1. 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

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

3. 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

4. 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

5. 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

6. ITIL v2 to v3
ITIL v2
ITIL v3
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7. ITIL v2 versus v3
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8. Agenda ITSM Implementation Background Baseline Education / Consulting
Requirements
Schedule
Status
Issues / Risks
Questions
Science & Technology PAD – Computation / ICCD

9. 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

10. 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%
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11. Total Ticket Count
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12. Total Incoming Calls
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13. Agenda ITSM Implementation Background Baseline Education / Consulting
Requirements
Schedule
Status
Issues / Risks
Questions
Science & Technology PAD – Computation / ICCD

14. 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

15. 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

16. 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

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

18. 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

19. ITSM Service Desk Requirements
End-User Experience
Self-service
Configurable environment
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 responses
Science & Technology PAD – Computation / ICCD

20. 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
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

21. ITSM Service Desk Requirements
Time Management Features
Calendar
Task List
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

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

23. 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

24. 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

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

26. 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

27. 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
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28. ITSM Infrastructure Diagram
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29. Server Architecture
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30. Agenda ITSM Implementation Background Baseline Education / Consulting
Requirements
Schedule
Status
Issues / Risks
Questions
Science & Technology PAD – Computation / ICCD

31. 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

32. 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

33. 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

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

35. Questions
Science & Technology PAD – Computation / ICCD

36. Thank You
Science & Technology PAD – Computation / ICCD