including version of software including version of software installed. This is confirmed.installed. This is confirmed.

It is assessed that services are It is assessed that services are degraded and in violation of degraded and in violation of client agreements.client agreements.

Following internal agreements, Following internal agreements, this Incident is associated the this Incident is associated the existing Problem.existing Problem.

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 29: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

No, thanks for your help.No, thanks for your help.

Client is given the Client is given the Incident number and Incident number and told that it has been told that it has been assigned to the assigned to the Network Support.Network Support.

Is there anything else Is there anything else we can help you with?we can help you with?

Day in the life of the ITIL Help Day in the life of the ITIL Help DeskDesk

Page 30: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Network Support Investigation Network Support Investigation of Lincoln Hall Networking of Lincoln Hall Networking

IssuesIssues Search of the equipment Search of the equipment

database, shows that all database, shows that all clients reporting incidents clients reporting incidents are connected to the are connected to the same network switch.same network switch.

Network Support is Network Support is unable to remote into the unable to remote into the switch, support personnel switch, support personnel is dispatched to reboot is dispatched to reboot the equipment.the equipment.

Equipment is tested and Equipment is tested and verified operational.verified operational.

Page 31: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Network Support Investigation Network Support Investigation of Lincoln Hall Networking of Lincoln Hall Networking

IssuesIssues

Help Desk contacts affected Help Desk contacts affected clients, they report no clients, they report no additional incidents.additional incidents.

Problem is updated Problem is updated with workaround.with workaround.

Following internal Following internal agreements, Help agreements, Help Desk is notified of Desk is notified of workaround.workaround.

Page 32: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

This is the fourth time This is the fourth time in two weeks that this in two weeks that this network switch has had network switch has had a problem.a problem.

It is decided that the It is decided that the equipment needs to be equipment needs to be replaced.replaced.

An emergency outage An emergency outage is scheduled for the is scheduled for the next day.next day.

Approval is given.Approval is given.

Network Support Investigation Network Support Investigation of Lincoln Hall Networking of Lincoln Hall Networking

IssuesIssues

Page 33: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

New equipment is New equipment is configured configured according to according to information found information found in the equipment in the equipment database.database.

Network Support Investigation Network Support Investigation of Lincoln Hall Networking of Lincoln Hall Networking

IssuesIssues

Page 34: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Emergency OutageEmergency Outage

New equipment is put New equipment is put in place, tested and in place, tested and verified working.verified working.

Equipment database is Equipment database is updated to reflect the updated to reflect the new equipment is now new equipment is now in place.in place.

The Problem is updated The Problem is updated with permanent with permanent solution and resolved.solution and resolved.

All related Incidents are All related Incidents are resolved.resolved.

Page 35: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Violation of SLA Incidents Problem Known solution

Overview of ITSMOverview of ITSM

Deviations from expected or planned service performance Deviations from expected or planned service performance as outlined in the SLA.as outlined in the SLA.

Contact with the help desk is initiated. If the incident is Contact with the help desk is initiated. If the incident is related to a known solution, immediate resolution is related to a known solution, immediate resolution is possible. If the incident is related to an unknown solution, a possible. If the incident is related to an unknown solution, a problem is generated.problem is generated.

Problems are investigated and a known solution is created.Problems are investigated and a known solution is created. Once a known solution is created, the problem is resolved Once a known solution is created, the problem is resolved

and the known solution is made available to the help desk and the known solution is made available to the help desk for the current and future incident resolutions.for the current and future incident resolutions.

Page 36: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

ITIL Service SupportITIL Service Support

Management Tools

Incidents

IncidentManagement

Service reportsIncident statisticsAudit reports

Incidents

DifficultiesQueriesEnquiries

The business, customers and users

CommunicationsUpdatesWork-arounds

Service Desk

ProblemManagement

ChangeManagement

ReleaseManagement

ConfigurationManagment

Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports

Change scheduleChange Advisory BoardChange statisticsChange reviewsAudit reports

Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports

CMDB reportsCMDB staticticsPolicy/standardsAudit reports

CMDB

IncidentsProblemsKnown errors

Changes ReleasesCIsRelationships

Customersurvey reports

Changes

Releases

Page 37: IT Service Management Best Practices – Overview 2/15/2006 John A. Underwood and Steve Sobiech

Questions?Questions?