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

2. ITIL Stage 3 – Service TRANSITION

3. TRANSITION
Build
Test
User acceptance
Deployment
Bed-in

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

5. S. Transition at a glance

6. 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

7. 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

8. 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

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

10. 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The CMS will always be a “work in progress” and probably always out of date.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

11. ... 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. ITIL Stage 4 – Service OPERATION

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

19. Service Operation Balances
External
Quality
Stability
Proactive
Internal
Cost
Responsiveness
Reactive

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

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

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

23. 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

24. 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

25. 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.
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26. 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

27. 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.
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Levels of support are specific to technical expertise 27

28. 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

29. 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.
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*Known Error = a problem that is successfully diagnosed
Problem = the unknown underlying cause 29

30. Problem Management (2/2)
Problem Management takes time to identify the cause and eliminate it.
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31. Functions in Service Operation
Service Desk
Technical Management
IT Operations Management
Applications Management

32. 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!

33. 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
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Service Desk 33

34. 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

35. ITIL Stage 5 – CONTINUAL Service IMPROVEMENT

36. 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

37. 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

38. 7 Steps to Improvement What should we measure? What can we measure?
Gather data
Process data
Analyse data
Present and use info
Corrective action