PRINCIPLES AND BASIC CONCEPTS Problem models

Incidents vs problems

Reactive and proactive problem

management:

Reactive: process activities are triggered in

reaction to an incident that has taken place

Proactive: process activities are triggered by

activities seeking to improve services

dsd

REQUEST FULFILMENT

Request fulfilment is the process responsible for

managing the lifecycle of all service requests from the

users.

Formal request form a user for something to be provided E.g. Password changes, access to printers, PC moves

Define & Explain Event

Purpose

Scope

Objectives

Principles and Basic Concepts of Incident Management

Known-Error Database

Reactive Problem Management

Pro-active Problem Management

Service Desk Services Handles incidents, resolving as many as possible, where the resolution is

straightforward

Owns incidents that are escalated to other support groups for resolution

Reports problems to the problem management staff members

Handles service requests

Provides information to users

Communicates with the business about major incidents, upcoming

changes, and so on

Manages requests for change on the users behalf if required

Manages the performance of third-party maintenance providers

Monitors incidents and service requests against the targets in the SLA

Updates the CMS as required

Gathers availability figures, based on incident data

Objectives

Help plan, implement and maintain stable technicalinfrastructure to support business processes

Well designed, resilient and cost effective topology

Keep infrastructure in optimum condition

Diagnose and resolve technical failures

Roles

Technical manager/team leader

leadership, control and decision making for the team

providing technical knowledge and leadership

ensuring training, awareness and experience levels

maintained

performing line management

reporting to senior management on technical issues as

required

Technical analyst/architect

Determine evolving needs of users, sponsors, stakeholders

Establish system requirements

defining and maintaining knowledge about systems dependencies

performing cost benefit analyses

developing operational models that will optimize resource utilization and

maximize performance

configuring the infrastructure to deliver consistent and reliable performance deliver

defining all the tasks required to manage the infrastructure

A service desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service activities,

usually made via Telephone calls, web interface or automatically reported infrastructure events.

Objectives: Improved customer service, perception and satisfaction Increased accessibility through a single point of contact Better quality and faster turnaround Improved teamwork and communication Enhanced focus and proactive approach to service

provision Reduced negative business impact Better management infrastructure and control Improved usage of IT support resources More meaningful management

Role: Logging all relevant incidents Providing first line investigation and diagnosis Resolving incidents at first contact Escalating incidents that cannot be resolved within

agreed timescale Keeping users informed of progress Closing all resolved incidents Conducting customers surveys Communicating with users

Organizational Structure/Types of service desks.

Higher volume of calls

Higher skill levels

Different time zones

specialised groups of users

VIP status of users

Use technology and tools

to give impression of single

service desk.

24hour coverage

low costs

Technical

ManagementITIL SERVICE OPERATION

Benedito, Christian, Kara, Abrahams, Peters, Smith, Nombewu

Purpose

Undertake activities and

processes to manage and

deliver services at the levels

agreed with business users

and customers.

The ongoing management

of the technology that is

used to deliver and support

services

Objectives

Deliver the service as

agreed on in the SLA

Reduce both the number

and impact of outages

Controlling access to IT

services

Scope

Service Operation covers all

areas of service

delivery, including:

services (internal, external

and customer/user)

service management

processes (see next slide)

technology

Value

Effective Service Operation

processes and

functions help organizations

to:

reduce the impact and

frequency of outages

provide access to

standard service

PROBLEM MANAGEMENT

Problem: The unknown cause of one or more incidents

Purpose:

Objectives

Scope:

EVENT

MANAGEMENT

Any change of state that has significance for the management of a configuration item (CI) or IT service Events are recognized by

notifications through IT service, CI or monitoring tool

Manage events through their lifecycle Event management is the basis

for operational monitoring and control

Configuration Items (CI)Some are included because they need to stay in a constant stateSome are included because their status needs to change frequently Environmental conditionsSoftware license monitoringSecurity Normal Activity

Detect changes of state for the management of a CI and IT serviceDetermine control action for events and ensure these are communicated to the appropriate functionsProvide the trigger to execute many service operation processes and operation management activitiesComparing actual operating performance and behavior against design standards and SLAs Provide a basis for service assurance,

reporting and improvement

APPLICATION

MANAGEMENT

Role:

Custodian of technical knowledge and expertiseProvides the actual resources to support the service

lifecycle. Providing guidance to IT operations on how to carry out the ongoing operational management of

applications.The integration of the application management lifecycle.

Objectives:To support the

organizations business process.These objectives are achieved through:

Applications that are well designed, resilient and cost-effective

The required functionality is available to achieve the required business outcome

Organization of adequate technical skills

App Development vs Management

A single interface to the business for all stages of the business lifecycle, common requirements and specific-setting process

Development teams show be held partially accountable for design flaws that create operational outages

Management staff show be held partially accountable for contribution to the technical architecture and manageability design of applications

A single change management process for both groups

A clear mapping of development and management activities throughout the lifecycle

Focus on integrating functionality and manageability requirements INCIDENT

MANAGEMENT

Incident: An unplanned interruption

to an IT service or reduction in the quality of an IT

service

Scope:Incident Management includes

any event which disrupts, or could disrupt a service. This includes events which are

communicated directly by users, wither through service desk or

through an interface from event management to incident

management tools.

Priority To agree and allocate an appropriate prioritization code to an incident, this will determine how the incident is handled both by support tools and support staff

Urgency Refers to how quickly the business needs a resolution to an incident

Impact Indication of impact is often the number of users being affected

Purpose:Purpose of Incident

Management is to restore normal service operation as

quickly as possible and minimize the adverse impact

on a business operations, thus ensuring agreed levels

of service quality are maintained.

Objectives: Ensure that standardized methods and

procedures are used

Increase visibility and communication of incidents to business and IT support

staff

Enhance business perception of IT through use of professional approach in resolving and communicating incidents

Align incident management activities and priorities with those of the

business Maintain user satisfaction with quality

of IT services

Interfaces:Service Design

Service level management Input for SLA

Information security management Security related incidents

Capacity management Trigger for performance monitoring

Availability management Availability of IT services

Service Transition

Service Asset and Configuration Management ID faulty equipment

Change Management Workaround need a RFCService Operation

Problem Management Investigate and resolve underlying cause

Access Management Unauthorized access attempts

Activities of incident

management

Methods of Incident Management

Incident Identification Work can only begin when it is known that an incident had occurred

Incident Logging All relevant information of incident must be logged and date/ time stamped

Incident Categorization Must be allocated with an incident categorization coding so exact type of incident is recorded

Incident Prioritization Allocate an appropriate prioritization code to determine how the incident is handled

Incident Closure Service desk to check if incident is resolved and that users are satisfied

Techniques of Incident Management

Functional Escalation

Management Escalation

Hierarchic Escalation

Incident Models:An incident model is a way of

predefining the steps that should be taken to handle a process in

an agreed way.

Steps that should be taken to handle incident

Chronological order these steps should be taken in

Responsibilities

Precautions to be taken

Incident Tracking:Incidents should be tracked throughout their lifecycle to support proper handling and reporting on the status of incidents.

Open Incident recognized but not yet assigned to a support resource In Progress Incident in progress of being investigated Resolved Resolution has been placed for incident but normal state service

operation has not yet been validated Closed User or business has agreed that incident has been resolved

Major incidents are separate procedures, with shorter timescales and greater urgency. Definition of what constitutes a major incident must be agreed and ideally mapped onto overall incident prioritization scheme.

PROBLEM

MANAGEMENT

PROCESS FLOW

Detect Problem Reactive or proactive

detection (triggers in

Notes)

Log Problem Raise record with details of

problem

Categorise Problem Record service/

component affecte

Prioritize Problem ID importance of incident

based on impact

and urgency

Resolution and

Recovery Cause removed and service

restored

Raise known error

record Problem with a documented cause

and workaround stored

in KEDB

Workarounds Temporary way of

overcoming difficulty

Problem Investigation

and Diagnosis Diagnose root cause

Problem Closure Check that all events

are recorded

Major Problem Review

Reflect on major problems as part of

training for support

staff or proactive

problem management

STEP 1

STEP 2

STEP 3

STEP 4

STEP 5

STEP 6

STEP 7

STEP 8

STEP 9

STEP 10

Problem detection

Suspicion or detection of a cau7se of one or more incidents by the service desk.

Analysis of incident Notification of supplier or

controller

Problem prioritization. Can system be recovered? How much will it cost? How long will it take to fix the

problem?

Raising a known error record.Known error is defined as a problem with a documented root cause and workaround.Known error record should identify the problem record it relates to and document the status of actions being taken to resolve the problem.

WorkaroundsIn some cases may be possible to find a workaround to the incidents.When workaround is found, it is important that the problem record remain open.In some cases may be multiple workarounds.

Problem Logging User details Service details Equipment details Date/time initially logged Incident description

Problem Categorization

Problems should be categorized same way as incidents.

True nature of the problem must be easily traced

AC

CE

SS M

AN

AG

EM

EN

T

ProposePurpose of access management is to provide the right to be able to use a service or group of services.

Objectives: Manage access to services based on policies

and actions.

Efficiently respond to requests for granting access to services.

Oversee access to services and ensure rights being provided are not improperly used.

Scope: Access management is effectively the

execution of the policies in information security.

AM gives rights to use a service but also makes sure its available at agreed times.

AM is a process that is executed by all technical and application management

functions, usually not separate function.

Purpose is to allow storage of previous knowledge of incidents and problems.

Known error record should hold exact details. Essential that any data put into the database can be

quickly and accurately recovered. Care should be taken to avoid duplication of

records.

Event Types

Super user Recruited from business to take on some IT responsibilities

Facilitate communication between IT and business

Reinforce user expectations about agreed service levels

Training for users in their area

Support for minor incidents

Involved with new releases and roll outs

Management Positions

Shift Leader

IT Operations Manager

IT Operation Analysis

IT Operator

a notification that a threshold

has been reached, something

has changed, or a failure has

occurred

a means of acquiring human

intervention

often created and managed by

system management tools

ALERT

take place as a result of an incident

report

help prevent the incident from

recurring or provide a

workaround if avoidance is impossible

analyzes incident records to identify

underlying causes of

incidents

analysis of previous incidents reveals

a trend or pattern that

was not apparent when each incident

occurred

Technical Management is treated in ITIL as a "function".

It plays an important role in the management of the IT

infrastructure.

Many Technical Management activities are embedded in various ITIL processes -

but not all Technical Management activities. For this reason, at IT Process Maps

we decided to introduce a Technical Management process as part of the ITIL

Process Map which contains the Technical Management activities not covered in

any other ITIL process.

Technical Management activities embedded in other

processes are shown there, with responsibility assigned to

the Technical Analyst role.

Follow the sun Virtual Service Desk Local Service desk Centralised Service Desk

IT OPERATIONS

MANAGEMENT

Regular scrutiny and improvements to achieve

improved service at reduces costs

Maintenance of the status of day to day

processes and activities

Swift application of operational skills to

diagnose and resolve any IT failures that

occur.

Information Technology Operations Control consists of:

Maintainence

PurformanceConsole

Management

Backup &

Restore

Print & OutputJob

Schedueling

Maintain user and customer satisfaction

Source and deliver the components of requested

standard services

Assist with general information, complaints or

comments

Objectives

To fulfil a request will vary depending upon exactly

what is being requested.

Note that ultimately it will be up to each organization to

decide and document which service request it will

handle through the request fulfilment process

Scope

To manage the lifecycle of all

problems from first identification.

Seeks to minimize the adverse

impact of incidents

Prevent problems and resulting

incidents from happening

Eliminate recurring incidents

Minimize the impact of incidents

that cannot be prevented

Includes the activities required to

diagnose the root cause of incidents.

Will also maintain information about

problems and the appropriate

workarounds and resolutions

Role of Communication in Service Operation

Role:

All communication must have an intended purpose or a resultant action. Any means of communication can be used as long as stakeholders understand when

and where communication will take place.Types of communication:

Routine operational communication

Between shifts, Projects

Performance reporting

Communication related to change, exception & emergency

Training on new or customized processes and service designs Communication of strategy, design, and transition to service operation teams

Process activities, methods and techniques.

Informational: signifies something expected and

normal

has happened, and which does not require any action

E.g. scheduled backup has completed normally

Warning: A notification that a pre-defined threshold

has been reached. Action may or may not be required

E.g. % 5 hard disk capacity available

Exception: A notification that a service or component is

operating abnormally. Action is usually required

E.g. a router failing

Service Operation Poster.vsdxPage-1