queensland university of technology 12th sept 2007

Queensland University of Technology12th Sept 2007Queensland University of Technology12th Sept 2007

FrontRange IT Service ManagementFrontRange IT Service Management

AgendaAgenda

ITSM Product Overview

Session 1 (10.30 – 11.30)– Intro (5Mins)– Change Management (20mins)– Release Management (20mins)– Knowledge Management (Postponed)– Questions (10mins)

Session 2 (11.30 – 12.30)– Intro (5Mins)– Configuration Management (15mins)– Service Level Management (15mins)– Availability Management (15mins)– Questions (10mins)

FrontRange Solution FamiliesFrontRange Solution Families

IT Service Management

Communication Interaction

Management

Customer Relationship Management

FrontRange Solution FamiliesFrontRange Solution Families

IT Service Management

Communication Interaction

Management

Customer Relationship Management

HEAT

Incident

Problem

Change

Release

Availability

Configuration

Service Level Mgmt

Self Service

Knowledge Mgmt

ITSM MSP

Inventory

DiscoverNET

Patch

SW Licensing

Business Services

Asset Lifecycle

IP Contact Center

Unified Messaging

Application Builder

Quality Mgmt

Outbound Dialer

Redundant Server

GoldMine CE

Campaign Mgmt

Lead Mgmt

Relationship Mgmt

Sales Automation

Case Mgmt

GoldMine Mobile

GoldMine ASP

GM/IPCC Integration

HEAT/ITSM Integration

GoldMine IP Voice Suite

IP Office Suite

IPCC ASP

Messaging BPML Workflow Analytics Security ReportingMulti

Tenancy Dashboards XMLFOUNDATION

Web Services

Change ManagementChange Management

Change Management assesses any impact and risk before a proposed change is implemented. The goal is to ensure the use of standardised methods and procedures for efficient and prompt handling of all Changes, minimising the impact of Change-related incidents, and improving daily operations.

Effective Change Management does not necessarily reduce the number of requests over time, but it keeps a good balance between Request For Changes and their impact. A change results in a new status for related Configuration Items.

After changes are approved, Release Management begins the Release process which includes a back-out plan.

Key Characteristics of ChangeKey Characteristics of Change

Requests for Change (RFC): Change requests are formalised descriptions of the Change, components affected, business need, cost estimates, risk assessment, resource requirements, and approval status.

Change Database: RFC data is stored in a central repository. Because Change Management is closely related to Configuration Management and Problem Management, the RFC records should be stored in the same database with the data related to those functions.

Change Advisory Board (CAB): The CAB is a group of individuals who evaluate Change requests and make recommendations. The recommendations are based on the impact on existing services, cost of the Change, and other relevant factors. The relevant CAB members are chosen by the service affected by Change, to ensure that both business and technical positions are adequately represented.

Change Procedures: Change processes facilitate Change implementation. As appropriate, Changes should be managed along a spectrum of control points ranging from automated approval to full project-level review. In addition, Change Management must provide a mechanism for performing occasional urgent Changes when necessary.

Change WorkflowChange Workflow

Initiating Request for Change– Problem resolution may require an RFC– Proactive Business decisions to reduce cost or improve a service

Assessing Change– After Submitting an RFC the Change Manager Assess the Change– If Rejected the requestor is notified, if accepted the CM convenes a CAB

Approving Change– The CAB which includes Technical, Financial, Business Owners must

approve the RFC for it to be implemented

Implementing Change– When the RFC is ready to be built, tested and implemented, the Change

Manager manages this process using a Change Record and Assignment Tasks

Completing Post-implementation Review– The Change Manager Organises and Manages the Review

Closing Changes– When a Change in Implemented and Reviewed, the Change can be closed

Change Process Flow

Change Process Flow

How is this all reflected within ITSM?How is this all reflected within ITSM?

Overview of ITSM’s

Change Management Module

Release ManagementRelease Management

Release Management encompasses the planning, designing, building, configuring, performing testing and acceptance testing of hardware and software to create release components for implementing in a production environment.

Release Management ensures Changes are implemented only after full preparation and testing, using Milestones to plan and increment the process.

The focus of Release Management is the protection of the production environment and business processes.

Benefits

Types of ReleasesTypes of Releases

– Full Releases: All components of the release are tested, distributed, and implemented together.

– Delta Releases: A partial release or incremental release where only the changed modules and related inventory items are affected.

– Package Releases: A collection of releases that are combined or grouped and implemented together.• Examples include new software release implementations,

hardware installations or upgrades, or other IT infrastructure changes that affect business operations.

ITSM Release WorkflowITSM Release Workflow

Process OverviewProcess Overview

As part of the ITIL, Release Management is the implementation of the Change Request. As such each release is comprised of one or more milestone.

A typical release could comprise of the following Milestones;– planning, – designing, – building, – configuring/implementation, – performance testing, and – acceptance testing



Release Management Module

Configuration ManagementConfiguration Management

Configuration Management is defined by ITIL as ‘providing a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the versions of all Configuration Items in existence’.

Configuration Management is different to Asset Management, which maintains details of individual assets. Configuration Management not only maintains details of individual assets, but also maintains information about the relationships between assets.

Configuration Management is closely linked with the overall Service Support and Service Delivery processes, by providing a single Configuration Management Database (CMDB) as the repository for all Configuration Items and their relationships.

Configuration Management identifies and controls your organisation's IT infrastructure and services, enabling you to support Incident, Problem, Change, and Release Management processes.

– For example, an inventory item may be the key component in resolving an Incident. Therefore, it is linked to that Incident throughout the resolution cycle.

The CMDB and CIsThe CMDB and CIs

Configuration Management Database– The CMDB contains all the inventory items for your IT infrastructure.– The CMDB is at the core of the FrontRange IT Service Management

application. The Incident, Problem, Change, and Release processes query and update the CMDB.

Configuration Items– Inventory items include hardware, software, services, and documentation.

Configuration Management comprises the identification, control, status accounting, verification, and management of infrastructure components.

– Some inventory items and/or CIs will already be linked to the Business Object. Others will need to be linked as you research and diagnose issues.

Configuration WorkflowConfiguration WorkflowPlanning

– A configuration Plan should include the following: Strategy, Policy, Scope, Objectives, CMDB and processes

Identification– The identification and labelling of all Inventory Items, recording:

Ownership, Relationships, Versions, and Identifiers – The level of recording Inventory Item details is determined by the business

need, typically at the level of ‘independent change’.

Control– To provide the assurance that only authorised and identifiable Inventory

Items are accepted and recorded from receipt to disposal. This will ensure that no items are added, modified, replaced or removed without the appropriate controls and documentation.

Status Accounting– To provide reporting of all current and historic data regarding any

Inventory Item, throughout its lifecycle

Verification and Audit– A series of reviews and audits are available to verify that the Inventory

Item physically exists, and check that their information is correctly recorded in the CMDB.

Configuration StatusConfiguration Status

The CMDB is the database holding a complete record of all CIs associated with the IT infrastructure. The CMDB is at the core of the FrontRange Service Management and Infrastructure Management applications. The Incident, Problem, Change, and Release processes perform data dips into the CMDB and also populate the CMDB with up-to-date information.

Information from the Service Management process, such as a change to a CI, can be recorded in the CMDB to maintain current and accurate data. Keeping the CMDB up to date allows organisations to have better control over infrastructure (for example, software licenses).

There are several methods for accessing CI records in ITSM, such as:

Configuration Manager’s Dashboard

CI Browser - The CI Browser displays Services and their associated CIs. A Service is one or more IT systems enabling a business process such as infrastructure, network, or application services.

Search Center



Configuration Management Module

Service Level ManagementService Level Management

Service Level Management ensures IT provides the level of service required to meet your business needs.

IT maintains and improves service quality using a process that creates agreements with customers, implements processes to meet those agreements, then monitors and reports on the success.

When the process is unsuccessful, IT eliminates the poor service while meeting business needs and monitoring budgets.

Details of a Service CatalogDetails of a Service Catalog

Service Level Management IncludesService Level Management Includes

Service Catalog: Provides a list of IT services, default levels, and options.

Service Level Agreements: Provide targets for measuring IT performance.

Types of Agreements can be– Under Pinning Contracts: between IT and external Organisations– Operational Level Agreements: between the internal departments

Details of a Service AgreementDetails of a Service Agreement



Service Level Management Module

Availability ManagementAvailability Management

IT departments must calculate the availability of an IT component or service and understand how a single point of failure affects the other elements in the infrastructure. In addition, it is necessary to know how long it takes to resume the service.

Incident and Problem Management provide for tracking and resolving the root causes of outages. The goal is to consistently meet business needs and service availability requirements.

ITSM Service Availability is based on a 30-day calculation. The availability percentage is calculated using the Outage Log for each inventory item linked to the service.

Outage LogOutage Log

Each Outage Log indicates:– The duration the item was unavailable.– Whether the outage was scheduled or unscheduled.– Whether the outage occurred inside or outside the defined Hours of

Operation.

Calculations are combined for all inventory items linked to the service.

Note: To ensure the proper level of availability, you must measure, monitor, and review all SLAs, OLAs, and UCs consistently.



Availability Management Module

Thank YouThank You

Infinite SystemsPramit PatelInfinite SystemsPramit Patel