Jeffrey H. Westcott ITSM Service Manager Performance Measures x.x, x.x, and x.x Information Technology Service Management (ITSM) Implementation Project NLIT 2009: 31-May-09 to 3-Jun-09 Jeffrey H. Westcott ITSM Service Manager Science & Technology PAD – Computation / ICCD UCRL# LLNL-PRES-412668

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

Terms ITIL ITSM Incident Problem Known Error Information Technology Infrastructure Library ITSM Information Technology Service Management Incident Any event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or reduction in the quality of that service. Problem … is an unknown underlying cause of one or more incidents. Known Error …is a problem that is successfully diagnosed and for which a work-around has been identified Science & Technology PAD – Computation / ICCD

ITIL v2 Availability Management Capacity Management Release Management Security IT Service Continuity Availability Management Capacity Management Release Management Service Delivery Set Financial Management for IT services Service Support Set Service Level Management Change Management Configuration Management Service Desk Incident Management Problem Management Science & Technology PAD – Computation / ICCD

Terms Incident Management Problem Management The primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact of business operations, thus insuring that the best possible levels of service quality and availability are maintained. “Normal service operation” is defined within the Service Level Agreement (SLA). Problem Management The goal of problem management is to minimize the impact of incidents and problems on the business that a caused by errors within the IT Infrastructure and to prevent the reoccurrence of the incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of incidents and the initiate actions to improve or correct the situation Science & Technology PAD – Computation / ICCD

ITIL v2 to v3 ITIL v2 ITIL v3 Science & Technology PAD – Computation / ICCD

ITIL v2 versus v3 Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

Baseline – Where did we start? Detail Multiple Help Desks Multiple tracking systems and processes Limited application support Unable to upgrade Customer Satisfaction Expense 13 Directorates – 2 used Service Desk for tier-1 9 used Institutional Remedy 2 Remedy Systems Remedy version 5.0 Customizations extensive Little to no formal ITIL Training Science & Technology PAD – Computation / ICCD

Help Desk Baseline Calls Tickets 9 Agents (phones, email, web, backup) 200 Calls/Day Handled 89.8% Abandoned 10.2% 3950 Tickets/Month Resolved within SLA 99% Resolved at Help Desk 59% Science & Technology PAD – Computation / ICCD

Total Ticket Count Science & Technology PAD – Computation / ICCD

Total Incoming Calls Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

Education / Consulting ITIL Foundations Certification Consultant Assessment Evaluation Roadmap Process Identification Incident Management Change Management Requirements & Definitions Tools ITIL Practitioner Certification(s) Science & Technology PAD – Computation / ICCD

IT Solutions Division - ITIL v2 Process Implementation Roadmap Phase 1 Phase 2 Phase 3 Training and Consultative Services Service Level Management Problem Management Service Continuity Management Service Desk (Incident Management) Release Management Change Management Capacity Management Configuration Management & CMDB Financial Management Service Support Service Delivery Science & Technology PAD – Computation / ICCD

Research Internal Processes Tools Evaluation Gartner Reports Forrester Reports Help Desk Institute Read, read, read, … Internal Processes What do we do now? What should we do? What should we stop? Tools Request for Information Demonstrations Live 2 day Presentations Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

ITSM System Requirements Interface Requirements User Software Hardware Functional Requirements Multiple roles Large Scale System Configurable vs. Customizable Reporting Surveys Metrics Notifications Configurable views for reports Non-Functional Requirements Performance Requirements Data Management System / Functional Preferences Google type search Designed for Web Oracle database Time tracking Bulletin Boards Security Requirements Secure transactions Role based security Multi-tenant Science & Technology PAD – Computation / ICCD

ITSM Service Desk Requirements End-User Experience Self-service Configurable environment Email Surveys User interfaces Work History Management of End User Configurable fields Contact History Contact Information Call Entry Case Relations Re-occurring cases Call Center Features Call stats Time and task tracking Priority calibration End-user ticket retrieval End-user configuration Administrative Features Ticket / Incident Management Routing engine Escalation engine Knowledgebase Create and link activities Maintain history Automate Email responses Science & Technology PAD – Computation / ICCD

ITSM Service Desk Requirements Integration Portal capable Bulletin Board Interactive Support One Call for All Workforce Performance Employee Performance Activity Management Workforce Management Field Management Features PDA Sync Email Sync Call Handling / Dispatching Remote Knowledge Management Knowledge Management Information Feeds Information Attachment Call / Project Management Activity Reporting Track cost per call Reporting Features Pre-defined Reports Exception / Alert Reports User-defined Reports Ad-hoc Query Generator Automatic Roll-up / drill down Forecasting / Planning Tools Dashboards Alerts / Alarms Science & Technology PAD – Computation / ICCD

ITSM Service Desk Requirements Time Management Features Calendar Task List Email Fax Notes Transaction / Audit Log User billing for automated time card Workflow Features Task Reassignment Create triggers for follow-up Defining individual ticket workflow Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

ITIL Framework / Roadmap Phase 1 Incident Management Phase 5 Problem Management Trouble Ticket Engine Knowledge Base Phase 3 Change Management Phase 4 Service Level Management Change Workflow Reporting Engine ITSM CMDB Threshold Monitoring Configuration Baseline Phase 7 Capacity Management Phase 2 Configuration Management Software Library System Monitoring Phase 6 Release Management Phase 7 Availability Management Future phases Science & Technology PAD – Computation / ICCD

ITSM Implementation Timeline 2007 2008 2009 2010 2011 2012 Project Plan Incident / Self-Svc. Train / Test Pilot Live 4Help Live Cutover Configuration CM SLM PM Future Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

Status Science & Technology PAD – Computation / ICCD Deliverable Date Due ITSM Requirements Complete 2/08 Service Desk Requirements Pre-Production Configuration 12/08 Professional Services 5/08 Evaluation Phase 7/08 IP Contact Management Install 9/08 Production Configuration 4/09 Deliverable Status Date Due Inventory Items Complete 4/09 Interfaces Active 5/09 Self-Service Usability Testing Production Pilot 2/09 Communications Plan Ongoing Staff Training IP Contact Management Configuration 6/09 Science & Technology PAD – Computation / ICCD

Status Science & Technology PAD – Computation / ICCD Deliverable Date Due Display Panels Active 8/09 User Training Ongoing Client Usability Testing 5/09 Production Cutover – Group 1 7/09 Production Cutover – Group 2 Production Cutover – Service Desk 9/09 Production Cutover – LC 10/09 Science & Technology PAD – Computation / ICCD

ITSM Infrastructure Diagram Science & Technology PAD – Computation / ICCD

Server Architecture Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Questions Science & Technology PAD – Computation / ICCD

Issues / Risks Culture Process focus Technical This will require significant changes to how support people will work Support Groups – functional vs. organizational Categorization of incidents Process focus The processes we currently use will probably not be sufficient to implement an ITIL framework Ownership of incident and reports Notifications – customer, owner, team, manager, … Technical Database – Oracle vs MS SQL Interfaces / Authentication Desktop configuration – tools, drivers, rights, … Science & Technology PAD – Computation / ICCD

ITIL Service Support Service Desk Data Feeds Security Incidents Network & System Incidents Application Incidents Operational Incidents Management Information and Monitoring Service Desk User Desktop Support Network Support Application Support System Support Operation Support Third Party Support Sales, Purchase, Contract and Account Management Support Science & Technology PAD – Computation / ICCD

More Issues / Risks Training Scope Management focus Resources Funding Not enough ITIL Trained people Scope ITSM is a huge project that requires significant project management skills to prevent scope creep! Management focus Develop a steering committee or Stakeholders group responsible for making decisions about details Resources Service Desk Technicians Developers & Maintenance Funding Consistent funding – derives directly from Management commitment Science & Technology PAD – Computation / ICCD

Agenda ITSM Implementation Background Baseline Education / Consulting Requirements Schedule Status Issues / Risks Process Questions Science & Technology PAD – Computation / ICCD

Questions Science & Technology PAD – Computation / ICCD

Thank You Science & Technology PAD – Computation / ICCD