ITSM 7.6.03 Production Support Overview

1. ITSM 7.6.03Production Support Overview May 12, 2011

2. Agenda Goals for Today (Why You are Here) Production Support Development ITSM 7.6.03 Basics and Environment Supporting ITSM and Things to Watch Known Issues Early Life Support Production Support Documentation Q&A

3. You are Here Because . . . You are a Support Group Administrator or key Support Group member The Production Support Environment looks a little different now and we want you to see You need to understand and share key details of the Production Support Plan with individual teams We want to share a little about Early Life Support

4. Production Support Plan • Sets scope of ongoing user support from business point of view • References guiding policies and support documentation • Only accounts for the production environment • Points to Application Manual as a component that addresses all three environments: DEV, QA, and Production • Identifies system class and availability expectations • Remains static reference for all ITSM users, supporting staff, business stakeholders, product stakeholders • Continues after Early Life Support (more on this later)

5. How We Got HereProduction Support Development Process

6. ITSM 7.6.03 Basics • Production Environment • Class A service • Disaster Recovery-minimal state expected up after critical U-M business systems • Migrations and Scheduling • Production Environment • All Infrastructure or Internal Systems maintenance windows • No service-impacting changes during Internal Systems maintenance window allowed before 7 pm • Non-Production Environment • Supported in accordance with non-production environment policy • Internal Systems maintenance window • Application Migrations • 5-6:45 am Thursday for production system (confirming these hours, but must never coincide with the Internal Systems window) • Migrations and scheduling team will perform the migrations into production • Will use the BMC migration tool

7. ITSM 7.6.03 Basics • Database Backups • No down time for database backups • MS SQL Server database backs up during real-time production without impacting service • Windows servers rebooted once a month • Grabs the latest MS security patches • Does not happen during standard maintenance window • Occurs around 3 am • Two short outages generally between 30 seconds—2minutes

8. Production Environment and Integration Points (as of 5/12/2011)

9. Things to Keep an Eye On • ITSM Servers and Database • Meadowsweet, Maidenhair, and MS SQL Database • Incident, Problems, Changes, and Knowledge documents cannot be created • Service Center and Ops need to use contingency plan, which will result in support staff dealing with phone calls, e-mails, and drive-by’s • e-mail • mail.dsc.umich.edu • Automated alert notifications do not create ITSM records • Inbound e-mails to 4HELP@umich.edu fail; no ITSM requests generated • Outbound notifications from ITSM fail • Outbound e-mails from ITSM backlog, then mass produce when Pigeon is back • Integrations • HEPROD • Unable to create new people records, although can still search and reference existing records • Daffy, Minder (Storage), CPPM, VaaS, etc. • Incident and Change records do not auto-generate in ITSM

10. Support Groups • ITS_Service_Center_Tier1 and ITS_Service_Center_Tier2 • Frontline functional and technical support • PSM_Access_and_Accounts • User access and modifications • ITS_Data_Center_Operations • Unicenter Infrastructure Events • Service Center after-hours backup • PSM_ITSM • Functional support for application and integrations • Implementation and support for service requests • Includes sub-groups for processes being executed within the tool • ITS_Incident_Process_Manager • ITS_Problem_Process_Manager • ITS_Change_Process_Manager • ITS_Knowledge_Process_Manager • PSM_Knowledge_Support • Training and end-user documentation • ITS_Performance_Windows_Enterprise • Initial triage for performance issues related to production system • Includes sub-groups for WES and SQL DBAs • IS_Windows_Enterprise_Services for Windows applications and associated infrastructure • IS_SQL_DABs s to support and maintain databases • IS_VSI • Back-end infrastructure running virtual servers • IS_Enterprise_Storage_Tier3 • Storage and back up schedule

11. The Tool will Support the Tool • Incident Management • All ITSM-related Incidents and monitoring events will run through ITSM • All ITSM-related Service Requests will be handled through ITSM • CI = “ITSM”; Service = “Provide IT Support” • Problem Management • All ITSM-related Problem investigations will be managed using ITSM • PSM_ITSM Support Group will be Problem escalation group • Change Management • All ITSM-related Changes will be requested using ITSM Change Management • Knowledge Management • Knowledge documents about supporting ITSM will be added to and maintained in ITSM Knowledge base

12. What We Know Today • Open Issues • Mac open defect with vendor in Safari • BMC Desktop alerts won’t be available at this time • Currently working on a few others and will document any Known Errors • ITSM and Maintenance • Data Center Operations to turn off monitoring scripts when scheduled maintenances on production systems occur • Will prevent Incident records from being created when maintenance is occurring on production boxes

13. Early Life Support (ELS) • Begins at go-live • Commits to time-limited, enhanced level of user assistance documented in approved Early Life Support Plan • Recognizes but may override approved Production Support Plan • Ends when stabilization criteria are met and PSMLT approves • Includes escalation procedures should stabilization not occur • Activates normal production support upon completion

14. ITSM Early Life Support Activities • Morning Stand-Ups • 9 am daily in ASB 1010A or by conference bridge (will be provided in Outlook invites going out soon) • Expected Attendance • Business Owner • Product Owner/Manager • Project Managers • Process Managers • Service Center Managers • Data Center Operations Managers • Communications • Project team members as appropriate but must include at least one rep from these support groups: • PSM_ITSM (in addition to Process Managers) • IS_Windows_Enterprise_Services • IS_SQL_DBAs • PSM_Knowledge Support • Others deemed necessary for specific concerns

15. ITSM Early Life Support Activities • Onsite Support • Service Center: 7 am—6 pm first week of service • Data Center Operations : 24x7 first two days; then daily 7—7:30am check ins with 24x7 on-call available • IS: Change Manager on-site at Arbor Lakes 7:45 am—5:15 pm first week of service • PSM_ITSM functional support staff on site at ASB 7 am—6 pm first week of service • Other Support Groups • Refer to Production Support Plan document for normal production staffing and support • Stabilization Criteria and Escalation • Refer to Early Life Support Plan document • Expected Attendance • Business Owner • Product Owner/Manager • Project Managers • Process Managers • Service Center Managers • Data Center Operations Managers • Communications, • Project team members as appropriate but must include at least one rep from these support groups: • PSM_ITSM (in addition to Process Managers) • IS_Windows_Enterprise_Services • IS_SQL_DBAs • PSM_Knowledge Support • Others deemed necessary for specific concerns

16. Production Support Documentation • Documents Available to You • Production Support Approach • Production Support Plan • Production Support Scenario Matrix (coming soon) • Early Life Support Plan • Application Support Manual • Application Support Tasks Matrix • ITSM Migration Process (coming soon) • This presentation • Temporary Folder Location • P:\30 Days\laherman\ITSM_7_6_03 Prodution_Support_Docs • Will be moved to Service Management Web site at go-live

17. Production Support Matrix • Will be distributed in next several business days prior to go-live • Provides guidance for support of common scenarios • Identifies ITSM resolution categories for each scenario • Indicates support groups when re-assignment required • Not all encompassing; sometimes, you’ll have to use your best professional judgment

18. What did he just say? Questions?