service management orientation program.ppt

7/21/2019 Service Management Orientation Program.ppt

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Service Management Orientation Program

Partha Chatterjee

IS Service Management LeadPhillip Morris International


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Agenda

Introduction to Service Management ITIL V3 Overview

Service Now Overview

Incident Management (Service Request)


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ITIL V.3 Service Management

At PMI the ITIL Service Management provides a comprehensive and consistent set of

best practices for Service Management, promoting a quality approach to achieving business

effectiveness and efficiency in the use of information systems

A set of specialized organizationalcapabilities for providing value tocustomers in the form of services

Capabilities include processes andfunctions for managing services over a

lifecycle


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Definitions

Service A local grouping of functionalities made available through the combination ofhardware and software Config items

Ex: IMDL Application for PMI, HR2U-HCM Application for PMI

User A person who uses the service on a daily basis.

Service Provider A person who is responsible for the day to day delivery and support of the

service

Ex: Nicolas Ray for WLS Application for PMI

Service Desk Performs 1stlevel investigation and analysis of user requests; acts as single point

of contact for users in any matter concerning IS/ITEx: IBMIN-DESK

SLA (Service Offering) Service Level Agreement is an agreement between a Service Provider and a

customer about the level at which a specific service is to be provided

SLO Service Level Objective is a minimum level specified in a SLA which a service

provider has committed to provide the customer atleast with this level of service

Service Request A request from a user for support from the Service Provider organization

CI Configuration Item is a hardware or software component that is part of the

infrastructureEx: Service-Now

Impact The extent to which the availability of a service is affectedEx: High, Medium

Incident An occurrence where some or all of a service's functionality is either not

available, or where its response time exceeds the objectives specified in the SLA,

for one or more customers

ITIL Terminology Description


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Service Management Process Model (ITIL V3 aligned)


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Incident

Any event which is not part of the standard operation of theservice and which causes, or may cause, an interruption or areduction of the quality of the service.

Objective: Restore normal state IT service operations as quicklyas possible to minimize the adverse impact on businessoperations.

A Service Request (category Incident) is a formal request forassistance in case of incident occurrence


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Service-now Overview


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SR Categories Incident

Request for Information

Request for Change

Complaint

Impact Levels

High

Medium

Low

None


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Incident Lifecycle and Status

Assigned The responsibility for the resolution of the incident has been

assigned to a specific group or member.In Progress The incident is being resolved.Waitingfor

The incident pending according to reason for waiting:

TheReason for Waitingoptions are:1.Pending Change

The incident has been passed to change management for

resolution of the incident .

2.Supplier FeedbackA supplier company has been asked to assist with the

resolution of the incident .

3.User Feedback

The user has been requested to provide additionalinformation in order to proceed with the resolution of the


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Incident Lifecycle and Status Cont!"

Completed The work on the resolution of the incident has come to an end

because of the reason specified in the Closure Code field.TheClosure Codesare:.

Solved (Permanently) -A permanent solution was provided.

Solved (Workaround) -A permanent solution was not provided and

problem management assessment might be required.

Not Solved (Gone) -It was not necessary to provide a permanent

solution as the request was withdrawn by the user or because the

symptoms do not exist any longer and is not possible to reproduce.

Not Solved (Unable) -It was not possible to provide either a

permanent solution or a workaround because none was found orbecause the incident was in conflict with standards/practices. For

the former the user must agree that no further action is required

however problem management assessment might be required.

Resolved The user has been informed via e-mail of the solution of the incident

and has been requested to verify if it is satisfactory.Closed The user has accepted the solution of the incident


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Service #ow $Cloc% Pause& Conditions'

Awareness - Clock Pause Conditions in Service ow!"s


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5. Gauges: Lists, Charts, News, Links

6. Header (static)

7. Link to the Homepage(s), rint

!. G"o#a" $e%t &earch

)omepage

'. enu odu"es

*. enu +ptions

. enu - &earch

. Homepage

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#avigation Panel

'. /uick search 0or modu"e and option

*. odu"e to manage 1our dai"1 work

. List o0 a"" acti2e tasks assigned to me

. $asks #1 t1pe assigned to me

5. List o0 acti2e $asks assigned to a specia"istin m1 group(s)

6. List o0 acti2e $asks assigned to m1

group(s) #ut not 1et assigned to a

specia"ist

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'. 3i"ter options

*. &earch 0ie"d

. Group #1

. &ort5. 4ea" $ime Charts

6. %port 0unction

7. &napshot n0o disp"a1ed on ouse +2er action

List

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*'

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6


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List

'. &how atching 0unction

*. 3i"ter +ut

. ssign to e

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Personal *ilter

New 0i"ter can #e set and app"ied the ne%t time 1ou "og in

%pand the 0i"ter at the top "e0t o0 an1 "ist to se"ect 1our 0i"ters

u"tip"e criteria can #e used, as in the 0o""owing e%amp"e: show meonly the Assigned Incidents where the Impact is High


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Personal *ilter

ersona" 0i"ters can #e sa2ed #1 pressing

New persona" 0i"ter wi"" #e a2ai"a#"e in 3i"ters menu item


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La+els

La#e"s can #e assigned to a task #1 right-c"icking on the

record "ine and se"ecting the re"e2ant "a#e" or creating a

new one:

La#e"s are disp"a1ed at the top o0 the "e0t menu:


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List ,port

%port -8 Co"umns disp"a1ed wi"" #e e%ported to %ce",

C&9 or 3 0i"e. &ome e%amp"es in the 0o""owing s"ides.


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List ,port

%ce":

3:


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Columns

New co"umn can #e added to the "ist #1 c"icking the 0o""owing icon

n the windows disp"a1ed, se"ect the co"umns 1ou want to add as we""

as the order in which 1ou wish to disp"a1 them


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Columns

t an1 time 1ou ma1 reset 1our persona"i;ed "ist #1 ticking

the


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.lo+al Searc/

$he G"o#a" &earch 0ie"d is "ocated at the upper right

corner o0 the Header. nter the ke1 words to search


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0 1ou enter the num#er o0 an incident, pro#"em, change,

etc, it wi"" direct"1 >ump into the right record

.lo+al Searc/


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Adding an Attac/ment

$o attach a document c"ick on the paperc"ip at the top right

corner o0 1our screen


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Service-now overview

,ercises


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Service-now Overview ,ercises

%ercise '

&ort the users "ist using


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Service-now Overview ,ercises

%ercise *: @arm-up /uestions

How man1 medium impact &er2ice 4e?uestsA

How man1 norma" ChangesA

How man1 ro#"ems with c"osure code Bin2a"idA

How man1 use0u" &er2ices that are 0or the #usiness area


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Incident 0anagement


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Incident 0anagement Overview - 1,*I#I2IO#S

ncidentService Re3uest"

a>or ncident

High impact incident on a Top Critical Service (TCS)

$op Critica" &er2ice ($C&)

Within the scope of IS services, whose unavailability or severedegradation for up to 2-3 days could cause serious harm to PMI's

business, the TCS is a list of selected IS services defined by senior ISmanagement whose importance to PMI's business warrants the highestattention be paid to ensuring the sustainability of the key businessprocesses supported by these IS services.


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$he "ist o0 ncidents, &er2ice 4e?uest o0 Categor1 D ncidents,

can #e 0ound at:

'. 1 ai"1 @ork E 1 $asks

*. 1 ai"1 @ork E 1 @ork E &er2ice 4e?uest

. 1 GroupsE ssigned @ork

. 1 GroupsE Fnassigned @ork

+r in the +2er2iew odu"e

Incidents

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Incident )andling

0 the incident is reported to a supp"ier

'. &e"ect this supp"ier in the &upp"ier 0ie"d,*. 3i"" out the incident num#er

$o put the reso"ution on ho"d

. &et the status to @aiting 0or

. &et the 4eason 0or @aiting

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+nce an incident has #een assigned to 1ou

'. &et the &tatus ncident to


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Completing Incidents

'. 4e2iew C 0ie"d with the de0inition o0 the C originating the ncident

&e"ect the specia" C with the code


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$o determine the a00ected C, 1ou can use the C ap

smart icon to 2isua"i;e the C composing the &er2ice.

4sing CI 0AP

Fse the maps options to

identi01 the a00ected C

(e%pand, "e2e"s to

disp"a1, ). 4ight-c"ick on a C and

se"ect


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Reassign t/e Service Re3uest

0 the &er2ice 4e?uest re?uires a Change

'. ro2ide in0ormation on @ork Notes (interna")

*. &e"ect the Change Coordinator in the ssigned to 0ie"d

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Incident 0anagement

,ercises


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Incident 0anagement ,ercises

%ercise

4e2iew the incident assigned to 1ou 0or diagnosis and reso"ution.

&et the incident status on ho"d as 1ou are waiting 0or a supp"ier

0eed#ack.

Fpdate the incident with the 0eed#ack 0rom the supp"ier.

4esume the incident reso"ution and re?uest a change to reso"2e

it.

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Self Service Portal


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Important Links

Link to SNOW:

http://service-now.app.pmi

Supporting Materials:

http://workpoint.app.pmi/teams/ISTS1/ISOGSA/Global%20Service%20Delivery/IBMCOMM01-SNOW%20Menu%20Modules.ppt

http://workpoint.app.pmi/teams/ISTS1/ISOGSA/Global%20Service%20Delivery/IBMCOMM02-Self%20Service%20Request%20Catalog.ppt

http://workpoint.app.pmi/teams/ISTS1/ISOGSA/Global%20Service%20Delivery/IBMCOMM03-Waiting%20for%20(Stop%20the%20Clock).ppt

service management orientation program.ppt

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