Practitioner Course Incident Management & Service Desk All course material is copyright The Art of Service Pty Ltd (ABN: ) It is forbidden to use this material other than for study purposes. It is not allowed To change, copy or store this course material in any way or form without prior written Approval of The Art of Service Pty Ltd. [April 2003] Approval for commercial purposes will never be granted.

© TAOS version Introductions Your presenter The Art of Service You Your role(s) Your expectations

© TAOS version Program 09.00Start 10.30Morning tea / coffee 12.30Lunch Afternoon tea / coffee 17.00End

© TAOS version Agenda Day One: – General Introduction – Overview Service Management – Overview IT Infrastructure Library – Service Desk – Incident Management – Case Analysis – Homework Review from Pre-Course assignment Day Two – Discuss Homework – Support Tools and Equipment – Communication – Reporting – Exercises – Exam preparation

© TAOS version Course Objectives In-depth understanding of the Incident Management process and its activities. In-depth understanding of the Service Desk function. Good understanding of the relationships with all other IT Service Management processes. Ability to execute the Incident Management activities and work within the Service Desk function. Preparation for the EXIN Practitioner Exam – Case based – 120 minutes – 40 multiple choice questions (pass mark = 26 points)

© TAOS version Course Approach Presentations – Slides and handouts in your binders Discussions – Exchange experiences Exercises – Going through the process of reaching a solution Hand outs – Reference materials to take away: Syllabus The Service Support Book!

© TAOS version Exercise 1

© TAOS version Overview Service Management

© TAOS version Why Service Management? Business more and more dependent on IT Complexity of technology increases Customers demand more Environment becomes more competitive Focus on controlling costs of IT Low customer satisfaction...

© TAOS version Service Management = The Objective Tree = Quality Flexibility Cost management How / What ? ORGANISATION BUSINESS PROCESSES IT SERVICE PROVISION SERVICE MANAGEMENT Why! effective efficient organisation effective efficient IT service provision

© TAOS version The Functionally Oriented Organisation the lines decide GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT

© TAOS version The Process Driven Organisation the processes decide GOAL FEEDBACK ACTIVITIES RESULT

© TAOS version IT Service Management (ITSM) Focus Organisation Process People Technology

© TAOS version Cultural change / Continuous improvement P D AC Sense of Urgency Interdependence Organisational Change Resistance Cultural Change Guiding Coalition Power and Authority Instrumental Social / Emotional Negotiation Communicating the Vision Reason for Change Issues to AddressEmbedding the Change TIME Plan-Do-Check-Act Ongoing measurement of: -Benefits Realisation - ROI Source: the Art of Service

© TAOS version Questions?

© TAOS version EXERCISE 2: Spiderweb Service Level Management Financial Management Capacity Management Security Management Incident Management Problem Management Change Management Release Management Availability Management Continuity Management Service Desk Configuration Management

© TAOS version ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management

© TAOS version Questions?

© TAOS version Homework 1

© TAOS version Service Desk

© TAOS version The Service Desk supports the agreed IT service provision by ensuring the accessibility and availability of the IT-organisation and by performing various supporting activities. The Service Desk

© TAOS version The Service Desk Role Customer & End User Service Desk call solution Support group support 1st line2nd line3rd line Support group Organisation Source: the Art of Service

© TAOS version Activities Contact with / supporting the users – processing of incidents – processing of service requests – processing of (standard) requests for change Management tasks – controlling maintenance suppliers – backups, restores, user accounts, …

© TAOS version Reactive or Proactive ? (I) customer 1st / 2nd / 3rd line support The Service Desk knowledge of business operations pro-active support of business operations callwork around incident

© TAOS version Reactive or Proactive ? (II) knowledge of customer (& processes) is necessary  unambiguous determination of urgency  insight into impact of incidents timely (pro-active) action becomes possible personal approach to the customer becomes possible knowledge of customer (& processes) is necessary  unambiguous determination of urgency  insight into impact of incidents timely (pro-active) action becomes possible personal approach to the customer becomes possible knowledge of business operations customer pro-active support of business operations

© TAOS version Service Desk Types (I) Call Center Unskilled SD Expert SD Skilled SD Skill level Costs ! First line resolution 100% 0 % Source: the Art of Service

© TAOS version Service Desk Types (II) Call Centre – only logging of calls – rapid response through short conversations – doesn’t offer solutions – direct transfer to specialised IT personnel Unskilled Service Desk – raw data  quick routing (“call dispatch”) – skilled in supervising incident progress – standards and procedures necessary – (telephone) scripts necessary

© TAOS version Service Desk Types (III) Skilled Service Desk – solves large % incidents – little routing – various specialties present – risks too involved with complex problems expertise causes certain level of arrogance perform only the “nice tasks” that go with their own specialisation

© TAOS version Service Desk Types (IV) Expert Service Desk – all incidents and problems are solved – strong interlink with Problem Management – very well educated personnel (expensive) – qualified personnel is hard to get and /or to keep – extensive and intensive training (expensive) – use of specialised / dedicated diagnostic tools (expensive)

© TAOS version Organisation (I) User Support Group Service Desk Source: OGC (Service Support) Local Service Desk

© TAOS version Organisation (II) Service Desk User Group Site 1 User Group Site 2 User Group Site 3 Support Group Source: OGC (Service Support) Central Service Desk Second Line Support

© TAOS version Organisation (III) User Group Support Group Service Desk SD Analyst Source: OGC (Service Support) Virtual Service Desk

© TAOS version Knowledge & Skills technical skills business understanding communication skills Source: the Art of Service

© TAOS version Resources Number of SD staff will depend on: – Size of Organisation (number of users) – Type of Organisation – Complexity of IT infrastructure – Reliability of infrastructure – Diversity of systems (degree of standard / non standard systems) – Geographical locations – Service Level Agreements – Budget

© TAOS version Questions?

© TAOS version Incident Management

© TAOS version Incident Management = Goal of the process = restores normal service operation as quickly as possible with minimal disruption to the business, thus ensuring that the agreed levels of availability and service are maintained. Incident Management

© TAOS version Terminology (I) incident – 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 that service – can be reported by: users IT service provision IT systems  events …

© TAOS version Terminology (II) service request – a request by a user for information, advice or documentation functional question request information request status account request batch jobs request back ups / restores request password / authorisation …

© TAOS version Process Model Investigation & Diagnosis Classification & Initial Support Detection & Recording Resolution & Recovery Ownership, Monitoring, Tracking & Communication Closure = Service Desk responsibility

© TAOS version Incident Detection & Recording Which incidents? Incident sources? (where from?) What information? How much detail? Who’s responsibility Investigation Classification Recording Resolution Monitoring Closure

© TAOS version Classification & Initial Support (I) Priority, based on: – Impact – Urgency Type of incident: – E.g. mainframe, desktop, application Need clear guidelines for quick entry: – Simple – Unambiguous – Effective Investigation Classification Recording Resolution Monitoring Closure

© TAOS version Classification & Initial Support (II) Impact Urgency Priority Source: OGC (Service Support)

© TAOS version Classification & Initial Support (III) Incident Matching – Has a similar Incident occurred before? is a provisional solution known (work around)? – Can the Incident be related to an existing Problem or Known Error?

© TAOS version Investigation & Diagnosis (I) Can take place anywhere in the support area If necessary, escalate! Dependant on CMDB Investigation Classification Recording Resolution Monitoring Closure

© TAOS version Investigation & Diagnosis (II) Hierarchical Escalation Functional Escalation Combination Source: the Art of Service

© TAOS version Resolution & Recovery Not interested in underlying cause Focus on removing symptoms Solved when original functionality retained (e.g. user can print again) Investigation Classification Recording Resolution Monitoring Closure

© TAOS version Incident closure Only after consulting with user Only done by Service Desk Investigation Classification Recording Resolution Monitoring Closure

© TAOS version Ownership, Monitoring, Tracking & Communication Service Desk accountable for ALL incidents, regardless of who’s dealing with them Service Desk should have authority to (re)allocate resources in other areas Hierarchical escalation to inform management Focus on SLA’s Support tool helps keep track of multiple incidents Investigation Classification Recording Resolution Monitoring Closure

© TAOS version Questions?

© TAOS version Process, Procedure & Work Flow (I) Process Procedures Work instructions Why & how? What, who, when & where? How (exactly)?

© TAOS version Process, Procedure & Work Flow (II) Swim lane Result Trigger Process Flow Decision Process Step Record call Solved? phonesolved Service Desk Operations

© TAOS version Process, Procedure & Work Flow (III) IARStep 4 ARStep 3 ICCARStep 2 CRRARStep 1 Group D Group C Group B Group A Index: A: Accountable (owns it) R: Responsible (does it) C: Consulted (provides info) I: Informed (receives info) ARCI Model

© TAOS version Incident Management = Costs, Points of Attention, Advantages = costs – P ersonnel – A ccommodation  also for physical storage of process documents, … – S oftware tools and equipment for analysis, reporting and – H ardware communication (e.g. adjustments to telephone system) – E ducation  ITIL Master Class / IM-Practitioner, telephone training, communication training, … – P rocedures  design & manage Incident Management, documentation, instruction sets (telephone scripts), …

© TAOS version Incident Management = Costs, Points of Attention, Advantages = Points of Attention - general – social skills of the service personnel – work overload / stress bottleneck if many incidents through lack of time incidents are no longer optimally (or even not at all) registered – bypassing by users the “FUTZ-factor” (valuable data is lost) Gartner – in starting phase a lot of 2 nd line involvement – process discipline the process driven way of working often demands a change in culture: resistance within the organisation

© TAOS version Incident Management = Costs, Points of Attention, Advantages = Points of Attention - incident handling – are all calls registered? – under a unique number? – which priority codes do we use and how is the priority determined? – organisation of the 1 st line – organisation of the 2 nd line – which % “closed on first call” is possible through Incident Management?

© TAOS version Incident Management = Costs, Points of Attention, Advantages = Points of Attention – incident handling – coding system for incident categorisation – coding system for priority codes – agreements on the long and short error description (form + content + language) – the incident categorisation is related to / depends on other incidents, problems or known errors. – procedures for closing incidents – (telephone) scripts

© TAOS version Incident Management = Costs, Points of Attention, Advantages = General Advantages – ongoing optimisation of the (availability of) IT service provision – reduction of the number of incidents – independent, customer oriented tracking and guarding of incidents – no more “lost” or “forgotten” incidents – better deployment of IT-personnel – useful reporting by effective usage of the available information

© TAOS version Incident Management = Costs, Points of Attention, Advantages = Advantages to the Customer – enhanced relationship between customer and IT through optimal and clear communication there is no need for the customer to have extensive IT- knowledge development of a knowledge centre for the customer – increase in productivity through: quick, timely solutions decrease of the number of incidents pro-active warning with potential problems pro-active identification of the consequences when problems arise

© TAOS version Incident Management = Functionally Oriented vs. Process Driven = mainframenetworkpc-lan Incident Management The Art of

© TAOS version Questions?

© TAOS version Exercise 3

© TAOS version Homework 2 - Procedures

© TAOS version Tools for Incident Management & Service Desk

© TAOS version Service Desk Support Tools (I) Service Desk / Help Desk tools Telephony tools Service Management tools (Configuration, Problem, Change Management) Network monitoring tools (availability, capacity) Network Management tools (remote support, user account management) Release Management tools Knowledge Management tools

© TAOS version Service Desk Support Tools (II) Websites to check out: – Search on Google: Service Desk, Call Centre, Helpdesk tool, Support tool – (support tools) – (white papers) – –

© TAOS version Tool Selection (I) Tool requirements: – Determine need / nice to haves – Which fields to support process? – User friendliness – Speed – Knowledge base: search on historical info? – Security: read / write access – Modules – Reporting functionality

© TAOS version Tool Selection (II) Vendor requirements: – Reputation / history – Support focus – Training & consulting? – Future plans (new modules?) – ITIL awareness? – References (visit them!) – Partnership?

© TAOS version Costs associated with tools Tool costs: – Back end – Front end: licenses Equipment costs: – Server / disk space – Network capacity – Desktop requirements? Training: – Support staff – Tool maintenance staff Consulting: – Tool configuration – (Future) changes: adaptability?

© TAOS version Selection Process Set up a project structure Project manager & team Scope Deadlines / time frame (project plan) Selection criteria Request for tender (optional) Short list vendors Presentations / demo’s Final cost benefit analysis Selection

© TAOS version Questions?

© TAOS version Exercise 4

© TAOS version Communication for Incident Management & Service Desk

© TAOS version Reporting for Incident Management & Service Desk

© TAOS version Aligning Goals Vision / mission statement Strategy / business plan Goals / objectives Key Performance Indicators (KPIs)

© TAOS version Reporting (I) Efficiency: Productivity: # staff per period Value add: First line resolution Knowledge mgt: # knowledge base hits etc… Effectiveness: Timeliness: Resolution time Accuracy: % correct resolution Quality: % solved within SLA etc…

© TAOS version Reporting (II) Questions: – What? – Who? – Where? – When? – Why??

© TAOS version Reporting (III) Report to various target groups – customer, – other process managers, – company management Report on (e.g.) – # reported and registered incidents, – # solved incidents perhaps divided according to processing time and solution time – # open incidents + their status – list of incidents per time frame, customer(group), solution group, category, priority, per …

© TAOS version Questions?

© TAOS version Exercise 5

© TAOS version Mock Exam