04 Session 4-Problem&Change Management
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Transcript of 04 Session 4-Problem&Change Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Problem Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Problem Management
• Problem Description
• Severity
• Time Opened
• Group Assigned
• Contact Information
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
http://publib.boulder.ibm.com/tividd/td/EA/EA50fg/en_US/PDF/EA50fg.pdf
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Problem Management
Possible Relationship Service Interconnections with Problem Management
include:
• Reporting Management
• Change Management
• Knowledge Management
• Notification Management
• SLA Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Change Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Change Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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)
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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)
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© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.)
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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.
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Change Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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)
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
Change Management
Possible Relationship Service Interconnections with Change Management include:
• Reporting Management
• Request Management
• Knowledge Management
• Asset Management
• Notification Management
• Problem Management
Foundations in IT services
© Copyright IBM Corporation 2007. All rights reserved
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