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Jeffrey H. Westcott ITSM Service Manager

Performance Measures x.x, x.x, and x.x. Information Technology Service Management (ITSM) Implementation Project NLIT 2009: 31-May-09 to 3-Jun-09. Jeffrey H. Westcott ITSM Service Manager. UCRL # LLNL-PRES-412668. ITSM Implementation. Agenda Background Baseline Education / Consulting

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Jeffrey H. Westcott ITSM Service Manager

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  1. Performance Measures x.x, x.x, and x.x Information Technology Service Management (ITSM)Implementation ProjectNLIT 2009: 31-May-09 to 3-Jun-09 Jeffrey H. Westcott ITSM Service Manager Science & Technology PAD – Computation / ICCD UCRL# LLNL-PRES-412668

  2. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  3. Terms Science & Technology PAD – Computation / ICCD • ITIL • Information Technology Infrastructure Library • ITSM • Information Technology Service Management • Incident • Any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or reduction in the quality of that service. • Problem • … is an unknown underlying cause of one or more incidents. • Known Error • …is a problem that is successfully diagnosed and for which a work-around has been identified

  4. Service Desk ITIL v2 IT Service Continuity Availability Management Security Capacity Management Release Management Service Delivery Set FinancialManagementfor IT services Service Support Set Change Management Service Level Management Configuration Management Incident Management Problem Management Science & Technology PAD – Computation / ICCD

  5. Terms Science & Technology PAD – Computation / ICCD • Incident Management • The primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact of business operations, thus insuring that the best possible levels of service quality and availability are maintained. “Normal service operation” is defined within the Service Level Agreement (SLA). • Problem Management • The goal of problem management is to minimize the impact of incidents and problems on the business that a caused by errors within the IT Infrastructure and to prevent the reoccurrence of the incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of incidents and the initiate actions to improve or correct the situation

  6. ITIL v2 to v3 ITIL v2 ITIL v3 Science & Technology PAD – Computation / ICCD

  7. ITIL v2 versus v3 Science & Technology PAD – Computation / ICCD

  8. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  9. Baseline – Where did we start? Detail • Multiple Help Desks • Multiple tracking systems and processes • Limited application support • Unable to upgrade • Customer Satisfaction • Expense • 13 Directorates – 2 used Service Desk for tier-1 • 9 used Institutional Remedy • 2 Remedy Systems • Remedy version 5.0 • Customizations extensive • Little to no formal ITIL Training Science & Technology PAD – Computation / ICCD

  10. Help Desk Baseline Calls Tickets • 9 Agents (phones, email, web, backup) • 200 Calls/Day • Handled 89.8% • Abandoned 10.2% • 3950 Tickets/Month • Resolved within SLA 99% • Resolved at Help Desk 59% Science & Technology PAD – Computation / ICCD

  11. Total Ticket Count Science & Technology PAD – Computation / ICCD

  12. Total Incoming Calls Science & Technology PAD – Computation / ICCD

  13. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  14. Education / Consulting Science & Technology PAD – Computation / ICCD • ITIL Foundations Certification • Consultant • Assessment • Evaluation • Roadmap • Process Identification • Incident Management • Change Management • Requirements & Definitions • Tools • ITIL Practitioner Certification(s)

  15. IT Solutions Division - ITIL v2 Process Implementation Roadmap Phase 1 Phase 2 Phase 3 Training and Consultative Services Service Level Management Problem Management Service Continuity Management Service Desk (Incident Management) Release Management Change Management Capacity Management Configuration Management & CMDB Financial Management Service Support Service Delivery Science & Technology PAD – Computation / ICCD

  16. Evaluation • Research • Gartner Reports • Forrester Reports • Help Desk Institute • Read, read, read, … • Internal Processes • What do we do now? • What should we do? • What should we stop? • Tools • Request for Information • Demonstrations • Live 2 day Presentations Science & Technology PAD – Computation / ICCD

  17. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  18. ITSM System Requirements • Interface Requirements • User • Software • Hardware • Functional Requirements • Multiple roles • Large Scale System • Configurable vs. Customizable • Reporting • Surveys • Metrics • Notifications • Configurable views for reports • Non-Functional Requirements • Performance Requirements • Data Management • System / Functional Preferences • Google type search • Designed for Web • Oracle database • Time tracking • Bulletin Boards • Security Requirements • Secure transactions • Role based security • Multi-tenant Science & Technology PAD – Computation / ICCD

  19. ITSM Service Desk Requirements • End-User Experience • Self-service • Configurable environment • Email • Surveys • User interfaces • Work History • Management of End User • Configurable fields • Contact History • Contact Information • Call Entry • Case Relations • Re-occurring cases • Call Center Features • Call stats • Time and task tracking • Priority calibration • End-user ticket retrieval • End-user configuration • Administrative Features • Ticket / Incident Management • Routing engine • Escalation engine • Knowledgebase • Create and link activities • Maintain history • Automate Email responses Science & Technology PAD – Computation / ICCD

  20. ITSM Service Desk Requirements • Integration • Portal capable • Bulletin Board • Interactive Support • One Call for All • Workforce Performance • Employee Performance • Activity Management • Workforce Management • Field Management Features • PDA Sync • Email Sync • Call Handling / Dispatching • Remote Knowledge Management • Knowledge Management • Information Feeds • Information Attachment • Call / Project Management • Activity Reporting • Track cost per call • Reporting Features • Pre-defined Reports • Exception / Alert Reports • User-defined Reports • Ad-hoc Query Generator • Automatic Roll-up / drill down • Forecasting / Planning Tools • Dashboards • Alerts / Alarms Science & Technology PAD – Computation / ICCD

  21. ITSM Service Desk Requirements • Time Management Features • Calendar • Task List • Email • Fax • Notes • Transaction / Audit Log • User billing for automated time card • Workflow Features • Task Reassignment • Create triggers for follow-up • Defining individual ticket workflow Science & Technology PAD – Computation / ICCD

  22. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  23. ITIL Framework / Roadmap Phase 1 Incident Management Phase 5 Problem Management Trouble TicketEngine Knowledge Base Phase 3 Change Management Phase 4 Service Level Management Change Workflow Reporting Engine ITSMCMDB Threshold Monitoring Configuration Baseline Phase 2 Configuration Management Phase 7 Capacity Management Software Library System Monitoring Phase 7 Availability Management Phase 6 Release Management Future phases Science & Technology PAD – Computation / ICCD

  24. ITSM Implementation Timeline 2007 2008 2009 2011 2012 2010 Project Plan Incident / Self-Svc. Train / Test Pilot Live 4Help Live Cutover Configuration CM SLM PM Future Science & Technology PAD – Computation / ICCD

  25. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  26. Status Science & Technology PAD – Computation / ICCD

  27. Status Science & Technology PAD – Computation / ICCD

  28. ITSM Infrastructure Diagram Science & Technology PAD – Computation / ICCD

  29. Server Architecture Science & Technology PAD – Computation / ICCD

  30. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Questions Science & Technology PAD – Computation / ICCD

  31. Issues / Risks Science & Technology PAD – Computation / ICCD • Culture • This will require significant changes to how support people will work • Support Groups – functional vs. organizational • Categorization of incidents • Process focus • The processes we currently use will probably not be sufficient to implement an ITIL framework • Ownership of incident and reports • Notifications – customer, owner, team, manager, … • Technical • Database – Oracle vs MS SQL • Interfaces / Authentication • Desktop configuration – tools, drivers, rights, …

  32. ITIL Service Support Operational Incidents Application Incidents Data Feeds Network & System Incidents Security Incidents Management Information and Monitoring Service Desk User Third Party Support System Support Operation Support Desktop Support Application Support Network Support Sales, Purchase, Contract and Account Management Support Science & Technology PAD – Computation / ICCD

  33. More Issues / Risks Science & Technology PAD – Computation / ICCD • Training • Not enough ITIL Trained people • Scope • ITSM is a huge project that requires significant project management skills to prevent scope creep! • Management focus • Develop a steering committee or Stakeholders group responsible for making decisions about details • Resources • Service Desk • Technicians • Developers & Maintenance • Funding • Consistent funding – derives directly from Management commitment

  34. ITSM Implementation • Agenda • Background • Baseline • Education / Consulting • Requirements • Schedule • Status • Issues / Risks • Process • Questions Science & Technology PAD – Computation / ICCD

  35. Questions Science & Technology PAD – Computation / ICCD

  36. Thank You Science & Technology PAD – Computation / ICCD

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