NUS-ISS Learning Day 2015 - Why All IT Professionals should know IT Service Management

#ISSlearn

WHY ALL IT PROFESSIONALS SHOULD KNOW IT SERVICE MANAGEMENT

25 Aug 2015 / Goh Boon Nam

1(Total Slides=8) T:\S-ITSM-F\OM\Module 1 v3.pptx © 2015 National University of Singapore. All Rights Reserved

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About Myself

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ITIL Expert, TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT,Chartered IT Professional

20 years of IT management experience Process Improvement Enterprise Architecture and Planning IT Operations Application Development

Consultancy for private and public sector CMMI Enterprise Architecture

Goh Boon NamChief, IT Service ManagementInstitute of Systems [email protected]

#ISSlearn

Why ITIL? (1)

• Imagine an IT project developed and put into production

• Is the project a success if:• Teething problems of the “live” project are

not resolved promptly as they occur?• Cutover is at a critical period and causes

unforeseen incidents in your system and other systems?

• System availability does not meet the SLA requirements?

• Response time is below SLA requirements?

• Customer is not satisfied with the project?• Project is not aligned to overall business

needs?3

#ISSlearn

• IT Service Management (ITSM) can complement Project Management and Software Development LifeCycle (SDLC) best practices to help ensure success of a project

• ITIL is the international best practice for ITSM

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Why ITIL? (2)

ReqInit Design Code Test Impl

Project Management

ServiceDesign

ServiceTransition

ServiceOperation

Continual Service Improvement

ServiceStrategy

ITIL

#ISSlearn

ITIL – 26 Management Processes

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Continual Service Improvement “Enhancing the value”

Service Portfolio Management

DemandManagement

FinancialManagement

Service CatalogueManagement

Service LevelManagement

CapacityManagement

AvailabilityManagement

Service ContinuityIT Service ContinuityManagement

Information Security Information Security Management

SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement

Service Strategy Service Design Service Transition Service Operation

7 Step Improvement process

Strategy Management for IT services

Business RelationshipManagement

Design coordination

Change Management

Service Asset & Configuration Mgt

Release &Deployment Mgt

Service Knowledge Management

Transition Planning& Support

Service Validation & Testing

Change Evaluation

Reproduced from UXC ConsultingBased on Cabinet Office ITIL® material. Reproduced under license from the cabinet office

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WHY ITIL/ITSM –SOME HIGHLIGHTS OF SOME OF THE ITIL MANAGEMENT PROCESSES

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ITIL – Incident Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Incident Management


Non-IT IncidentCompany car broke down.

How to manage this incident to help the affected company staff? (e.g. on way to airport for a business trip)

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ITIL Recommendation for Incident Management


FirstPriority

SecondPriority

In ITIL Incident Management the objective is to: • minimize adverse impact on

business operations and restorenormal service (or near normal service) as quickly as possible

Concept of • Workarounds

• Most famous IT workaround?• “Reboot the machine”

• Logging• Categorisation• Prioritisation• Escalation • etc

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ITIL – Problem Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Problem Management


Did we fully solve her problem?

• Find the root cause• Fix it and bring it back

to the required service level

• Make sure it does not happen again for her car (or a computer)

• Is that what root cause means?

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Problem Management


Do they all have common root cause?

ITIL Problem Management has many root cause analysis techniques. For example – Kepner-Tregoetechnique

What happens if during a short period, many company cars have incidents?

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Problem Management


What happens if suddenly, many company cars have incidents?

Kepner-Tregoe technique (“is / is not” technique)• What they are not and what does that imply?

• They are not same types (models) of cars affected• Perhaps imply not issue with specific part in specific model

• They are not same car age (some newer, some older)• Perhaps imply not wear and tear issue

• etc...• What they are and what does that imply?

• From investigation, they are all recently-washed cars• Hmm... (right way - video1) (wrong way - video2)

IT story #1 – hard disk; IT story #2 –Incorrect procedure

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Problem Management


Some of the other concepts in ITIL Problem Management• Linking similar incidents to likely same root cause problem• Logging • Prioritisation (do we find and fix all root causes?)• Creation of workaround• Known error database (the link back to incident

management)• Many of the root cause analysis techniques look for

Changes made because in IT, the root cause of incidents is usually related to some changes made (we’ll come back to this in a later ITIL process)

• etc…

#ISSlearn

ITIL – Event Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Event Management

• How to know of incident as early as possible?• Wait for user to call the service desk?

• Event Management concepts• Automated event alerts if possible

besides manual (e.g. user-initiated) alerts• 3 types of alerts

• Exception (i.e. incident occurred; can we know even earlier? how?)

• Warning (i.e. incident going to occur)• Information (e.g. logs to understand normal

conditions)

• etc…


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ITIL – Change Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Change Management• Change is main cause of incidents

• Hence, don’t allow any changes?

• No, manage the changes

• Project management also have concept of change management – e.g. via change control board. What is ITIL difference?:• ITIL concept makes clear besides change authority to

approve, needs Change Advisory Board (CAB) i.e. panel to experts to analyse impact of change so as to manage the risk (e.g. clash with other changes, clash with critical business period etc.)

• ITIL concepts of:• Remediation planning (i.e. recovery plan)

• Standard changes

• etc…(Total Slides=8) T:\S-ITSM-F\OM\Module 1 v3.pptx © 2015 National University of

Singapore. All Rights Reserved 18

#ISSlearn

ITIL – Asset & Config Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Asset and Configuration Management

• How many of you do software configuration management?

• In ITIL, configuration management is more complete• Key concepts in ITIL Asset and Configuration

Management• People are also configuration items in addition to usual IT

components (why?)• Keep track not just the CIs but also their relationships

(why?)• Link back to Event Management• Configuration baseline (to know what changed)• Etc…


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Asset and Configuration Management


Ability to trace from event alert to: - Who are affected- Who in charge- Possible CIs causing problem - Etc…

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ITIL

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


Which 4-letter words do users use to complain about incidents?

• “System is d _ _ _ - get it fixed!”

• “System is s _ _ _ - get it fixed!”

#ISSlearn

ITIL

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


Which 4-letter words do users use to complain about incidents?

• “System is d o w n - get it fixed!”

• “System is s l o w - get it fixed!”

#ISSlearn

ITIL – Availability Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Availability Management


What’s the availability of a system with the down time below?= (3 times * 5 hrs / 100 hr ) = 15/100 = 15% unavailability = 100% -15%= 85% availability

#1 #2 #3

If 85% not good enough, how to improve further?

#ISSlearn

Availability Management


If 85% not good enough, how to improve further?Reduce no. of times down - say from 3 times in 100 hours to 2 times (how?)(e.g. via better components or introducing redundancy or replacing before failure – remember event management?)

Detect30min-> 5 min

Diagnose1 hr-> 30 min

Repair2 hr-> 1 hr

RecoverComponent30 min-> 5 min

RestoreService1 hr-> 20 min

Reduce incident lifecycle – say, from 5 hrs to 2 hrs (how?)• Auto-detect (remember event management?)• Auto-log down error codes & link to

knowledge base• Local storage of most commonly

required hardware spares• Auto-script for server startup• Standby staff when almost repaired to

resume business service

Improved availability= 2 times * 2 hrs / 100 hrs= 4% unavailability = 96% availability

-> 2 hrs -> 2 hrs

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ITIL – Capacity Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Capacity Management


Why is slow (or frozen) system response a capacity issue?Which of the below can go faster?

6000cc 1500cc

One-SocketServer

Four-SocketServer

Feb 2008

...

Should we rush out to pay and increase capacity every time the IT service slows down?

#ISSlearn

Capacity Management


Should we rush out to pay and increase capacity every time the IT service slows down?

NO

ITIL Capacity Management concept is to save money by doing these first:• Iterative Activities (Monitor & Tune)• Demand Management - reduce peak demand

(why?)• infra is sized for peak demand and not for

average demand (how to reduce peak?)• Capacity Modelling (collect data to improve

estimate of capacity required for increased demand)

• Do advance (e.g. annual) Capacity Planning(why?)

• rather than last-minute when too late and too expensive

• (how?)

E-Filing Cash Lucky Draw (Feb 2002)The top 3 prizes for the lucky draw are $20,000, $10,000 and $5,000 ... Those who e-file earlier will also get more chances in the draw as follows:

22 Feb - 15 Mar 02 - 3 chances16 Mar - 31 Mar 02 - 2 chances1 Apr - Filing due date - 1 chance

Business Capacity Management

Service Capacity Management

Component Capacity Management

Early Bird

#ISSlearn

If all the ITIL processes so far “done well” means “well done”?


If your IT Dept has an IT service that has• Low number of incidents• High availability within SLA• Online response time within

SLA

Does it mean the company management are happy with the service provided?

Perhaps not. (why?)

Perhaps not aligned with business wishes and their longer-term needs

#ISSlearn

ITIL – Strategy Management

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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Business Relationship Management


Image courtesy of digitalart / FreeDigitalPhotos.net

• Who determines what is important to the organisation? • Does IT know them and their needs well?

IT Dept

OtherDepts

TopManagement

Customers

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Business Relationship Management


Image courtesy of Ambro / FreeDigitalPhotos.net

What does ITIL recommend?

• Establish relationship managers as single points of contact for each key customer

#ISSlearn


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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

Strategy Management


We now have access to users but what should we ask them?

• Business internal factors • (strengths, weaknesses)

• Business external factors• (opportunity, threats)

Is that all? What about IT’s own analysis?

• Technology internal factors• (strengths, weaknesses)

• Technology external factors• (opportunity, threats)

What type of services to provide and to which group of users?

#ISSlearn


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DemandManagement

FinancialManagement



CapacityManagement




SupplierManagement

Event Management

IncidentManagement

ProblemManagement

RequestFulfilment

AccessManagement





Design coordination

Change Management






Change Evaluation


#ISSlearn

http://commons.wikimedia.org/wiki/File:Conflict_Resolution_in_Human_Evolution.jpg

Continual Service Improvement

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© Crown Copyright 2011Reproduced under license from the cabinet office

https://www.youtube.com/watch?v=wLOk0UXo70g

#ISSlearn

IT Service Management

• Imagine an IT project developed and put into production

• With ITIL / IT Service Management:• Teething problems of the “live” project

resolved promptly• Cutover is done at most optimal point

where less impact with other systems and impact well managed

• System availability meets the SLA requirements

• Response time meets SLA requirements• Customer is satisfied with the project as it

meets his needs• Project is well aligned to overall business

needs

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#ISSlearn

ITIL Individual Certification

2

3 3 3 3 3 4 4 4 4

5

OSA – Operational Support and AnalysisPPO – Planning, Protection and OptimizationRCV – Release, Control and ValidationSOA – Service Offerings and Agreements

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THANK [email protected]

40(Total Slides=8) T:\S-ITSM-F\OM\Module 1 v3.pptx © 2015 National University of Singapore. All Rights Reserved

#ISSlearn

For Further Information

• For further details on ITIL Foundation course • http://www.iss.nus.edu.sg/ProfessionalCourses/SearchCou

rse/CourseDetail/tabid/267/cid/33/cname/nicf-itil-v3-foundation-for-it-service-management/Default.aspx

• For other related courses:• http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCat

alogue.aspx

• For other information:• Please refer to:

• http://www.iss.nus.edu.sg/

• Or email Goh Boon Nam at:• [email protected]

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#ISSlearn

Acknowledgements & Notices

• ITIL® are registered trade marks of AXELOS Ltd• The Swirl logo™ is a trade mark of the AXELOS Ltd• Quoted text is from ITIL® Service Strategy, ITIL® Service

Design, ITIL® Service Transition, ITIL® Service Operation and ITIL® Continual Service Improvement all © Crown Copyright 2011. Reproduced under licence from the Cabinet Office.

• © 2013 NUS unless otherwise stated.