IT Service Management (ITSM) Essentials ITIL Foundation IT Service Management (ITSM) Essentials March 9 – 14, 2007 Welcome We have 3 hours for the training today. Half way through we will have a 5-10 minute break. Questions – We will do our best to present this material to provide you with the necessary information. We understand that questions may arise through the presentation, so feel free to stop me if you need clarification. Please keep in mind we have also allowed for 45 minutes, at the end of the training, for discussion and to answer questions. A lot of terminology and definitions will be covered in today’s materials, Will be creating and posting a glossary presentation on the ITSM website which is under construction. Go to next slide

ITIL\ITSM Overview ITIL Framework Objective – a basic understanding of ITIL’s Framework basic understanding of ITSM Service Support and Service Delivery best practice processes to provide a single, understandable language that can be spoken between the business and the IT The ITIL library consists of 7 books covering the disciplines of ITIL Relative to our initiatives here at Clemson, we’re going to focus on Service Management which is at the core of the framework Through Service Management the Business and the Technology can communicate better and gain a better understanding of what is necessary to support the business needs with technology. Go to next slide

ITIL\ITSM Overview What is ITIL? ITIL = Information Technology Infrastructure Library A set of best practice guidelines for IT Service Management in planning, implementing, delivery and support of quality IT services. Infrastructure = People, Processes and Technology ITIL - … Infrastructure … Go to next slide

ITIL\ITSM Overview What is ITSM? ITSM = Information Technology Service Management The implementation and management Service Support and Service Delivery processes aligned to meet the needs of the business with an appropriate mix of people, processes and technology. Service Desk Go to next slide

ITSM – Service Support Infrastructure- IT Service - Process – - People, Processes and Technology IT Service - - Fulfills one or more of the customers needs - Supports customers business objective Process – - A structured set of activities designed to accomplish a specific objective. A process may define policies, standards, guidelines, activities and work flow instructions. Activity – - A set of actions designed to achieve a result Cereal ? Go to next slide

ITSM – Service Support Service Desk Service Support has an “Operational” focus. The activities include the day-to-day or short-term planning activity of a business or service management process. Change Management Release Incident Configuration Problem Service Support Service Desk Service Support processes are the processes that will impact us the most in our day to day activities. Most of these are being implemented here at Clemson. So you will hear more about these as we move forward as an organization. Go to next slide

ITSM – Service Support Service Desk Service Desk Change Management Release Incident Configuration Problem Service Support Integrated function, not a process, to all of the “operational” process. Serves an intended purpose Single point of contact between service providers, customers and users. Manages incidents and escalates according to agreed service levels. Manage requests, incidents, service requests and communications with customer and users. Service Desk A function performs an intended purpose Go to next slide

ITSM – Service Support a “Service Desk” differs from a Help Desk or Call Center, In their “function” or intended purpose. “Call Center” - handles “large volumes” of telephone based transactions. E.g. The Home Shopping Network or QVC use “Call Centers”. “Help Desk” – serves the purpose of coordinating, and resolving incidents as quickly as possible. “Service Desk” an integrated function into the processes of Service Management and interfaces with organizational units. Service Desk contacts can come from many sources. Different types of Service Desks can and do exist. Centralized Service Desk, Local (distributed) Service Desks, Virtual Service Desk

ITSM – Service Support Incident Management Objective is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. The process responsible for managing the life-cycle of all incidents. An incident defined as an unplanned, unexpected or unexplained disruption in service. This is any event which is not part of the standard operation of a service and which causes or may cause an interruption to or a reduction in the quality of the service that is provided. E.g. mail server not responding to incoming or outgoing messages. Go to next slide

ITSM – Service Support Incident Management input and output of the process, and its activities Incidents can arise from any component or part of the infrastructure. Incidents are reported by users, by colleges and departments IT support, or staff in CIT units besides the Service Desk, as well as monitoring systems If the contact concerns a Service Request (Request for Service-RFS) the relevant procedures are initiated. Classified = type, status, impact, urgency, priority, etc. Match to see if there is a known error, or related to a problem or escalated Escalated can result in a change E.g. mail server not responding to incoming or outgoing messages.

ITSM – Service Support Escalation = the mechanism that assists timely resolution of an Incident E.g. users identify they cannot send or receive mail and the Service Desk is contacted. The Service Desk cannot resolve the incident so it must be escalated to the next level of expertise for resolution. Levels of support are specific to technical expertise  Tier 1 - Tries to answer all questions, which might include help with simple issues or general "how-to" questions. If the question or issue is more complex, it is then escalated to Tier 2  Tier 2 - Deals with advanced issues and possible failures. Research and investigation at this level is required, which can take time for issue resolution. If Tier 2 cannot resolve the issue, the issue is then escalated to Tier 3.  Tier 3 - Tier 3 is then consulted by Tier 2 for issue resolution. Extensive research and investigation at this level is required, which can take time. Go to next slide Levels of support are specific to technical expertise

ITSM – Service Support Problem Management A Problem is defined as the unknown underlying cause Problem Management aims to Stabilize IT services through: Minimizing the consequences of incidents Removal of the root causes of incidents Prevention of incidents and problems Prevent recurrence of incidents related to errors Both reactive process and proactive process. E.g. mail server not responding to incoming or outgoing messages, and the root cause is identified as power has been lost because the server was accidentally unplugged due to other servers being un-plugged and relocated to another part of the building. Proactive Prevention aims at identifying and resolving problems before they even occur. Go to next slide *Known Error = a problem that is successfully diagnosed Problem = the unknown underlying cause

ITSM – Service Support Problem Management takes time to identify the cause and eliminate it. E.g. the mail server problem root cause resulted in a permanent solution which was to locate the power source and plug it back in. Go to next slide

Not every change is an improvement, but every improvement is a change. ITSM – Service Support Change Management Not every change is an improvement, but every improvement is a change. Is responsible for managing changes introduced in the IT environment Ensures that standardized methods and procedures are used - Aims to minimize the impact of change-related incidents and improve day-to-day operations with minimum disruption to IT Services. Refer to slide Go to next slide

ITSM – Service Support Change Management Change Manager: the person responsible for filtering, accepting and classifying all Requests For Change (RFC). Change Advisory Board (CAB): this consultative body meets regularly to assess and plan changes. Normally, only the more significant changes are presented to the CAB. CAB/EC (Emergency Committee) should be appointed with the authority to make decisions on emergency requests. Refer to Slide roles associated with the Change Management process, and they are….. Go to next slide

Change Management Process Flow ITSM – Service Support Change Management Process Flow Change = an addition, modification or removal of anything that could have an effect on the IT environment Refer to slide A change is defined as – an addition, modification or removal to applications, hardware, software, etc. that could have an effect on a component, service or the infrastructure. Go to next slide

Configuration Management ITSM – Service Support Configuration Management Provides a logical view of the components of all services. This process is responsible for maintaining information about Configuration Items (CI). A CI is any component that needs to be managed in order to deliver an IT Service. The CI information is managed in the CMDB – Configuration Management Database and records the attributes and relationships with other CIs, processes, and services. and is used by all IT Service Management processes such as Incident, Problem and Change Management. Refer to slide The CMDB is different from an “asset management” in that - asset management tracks the value and ownership of financial assets through their life-cycle (i.e. LCF) - CMDB is a logical, relational view and tracks the relationships CI’s throughout its components, the infrastructure and services. CI Attributes = service name, location such as building, service owner (people), serial number, version number, hardware, software, formal documentation such as process documents and SLAs, etc. Go to next slide

ITSM – Service Support Release Management Responsible for the planning, scheduling and controlling of changes to a defined IT Service that moves from - test/dev > QA > live (production) environments. Aims to ensure that the integrity of the live (production) environment Release Management works closely with Configuration Management (CMDB) and Change Management. I.e. Lab image build Go to next slide

ITSM – Service Support 5 – 10 minute break refer to slide Briefly recap Service Support – Go to next slide

ITSM – Service Delivery Service Delivery has a “tactical or strategic” focus. Service Delivery is also used to mean the delivery of quality IT Services to customers and what is needed to provide those services. Service Level Management Financial Availability IT Service Continuity Capacity Service Delivery Go to next slide

ITSM – Service Delivery Service Level Management The process responsible for maintaining and improving IT Service quality through a constant cycle of agreeing, monitoring, and reporting to meet customers’ objectives. Provides us and our customers a clear and consistent understanding and expectation of the level of service required to provide a quality product. Through these methods, a better relationship between IT and the customers can be developed. Go to next slide

ITSM – Service Delivery Service Level Management - Terminology and Definitions Service Level Requirements (SLR) – A listing of the customer’s service requirements (e.g. availability, capacity, financial, criticality, service restoration, etc.).   Service Level Agreement (SLA) – a written agreement with a customer defining the service targets and responsibilities of both parties. Operational Level Agreement (OLA) – a written agreement between two internal IT areas (e.g. Networks and Service Desk) Underpinning Contract (UC) – a contract with a 3rd party vendor/supplier that documents the delivery of services that supports IT in their delivery of service.

ITSM – Service Delivery Availability Management The goal is optimize the capacity of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling IT to meet their objectives. Aims to reduce the occurrence and duration of service unavailability Ability of a service or component to perform its required function over a stated period of time. Go to next slide

ITSM – Service Delivery Availability Management Availability – amount of time it is accessible as agreed with the customer. Reliability - to be free from operational failure. Maintainability (internal) - keeping the service up and running. Serviceability (external) – contractual with a vendor to assure availability. Resilience - Redundancy/fault tolerance. How well it survives a failure. Vital Business Function (VBF) - the service(s) defined as business critical. Security - confidentiality, integrity, availability of data Maintenance Windows - a period of time agreed upon that a service will not be available so service maintenance can be done. Go to next slide

ITSM – Service Delivery Capacity Management Can be referred to as supply and demand and is responsible for addressing the evolving demands of the business cost effectively. Involves analyzing the current situation and predicting the future use of the IT infrastructure and resources needed to meet the expected demand for IT services. Go to next slide

ITSM – Service Delivery Continuity Management The process that ensures that the required IT technical services and facilities can be recovered from a failure or disaster. Service Continuity Planning is a systematic approach to create a plan and/or procedure to prevent, cope with and recover from the loss of a critical service for extended periods. Refer to slide BC example –the un-plugged mail server not responding to incoming or outgoing messages interrupts providing the service to our customers and the customers conducting the business functions. Business Continuation planning provide guidelines for how a college/department, the campus would continue their critical business activities until the service is restored and how we will restore those services DR example – Hurricane Katrina, Sept 11th World Trade Center bombing. This is far more serious then a server being un-plugged. Disaster Recovery Planning provides guidelines and procedures to recover from and continue critical business operations in the face of a disaster. Go to next slide

ITSM – Service Delivery Financial Management Identify the actual cost of services provided Provide accurate and vital financial information to assist in decision making Make customers aware of what services actually cost Cost avoidance relative to the spending of money wisely now to reduce costs in the future. Refer to slide Go to next slide

ITSM – Service Delivery Refer to slide Briefly recap Service Delivery Go to next slide

Service Management at Clemson How does Service Management touch us individually and organizationally in our day-to-day processes? Refer to slide Go to next slide

Service Management at Clemson touches us all as well as all areas of the organization. “How does Service Management touch us and our day-to-day processes?” “how do our actions touch our customers?” The SMOs mission is to provide Service Management “best practices” oversight, definition, guidance, awareness, consulting, metrics, training, resources, methodologies, communication, templates Go to next slide

Service Management at Clemson IT Service Management at Clemson Currently underway – Establishment of: ITSM Steering Committee ITSM website Initiatives: Identifying, defining and collecting “service” information Information gathering for a comprehensive Service Catalog Change Management and Configuration Management (CMDB) Interim solution for “Request for Services” Information gathering for Incident/Problem Management Outage Notifications processes being put in place Various assessment activities taking place, and many more to come Go to next slide

Service Management at Clemson IT Service Management Office itsmo@clemson.edu Janell Bohlmann, Director, Project and Service Management Donna Overfelt, Manager, IT Service Management who to contact Go to next slide

Service Management at Clemson Resources OGC – Office of Government Commerce http://www.ogc.gov.uk/guidance_itil_4438.asp ITSMF – IT Service Management Forum http://www.itsmf.org ITSM World http://www.itil-itsm-world.com/index.htm ITIL Survival https://securewsch01.websitecomplete.com/itilsurvival/shop/showDept.asp ITSM Watch http://www.itsmwatch.com/ Go to next slide

Service Management at Clemson Additional Learning at Clemson ITIL - IT Infrastructure Library Books CIT, Service Management Office, itsmo@clemson.edu eLeaning ITIL courses on MyCLE http://www.clemson.edu/elearning/ - search on ITIL Go to next slide

Service Management at Clemson Questions ? Questions? The End