Lecture Four

1. Lecture Four ITIL Stage 3 – Service TRANSITION ITIL Stage 4 – Service OPERATION ITIL Stage 5 – CONTINUAL Service IMPROVEMENT

2. ITIL Stage 3 – Service TRANSITION

3. TRANSITION Build Test User acceptance Deployment Bed-in

4. Good service transition Set customer expectations Enable release integration Reduce performance variation Document and reduce known errors Minimise risk Ensure proper use of services

5. S. Transition at a glance

6. Knowledge management Vital to enabling the right information to be provided at the right place and the right time to the right person to enable informed decision Stops data being locked away with individuals Obvious organisational advantage

7. Data ► Information ► Knowledge ► Wisdom Information - who, what , where? Knowledge - How? Wisdom - Why? Data Wisdom cannot be assisted by technology – it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information

8. Service Asset and Configuration Managing these properly is key Provides Logical Model of Infrastructure and Accurate Configuration information Controls assets Minimises costs Enables proper change and release management Speeds incident and problem resolution

9. Configuration Management System

10. Painting the ForthBridge ... A Baseline is a “last known good configuration” Current configuration will always be the most recent baseline plus any implemented approved changes The CMS will always be a “work in progress” and probably always out of date. But still worth having

11. ... just someparts of a theoretical CMDB HARDWARE Specification Location Owner Financials Software USERS Applications Contracts Incidents INCIDENTS Applications Hardware Resolutions CHANGES Applications Users Equipment SOFTWARE Licenses Versions APPLICATIONS Users Hardware SLA Applications Users Contracts O/S Equipment RELEASES Applications KNOWN ERRORS Incidents INFRASTRUCTURE SOFTWARE e.g. Oracle PROBLEMS Incidents Resolutions B C P DOCS AVAILABILITY STATISTICS SERVICES Applications NETWORK Linkages Dependencies DEFINITIVE HARDWARE STORE DEFINITIVE SOFTWARE LIBRARY

12. Change Management • Respond to customers changing business requirements • Respond to business and IT requests for change that will align the services with the business needs & with the IT state of the art • Roles • Change Manager • Change Authority • Change Advisory Board (CAB)  approving requested changes and assisting in prioritization • Emergency CAB (ECAB)  the same, for emergency changes

13. Change Types • Normal • Non-urgent, requires approval • Standard • Non-urgent, follows established path, no approval needed • Emergency • Requires approval but too urgent for normal procedure

14. Change Advisory Board • Change Manager (VITAL) • One or more of • Customer/User • User Manager • Developer/Maintainer • Expert/Consultant • Contractor • CAB considers the 7 R’s • Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changes

15. Release Management • Release is a collection of tested and authorised changes ready for deployment • A rollout introduces a release into the live environment • Full Release • e.g. Office 2007 • Delta (partial) release • e.g. Windows Update • Package • e.g. Windows Service Pack

16. Release test & deploy Release Manager will produce a release policy Release MUST be tested and NOT by the developer or the change instigator Deploy can be manual or automatic Automatic can be push or pull

17. ITIL Stage 4 – Service OPERATION

18. OPERATION Maintenance Management Realises Strategic Objectives and is where the Value is seen

19. Service Operation Balances

20. Processesin Service Operation Request Fulfilment Access Management Event Management Incident Management Problem Management

21. P#1 – Request Fulfilment Information, advice or a standard change Should not be classed as Incidents or Changes

22. P#2 – Access Management • Right things for right users at right time • Concepts • Access • Identity (Authentication, AuthN) • Rights (Authorisation, AuthZ) • Service Group • Directory

23. P#3 – Event Management • 3 Types of events • Information • Warning • Exception • Need to make sense of events and have appropriate control actions planned and documented

24. P#4 – Incident Management • Incidents are a subset of Events • IM deals with unplanned interruptions to IT Services or reductions in their quality • Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure) • Reported by: • Users • Technical Staff • Monitoring Tools

25. Incident Management (1/3) An incident defined as an unplanned, unexpected or unexplained disruption in service (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). 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.

26. Incident Management (2/3) Incident Management input and output of the process, and its activities

27. Incident Management (3/3) ESCALATION = the mechanism that assists timely resolution of an Incident Levels of support are specific to technical expertise

28. P#5 – Problem Management • Don’t confuse a Problem (the cause) with an Incident (the effect) • Aims to prevent problems and resulting incidents • Minimises impact of unavoidable incidents • Eliminates recurring incidents • Proactive Problem Management • Identifies areas of potential weakness • Identifies workarounds • Reactive Problem Management • Identifies underlying causes of incidents • Identifies changes to prevent recurrence

29. Problem Management (1/2) • 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.

30. Problem Management (2/2) Problem Management takes time to identify the cause and eliminate it.

31. Functionsin Service Operation Service Desk Technical Management IT Operations Management Applications Management

32. Service Desk (1/3) • Local, Central or Virtual • Single point of contact (POC) • “Call Centre” & “Help Desk”: particular instances of S.D. • Skills for operators • Customer Focus • Articulate • Interpersonal Skills (patient!) • Understand Business • Methodical/Analytical • Technical knowledge • Multi-lingual • Service desk often seen as the bottom of the pile, but … most visible to customers so important to get right!

33. Service Desk (2/3) Change Management • 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. Incident Management Release Management Service Support Configuration Management Problem Management Service Desk

34. Service Desk (3/3) single POC

35. ITIL Stage 5 – CONTINUALServiceIMPROVEMENT

36. CONTINUAL IMPROVEMENT Focus on Process Owners and Service Owners Ensures that service management processes continue to support the business Monitor and enhance Service Level Achievements PDCA (Deming cycle: Plan, Do, Check, Act) W. Edwards Deming

37. Service Measurement • Technology (components, MTBF etc) • Process (KPIs - Critical Success Factors) • Service (End-to end, e.g. Customer Satisfaction) • Why? • Validation – Soundness of decisions • Direction – of future activities • Justify – provide factual evidence • Intervene – when changes or corrections are needed

38. 7 Steps to Improvement