ITIL 101: An essential guide to the Help Desk s role in IT Service Management February 5, 2003

1. ITIL 101: An essential guide to the Help Desk’s role in IT Service ManagementFebruary 5, 2003

2. Agenda Overview of ITIL Origin/History Service Management Service Support Components Industry Insights Learning More…

3. Origins of ITIL Founded in the United Kingdom Office of Government Commerce (OGC) Created by CCTA (now part of OGC) Promote Sound IT Management Practices Information Technology Infrastructure Library Best Practice Framework Over 10 Years of Practical Usage Recently Refined and Updated International User's Group To Date, the only comprehensive, non proprietary, publicly available guidance for IT Service Management

4. Market Trends By 2003, 60% of large companies will adopt a balanced set of metrics to guide business related IT decisions …Managers declare that in the future IT will need to be steered on benefits and value to the business in place of costs Only 45% of business managers said they effectively steered IT performance

5. Benefits By improving the process around IT the organization can begin to: Improve resource utilization Be more productive Decrease rework Eliminate redundant work Improve upon project deliverables and time Improve availability, reliability and security of mission critical IT services Justify IT spending and the cost of service quality Provide services that meet business and customer demands Integrate central processes Document and communicate roles and responsibilities in service provision Learn from previous experience Provide demonstrable performance indicators

6. ITIL Fundamentals Service Support Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Availability Management Capacity Management IT Service Continuity Management Financial Management Service Level Management

8. Setting the Stage Cost/Benefit Analysis Example Company statistics for Reference: All Employees cost $50/hr Organization size = 500 Users Total Incidents annually = 5,000 Avg time to resolve incidents = 10 min A working year has 200 days

9. Service Support

10. Incident Management Incident – Unexpected Disruption to Agreed Service Coordination of the Rapid Restoration of IT Services Activities Incident Detection & Recording Initial Support & Classification Investigation & Diagnosis Resolution & Restoration Develop Work-around Where Possible Incident Closure Ownership, Monitoring, Tracking & Communication Assigns Priority – Function of Business Impact & Urgency Manages Escalation Process Functional Hierarchical

12. Service Desk Essentials Activities Primary User Interface, (SPOC) A Function of Incident Management Customer Communications Business Operation Support Management Reporting Key Role in the Incident Management Process Correct Assessment of Priorities Enables the Deployment of Resources in the Best Interests of the Customer Escalation

13. Case Example Supporting Implementation of Incident Management and the Service Desk Implementation of Incident Mgmt has resulted in a decrease of down time per user. This is defined as the amount of time a user is on the phone to the Service Desk or cannot work because of failure. If the downtime per user is reduced by one minute per person per day, this saves the organization: $83,000.00/annually (500 users*200 days*$50/hr*1min)

14. Problem Management Objectives Stabilize Services Through Removing the Root Cause of Incidents Preventing Occurrence of Incidents & Problems Minimizing the Consequences of Incidents Manage the Problem Lifecycle Problem, Known Error, Review Improve Productive Use of Resources Activities Problem Control Error Control Proactive Problem Management Management Information

16. Cost/Benefit Analysis of Problem Management Implementation of formal Problem Management decreases the number of recurring incidents by 500 (10% of the total incidents annually. This equates to a cost savings to the company of $4,150 per year (500 incidents*$50/hr*10 min)

17. Change Management Objective Only Approved Changes Made to enterprise configuration Risk & Cost Minimized Benefit Maximized Applies to All IT Infrastructure Components Activities Manage Requests for Change (RFCs) Assess Impact Urgency/priority & Resources Approve & Schedule Changes Oversee Change Building Testing & Implementation Change Review Business Support CAB & CAB/EC Membership Advisory Role Urgent Changes Back Out Plan Link to Configuration Management and Release Management Process Always Ends With a Review of the Change

19. Case Example in Support of Change Management Two changes are implemented simultaneously, resulting in a major problem: The customer support system fails, resulting in a loss of 50 Customers with an average purchasing power of $500. This has just cost your company $25,000 in potential revenue.

20. Configuration Management Objective – Ensure All Configuration Items Are Authorized and Under Controlof the Config Management Process Maintains Information About the IT Infrastructure More Than an Asset Register (Content, Context & Relationships) Responsible for Configuration Activities Planning Identification Status Accounting Control Verification Management Information Maintains a key role in Assessing Impact of Changes to the Enterprise Configuration Attributes Relationships Status Unique Identifier Manage the Scope & detail of the Configuration Management Database

22. Cost Benefit Analysis of Implementing Configuration Management After formalizing Configuration Management across all platforms supported by the Service Desk, The Service Desk Agents have a much greater insight into the relationship between users, configuration items and incidents. The three people assigned to incident matching can be reduced to two resulting in a benefit of $80,000/yr (200 days a yr*8hrs/day*$50/hr)

23. Release Management Objectives Safeguard Hardware & Software Configuration Items Ensure Only Tested, Authorized Hardware & Software Is in the Live Environment Activities Control DSL, DHS Define Release Build Release Manage Release Distribute Hardware & Software Configuration Items Hardware & Software Audits DSL - Reliable Versions of Software (Logical/Physical Storage) Version Control - Development, Testing, Live, Archive Processes Release Management (Operational) Change Management (Control) Configuration Management (Control & Administration)

24. Major Activities of Release Management

25. Case Example Supporting Implementing Release Management Suppose a software “patch” is installed to a widely used system and has a “bug”. The previous version should be reinstalled but due to poor version management, the wrong version is used, resulting in a system shutdown that lasts three hours and affects two-thirds of all employees. This will cost the organization $50,000 in lost productivity (500 users*$50/hr*3hrs*2/3 of users)

29. Questions/Comments

30. Glossary CCTA The Central Computer and Telecommunications Agency. Incident An operational event which is not part of the standard operation of a system. It will have an impact on the system, although this may be slight and may even be transparent to the users. Customer Recipient of a service; usually the Customer management has responsibility for the cost of the service, either directly through charging or indirectly in terms of demonstrable business need. Business Operations Activities and procedures carried out by the user community in performing the business role of and Organization. The Help Desk Module is concerned with those business operation that use an IT-based business system. Classification The process of formally identifying incidents, problems and know errors by origin, symptoms and cause (See Incident Classification). Resolution Action that will resolve an Incident. This may be a Work-around. Closure When the Customer is satisfied that an incident has been resolved. Process A connected series of actions, activities, Changes etc. performed by agents with the intent of satisfying a purpose or achieving a goal. CAB/EC Change Advisory Board/Emergency Committee DSL Definitive Software Library DHS Definitive Hardware Store Build The final stage in producing a usable configuration. The process involves taking one of more input Configuration Items and processing them (building them) to create one or more output Configuration Items e.g. software compile and load. Impact Measure of the business criticality of an Incident. Often equal to the extent to which an Incident leads to distortion of agreed or expected service levels. Urgency Measure of the business criticality of an Incident or Problem based on the impact and on the business needs of the Customer. Configuration Management The process of identifying and defining the configuration items in a system, recording and reporting the status of configuration items and requests for change, and verifying the completeness and correctness of configuration items.