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IT Service Excellence Committee (ITSEC). Nov 23, 2010. Agenda. Take-aways from last meeting. Proposed topics for 12/13 ISB. Commonwealth Incident Prioritization: Defines Priority with which Incident will be managed. Commonwealth Incident Prioritization: ITSEC member examples. P1. P2. P3.
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IT Service Excellence Committee(ITSEC) Nov 23, 2010
Commonwealth Incident Prioritization:Defines Priority with which Incident will be managed
Commonwealth Incident Prioritization: ITSEC member examples P1 P2 P3 P2 P4 P3 P3 P4 P4/P5
Proposed Expanded Wiki Content from Secretariats (See Appendix for samples)
SLO/SLT (Service Level Target) KPIs – Proposal for ITSEC members
SLO/SLT (Service Level Target) KPIs – Proposal for ITSEC members Infra: Based upon NNM monitoring of Related Devices Applic.: HRCMS, etc Will be based on ITSEC definitions of Incident Priorities & CH Classifications as Captured in SD Incident Ticket
Metrics detail (con’t) SLO sample
Draft- working version of Services to be reported – by secretariat
End to end Draft Model No Create ticket in E2E For ITD This could be an agency end user rpting hrcms OR MMARS
Service A Service A 1 1 SLO SLO SLO SLOs SLOs The Business The Business Service B Service B Service B Messaging Service C EHS NMMIS Service B DMH Service B Service C Service B Service C Supplier B Supplier C Service C 2 3 2 2 3 2 2 3 3 3 2 3 2 Service A Service A Service A Service A Supplier A 1 1 1 1 Service Level Management – Showing Inter-relationships Inter-agency – Secretariat and ITD Secretariat: EHS EHS Agencies DPH EHS SERVICE DESK EHS Executive level 1 1 ITD Service Catalog ITD Service Catalog NMMIS Service H Service G Service D Service F Service C Service E Offering Service B Service A Offering ITD LOBs:Application Print & MailIntegrationNetwork & DataHostingSecurity 4 3 Support Teams 3rd Party Suppliers 4 2 OLAs Operating Level Agreements 3 1 LEGAL, PMO 2 UC’s Underpinning contracts These are not betw services but rather Between services and Support functions SERVICE ACCONT MGT 1 COMMONHELP
Terminology review (source is primarily The Office of Gov. Commerce (OGC): owner of ITIL framework) 1That is, the SLO document can help avoid redundancy by not repeating all the content of the Service Catalog but leverages and refers directly to Catalog Descriptions ** Someone who purchases goods or services; person or group who defines and agrees with service level targets.
End to End Service Desk - Tiering Model – Showing Activities/Key responsibilities Level/Responsibility • Service Desk – Level One Responsibility First Point of Contact ( may be referred to as Tier 1, HelpDesk, First level, etc) • Channels include: Self Service Tickets, Emails, Phone calls, Walk-ins; Monitoring • Responsibilites: • Call or Ticket Reciept • Ticket creation/update: Prioritization; Categorization • Initial Basic Triage & Resolution possibly using Knowledge or Solutions base or rudimentary application support may include password resets, access mgt, • Escalation to more advanced level • Second Level Responsibility– (may be referred to as Tier 2, Specialized Help Desk (i.e. but may actually still reside within the HelpDesk function, etc.) • Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups • Responsibilities: • All of Level 1 capabilities • More specicalized analysis and problem solving and may include more advanced Outlook i.e. beyond abasic knowledge, Networking etc skills • Third Level – (may be referred to as Tier 2, Field support (i.e. in EHS) or typically dedicated IT Technology groups like Desktop/LAN, UNIX, Networking, DB, Applic., etc. • Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups • Responsibilities: • All of the above Level 1 & 2 capabilities • Much more specialized analysis and problem solving- typcially this level supports a specfic technology discipline, i.e. an Application area or a techology like Mainframe or Mid-range or Storage or Virtualization • Fourth Level – (may be see as the Vendor, ITD, or Advanced Architecture groups) • Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups • Responsibilities: • Most specicalized analysis and problem solving
End to End Service Desk - Tiering Model • Capability/Skill Dimension • Help Desk • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) • Ability to learn new applications being developed within the • Stage One Capabilities • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) • Ability to learn new applications being developed within the Secretariart • Help Desk • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources • Help • Stage Three Capabilities • Highest available knowledge and troubleshooting skills, typically vendor based expertise in products upon which IT services depend • Stage Two Capabilities • All of the above capabilities • May perform monitoring activity • Fuller ability to navigate some applications • Stronger technical knowledge of IT service area(s) including specific applications, networking, telecom (i.e. Avaya, etc), OS, Middleware, Server, Security, Desktop & facilities services • Stronger understanding of service architecture and interdependencies (i.e. OLAs) across IT services
End to End Service Desk - Tiering Model • Activity Dimension • Capability/Skill Dimension • Help Desk • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) • Ability to learn new applications being developed within the • Stage One Capabilities • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Ability to learn new applications being developed • ETC… • Service Desk – Level First Point of Contact • Channels include: Self Serivice Tickets, Emails, Phone calls, Monitoring • Receipt; Initial Triage; Escalation • Help Desk • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use platform and • Service Desk or IT group – Level two • More advanced Triage • Escalation • Stage Two Capabilities • All of the above capabilities • May perform monitoring activity • Fuller ability to navigate some applications • Stronger technical knowledge of IT service area(s) • ETC.. • Stage Three • Capabilities • Highest available knowledge and troubleshooting skills, typically vendor based expertise in products upon which IT services depend • IT Specialized groups – Level three • More advanced Triage • Escalation • ITD, Vendor IT Arch. groups – Level four • Most advanced problem solving
Next Steps • Next meeting – MITC Admin Conf room on Tuesday 12/09; 11-12:30 • Agenda • Review Deck for 12/13 ISB • Continue work on End to end Service Model
