ITS Remedy Services ITIL: Information Technology Infrastructure Library

1. ITS Remedy ServicesITIL: Information Technology Infrastructure Library ITIL Model Overview and Impact on ITS

2. What is ITIL??? IT Infrastructure Library • Best-practice framework for planning, provisioning and supporting IT services • Based on the 30 yrs of experience in both public/private IT organizations • Provides a structured, defined common language to describe assets, processes and methodology • ITIL is not a description of the best type of organization but of the relations between the activities in the procedure, these relations being the only ones important for any type of organization.

3. What is ITIL??? The core processes within ITIL are interlinked and mutually dependent and as such should not be approached in isolation. Applying the ITIL principles allows you to offer consistent and fully integrated IT Service Management operations to your internal and external customers -Gartner Group

4. What is ITIL??? ITIL is comprised of 7 Best Practice Sets: • Service Support • Service Delivery • Planning to Implement • The Business Perspective • Security Management • Applications Management • Infrastructure Management Service Support and & Service Delivery ( which comprise Services Management) are the key components for delivering a comprehensive solution for an organization.

5. ITIL: Focus On Service Management Service Management IT Service management is made up of a number of defined processes closely linked and highly integrated. Service Management is divided into 2 domains: • Service Support (Short Term) • Service Delivery (Long Term)

6. ITIL - Definitions • IT Service: a set of facilities, IT and Non-IT, sustained by the IT service provider that fulfills one or more needs of the customer, that supports the customer’s objectives and that is perceived by the customer as a coherent whole. • IT Infrastructure: All assets including hardware, software, documentation and personal resources used to support IT efforts within an organization. • Configuration Item: A component of the IT Infrastructure that is/or is to be under control of Configuration Management. CIs may vary widely in complexity, size and type – from an entire system to a single module or a minor hardware component • Configuration Management Database (CMDB): It records, audits and tracks all configuration items in the IT infrastructure. Builds relationships between CIs including… is connected to..is a copy of…applies to, for documentation…is used for, relates the CI to a service…is a parent of….is a child of.

7. ITIL - Definitions • Incident: an event that deviates from the standard operation of a system. Such an event influences the system even if the event is transparent to the customer. • Problem: A condition identified from multiple incidents exhibiting common symptoms, or from a single significant incident, indicative of a single error, for which the cause is unknown.

8. ITIL: Focus On Service Management Service Management Domains

9. ITIL: Service Mgmt-Service Support Service Support – Service Desk • The Service Desk function is the face of IT to its users and vital to the organization. SD Staff log resolve or escalate and close all incidents. • Primary Functions: Incident Control & Communication • Single Point of Contact for customers • To be accessible for questions, comments about the IT Infrastructure • To gain acceptance by customers of the added-value of the Help Desk for IT support

10. ITIL: Service Mgmt-Service Support Service Support – Incident Management • Incident Management records, classifies, tracks and closes all incidents in a controlled and consistent manner. • This allows operational service levels to be restored as quickly as possible and helps to reduce the number of new incidents

11. ITIL: Service Mgmt-Service Support Service Support – Problem Management • The identification, investigation and classification of problems is a key role in IT Service Management. It pro-actively reduces incident volumes to maximize the stability of the IT services. • Includes trending, reporting and assessing groups of incidents to reveal an underlying problem which would prompt an RFC or Request for Change (Change Management)

12. Service Support – Problem Management Help Desk Problem Management Change Mgmt Configuration Management Database (CMDB) Incident (s) Request for Change Known Error Change Problem

13. ITIL: Service Mgmt-Service Support Service Support – Configuration Management • This provides the crucial foundation for Incident, Problem and Change Management. • It records, audits and tracks all configuration items in the IT infrastructure within a Configuration Mgmt Database. • It allows you to asses the impact, risk, and resource requirements associated with proposed changes. • Controls centralized updates of CIs in the CMDB and provides management information on lifecycle, depreciation costs, dependencies, etc. A Configuration Management Database (CMDB) is the central cog in the Service Support Model. Without this component, only limited improvements can be achieved through out the other areas of Service Support

14. ITIL: Service Mgmt-Service Support Service Support – Change Management • The role of Change Management is to provide a consistent approach to evaluating and implementing any change to the IT Infrastructure. • It allows you to assess the impact, risk, and resource requirements associated with proposed changes. • Activities: Acceptance of RFC, proper classification (urgency, different process based on urgency, risk), authorization & planning, coordination, information management to customers, affected users

15. ITIL: Focus On Service Management- Service Support Service Support • Defined as the efficient provision of IT Services, so ensuring the customer has the access to appropriate services necessary to support their business functions. • This group focuses on the day-to-day operation and support of IT services

16. ITIL: Service Mgmt - Service Support Model University Faculty, Staff & Students as Customers Management tools Events Questions Information Communication Updates Temporary Solutions Events Events Service Desk Change New versions Customer questionnaire reports Event management Problem management Change management Service reports, Statistics, Events, Audits Management of new versions Problem Stats, Analysis of tendencies, Reports, Diagnostic help, Audits Configuration management Change calendar, Change Stats, Change Exams, Audits Version Calendar, Version stats, Versions Exams, Test standards, Audits Configuration report, Statistics, Politics, Standards, Audits CMDB* Events Changes New versions Configuration elements Problems Known errors

17. ITIL: Focus On Service Management- Service Delivery • These processes consider the long-term planning and improvement of IT Service provisioning. • Components: Service Level Management, Financial Management, Capacity Management, Availability Management, IT Service Continuity Management. • Our focus will be on Service Level Management and Availability Management. These 2 are the central components of Service Delivery. Most organizations begin implementation of The Service Delivery portion of Service Management here.

18. Service Delivery: Service Level Management Service Level Management • Aims to ensure a satisfactory quality of IT service provision by setting realistic and agreed targets between provider and customer. A process of monitoring, reporting and reviewing of actual service levels highlights any problem areas and facilitates continuous service improvements.

19. Service Delivery: Service Level Management Service Level Management Defining the Process: • Planning • Verification • Implementation Executing the Process: Negotiate Define Contract Monitor Report Review Execution

20. Service level management Availability management Capacity Management IT Service continuity management Financial management for IT services ITIL: Service Mgmt - Service Delivery Model University Faculty, Staff & Students as Customers Questions Information Communication Updates Reports Availability plan, Conception criteria, Objectives/limits, Reports, Audits Needs, Objectives, Realizations ANS, ENS, ANO, Service reports, Service Catalogue, PAS, Exceptional reports, Audit Reports Capacity plan, Objectives/limits, Reports, Calendars, Audits Alerts & Exceptions, Changes Financial Plan, Types and templates, Costs and expenses Reports, budgets, Audits IT Continuity management, Risk analysis, Control center, DR contracts, Reports, Audits Management and infrastructure tools

21. Current Functionality Possible Future Functionality RFS Request for Service PTS Project Tracking System CRS Customer Relationship System CRC Computer Repair Center UNC Chapel Hill Remedy Implementation UNC Knowledgebase CMDB AUTOMATIC DHCP REGISTRATION CRS Service Support Service Delivery Self-Help & Integration w/ RFS CCI DHCP Registration PTS Linkage of request tasks to Individual PTS projects Auto-Register DHCP Server Request For Service PowerPoint: www.unc.edu/remedy/presentations/service_mgmt.ppt About Remedy: www.unc.edu/remedy/about.html Crystal Reports & Flashboards Auto-Block RamShop Change Management Application SLA Management Tipping Point/ASM CRC Loaner Faculty/Staff/Student Hardware Repair Initiate Change Requests From RFS AUTOMATIC DHCP BLOCKING Security Management Helpdesk Incident Management Problem Mgmt Asset /Config Management Change Management Service Level Management