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Service Management @ Colruyt

Service Management @ Colruyt. Frank Waegeman. Frank Waegeman. Team Manager Service Management. Frank.Waegeman@colruytgroup.com. Assignment Service management.

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Service Management @ Colruyt

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  1. Service Management @ Colruyt

  2. Frank Waegeman Frank Waegeman Team Manager Service Management Frank.Waegeman@colruytgroup.com

  3. Assignment Service management Service Management BP&S has the overall responsibility, together with all stakeholders, to ensure that the operations and support of the operational BP&S products and services meet and continue to meet the agreed service levels We keep SH.. out of ..IT

  4. Role of Service Mgmt in the Service Life Cycle ServiceManagement Managed service Solution Delivery Solutions deliver the new functional and nonfunctional requirements  fix the service levels Ensures that we keep the agreed SLE’s SLM Solution

  5. Guidelines for Service management Used standard: ITIL (“Information Technology Infrastructure Library”) = Goal = Series of best practices (guidance) to set up the necessary operational processes for an (ICT) organisation  Service management ensures that these processes can be incorporated within BP&S

  6. The processes… Reference model Business IT Alignment Operation bridge Business Assessment Incident Event Customer Management Request Fulfilment IT Strategy development Configuration Problem Change Service Planning Release to Production SLA Management Availability COST Continuity Capacity Build & test Service Design & Management Service development & deployment

  7. The processes… Business IT Alignment Operation bridge Business Assessment Incident Event Customer Management Request Fulfilment IT Strategy development Configuration Problem Change Service Planning Release to Production SLA Management Availability COST Continuity Capacity Build & test Service Design & Management Service development & deployment

  8. Why Service Management?

  9. For the Business IS CRUCIAL PRODUCTION

  10. Operational ITIL PRODUCTION We make every effort to keep a stable production environmenttoday and tomorrow. To achieve this we need to set up different processes

  11. Operational ITIL PRODUCTION CHANGE You can only have a stable production environment if you have control over the operational changes

  12. Operational ITIL PRODUCTION ITChange CHANGE ChangeCalendar ITCONFIG Having control over the operational changes means: - planning and communicating each change -knowing ALL the changes - knowing the correct impact of a change

  13. Operational ITIL PRODUCTION ITChange CHANGE ChangeCalendar ITCONFIG ITASSET Asset management is mandatory for asset validation CHANGE_ASSET = INCIDENT_ASSET = EVENT_ASSET

  14. Operational ITIL PRODUCTION ITChange Unavailability CHANGE ChangeCalendar ITSERVICES SLA & SLE ITCONFIG Change Window Having control over the impact means: ITASSET - knowing what an enduser needs (inventory of assets) - knowing the change window of an impacted asset - communicating the changes for each itservice

  15. ChangeGoal Ensure that changes can happen within the agreed SLEs and without affecting the stability of the production

  16. ChangeHow • Having control over the changes: • Each Change is communicatedITChange • Each Change is planned ChangeCalender • Each Change impact is known • Each Change is authorised The CAB (Change Advisory Board) manage all changes.

  17. Configuration & AssetImpact Analysis & dependences The environment becomes more and more complex The impact becomes bigger Extra availability becomes ‘normal’ The change windows become smaller How can we keep an overview of all these assets & relations?

  18. What is the impact? When can I deploy this middleware service? When can I install a new application server? When can I upgrade the RAC Database? When can I switch this cable? When can I maintain the UPS System? How can I move a datacenter?

  19. IMPACT 80 % of all unavailabilities are due to changes (Gartner) Today 99% of all changes are running fine at Colruyt, but this still generates more than 40% of all unavailabilities…

  20. Impact? Which services are impacted whenI pull the fibre cable connected to the director XFBS011102 on port 26 module 2?

  21. IMPACT? The impact list of component XFBS011102-FC2/26 contains 1954 entries (Result on 20/01/2010) The ITService VERKOOP_FVS2000 has 1199 dependences (Result on 20/01/2010) ITSERVICE VERKOOP_FVS2000 ORACPC50_PROCESS TELLINGEN_ALIAS ITSERVICE VERKOOP_FVS2000 ITSERVICE VERKOOP_FVS2000 ORACPC50 ITSERVICE VERKOOP_FVS2000 BRANCHCOUNT001 BRSTD001@ORACPC50 DS-JDBC_BRANCHCOUNT SAN DS8300W-50050763060005D4 DS8300W-50050763060B05D4 DS8300W-50050763061405D4 DS8300W-50050763061905D4 Director 1 XFBS011101-FC2/26 XFBS011101-FC6/4 XFBS011101-FC9/4 SAN Bootdisk FIBERCARD1 SVLIPC71-500110A00016C17E MAC SVLIPC71-001A64D32554 Director 2 XFBS011102-FC2/26 XFBS011102-FC6/4 XFBS011102-FC9/4 NETWORK XWBS013P21 – GI0/12 FIBERCARD2 SVLIPC71-50050763060005D4 SVLIPC71 Wilgenveld 1214B RACK AD41

  22. RELATIONS Country Site Building Room Rack Physical server Load balancer ESX Blade Chassis MF Windows Linux Unix Network component Others LPAR Logical server Fibercard Bootdisk STC’s Storage Physical Database WAS CICS Windows Shares Logical Database JDBC connection IRAP Universe IMSL Middleware services Queue Reports Windows Services Application ITELEMENTS ITFUNCTIONS ITSERVICES

  23. ITService e.g. Finance 35 top levels ITSERVICE AGENDA MUST ARCHIVES MUST ATST SHOULD DIENSTINFO_SHARE MUST EXCEL SHOULD INTERNET_CONNECTIVITY MUST IRAP MUST FILT SHOULD MICF SHOULD ONKO MUST PAFW SHOULD PEOPLESOFT_HUMAN_RESOURCES MUST PERSONEELSDIENST_SHARE MUST PNPEPAFW_REPORTGROUP MUST TELEFONIE SHOULD .... 685 dependencies ASSET 35 top levels defined by the FA gives 685 dependences for this itservice

  24. Extra availability Extra availability is a period outside the normal availability hours when you want to make use of the ITService e.g. Extra work needs to be done on Saturday e.g. No changes on related ITServices because the financial year closure takes place the first 2 weeks of April e.g. Next week project H59A asks full exclusivity for changes because of the size of the project e.g. A demo will take place at the fair this weekend

  25. Frozen period During the whole month of December we reduce the amount of changes to an absolute minimum for the complete Colruyt Group because: This period is too crucial to take risks for the Colruyt Group (each change is a risk…) We notice that a yearly ‘rest of our IT’ is good for stability

  26. The processes… Business IT Alignment Operation bridge Business Assessment Incident Event Customer Management Request Fulfilment IT Strategy development Configuration Problem Change Service Planning Release to Production SLA Management Availability COST Continuity Capacity Build & test Service Design & Management Service development & deployment

  27. IncidentWhat • An incident is an event caused by a disruption or a reduction in quality of a service

  28. IncidentGoal • Return as soon as possible to the ‘normal situation’ so the end user can continue doing his job • Minimise the negative impact on the business operation It is not the goal of incident to fix the problem in a permanent way  Cost vs benefit An incident is fixed when the EU can continue with his work and when he agrees with the proposed solution

  29. Information Request Information Requests are handled by the Key user of the application on business side

  30. DisasterEscalation of an incident • Prio1 and 2 incidents can be escalated to disaster by helpdesk • Escalated incidents are evaluated by a disaster coordinator • Not every escalated incident results in a disaster! • The disaster coordinator coordinates the disaster until the incident is under control • Tools : Adobe connect, disastertel, disaster room

  31. Request FulfilmentWhat • Handles standard IT requests (computer, keyboard, software, hardware, mobile devices,...) of an end user • <> INCIDENT!

  32. Request FulfilmentHelp • Link @ Portal to Servicedesk

  33. Event MonitoringWhat Monitors all events that occur throughout the IT infrastructure, to monitor normal operation and to detect and escalate exception conditions We have : • Passive monitoring: Detects operational events configuration item (asset) • Active Monitoring: Active testing of a health status of a configuration item (asset)

  34. Event Management Snmptraps,Application & System LogMonitoringSystem MessagesMail2ITO Collecting Processing FilteringPriorityGroupingThreshold Acting Automatic ActionsOperator Initiated ActionsIncident ManagementNotification (SMS) How does ITO works?

  35. Event Overview Fixes Filter Automatic Actions Operator Initiated Actions Workarounds Monitoring Strategy CHANGE SUPPORTTEAM APPLICATIONS MACHINES INCIDENT INCIDENT PROBLEM ITO OPERATIONS HELPDESK CONFIG END USERS

  36. ProblemWhat • Problem management is focused on: • Solving the underlying cause of a incident • “How can we avoid this?” • Ideas from the end user • Managing problems that you deliberated not to fix • status REJECTED! • active & proactive

  37. Questions Thanks

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