Lecture Four ITIL Stage 3 – Service TRANSITION ITIL Stage 4 – Service OPERATION ITIL Stage 5 – CONTINUAL Service IMPROVEMENT

ITIL Stage 3 – Service TRANSITION

TRANSITION Build Test User acceptance Deployment Bed-in

Good service transition Set customer expectations Enable release integration Reduce performance variation Document and reduce known errors Minimise risk Ensure proper use of services

S. Transition at a glance

Knowledge management Vital to enabling the right information to be provided at the right place and the right time to the right person to enable informed decision Stops data being locked away with individuals Obvious organisational advantage

Data ► Information ► Knowledge ► Wisdom - who, what , where? Knowledge - How? Wisdom - Why? Data Wisdom cannot be assisted by technology – it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information

Service Asset and Configuration Managing these properly is key Provides Logical Model of Infrastructure and Accurate Configuration information Controls assets Minimises costs Enables proper change and release management Speeds incident and problem resolution

Configuration Management System Service Management KB Asset and Configuration Info Change Data Release Data Application Data Document Definitive Media Library Configuration Management DB

Painting the Forth Bridge ... A Baseline is a “last known good configuration” Current configuration will always be the most recent baseline plus any implemented approved changes The CMS will always be a “work in progress” and probably always out of date. But still worth having

... just some parts of a theoretical CMDB HARDWARE Specification Location Owner Financials Software USERS Applications Contracts Incidents INCIDENTS Applications Hardware Resolutions CHANGES Applications Users Equipment SOFTWARE Licenses Versions APPLICATIONS Users Hardware SLA Applications Users Contracts O/S Equipment RELEASES Applications KNOWN ERRORS Incidents INFRASTRUCTURE SOFTWARE e.g. Oracle PROBLEMS Incidents Resolutions B C P DOCS AVAILABILITY STATISTICS SERVICES Applications NETWORK Linkages Dependencies DEFINITIVE SOFTWARE LIBRARY DEFINITIVE HARDWARE STORE

Change Management Respond to customers changing business requirements Respond to business and IT requests for change that will align the services with the business needs & with the IT state of the art Roles Change Manager Change Authority Change Advisory Board (CAB)  approving requested changes and assisting in prioritization Emergency CAB (ECAB)  the same, for emergency changes

Change Types Normal Standard Emergency Non-urgent, requires approval Non-urgent, follows established path, no approval needed Emergency Requires approval but too urgent for normal procedure

Change Advisory Board Change Manager (VITAL) One or more of Customer/User User Manager Developer/Maintainer Expert/Consultant Contractor CAB considers the 7 R’s Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changes

Release Management Release is a collection of tested and authorised changes ready for deployment A rollout introduces a release into the live environment Full Release e.g. Office 2007 Delta (partial) release e.g. Windows Update Package e.g. Windows Service Pack

Release test & deploy Release Manager will produce a release policy Release MUST be tested and NOT by the developer or the change instigator Deploy can be manual or automatic Automatic can be push or pull

ITIL Stage 4 – Service OPERATION

Realises Strategic Objectives and is where the Value is seen OPERATION Maintenance Management Realises Strategic Objectives and is where the Value is seen

Service Operation Balances External Quality Stability Proactive Internal Cost Responsiveness Reactive

Processes in Service Operation Request Fulfilment Access Management Event Management Incident Management Problem Management

P#1 – Request Fulfilment Information, advice or a standard change Should not be classed as Incidents or Changes

P#2 – Access Management Right things for right users at right time Concepts Access Identity (Authentication, AuthN) Rights (Authorisation, AuthZ) Service Group Directory

P#3 – Event Management 3 Types of events Information Warning Exception Need to make sense of events and have appropriate control actions planned and documented

P#4 – Incident Management Incidents are a subset of Events IM deals with unplanned interruptions to IT Services or reductions in their quality Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure) Reported by: Users Technical Staff Monitoring Tools

Incident Management (1/3) An incident defined as an unplanned, unexpected or unexplained disruption in service (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). 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. Go to next slide 25

Incident Management (2/3) 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 26

Incident Management (3/3) ESCALATION = the mechanism that assists timely resolution of an Incident 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 27

P#5 – Problem Management Don’t confuse a Problem (the cause) with an Incident (the effect) Aims to prevent problems and resulting incidents Minimises impact of unavoidable incidents Eliminates recurring incidents Proactive Problem Management Identifies areas of potential weakness Identifies workarounds Reactive Problem Management Identifies underlying causes of incidents Identifies changes to prevent recurrence

Problem Management (1/2) 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. 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 29

Problem Management (2/2) Problem Management takes time to identify the cause and eliminate it. Go to next slide 30

Functions in Service Operation Service Desk Technical Management IT Operations Management Applications Management

Service Desk (1/3) Local, Central or Virtual Single point of contact (POC) “Call Centre” & “Help Desk”: particular instances of S.D. Skills for operators Customer Focus Articulate Interpersonal Skills (patient!) Understand Business Methodical/Analytical Technical knowledge Multi-lingual Service desk often seen as the bottom of the pile, but … most visible to customers so important to get right!

Service Desk (2/3) 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. A function performs an intended purpose Go to next slide Service Desk 33

Service Desk (3/3) single POC 34 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 34

ITIL Stage 5 – CONTINUAL Service IMPROVEMENT

CONTINUAL IMPROVEMENT Focus on Process Owners and Service Owners Ensures that service management processes continue to support the business Monitor and enhance Service Level Achievements PDCA (Deming cycle: Plan, Do, Check, Act) W. Edwards Deming

Service Measurement Technology (components, MTBF etc) Process (KPIs - Critical Success Factors) Service (End-to end, e.g. Customer Satisfaction) Why? Validation – Soundness of decisions Direction – of future activities Justify – provide factual evidence Intervene – when changes or corrections are needed

7 Steps to Improvement What should we measure? What can we measure? Gather data Process data Analyse data Present and use info Corrective action