practical application of itil best practices
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- 1. Nashco Consulting Ltd. Practical Application of ITIL Best PracticesKen Stainsby Phone:(866) 590-0846 Email:[email protected] Web:www.nashco.ca Extranet: http://magicservicedesk.info
2. Nashco Consulting Ltd. Nashco Consulting Ltd.In the helpdesk business since 1993Fully certified in ITIL Service ManagementOver 300 customers (35 in Western Canada)Sponsor of the largest Magic User Group web site http://magicservicedesk.infoIn-depth experience in service desk and assetmanagement projects including assessment,implementation, migration and integration services For more info contact: [email protected] 3. Nashco Consulting Ltd.What is ITIL ?ITIL is the application of the science of management to information technology. This knowledge is captured in a library of over forty books that outline a process- based set of best practices for IT Service Management. Information TechnologyInfrastructure LibraryFor more info contact: [email protected] 4. Nashco Consulting Ltd. ITIL PrinciplesITIL is all about which processes need to exist within an organization for the management of the IT infrastructure to theoptimal level of IT service quality at ajustifiable costFor more info contact: [email protected] 5. Nashco Consulting Ltd. What does ITIL Provide?Common terminology and definitionBetter articulation about processNo need to re-invent the wheel - process modelClear inter-relationship among processesIdentification of gaps and weaknessesStandard metrics for measurement formanagementPortability of IT resources For more info contact: [email protected] 6. Nashco Consulting Ltd.Why ITIL ?To provide the highest possible quality support tothe Client community for problems, inquiries andservice requests.To reduce the workload associated with solvingrecurring problems and answering the samequestions.To provide a Service Catalogue of documented ITservices supported by efficient processes.To enhance ITs credibility by delivering a bestpractices service. For more info contact: [email protected] 7. Nashco Consulting Ltd.Are we doing the right things?Are we clear what benefits we are seeking? Are the end benefits in line with your goals and priorities? Will they remain so over the life of the program? For more info contact: [email protected] 8. Nashco Consulting Ltd.Are we doing them the right way? Are we utilizing best practices? Will the processes support all necessary business and quality requirements ? Do all elements of the investment (people, processes, technology, & organization) blend well together? For more info contact: [email protected] 9. Nashco Consulting Ltd.Are we getting them done well? Have we identified all the work? And have all players accepted the responsibility for their part in this work? Are there sound delivery plans and well-designed projects? Is the project work achievable with the planned resources? Will there be adequate quality assurance? For more info contact: [email protected] 10. Nashco Consulting Ltd.Are we getting the benefits? Do the prospective benefits justify the costs? How certain are we about the estimates of benefits? Is there broad acceptance for the program? Is there a solid business sponsor able to deliver the benefits? How much could the estimates be affected by factors outside the organizations control? For more info contact: [email protected] 11. Nashco Consulting Ltd.What is the goal?To achieve a service-centric, ITIL-compliant Service Desk function tointerface between the Client Communityand the IT Support function For more info contact: [email protected] 12. Nashco Consulting Ltd.ROI of Achieving this GoalTo provide the highest possible qualitysupport to the Client community forproblems, inquiries and service requests.To reduce the workload associated withsolving recurring problems and answering thesame questions.To provide a Service Catalogue ofdocumented IT services supported byefficient processes.To enhance ITs credibility by delivering abest practices service.For more info contact: [email protected] 13. Nashco Consulting Ltd. The Ten ITIL End UsersProcessesNetwork &ApplicationsOperations Service Desk Service LevelManagement Management Management IncidentConfiguration ManagementManagement Service Financial ContinuityManagementManagementProblem Change Management ManagementAvailabilityCapacityManagementManagement ReleaseManagement Service Support ProcessesService Delivery Processes Security Management For more info contact: [email protected] 14. Nashco Consulting Ltd.Integration of ITIL Processes in MagicM agic Self ServiceIncoming em ailPhone calls SNM P Trapsl Help DeskM agic Total Service Desk Provides a strategic central point of contact for custom ersand an operational single point of contact for managing incidents through to resolutionIncidents.Inquiries Included with Magicand Service Magic RequestsM agic Option Pack EventM anager C re a ba s e te s InIncident Management 3rd Party Softwared onc id e nSNMtsDesigned to restore norm al P tra service operation as quickly psas possible and minim ize theadverse im pact on the business operations m o re v id e to p roD ri ll d o w n rm a tio n onin fo fo o n fig u ra tiZAC ent c a ll in go n c li th e y a re cw h en Problem M anagement M im inizes the adverseim pact of incidents by seeking the root cause andinitiate action to remove theerrorSM S Va lid aChange M anagement tio SMS Ensures standardizednoViewerprocedures are used for fC MD efficient handling of allchanges to minim ize impact B Va of change related incidentslidatand im prove day-to-day ion of operations CrystalCM Reports DBR ep o rt in g Configuration M anagement Visual Relation ships Identify, record and report on all IT Com ponentsVisioFor more info contact: [email protected] 15. Nashco Consulting Ltd.The Tool Must Link Processes Service interruptions Incidents Service (Help) Desk SLAs in place Root Cause Analysis May link to several Incidents Problems Reduce / eliminate Incidents No SLAs in place Known Successful diagnosisErrors Fix available RFC Request for Change Submitted to fix Known Error For more info contact: [email protected] 16. Nashco Consulting Ltd.Service Desk Goal To act as the central point of contact between the users and IT Service Management. To handle incidents and requests, and provide an interface for other activities such as Change, Problem, Configuration, Release, SLA and IT Service Continuity Management Responsibilities Receive and record all calls from users Provide initial assessment of all incidents and make first attempt at resolution and/or refer to 2nd level support based on agreed SLA / OLA Monitor and escalate all incidents Keep users informed on status and progress Benefits Improved user service, perception and satisfaction Consistency of service through SPOC Improved quality and faster response to user requests For more info contact: [email protected] 17. Nashco Consulting Ltd.Service Desk ManagerRoles Non-transparent Strong ownership Communicator & coordinator Promoter: Service Desk is the IT dept for most clientsMeasurement Daily reviews of incidents status against SLAs Weekly service availability, SLA breaches, staff workload, known errors and upcoming changes Monthly overall performance, achievements and trend analysisFor more info contact: [email protected] 18. Nashco Consulting Ltd. Magic ModulesMagic Service Desk uses three core modules, or units of work to process workflow. In most cases they are linked together however they can also be used as standalone components Incident Work Order Purchase Request (with Asset Management) With the addition of the Magic Change & Configuration Management Option Pack, three additional modules are provided to support ITIL best practices. Problem Change CMDB (with Configuration Management)For more info contact: [email protected] 19. Nashco Consulting Ltd.PinkVerifyIncident ManagementProblem ManagementChange ManagementConfiguration ManagementService Level Management For more info contact: [email protected] 20. Nashco Consulting Ltd. Incident Management Goal To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained Responsibilities Incident detection & recording, classification of all incidents and initial support, investigation and diagnosis, resolution and recovery, incident closure and incident ownership, monitoring, tracking and communications Benefits Reduced business impact of incidents by timely resolution Proactive identification of beneficial enhancements Improved monitoring of performance against SLAs Elimination of lost incidents or service requests Improved user satisfaction Less disruption to both IT support staff and users For more info contact: [email protected] 21. Nashco Consulting Ltd.Incident ManagerRoles Single Point of Contact Clients, Network Mgmt, Operations, App Dev etc. Logging, resolving, routing, monitoring, & closing Service oriented and empatheticMeasurement Quantity # of Incidents, by staff, by dept, by application Cost per incident, elapsed time Quality (what are your Key Performance Indicators?) First Point of Contact Resolution % within SLA by impact codeFor more info contact: [email protected] 22. Nashco Consulting Ltd.Incident ModuleIncident is the main module that Magic Service Deskuses. Most workflows are initiated from a client by aphone call or email to the service desk, or through thebrowser-based Magic Self Service Desk. Incidents aregenerally categorized three ways: Trouble Ticket (Something is not working like it should) Service Request (I need something I don't currently have, sometimes known as MAC - move/add/change) Inquiry (I need information) For more info contact: [email protected] 23. Nashco Consulting Ltd. For more info contact: [email protected] 24. Nashco Consulting Ltd. Prioritization = Urgency & ImpactHow quickly does this What is the impact toneed to be resolved ? the business ? Urgency Impact Objective Magic 7.5 Automatically populated based on: SubjectiveSubject, Client, Dept, Company, SLAAutofills the Due Dateie. 10_UserWO, 20_User_Down,ie. 10_High (2hr resolution) 30_Dept, 40_Building_ 50_Campus 50_Low (60 hr resolution) 10_High Magic 7.5 with32 1Magic Change & Configuration Urgency Mgmt Option Pack43 254 350_Low Impact MinorMajor Priority Based on the combined selection of Urgency & ImpactFor more info contact: [email protected] 25. Nashco Consulting Ltd.CategorizationUrgencyStatus Service LevelSubjectAgreementService CatalogueConfiguration Owner Configuration ItemFor more info contact: [email protected] 26. Nashco Consulting Ltd.Incident Management Process ServiceDesk 2nd Tier (ie Hardware)STATUSASSIGNED TO 1) New Incident is created by IncidentSue on ServiceDeskOPEN-LOGGEDSue in 2) Assigned to Support Staff SERVICEDESKGroup (Harold in Hardware group)3) Harold changes status to OPEN-OPEN-ASSIGNEDWIP to acknowledge call and Incidentindicate he has started to workHarold in on IncidentHARDWARE Group 4) Harold does work on Incident OPEN - WIPIncident Harold in HARDWARE Group Incident5) After completing work,OPEN - RESOLVED Harold updates Resolution,changes status to OPEN-SERVICEDESK Group RESOLVED and Assignsto Group ServiceDesk 6) Sue on ServiceDesk opens IncidentCLOSED Incident from TechMonitor,SERVICEDESK Group(Closed by Sue)checks the Resolution, then changes Status toFor more info contact: [email protected] CLOSED 27. Nashco Consulting Ltd.Incident Management Module Incident initiates a work order1) Client calls the Service Desk In c id e n t 2) Incident type is defined (Trouble Ticket or Service Request) 3) Issue cannot be resolved on the phone 4) Work order is created and linked to the Incident and assigned to second level support staff or groupW o rk O rd e r For more info contact: [email protected] 28. Nashco Consulting Ltd. Work Order ModuleNot ITILThese are more task oriented and are mostcommonly linked to a specific Incident(or Problem or Change)In many cases they will be used to track workperformed on a specific asset (or configuration item).There are several classifications of work orderincluding: On-site (performed at the client desk i.e. install software) Depot (performed in setup lab i.e.: configuration of new PC) Training (for one-on-one mentoring or training) Special (other type of work)For more info contact: [email protected] 29. Nashco Consulting Ltd. For more info contact: [email protected] 30. Nashco Consulting Ltd. Problem Management Goal To minimize the adverse effect on the business of incidents and problems caused by errors in the infrastructure, to proactively prevent the recurrence of incidents, problems and errors.Responsibilities Problem control, error control, assistance with handling major incidents, proactive prevention of problems, providing management informationBenefits Improved IT services Reduction in volume of incidents Permanent solutions Improved Service Desk First Contact Resolution rateFor more info contact: [email protected] 31. Nashco Consulting Ltd.Problem ModuleProblem Module used to declare a problem when one ormore incidents share a common symptom. It can beselected from the Incident module or created separatelyas a problem is determined Define the Problem Prioritize Impact / Urgency / Affected Users If CI is identified then the Problem becomes a Known Error Identify a Workaround if possible Either leave a Known Error or create Request For Change For more info contact: [email protected] 32. Nashco Consulting Ltd.Problem ManagerRoles Reactive Solving Problems in response to one or more incidents Proactive Identify Trends Target Preventative Action Complete major problem reviewsMeasurement # of RFCs raised by error control (& impact) # of problems by status, service, impact, subject Elapsed time on outstanding problems Actual and expected resolution time for problems For more info contact: [email protected] 33. Nashco Consulting Ltd. For more info contact: [email protected] 34. Nashco Consulting Ltd.Problem Management ProcessIncident 1) A series of incidents are identified with a commonIncidentsymptomIncidentIncident 2) Problem is 7) Any future incidentsdeclaredare linked to Problem / Known Error 4) CI at fault is ProblemProblemClose ProblemidentifiedKnown Error 3) Root Cause is 5) Workaround is determined, with identified &6) Initiatetemporary solution documented 8) Assess effectiveness of Request for Change completed change on resolving problemChange Close ChangeFor more info contact: [email protected] 35. Nashco Consulting Ltd.Incident-Problem-Change Module RelationshipChangeProblemProblemProblem ProblemIncidentIncidentIncident For more info contact: [email protected] 36. Nashco Consulting Ltd.Change Management Goal To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of any related incidents upon serviceResponsibilities For controlling changes to all CIs within the live environmentBenefits Increased visibility and communications of changes to both business & service support staff Reduced negative impact of change on IT services provided Better alignment of IT services to actual business need Increased productivity of users through less disruption and increased productively of IT personnel by avoiding repairing faulty changesFor more info contact: [email protected] 37. Nashco Consulting Ltd. Change ManagerRoles Blend of Business & Technical skills Facilitator CommunicatorMeasurement # of changes by period, reason, type Ratio of success Changes by CIFor more info contact: [email protected] 38. Nashco Consulting Ltd.Change Management Process CREATERequest forDESCRIBE Change REASONDescribe theproposed ChangeROLL-OUT What is the Reasonfor the Change? What are the steps BACK-OUT for the rollout of thisWhat are the back- change? out steps in the eventof a failed change? COORDINATE RFC ProcessCATEGORIZESCHEDULEType of ChangeCOMMUNICATE Start /EndDurationNotify affected parties Request input from MB/CAB/ECABASSESSMENT &ASSESSAUTHORIZE Business Risk APPROVAL Technical Risk Resources Required Approve or Reject based on assesmentIMPLEMENTEXECUTEREVIEW Use Work Orders toPM to review REPORTtrack task details effectiveness of change Report card Good or bad change For more info contact: [email protected] 39. Nashco Consulting Ltd.Configuration Management Goal To provide a logical model of the IT infrastructure identifying, controlling and verifying version of Configuration Items in place Responsibilities Planning, Identification, Control, Status Accounting and Verification & Audit Benefits Acts as a base of information in Incident and Problem Management Facilitates the impact assessment in Incident Management and Change Management Permits a physical audit of the infrastructure to support Financial Management and Continuity Management Adherence to legal obligations (CAAST) For more info contact: [email protected] 40. Nashco Consulting Ltd. Configuration ManagerRoles Asset Manager PLUS Control freakMeasurement Gap analysis between CMDB and realtime inventory / count Tracking Unauthorized applications & h/wFor more info contact: [email protected] 41. Nashco Consulting Ltd.Configuration ManagementOther ConsiderationsThe CMDB should be able to supply answers to these questions: What do we have? Where is it? What state is it in? Who is responsible for maintaining it?Who uses it? What depends on it? What does it depend on? What is it part of?For more info contact: [email protected] 42. Nashco Consulting Ltd.ClientConfigurationConfiguration ItemCatalog Category(user)(Grouping of items)(Specific piece of equipment) (Part#)& subcateogry PCNEC-17FS PC-PERIPHMonitor DELL-KBPC AssetKeyboard PC-PERIPH CD/ RWHP-RW8201DELL-OPTGX PC PTable C Subassembly of PCPC-DESKTOPDAN-PC PR RelationshipPersonalPR-LASERlaserHP-LJ5P printer SW Operating SystemMS-W98SW-OSSW Office 2000 MS-OFF2KSW-APPTELTelephone NT-H123TEL-DESK DELL-LATXPPCPC-LAPTOP Noteboo DAN-NB kNOK-6500 TELCell TEL-CELLPhone Name BuildingSerial # Warranty period Sales VendorPhone number RoomAsset TagManufacturerService VendorDepartment Chargeback ID Purchase dateSales VendorSite Primary Use Actual costService VendorEmail AddressInstallation Date Warranty expiration date Service Contract # Depreciation # of periodsList Price PO# and Invoice #Track asset number: Y/N For more info contact: [email protected] 43. Nashco Consulting Ltd.Plus Configuration Item Relationships LogicalUpstreamA relationship that describes aDescribes the logical process flow process or software. or physical connection in which one (ie The HR application dumps data to a item is first or above another.EmployeeDatabase file that the Webserver reads have a This is the relationship between Intranetlogical (non-physical) relationship toWeb Server to Router Beach other.DownstreamDescribes the logical process flow or HR Application Server physical connection in which one item is Frame Relaybelow another This is the relationship between PC1 toRouter ARouter B Router A PhoneDirectory Intranet Web ServerPeerDescribes the relationship betweenitems on the same hierarchy level This is the relationship between PC1 Physicaland PC2 A relationship based on the physical connection between two components.(ie.the HR application server and Router B connected by a network PC 1PC 2 PC 3 Laser printercable have a physical relationship.For more info contact: [email protected] 44. Nashco Consulting Ltd.ZAC Reports (default)Magic Reports (default):SPA Summary Inventory Catalog by Part#Workstation Detail Inventory Catalog by DescriptionFile Server Summary Inventory Catalog by CategoryMagic Service DeskZAC LiteUser(s) of ConfigurationHelp Desk IncidentsClieLast User Configuration Items nt L ink tService Request o ZACMonitor CI Link to ZACPC PCKeyboardPrinte rInstalled Software SoftwareLocation For more info contact: [email protected] 45. Nashco Consulting Ltd.Audit and Verification of CMDBMagic Service DeskZAC LiteCI Link to ZACNashco CI Link Magic Reports: ZAC Reports: Work order history of asset CAAST Software Totals by Workstation Service history by vendor Unauthorized Applications Detected Location summary report Software Detected on all workstations by Server- users at this location Unidentified Software List by Location- assets at this locationCustom Additions to your Software Catalog Linked users of a configuration Magic / ZAC Gap Analysis Reports: ZAC inventory detected with no Magic Configuration Magic CI without links to ZAC inventory For more info contact: [email protected] User in ZAC not listed as Magic Configuration client 46. Nashco Consulting Ltd. Detail & Summary Reporting For more info contact: [email protected] 47. Nashco Consulting Ltd. So what is the next step?Start at the topDefine business driversWhat are the benefits to the business?Select the ITIL Process(s) to start with Where is the pain? Where is the gain? For more info contact: [email protected] 48. Nashco Consulting Ltd. Building the ITIL RoadMapDetermine the ITIL process your businessneeds mostDetermine the impact for each process onthree key areas People, Process, & TechnologyAlign business drivers with each of thesecomponents to develop an investment plan &business benefitIdentify KPI that will be improved byimplementing ITIL to help define ROIFor more info contact: [email protected] 49. Nashco Consulting Ltd.How to effect process changeEvolution not RevolutionRationalize, reorganize, restructure theIT Service DeskEvolve a common IT Support Functionwith standard Policies, Processes,Procedures & ToolsAmend and/or create Policies, Processesand Procedures to support a commonIT Support FunctionFor more info contact: [email protected] 50. Nashco Consulting Ltd.ITIL Process Improvement ModelVision and businessWhere do we want to be ?objectives Where are we now ? Assessments How do we get where weProcess improvementwant to be ? or re-engineeringHow do we know we haveMetrics & arrived ?Measurements For more info contact: [email protected] 51. Nashco Consulting Ltd. It all starts with ProcessProcessITIL vs Actual Gap Analysis Assessment Develop high levelprocess modelDevelop detailed process model Implementation ofProcessGather Tool Map Tool Capabilites ToolRequirementsto Process model Install & ConfigureITIL Awareness PeopleCampaignITIL TrainingProcess Workshops For more info contact: [email protected] 52. Nashco Consulting Ltd.How to make it all work togetherKPI What are the Key Performance Indexes for the IT service delivery ?PolicyOverall guidelines for how the business is run 1) All calls are logged 2) The work order is not completed until the asset data is updated. Define Work Flow Call comes in toBallard Help DeskOpenHelpdesk Monitor En ter ClientID ofcaller ie. ANGGRE All openHelpdesk ticke ts for thi s user a red isplayedProcess based on ITIL best On Notepad enter a quickd escr iption of prob lem /requestIs user cal ling about an e xisti ng cal l? NopracticesSelect Create8 or 11. Create Helpdesk ticket Is user cal lingHelpdesk Call fr om from W iteboard h Yes about WhiteboardActio ns m enu issue? No Click icon besi de No Subject to display Subject Tree 7. Cre ate Helpdeskticket from Is user cal lingR ecurring Yesabout Recurring issue?Select ap prop riate Subjec tDescription in thetop frame ProcedureDefine Step-by-step1) Open Incident Monitor2) Enter Client ID3) Check if existing open ticketWho NotificationWhat When How ReportingFor more info contact: [email protected]