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ITIL: Why Your IT Organization Should Care Service Support

ITIL: Why Your IT Organization Should Care Service Support. Wendy Shih Wshih@kent.edu Kent State University. History. ITIL - IT Infrastructure Library Developed by British government in 1980’s Focus on continuously improvement Consists of 8 books, currently in version 2.

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ITIL: Why Your IT Organization Should Care Service Support

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  1. ITIL:Why Your IT Organization Should CareService Support • Wendy Shih • Wshih@kent.edu • Kent State University

  2. History • ITIL - IT Infrastructure Library • Developed by British government in 1980’s • Focus on continuously improvement • Consists of 8 books, currently in version 2 • ICT Infrastructure Management (Vol. I and II) • Application Management • Planning and Implementation • Software Asset Management • Service Support (blue book) - core book • Service Delivery (red book) - core book • Security Management • Business Perspectives • Version 3 released May 30, 2007 has 5 books

  3. Why adopting ITIL? • It aligns with IT business goals and service objectives • It is process driven, scaleable and flexible • Reduce IT cost yet providing optimal services • Increase relationship and communication among different departments, employees, customers and users • Successfully adapted by HP, IBM, PG, Shell Oil, Boeing, Microsoft, Proctor and Gamble, State of CA

  4. How Is It Different? • Provide common language for IT • Not a methodology but guidelines with best practices • Connect processes • Provide a framework • It is public domain not proprietary • Core books consist - one function and ten processes:

  5. Service Support The Service Desk - a function • Incident Management Service Support • Problem Management Service Support • Change Management Service Support • Release Management Service Support • Configuration Management Service Support • Service Level Management Service Delivery • Financial Management Service Delivery • IT Continuity Management Service Delivery • Availability Management Service Delivery • Capacity Management Service Delivery

  6. Incident Management • A disruption in normal or standard business operation that affects the quality of service • Goal: restore normal service as quickly as possible and minimize the adverse effect on business operation

  7. Incident Activities Detection & Report Classification & support Service Request Monitoring, tracking and communication Investigation & diagnosis Escalate Resolution & recovery Incident Closure

  8. Service Desk Function • SPOC - Single Point of Contact • Record and resolve incidents • Provide work-around, escalate if not resolved • Produce incident reports • Keep users and customers informed of progress • Responsible for incident life cycle

  9. Service Desk Service Support Incident Management End Users ProblemManagement Change Management Release Management Configuration Management

  10. Problem Management A problem is an unknown underlying cause of an error or failure in the IT infrastructure Known error - incidents or problems that the underlying cause is known (root cause) and a temporary work-around or alternative fix has been identified Goal: • Minimize the impact of incidents caused by errors • Reduce recurrence of incidents due to these errors Problems Known Error RFC Incidents Error in Infrastructure Solutions

  11. Problem ManagementActivities • Problem Control • Identify, classify and solve problems • Root cause identification • Provide work-around to the Service Desk • Error Control • Review and assess Known Error identified from Root Cause • Eliminate known errors using the Change management • Prevent incidents - trend analysis and place preventive measures

  12. Service Desk & Problem Management Incidents vs Problems • Propose incidents • Incident Matching • Identify recurrences of solved problems • Report and identify new work-around • Identify trend

  13. Change Management • Goal: All changes are controlled and managed with standardized procedures and minimum interruption • A change is when a state of supported hardware, network, software, application, environment, system, or associated documentation is different because of: • Addition • Change • Move

  14. Change Management Activities • Log /Filter requests for change (RFC) • Prioritize and categorize RFCs • Assessing resource requirements and impact • Authorize and approve RFCs by Change Advisory Board • Schedule and build the change • Create back-out plan and test the change • Implement and review implemented changes • Review the change management process

  15. Service Desk & Change Management • Receive and forward Request for Change (RFC) • Provide feedback to users about the changes • Ready to support and understand the impact • Identify and report failed changes • Report and feedback to Change management

  16. Configuration Management • Accounts for relationship between assets • Owner of Configuration Management DB - CMDB • Account and track for all IT assets & configuration items (CI) in the CMDB • Verify configuration records against the infrastructure for accuracy • A sound basis for Incident, Problem, Change and Release Management

  17. Configuration ManagementActivities • Plan • Identify - CI • Control - CI and change authorization • Status Accounting - keep CI up-to-date • Audit / Verification - accuracy • Report of CI life cycle

  18. Service Desk and Configuration Mgmt • Use CMDB retrieve incident and problem records • Report and identify inaccurate CMDB relationship • Assess severity and priority with CMDB info • Provide customers with CMDB changes • Assist Configuration Management team with CMDB audit

  19. Release Management • Goals: • Plan and oversee successful rollout • Design and implement efficient procedures • Communicate and agree to the rollout plan through Change Management • Ensure master copies are secured in DSL and DHS • Ensure CMDB is updated and changes are traceable • Owner of DSL - Definitive Software Library • Owner of DHS - Definitive Hardware Store

  20. Release Management • Activities: • Policy • Schedule • Design /Develop • Build • Test • Accept • Plan Rollout • Distribute / install • Review Development Test CMDB Production Archive

  21. Service Desk and Release Management • Identify incidents from rollout • Assist in release planning • Record and report • Provide feedback • Ensure staff can support new releases

  22. Service Desk Service Support Incident Management End Users ProblemManagement Change Management Release Management Configuration Management

  23. Successful ITIL Service Desk • Increasing customers and users satisfaction • Decrease incident numbers • First call resolution goal • Accurate incident identification and escalation • Excellent communication with other areas • SLA compliance

  24. Service Support • The common area to implement ITIL • Increase customer and user satisfaction • IT will be more efficient and effective • Decrease IT financial cost

  25. Useful ITIL Links • The Official ITIL Site • http://www.ogc.gov.uk/ • ITSMF — ITIL global forum • http://www.itsmf.com/ • ITIL COMMUNITY FORUM • http://www.itilcommunity.com

  26. Questions and DiscussionWendy Shih wshih@kent.edu Thank you!

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