project and service management office computing and information technology it service management...

Project and Service Management Office

Computing and Information Technology

IT Service Management (ITSM)Essentials

March 9 – 14, 2007

ITIL Foundation



ITIL\ITSM Overview

ITIL Framework



ITIL\ITSM Overview

• What is ITIL?• ITIL = Information Technology Infrastructure Library

• A set of best practice guidelines for IT Service Management in planning, implementing, delivery and support of quality IT services.

• Infrastructure = People, Processes and Technology



ITIL\ITSM Overview

• What is ITSM?

• ITSM = Information Technology Service Management

• The implementation and management Service Support and Service Delivery processes aligned to meet the needs of the business with an appropriate mix of people, processes and technology.



ITSM – Service Support

• Infrastructure- - People, Processes and Technology

• IT Service - - Fulfills one or more of the customers needs

- Supports customers business objective

• Process – - A structured set of activities designed to accomplish a specific

objective. A process may define policies, standards, guidelines,

activities and work flow instructions.

• Activity – - A set of actions designed to achieve a result




Change Management

ReleaseManagement

Incident Management

Configuration Management

Problem Management

ServiceSupport

Service Support has an “Operational” focus. The activities include the day-to-day or short-term planning activity of a business or service management process.




Service DeskChange

Management

ReleaseManagement

Incident Management


Problem Management

ServiceSupport

•Integrated function, not a process, to all of the “operational” process.

•Serves an intended purpose

•Single point of contact between service providers, customers and users.

•Manages incidents and escalates according to agreed service levels.

•Manage requests, incidents, service requests and communications with customer and users.




Service Desk

TelephoneRequests

Internet/browserrequests

Faxrequests

Email/voice/videorequests

Hardware/application

events

Management Information, Reports, Metrics

Networks

Learning Technologies

Distributed Computing

Computing Services

EnterpriseApplications

Security

Telecommunications

Operations

Project and Service Management

Contracts and Licensing

IT Training

Loca lCen tra lVi r tua l




Incident Management

• Objective is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

• The process responsible for managing the life-cycle of all incidents.

An incident defined as an unplanned, unexpected or unexplained disruption in service. This is any event which is not part of the standard operation of a

service and which causes or may cause an interruption to or a reduction in the quality of the service that is provided.

• E.g. mail server not responding to incoming or outgoing messages.




Incident Management input and output of the process, and its activities

E.g. mail server not responding to incoming or outgoing messages.




E.g. users identify they cannot send or receive mail and the Service Desk is contacted. The Service Desk cannot resolve the incident so it must be escalated to the next level of expertise for resolution.

Escalation = the mechanism that assists timely resolution of an Incident

Levels of support are specific to technical expertise




Problem Management

A Problem is defined as the unknown underlying cause

• Problem Management aims to Stabilize IT services through:

•Minimizing the consequences of incidents•Removal of the root causes of incidents•Prevention of incidents and problems•Prevent recurrence of incidents related to errors•Both reactive process and proactive process.

E.g. mail server not responding to incoming or outgoing messages, and the root cause is identified as power has been lost because the server was accidentally unplugged due to other servers being un-plugged and relocated to another part of the building.




Problem Management takes time to identify the cause and eliminate it.

E.g. the mail server problem

root cause resulted in a permanent solution which was to locate the power source and plug it back in.




Change Management

Not every change is an improvement, but every improvement is a change.

- Is responsible for managing changes introduced in the IT environment

- Ensures that standardized methods and procedures are used

- Aims to minimize the impact of change-related incidents and improve day-to-day operations with minimum disruption to IT Services.




Change Management

Change Manager: the person responsible for filtering, accepting and classifying all Requests For Change (RFC).

Change Advisory Board (CAB): this consultative body meets regularly to assess and plan changes. Normally, only the more significant changes are presented to the CAB.

CAB/EC (Emergency Committee) should be appointed with the authority to make decisions on emergency requests.




Change Management Process FlowChange = an addition, modification or removal of anything that could

have an effect on the IT environment





Provides a logical view of the components of all services. This process is responsible for maintaining information about Configuration Items (CI). A CI is any component that needs to be managed in order to deliver an IT Service.

The CI information is managed in the CMDB – Configuration Management Database and records the attributes and relationships with other CIs, processes, and services.

Incidents ChangesProblems

Known Errors

CIs Relationships

Releases

CMDB

Service ReportsIncident Statistics

Audit Reports

Release ScheduleRelease StatisticsRelease ReviewSecure Library

Testing StandardsAudit Reports

CMDB ReportsCMDB StatisticsPolicy Standards

Audit Reports

Problem StatisticsProblem ReportsProblem ReviewDiagnostic aidsAudit Reports

Satistifaction Surveys

Change ScheduleCAB minutes

Change StatisticsChange Reviews

Audit Reports

Incident Management


Service Desk

Problem Management

Release Management

Change Management

Monitoring Tools

Incidents

DifficultiesQueriesInquiries

Communications Updates

Work-arounds

Incidents

Releases

Changes

Service Support

Business, Customers, Users




Release Management

- Responsible for the planning, scheduling and controlling of changes to a defined IT Service that moves from -

test/dev > QA > live (production) environments.

- Aims to ensure that the integrity of the live (production) environment

- Release Management works closely with Configuration Management (CMDB) and Change Management.




Incidents ChangesProblems

Known Errors

CIs Relationships

Releases

CMDB

Service ReportsIncident Statistics

Audit Reports

Release ScheduleRelease StatisticsRelease ReviewSecure Library

Testing StandardsAudit Reports

CMDB ReportsCMDB StatisticsPolicy Standards

Audit Reports

Problem StatisticsProblem ReportsProblem ReviewDiagnostic aidsAudit Reports

Satistifaction Surveys

Change ScheduleCAB minutes

Change StatisticsChange Reviews

Audit Reports

Incident Management


Service Desk

Problem Management

Release Management

Change Management

Monitoring Tools

Incidents

DifficultiesQueriesInquiries

Communications Updates

Work-arounds

Incidents

Releases

Changes

Service Support

Business, Customers, Users



ITSM – Service Delivery

Service Level Management

FinancialManagement

Availability Management

IT Service Continuity Management

Capacity Management

ServiceDelivery

Service Delivery has a “tactical or strategic” focus. Service Delivery isalso used to mean the delivery of quality IT Services to customers andwhat is needed to provide those services.



ITSM – Service DeliveryService Level Management

•The process responsible for maintaining and improving IT Service quality through a constant cycle of agreeing, monitoring, and reporting to meet customers’ objectives.

•Provides us and our customers a clear and consistent understanding and expectation of the level of service required to provide a quality product.

• Through these methods, a better relationship between IT and the customers can be developed.




Service Level Management - Terminology and Definitions

Service Level Requirements (SLR) – A listing of the customer’s service requirements (e.g. availability, capacity, financial, criticality, service restoration, etc.).

Service Level Agreement (SLA) – a written agreement with a customer defining the service targets and responsibilities of both parties.

Operational Level Agreement (OLA) – a written agreement between two internal IT areas (e.g. Networks and Service Desk)

Underpinning Contract (UC) – a contract with a 3rd party vendor/supplier that documents the delivery of services that supports IT in their delivery of service.





• The goal is optimize the capacity of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling IT to meet their objectives.

• Aims to reduce the occurrence and duration of service unavailability

• Ability of a service or component to perform its required function over a stated period of time.





Availability – amount of time it is accessible as agreed with the customer.

Reliability - to be free from operational failure.

Maintainability (internal) - keeping the service up and running.

Serviceability (external) – contractual with a vendor to assure availability.

Resilience - Redundancy/fault tolerance. How well it survives a failure.

Vital Business Function (VBF) - the service(s) defined as business critical.

Security - confidentiality, integrity, availability of data

Maintenance Windows - a period of time agreed upon that a service will

not be available so service maintenance can be done.




Capacity Management

• Can be referred to as supply and demand and is responsible for addressing the evolving demands of the business cost effectively.

• Involves analyzing the current situation and predicting the future use of the IT infrastructure and resources needed to meet the expected demand for IT services.




Continuity Management

• The process that ensures that the required IT technical services and facilities can be recovered from a failure or disaster.

• Service Continuity Planning is a systematic approach to create a plan and/or procedure to prevent, cope with and recover from the loss of a critical service for extended periods.




Financial Management

• Identify the actual cost of services provided• Provide accurate and vital financial information to assist in

decision making• Make customers aware of what services actually cost• Cost avoidance relative to the spending of money wisely now

to reduce costs in the future.



Service Management at Clemson

How does Service Management touch us individually and organizationally in our

day-to-day processes?




IT Service Management at ClemsonCurrently underway – Establishment of:

- ITSM Steering Committee- ITSM website

-Initiatives:- Identifying, defining and collecting “service” information - Information gathering for a comprehensive Service Catalog- Change Management and Configuration Management (CMDB)- Interim solution for “Request for Services” - Information gathering for Incident/Problem Management- Outage Notifications processes being put in place- Various assessment activities taking place, and many more to come




IT Service Management Office

[email protected]

Janell Bohlmann, Director, Project and Service Management

Donna Overfelt, Manager, IT Service Management




Resources•OGC – Office of Government Commerce http://www.ogc.gov.uk/guidance_itil_4438.asp

•ITSMF – IT Service Management Forum http://www.itsmf.org

•ITSM Worldhttp://www.itil-itsm-world.com/index.htm

•ITIL Survival https://securewsch01.websitecomplete.com/itilsurvival/shop/showDept.asp

•ITSM Watchhttp://www.itsmwatch.com/




Additional Learning at Clemson

•ITIL - IT Infrastructure Library BooksCIT, Service Management Office, [email protected]

•eLeaning ITIL courses on MyCLEhttp://www.clemson.edu/elearning/ - search on ITIL




Questions ?

project and service management office computing and information technology it service management...

Documents

service management process

service requests

service providers

service delivery processes

normal service operation

technology slide

agreed service levels

support of quality