04 Session 4-Problem&Change Management

49
Foundations in IT services © Copyright IBM Corporation 2007. All rights reserved Problem Management

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Problem management

Transcript of 04 Session 4-Problem&Change Management

Page 1: 04 Session 4-Problem&Change Management

Foundations in IT services

© Copyright IBM Corporation 2007. All rights reserved

Problem Management

Page 2: 04 Session 4-Problem&Change Management

Foundations in IT services

© Copyright IBM Corporation 2007. All rights reserved

Page 3: 04 Session 4-Problem&Change Management

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Page 4: 04 Session 4-Problem&Change Management

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Problem Management

• Problem Description

• Severity

• Time Opened

• Group Assigned

• Contact Information

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http://publib.boulder.ibm.com/tividd/td/EA/EA50fg/en_US/PDF/EA50fg.pdf

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Problem Management

• SCIM

– System, Component, Item, Module

• Time Closed

– filled in by the resolution team after the problem has been resolved.

• Change Integration

• Duration for resolution

– At this time, the resolver also adds information on how the problem was resolved, and

automatically the system calculates the duration of the problem. This brings up an important

point about problem tickets in general.

• Resolution

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Problem Management

• Incident/Problem review meetings – Communication in problem management is extremely important with both the customer and

within the supporting IT organization. There are multiple meetings held on a daily basis to discuss the problems that have occurred in the previous day, get updates on created tickets, or review closed tickets.

• Root cause analysis review meetings

• Generate and post operational and management reports

• Provide ad hoc Incident and Problem reports

• Problem analysis and trend reporting, which lead to identifying common problems and recommendation of improvements to prevent future Incidents and Problems

• Maintain a current list of infrastructure IT elements

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Problem Management

• Identify and report Problems that impact customer’s business. (assign business criticality by element, or a step from BSM/ Business Service Management)

• Identify and escalate duplicate and reoccurring Problems for expedited resolution (provide preventative or automated actions)

• Manage Problems to resolution

• Review and validate Severity levels set by customer or IT Infrastructure support staff

• Identify Problem trends, accuracy of information, and completeness of problem tickets (also part of ITIL/ Information Technology Infrastructure Library)

• Identify responsibilities between service providers and customer within procedures

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Page 21: 04 Session 4-Problem&Change Management

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Problem Flow End user reports problem

level l help desk performs problem determination with

provided procedures and opens Problem

ticket

Problem Resolved?

Close Problem Ticket with

resolution of problem.

level l help desk contacts Distributed Operations (level 2) and routes problem

ticket

Dist Ops:

Performs problem determination with provided documentation

May Engage Duty Managers as part of situation mgmt

Opens Problem ticket if necessary

Pages out infrastructure support SME

Duty Managers:

Perform situation management

Informs and sends Out executive alerts for both infrastructure and application if escalation is required

Automated resolutions

such as Server up

down

Dist Ops contacts project manager and engages

appropriate support group per provided documentation and

routes Problem ticket. If problem not resolved, Duty Managers provide periodic status to management and customers. If the problem meets exec alert criteria,

Duty Managers send exec alert updates for application

and infrastructure by following escalation

procedures

Problem Resolved?

Yes

Yes

No

No

Problem Management

Page 22: 04 Session 4-Problem&Change Management

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Problem Management

Monitoring Tool

(All Servers &

Network

devices)

Event

Mgmt

BSM Tool

Problem

Tool

Bidirectional

Event

Flow

Bidirectional

Event

Synchronization

Bidirectional

Event

Synchronization

Auto-ticket generation

from BSM Tool or Event

Management Tool.

Integration Opportunity

All event related tickets

could be automated

By implementing the router/fault isolation algorithm

included in Network Management Tools and adding

router/fault isolation ruleset to the Event Management ,

events storms will be minimized and root-cause

identification will be improved.

Can now correlate Monitoring Tool events with network

device outage events

IP connectivity problems can also be correlated to

monitoring heartbeat events

If an event is closed in the BSM Tool, the Event Management Tool is

automatically updated regarding the change

If the event is closed in the Event Management Tool, the BSM Tool is

automatically updated regarding the change.

If an event status changes in Network Management Tool, both the Event

Management tool and the BSM Tool would be automatically updated

regarding the change.

User Simulated

Transactions

Bidirectional

Event

Flow

Do filtering, correlation, duplicate

checking, and automated actions here.

Do escalation, notification,

and paging here.

Tape

Library

Network

Monitoring

Monitoring

Tool

Unidirectional

Event

Forwarding

Network Events

Unidirectional

Event

Forwarding

Monitoring

Tool

Unidirectional

Event

Forwarding

Monitoring

Tool

Unidirectional

Event

Forwarding

Page 23: 04 Session 4-Problem&Change Management

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Problem Management

Possible Infrastructure Service Interconnections with Problem Management

include:

• Configuration Management

• Event Management

• Availability Management

• Performance and Capacity Management

• Operations Management

• Security Management

• Network Management

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Problem Management

Possible Relationship Service Interconnections with Problem Management

include:

• Reporting Management

• Change Management

• Knowledge Management

• Notification Management

• SLA Management

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Problem Management

• Problem Management tool sampling

– BMC’s Remedy

– HP’s Peregrine

– Managed Objects

– IBM’s Enterprise Systems Manager

– IBM MRO’s Maximo (TSD)

– PeopleSoft’s Vantive

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Page 27: 04 Session 4-Problem&Change Management

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Change Management

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Change Management

• Change management is: any deliberate action which alters the

form, fit, or function of configuration items - typically an addition,

modification, movement, or deletion that impacts the IT

environment.

• Change Management is responsible for controlling and

managing changes to the IT environment, from inception

through implementation and in some cases at the operational

stage.

• A change is anything which alters the status of an IT element, or

in ITIL, a configuration item (CI).

• Change Management goal is to ensure that standardized

methods and procedures are used for efficient handling of all

changes, in order to minimize the impact of change-related

incidents.

Page 29: 04 Session 4-Problem&Change Management

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Change Management

• Change Management workflow options include:

– Recursive

• The recursive workflow option includes those

changes that as the result of a rejection within a

workflow, where a portion of that workflow can be

reopened and reassigned. Changes that do not

meet certain criteria have the ability to be

reopened at a later date.

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Change Management

– Concurrent and multi branching • Concurrent workflows are those that are have automatic

closure of unused paths where an approval has multiple

paths, and unused paths can be closed by the system.

The unused paths can be automatically closed only after

agreement has been made by the change coordinator

and the customer.

– Dependencies • Dependencies represent tasks and approvals that may be

dependent on other tasks and approvals being completed

beforehand, rather than having a simple linear workflow.

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Change Management

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Change Management

Benefits of Change Management Scheduling aspect

• Minimize the risk of business continuity to IT services

• Reduce number of incidents caused by changes to

none

• Ensure accurate cost assessment of proposed

changes before approval

• Allow technical changes at the rate required for

business need

• Provide connection between business and the

supporting IT Infrastructure

• Provide innovation opportunities for the business with a

supporting stable IT service

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Change Management Responsibilities

• Own and administer the change management process documents

• Coordinate change requirements

• Audit change records for process compliance including risk assessment

• Coordinate change process and tool requirements

including customer specific elements

• Administer as required user access to the

organizational standard change management tool

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Change Management Responsibilities

• Facilitate Change Management meeting and follow-

ups. Review and seek customers account approvals for

requested changes via the weekly change meeting

• Analyze Change management standardized

operational reporting deliverables

• Document action plans to resolve identified trends and

improve Change Service Levels

• Provide ongoing Change process & tool training

• Maintain Change Document Of Understanding

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Change Management

Changes applications, infrastructure or both.

• Establishing change windows during which changes may be performed without negatively affecting projected availability or SLA commitments

• Enforcement of standard methods and procedures from request for change through post implementation review

• Establishing regular meetings and communication schedules to evaluate proposed changes and schedules

• Control and management of the implementation of those changes that are subsequently approved

• Maintenance of open channels of communications to promote smooth transition when changes take place

• Increased visibility and communication of changes to both business and support staff.

Page 36: 04 Session 4-Problem&Change Management

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Change Management Classification

Changes are classified by the following types:

• Hardware Installations, removals, relocations or

modification of information technology processors and

peripherals

• Software Modifications to the system operating code,

access methods

• Applications

• Network: Changes specifically related to the

installation or modifications of network components

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Change Management Classification

• Environment: Changes that involve the information technology facilities.

• Infrastructure: Changes that involve management infrastructure componentsOperations: Changes to operational procedures that may affect systems availability or accessibility or changes that may impact the normal, operational delivery of a service.

• Information : Changes that may be registered in order to ensure the availability of specific services at special times or changes performed by external parties

(De)Activation: all changes for activation or de-activation of service.

Page 38: 04 Session 4-Problem&Change Management

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Hardware Change

• The most frequent change is a hardware

change which can be one of many

including:

– physical equipment move

– physical configuration modification

– new equipment installation

– planned hardware maintenance (regular

reboots)

– microcode changes (firmware)

Page 39: 04 Session 4-Problem&Change Management

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Software Change

• Software change which can be one of

many including:

– release upgrade

– new software installation

– fixes to solve problems (including scripts and

integration code)

– system parameters changes (configuration

changes)

Page 40: 04 Session 4-Problem&Change Management

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Network Change

• Network changes are usually performed

on a monthly basis, only because of their

impact to the entire enterprise. Some

examples include

– Firewall changes

– Port changes

– Network device reboots

– Network device configuration changes

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Environment Change

• Environment changes include the following

examples and seldom occur (usually

annually or bi-annually):

– building modification

– cooling system enhancement or maintenance

– electrical power maintenance

– cabling modifications

– physical access protection modifications

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Operation Change• Operations changes include the following

examples:

– new or modified naming conventions and or

standards

– new or modified logon procedures

– operational procedures major modification

(disaster recovery plan, escalation, etc.)

– new or modified automation routines

– housekeeping jobs which affects the

availability (reorganizations, data set moves,

etc.)

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Change Management

Classification of changes based on severity include:

• Emergency Changes

– Emergency changes are those that are vital to meeting a business need and cannot

conform to the normal change process, particularly the assessment and approval phases.

– An emergency change must relate to the immediate or imminent resolution of a known

production incident where outage of a system, application, network or other service

component has occurred or potentially will occur.

– An emergency change can be executed after approval of the appropriate management

representative, the change coordinator or the customer.

• Exception Changes

– Exception changes are changes that are vital to meeting a business need but cannot

conform to the normal change process, particularly lead times. While not required to be

installed immediately, an exception change cannot meet the lead time associated with the

proper risk analysis of the change.

– In most cases, changes require at least one week lead time to allow for time to be reviewed

by the change coordinator, and also to be represented at the weekly change meeting.

• Normal Changes

– Finally, normal changes are changes that fully comply with the change process,

procedures and policies. These are also called planned changes.

Page 44: 04 Session 4-Problem&Change Management

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Change Management RolesProcess Role Executing Competency

Change Activator / Installer Platform system engineer architect

Change Approver Change team; Platform system engineer; service manager

Change Assessor Change team; Platform system engineer; service manager

Change Assignee Systems Management Expert

Change Controller Change team

Change Coordinator Platform system engineer (acting service manager); service

manager

Change Group Leader Platform system engineer (team/change leader)

Change Requester Platform system engineer (acting service manager); service

manager

Requester / Closer Customer (CSC); Platform system engineer; Service

Manager

Change Scheduler Change Team, Platform system engineer, Service Manager

Change Tester Platform system engineer

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Change Management Considerations

• Lead Times

– to ensure that there is sufficient time to handle the change in a proper manner, e.g: Approval.

• Escalation Policy

– to provide additional attention and visibility to issues that have exceeded predefined policy rules

• Notification Policy

– is to ensure the responsible role within the process is notified of the occurrence of an event that requires further action by that role within the process

• Endorsement Policy

– necessary where exceptional circumstances dictate that the normal change process cannot be followed

• Change Meetings

– Changes executed and scheduled for customers are reviewed by the service coordinator of the account together with the customer

• Change Control– Everything should under control

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Change Management

Page 47: 04 Session 4-Problem&Change Management

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Change Management

Possible Infrastructure Service Interconnections with Change Management include:

• Configuration Management

• Software Distribution

• Call Management

• Operations Management

• Business Process Management

• Resource Management (w/ Utility Computing)

Page 48: 04 Session 4-Problem&Change Management

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Change Management

Possible Relationship Service Interconnections with Change Management include:

• Reporting Management

• Request Management

• Knowledge Management

• Asset Management

• Notification Management

• Problem Management

Page 49: 04 Session 4-Problem&Change Management

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Change Management

• Change Management tool sampling

– HP’s Peregrine Service Center

– Mercury Change Control Management™ (formerly Kintana)

– BMC® Remedy® Change Management Application

– BMC’s Topology Discovery

– Sunview’s ChangeGear