itil and autotask: incident & problem management
DESCRIPTION
ITIL (Information Technology Infrastructure Library) is a globally recognized set of practices for IT Service Management that focuses on aligning IT services with the needs of businesses. How does ITIL affect the value you deliver to your customers? How can Autotask help you manage your services delivery according to ITIL principles? In this session, you will learn the key elements of the ITIL Service Lifecycle, and how they relate to your business and to your customers. We will also explore how you can more effectively perform Incident Management and Problem Management using Autotask. [Presenters: Bernd Muller & Tom Osborn, Autotask]TRANSCRIPT
ITIL and AutotaskIncident and Problem Management
Bernd MüllerSr. Implementation Manager
Autotask GmbH
Tom OsbornVice President – Client Services
Autotask Corporation
What is ITIL?
Framework for identifying, planning, delivering, and supporting IT services for business/customers
Move from reactive and technology-focused, toward proactive and aligned with business needs/value
Move from user-focused to customer-focused Move toward a more holistic view of IT services Benefits:
Improved service quality Optimized use of resources Reduced cost Maximized customer satisfaction
ITIL Lifecycle
Incident and Problem Management
Incident Management“Isolated occurrences”
Problem Management“Systematic Issues”
Relationship
Demo – Create Incidents and a Problem Situation:
1st customer contact calls with issue that printer doesn’t print 2nd customer calls with a similar or same printer issue
Autotask: Identify and manage problem throughout lifecylce Create 1st incident Create problem ticket linking to earlier incident ticket Working on problem ticket Create note on problem and linked incidents tickets Close problem with incidents tickets
Review process and other related features Review incident to problem, problem to incident possibilities New field Ticket Type in column chooser available Workflow rules for notifying incident contacts
Goto Autotask
ITIL Problem Management - Ticket Type
Ticket type
Service Request
Incident
Problem
Requesting a new fancy keyboard is a Service Request
whilerequesting to replace a defect keybord is an
Incidentwhile
manufacturer calling back all keyboards is a Problem !
ITIL Problem Management - Incidents
ITIL Problem Management – Linked Incidents
ITIL Problem Management - Problems
Notes
Status Change
Attachments
Close Alert
Problem can update incidents:
ITIL Problem Management – Column Chooser
ITIL Problem Management - Workflow Rule
Notify of completion not on problem tickets
Tip: Review your workflow rules ! - Filter SLA notifications only for Incidents
and Problems not Service Requests or
- set a different SLA only for Service Requests !
Want to learn more about ITIL?
Autotask Training calendar – More to come! IT Service Management / ITIL
APM Group – http://www.itil-officialsite.com International group – http://www.itsmfi.org Wikipedia
Training/Certification New Horizons – www.newhorizons.com Serview – www.serview.com Pink Elephant – www.pinkelephant.com
Scenario workflow: Incident
Troubleshoot and connect printer locally as workaround
Create time entry Ticket status = In Progress(not solved as underlying issue is unknown)
Lisa Meyer calls with a printer issueCreate incident ticket Ticket status: New
Scenario workflow: Problem Management
Harddisks have arrived and have been installed
Create time entry on problem ticket Ticket status: Completed
Ordering hard disks to expand server volume Create note on problem and incident ticket Ticket status: Waiting Materials
Troubleshoot printer issuesCreate time entry on problem ticket for troubleshooting:Issue: Not enough disk space on server, print spooler fails Ticket status: In Progress
Found other tickets with printer issuesCreate problem ticket and link related incident tickets Ticket status: New
Michael Meyer calls with a printer issueCreate ticket and search for similar tickets to account