iso 20000 : les étapes d'un itsm certifié - david hueber - dbi services

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dbi services

Under the Hood of dbi FlexService

1 26.04.2012 www.dbi-services.com

David Hueber

Senior Consultant

Head of Managed Services

Mobile +41 79 963 43 68

[email protected]

www.dbi-services.com

mailto:[email protected]



http://www.dbi-services.com/



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Agenda


i. dbi FlexService organization

ii. Getting alerted

iii. Handling cases

iv. New features

Agenda

26.04.2012 2 www.dbi-services.com

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dbi FlexService organization

dbi FlexService + Available

dbi FlexService ++ Proactive

dbi FlexService+++ Managing

www.dbi-services.com 3 26.04.2012

dbi fidelity

Extensions

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dbi FlexService

ISO 20000 certified product

ITIL processes based and compliant

Modular solution

Extensions

7x24

High Availability

Operating System

Keep Up to Date

Middleware Modules

dbi fidelity




http://www.dbi-services.com/index.php/products/sla









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dbi FlexService

Efficient Monitoring

Oracle Enterprise Manager

Nagios

Experts available (Linux, Oracle, Microsoft, Documentum)

Centralized Service Desk – Inshoring

Provides support in customer language




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Service Desk organization

Multi-technology support

10 Team members

5 FTE guaranteed

Manage Projects

Project Service Request – PSR

Evolutive Maintenance

Use an efficient and adaptive ITSM platform: OTRS

www.otrs.com




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Customer 1

Customer 2

Customer N

Service Desk

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Agenda



ii. Getting alerted

iii. Handling cases

iv. New features

Agenda


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Getting alerted


Incident Closed

Resolution Time

Incident Analysis

Reaction Time

Incident Logging

Business Hours (BH)

Option 7 x 24 Support

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Customer Calls

Toll Free 0800 Number

Business Hours

dbi services’ Service Desk

Dispatcher

Non Business Hours

Professional Call Center

3 levels of escalation


Getting alerted


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Monitoring

Oracle Enterprise Manager

Multiplatform monitoring

Based on Packages

Requires Licenses

dbi services templates

Nagios

Multiplatform monitoring

Based on plugins

Open Source solution

dbi services’ “Plug & Play” ESX Virtual machine


Getting alerted


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Monitoring

What happen if the monitoring crash?

Heartbeat mechanism

Health check mail every 6 hours

Integrated in OTRS – Heartbeat Tickets

Automatic alerting if missing


Getting alerted


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Agenda



ii. Getting alerted

iii. Handling cases

iv. New features

Agenda


© dbi services


Handling cases


Notification

Logging Classification

Prioritization Initial

Diagnostic

KDB

Escalation Analysis

Resolution Closure

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Classification

Events

Incidents

Problem

Request for Change (RfC)

Service Requests

Information Service Request – ISR

Operation Service Request – OSR

Project Service Request – PSR


Handling cases


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Prioritization

Based on

Services – dbi FlexService level

SLA

Criticality

Impact


Handling cases


Services SLAs Reaction

Time

Criticality Impact Priority

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Prioritization


Handling cases


Business Hours (8h00 – 18h00)

dbi Flexible SLA + dbi Flexible SLA ++ dbi Flexible SLA +++

Critical Business Impact 2 hours 1 hour 30 min.

Medium Business Impact 4 hours 3 hours 2 hours

Low Business Impact 8 hours 6 hours 4 hours

Non Business Hours (18h00 -8h00)

Critical Business Impact 2 hours 1 hours

Medium Business Impact 4 hours 4 hours

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Prioritization


Handling cases


Critical Business Impact

• High perturbation or blocking issue on a production service. The Business can’t work any longer

• Production database down

• Production Content Server down

• Production database corruption or loss

• Production Listener / Docbroker down

Medium Business Impact

• Production Service perturbations or Test Service blocked

• Max processes/cursors reached on production

• Production connection errors

• Test database down

• Test Content Server down

Low Business Impact

• Incident on production without business impact or test environment perturbation

• Test Content Server connection error

• Test database connection error

• Broken Job

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Prioritization

Impact depends on

Type of environment

End User disturbance

Context

Golden rule: Last word comes to customer


Handling cases


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Initial Diagnostic & Analysis

Made by experienced and qualified engineers

Regular training with international references

Certification efforts

Use of dbi services Knowledge Management

OTRS Knowledge Database

Blogs and articles

dbi_technet community

Regular events

Mailing list – integrated in Knowledge Database


Handling cases


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Resolution & Closure

Resolution triggers an entry in the Knowledge Database

Closure depends on case type

Events

dbi services automatic closure

Incidents & Problems

Only on customer formal approval

Service Requests

Operation SR: On operation validation by customer

Project SR: On project acceptance


Handling cases


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Objectives

Continual Service Improvement

Provides customers increased services

New Features

Customers OTRS access

Tickets follow up

FAQ access

Non Business Hours support based on emails

7 – 10 monitoring alerts

Automatically triggers On-Caller intervention

Capacity Planning


New features


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Non Business Hours support based on emails

7 – 10 monitoring alerts

Automatically triggers On-Caller intervention

Availability: NOW

Capacity Planning

Web based application

Provides Database and Operating System reports

Included in dbi FlexService +++

Available as an option of dbi FlexService ++

Availability: H1 2013


New features


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dbi services

Any Questions? Please Do Ask!

26 26.04.2012 www.dbi-services.com

David Hueber

Senior Consultant

Head of Managed Services

Mobile +41 79 963 43 68

[email protected]

www.dbi-services.com

„We look forward to working with you!“








iso 20000 : les étapes d'un itsm certifié - david hueber - dbi services

Technology

dbi servicesunder

dbi flexservice organizationii

business hours professional

proactivedbi flexservice

managingdbi flexservice

production service incident

test production

hourslow business impact