Introduction to ITSM processes

CONFIDENTIAL Agenda Problem Management  Overview  High Level process Change Management  Overview  High Level process Event Management Knowledge Management Service Request fulfilment

CONFIDENTIAL Problem Management - Overview The primary objective of the Problem Management process is to identify the problems in the IT infrastructure and eliminate them by removing the root cause of the problem. What is a “Problem” and a “Known error”?  A "problem" is the unknown underlying cause of one or more incidents, and  A “known error” is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. Note: Problem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased. When incidents are resolved, information about the resolution is recorded.

CONFIDENTIAL Problem Management - Overview Problem Management process can be activated by any of the following three methods: Incident management process identifies a major or severe incident and requests for root cause analysis. Problem manager identifies a problem in IT infrastructure by analyzing incidents and other reports. Capacity or Availability management process raises a problem. Problem Management consists of two major processes: Reactive Problem Management, which is generally executed as part of Service Operation Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual Service Improvement(CSI)

CONFIDENTIAL Problem Management – High-Level process Steps involved are:  Problem identification and recording  Problem classification  Problem investigation and diagnosis Tasks to be done in Problem Management:  Perform Root-Cause analysis and update Known Error database  Initiate Request for Change (RFC), if required  Update problem records with known errors, solutions and / or workarounds  Management and customer confirmation.

CONFIDENTIAL Problem Management – High-Level process What is a Root-cause analysis? Root-cause analysis is a formal problem-solving process and a critical component of Problem Management. Once a problem has been identified, the root cause analysis process begins. The purpose of a root cause analysis is two-fold: 1.develop a thorough understanding of the problem and its causes 2.identify corrective/preventive actions that will reduce the risk of recurrence to an acceptable level Classic root-cause analysis methods include the 5-whys and Ishikawa diagram or fishbone diagram.

CONFIDENTIAL Change Management - Overview The goal of the change management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change- related incidents upon service quality, and consequently improve the day-to-day operations of the organization. What is a Change? A change is an event that is:  approved by management  implemented with a minimized and accepted risk to existing IT infrastructure  results in a new status of one or more configuration items(CIs)  provides increased value to the business (Increased Revenue, Avoided Cost, or Improved Service) from the use of the new or enhanced IT systems.

CONFIDENTIAL Change Management – High level process Change management is responsible for managing change process involving: Hardware Communications equipment and software System software All documentation and procedures associated with the running, support and maintenance of live systems. CAB and E-CAB Any proposed change must be approved in the change management process. While change management makes the process happen, the decision authority is the Change Advisory Board(CAB), which generally is composed of people from other functions within the organization. The main activities of the change management are: Filtering changes Managing changes and the change process Chairing the CAB and the CAB/Emergency committee Reviewing and closing of Requests for Change (RFCs) Management reporting and providing management information

CONFIDENTIAL Event Management and Knowledge management  An event can be defined as any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services.  Events are typically notifications created by an IT service, Configuration Item (CI) or monitoring tool. Knowledge Management Aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge Who is a Knowledge Manager? The Knowledge Manager ensures that the IT organization is able to gather, analyze, store and share knowledge and information. His primary goal is to improve efficiency by reducing the need to rediscover knowledge

CONFIDENTIAL Service Request fulfilment  A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.  The primary objective of the Request Fulfilment process is to provide/fulfil the requested service according to the agreed service levels, and communicate the resolution to the end user.  Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. Examples : Password Reset or Access provisioning etc…

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