I nformation T echnology I nfrastructure L ibrary Mary Kay Wegner

Help Desk Northwest @ MKWEGNER ITIL Overview ITIL Goals The Service Desk (why should we be so excited about ITIL) Service Support Processes & Service Delivery Processes Resources (including certification and implementation) Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER ITIL Goals Align IT Services with the business needs (current and future) Improve the quality of IT services Reduce the long-term cost of provisioning IT services Help Desk Northwest @ MKWEGNER

But first … a little context Where and when did ITIL originate? Which companies will benefit? Why all the excitement … now? Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER ITIL Processes Service Delivery - Defining quality services & the framework within which to deliver them; more strategic in nature; working with the customers of IT Services Service Support – Supporting quality services; operational/tactical in nature; working with the users of IT services Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER ITIL Processes Service Delivery Service Level Management Availability Management Capacity Management IT Service Continuity Financial Mgmt of IT Services Service Support SERVICE DESK function Incident Management Problem Management Configuration Management Change Management Release Management Help Desk Northwest @ MKWEGNER

“Why Should We Have A Service Desk?” “What Would We Do Without One?” The question is not … “Why Should We Have A Service Desk?” The question is … “What Would We Do Without One?” Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER SERVICE DESK A function, not a process The goals of the service desk are to: Provide a single point of contact for customers and users Facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities Help Desk Northwest @ MKWEGNER

SERVICE DESK responsibilities: Serve as SPOC (single point of contact) Communication Recording, Assessment & Tracking Monitoring & Escalation Coordination Resolution & Closure Provide Management Information Problem Identification Help Desk Northwest @ MKWEGNER

Service SUPPORT Processes CHANGE MGMT RELEASE MGMT SERVICE DESK INCIDENT MGMT PROBLEM MGMT CONFIG MGMT Operational, addressing the support of IT service “consumers” aka USERS Help Desk Northwest @ MKWEGNER

Service Support Processes Incident Management Problem Management Configuration Management Change Management Release Management Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER Incident Management The primary objectives are to … Restore normal service operation as quickly as possible (and) Minimize the adverse impact on business operations “Normal Service Operation” is defined as service operation within Service Level Agreement limits Help Desk Northwest @ MKWEGNER

Incident Mgmt ACTIVITIES Incident detection and recording Classification and initial support Investigation and Diagnosis Resolution and Recovery Incident Closure Ownership, monitoring, tracking and communication Help Desk Northwest @ MKWEGNER

TERMINOLOGY: Priority IMPACT (business criticality) + URGENCY (the necessary speed to solve an incident) = PRIORITY Help Desk Northwest @ MKWEGNER

TERMINOLOGY: Incident or Service Request? An incident is defined as any event which (a) is not part of the standard operation of a service and (b) causes, or may cause, an interruption to, or reduction in, the quality of service A service request represents an addition, modification or deletion of an existing service or component Help Desk Northwest @ MKWEGNER

TERMINOLOGY: Incidents or Problems? An incident is defined as any event which (a) is not part of the standard operation of a service and (b) causes, or may cause, an interruption to, or reduction in, the quality of service A problem is an unknown underlying cause of one or more incidents Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER Problem Management The primary objective is the … Detection of the underlying causes of an incident and its subsequent resolution and prevention. Seeks to get to the root cause of incidents and then initiates actions to improve or correct the situation Help Desk Northwest @ MKWEGNER

Problem Mgmt ACTIVITIES Problem Control Error Control Proactive Problem Management Note: very often the problem manager and the knowledge manager are one and the same person (so closely interrelated) Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER PROBLEM CONTROL Problem identification and recording Problem classification Problem investigation and diagnosis Note these activities are distinct from incident management ERROR CONTROL Error identification and recording Error assessment Recording error resolution (investigation of solution; the creation of a request-for-change RFC) Error closure Monitoring problem and error resolution progress Help Desk Northwest @ MKWEGNER

Proactive Problem Mgmt Trend Analysis Targeting support action Providing information to the organization Conducting major problem reviews Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER If you never get past Incident Management you will never stop being a REACTIVE Service Desk!! Help Desk Northwest @ MKWEGNER

Configuration Management The primary objective is the identification, recording and reporting of IT components, including their versions, constituent components and relationships. Asset Management on Steroids!! Help Desk Northwest @ MKWEGNER

Config Mgmt ACTIVITIES Planning (the hardest part) Identification (selecting which specifics, allowing only those details into the CMDB) Control (maintaining internal controls) Status Accounting (current and historical status on each CI) Verification & Audit (more formal validation/audit, identify discrepancies and fix process) Help Desk Northwest @ MKWEGNER

Config Mgmt TERMINOLOGY CI – configuration item; each component in the IT infrastructure CMDB – configuration management database DSL – definitive software library Baseline – a snapshot of details about each CI at a moment in time Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER Config Mgmt Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER Change Management Ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents on business operations. Focused on approvals and internal controls Recommendation: Change Advisory Board Help Desk Northwest @ MKWEGNER

Release Mgmt ACTIVITIES As distinct from change management … release management processes include the planning, design, build, configuration and testing of hardware and software through the use of formal procedures and checks before packaging and distributing releases into the production/customer environment. Help Desk Northwest @ MKWEGNER

RM Key Performance Indicators (KPI’s) • % of releases on time and budget • # of Incidents caused by releases • Accuracy of DSL • Software licensing compliance • Accuracy of CMDB Help Desk Northwest @ MKWEGNER

What a wonderful world it would be … RELEASE MGMT INCIDENT MGMT PROBLEM MGMT CONFIG MGMT CHANGE MGMT SERVICE DESK Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER BREAK Help Desk Northwest @ MKWEGNER

Service DELIVERY Processes AVAILABILITY MGMT CAPACITY MGMT CONTINUITY MGMT SERVICE DESK FINANCIAL MGMT SERVICE LEVEL MGMT Strategic, addressing the customers of IT services – those who commission, pay for and own the IT Services Help Desk Northwest @ MKWEGNER

Service Delivery Processes Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management for IT Svcs Help Desk Northwest @ MKWEGNER

Service Level Management To maintain and improve IT service quality through a constant cycle of identifying, agreeing to, monitoring and reporting on IT Service achievements. This process involves more than just creating Service Level Agreements. Help Desk Northwest @ MKWEGNER

Service Level Mgmt ACTIVITIES Create a service catalog Negotiate and manage Service Level Agreements (SLAs) Implement Service Level Management Conduct service review meetings Implement a service level improvement program Establish SLA, contract and OLA maintenance cycle Help Desk Northwest @ MKWEGNER

Financial Mgmt for IT Services What? Budgeting Accounting Charging (optional) Why? Increase confidence in IT budgets Enhance accuracy of cost information in support of IT investments Help Desk Northwest @ MKWEGNER

Availability Management Enables the business to satisfy its objectives by delivering a cost effective and sustained level of availability. Availability has a cost ~ Unavailability has a cost too! Help Desk Northwest @ MKWEGNER

Availability Mgmt BENEFITS Design IT services to deliver levels of availability required by the business Provide availability reporting to demonstrate reliability and maintainability Reduce over time the frequency and duration of incidents that impact availability Help Desk Northwest @ MKWEGNER

Availability Mgmt BENEFITS A single point of accountability (process owner) is established within the IT organization IT Services are designed to meet the IT Availability requirements determined from the business The levels of IT Availability are cost justified The levels of Availability required are agreed to, measured, and monitored to fully support Service Level Management Shortfalls in achieving the required levels of availability are recognized and appropriate corrective actions identified and implemented A business and user perspective of IT Service Availability is taken toe nsure optimal usage and performance to deliver maximum benefit The frequency and duration or IT Service Failures is reduced over time IT support organization mindset moves from error correction to service enhancement; from reactive to proactive focus The IT support organization is seen to add value to the business Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER Capacity Management Ensures that the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner Help Desk Northwest @ MKWEGNER

Capacity Mgmt ACTIVITIES Ongoing Monitoring Analysis Tuning Implementation Demand Management Storage of Data in the CDB Ad Hoc Modeling Application Sizing Regular Activities Production of the Capacity Plan Help Desk Northwest @ MKWEGNER

IT Service Continuity Mgmt ~ aka ~ “Disaster Recovery” Business Impact Analyses Risk Assessments Business Continuity Strategy Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER ITIL Processes Service Delivery Service Level Management Availability Management Capacity Management IT Service Continuity Financial Mgmt of IT Services Service Support SERVICE DESK function Incident Management Problem Management Configuration Management Change Management Release Management Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER Discussion … Who (or what) can be ITIL certified? How is your organization measured against ITIL objectives? How do we “sell” ITIL? What do we implement first? Other resources … see handout Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER ITIL Certifications … • ITIL FOUNDATION CERTIFICATE No prerequisites (orientation training helpful) One-hour, 40 questions, all multiple choice • ITIL PRACTITIONER’S CERTIFICATE Requires: Foundation cert + practical experience 1) In-course assessment 2) Two-hour, 40 question, multiple choice re: case study. [8 of 10 processes have associated practitioner certifications (nothing for continuity mgmt or release mgmt)] • ITIL MANAGER’S CERTIFICATE Requires: Foundation cert; 3 years + training 2) Three-hour case-study essay exam in Service Delivery 3) Three-hour case-study exam in Service Support Help Desk Northwest @ MKWEGNER

Selling others on the value of ITIL “ PAIN can be a great motivator … few organizations developed a comprehensive service management approach from the start. Most come to the realization that their IT service provision is inconsistent at best, or out-of-control at worst. “ Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER A phased approach … The implementation of ITIL processes (or improvements to existing processes) brings benefits immediately. An organization does not need to wait until all processes are in place to realize significant benefits!! Help Desk Northwest @ MKWEGNER

Help Desk Northwest @ MKWEGNER ITIL and MOF The ITIL philosophy is to “adopt and adapt,” and that’s just what Microsoft did when it created Microsoft Operations Framework. MOF is a set of publications providing both descriptive (i.e., what to do and why) and prescriptive (i.e., how to do) guidance on IT service management. Microsoft published the first elements of MOF in 2000 for customer, partner and internal use. Microsoft created MOF with the following objective in mind: Create comprehensive operations guidance to help customers achieve mission-critical production system reliability, availability, and manageability on the Microsoft platform. The Microsoft Operations Framework provides in-depth technical guidance and consulting support for the operation of mission-critical systems on Microsoft technology. ItSMF recognized MOF for providing technical guidance that covers the entire spectrum of IT management, addressing the people, process, technology and management issues involved in complex, distributed and heterogeneous IT environments. To develop MOF, Microsoft worked with partners that have extensive experience with mission-critical computing. The framework is built on best practices from the IT Infrastructure Library, a series of books that hundreds of organizations around the world use for comprehensive guidance on providing quality IT services. Help Desk Northwest @ MKWEGNER

I nformation T echnology I nfrastructure L ibrary Mary Kay Wegner