GSX_BLUGpresentation 2011
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Service Reporting and how it applies to your Collaborative Environment 1
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Service Reporting and how it applies to your Collaborative Environment. Service Delivery is a an often used phrase currently, but what is a service ? How do you report on quality of service delivery ? Eileen shall take you through the definition of Service Delivery as it relates to your collaboration tools ( Domino , Sametime, Quickr , BES , Traveller ,) whether hosted on site , via a service provider , via a hosting service provider or the cloud. Using ITIL Terms and Definitions we shall break down service delivery and how it relates to your Collaborative System , from Administrators to Management to Customers. From Technical KPI's ( Key Performance Indicators ) to Customer SLA's ( Service Level Agreements ). Expect lots of Buzz words such as Capacity Management , Availability Management, Demand Management .. but have them accompanied with practical examples that clarifies them.
Transcript of GSX_BLUGpresentation 2011
Service Reporting and how it applies to your Collaborative Environment
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What is this presentation about ?
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What is a service ?
What is delivering IT as a service all about ?
Why is it important to you ?
Set Expectations
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Meet and exceed customer expectations ....
• What do you do ? • How do you meet customer requirements• How do you identify expectations? • How do you measure meeting these expectations ?
Exceed Expectations
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Purpose of this presentation .. give you the structure and tools to identify, measure and deliver a service to your customers
Who am I ?
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Eileen Fitzgerald• Notes Administrator, Global Notes Architect
• Manager Domino Administration team and Domino Development team, Via ITIL
• GSX - Product Manager and Customer Service
• Masters in Project Management
• ITIL Certified
• Just a little ittty bit process oriented
• Created in 1996 – Over 14 Years OLD
• Global Presence with support in Europe , States and India
• over 500 medium and large size Enterprise clients: more than 30% of the Fortune 100 use GSX Monitor for their monitoring needs
• 30% of the GSX’ benefits are reinvested in R&D
General Company presentation
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Over 500 Global clients worldwide
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GSX Approach
We report on the service via system monitoring
Consistent monitoring metrics and repor4ng across mul4ple systems
Collabora4onEnvironment
Client Simula4onReport on the User experience
Set up reports and monitors to monitor KPI’s and SLA’s cri4cal to your business and customers
Some Terminology • Service - What you deliver to your customers
• Availability - Availability of your servers and service can be two different things
• Opportunity Cost - The cost of the lost opportunity of what you could be doing instead
• ITIL - IT Infrastructure Library - Frame Work for service delivery
• Incidents - Something is not working the way its suppose to ( not necessarily broken)
• Severity - Relation to incidents, Impact on the business
• Qualitative ( non numerically measurable) , Quantitative ( numerically measurable)
• Pedantic - ME
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Agenda
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Service Definition
Delivery Options
Quality Measurement
Monitoring and Reporting
Operational Management
Continuous improvement
Why this is important to you !!
Specific examples by collaborative technology
Service Definition - The Business
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Multiple Services
Different aspects of the business use different features
Look at the service not the technology
Look at the business not the infrastructure
BC / DR = FAIL if it is technology driven and not business focused
Service Definition
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What is it ?
Who are the customers ?
How does it assist the Business ?
What are the deliverables ?
How are you going to deliver them ?
How are you going to track them ?
How do you define and report on customer expectations ?
How do you bill ?
Service Delivery
–Options for Service delivery• On Premise - Hosting and Management• On Premise hosting, off-site Managed Services• Fully Hosted Services • Cloud• On Premise hosting , off site application managed services
( Development etc )
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Service Delivery
If you outsource service delivery to a third party ensure that the underpinning contract supports yours–Do not forget to factor in in-house overheads
• Legal • Contract Managers• Managing and measuring service being delivered to you.
– The providers - HOW do you measure them ?• Service desk - Escalations points • Business Account Managers• Supplier Managers
–Aligning Demand with customer demand14
Measuring Quality
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Quality Measurements
Fit for purpose ? Fit for use ? Value for money ?
Quality Measurements
Price vs Value– Volume - Quantifiable metric – Time Criticality – Capacity - Ability to meet demand
• Hardware and Software Requirements• Human Resource requirements ( volume and skills) • Overheads
–Criticality to the Business
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Quality Measurements
–Value Creation • What is our business ? • Who are our customers ? • What does our customer value ? • How do they use our service ? • How are the services of value to them ?
– What are the outcomes that matter ? – How are they identified in terms of customer perceptions and
preferences ?
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Operational Management
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Availability• Can the user access it in the agreed manner ?
Capacity • Variations in demand accommodated within agreed range
( Demand Management ) Continuity
• Assurances of support during major failures or disruptive events
• You may be able to / differentiate between BC and DR Security
• Authorized and accountable usage , as specificed by the customer
Operational Management
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Service Catalog
Service Owner
Operations / Service Delivery manager
Business Account manager
Service Desk
Supplier Manager
Contract Manager
Monitoring and Reporting
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Its not just about Availability BUT ..–DR VS BC–Business hours –MaintenanceHow do you report on Quantity?
How do you Quantify Quality ?
As part of Service Management you need to ensure you factor in Capacity Management
Factor in the overhead of monitoring and reporting into the cost of delivering a service
Monitoring and Reporting
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By Service not server
Service Critical Success factors
One server may deliver multiple different services to different customers , Mail , Databases etc etc
Your service may be up and running but is it delivering the quality of service that you expect it to ?
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Reporting Requirements
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System Repor4ng
Service Repor4ng
Reporting Requirements
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SLA’s and KPI’s SLA’s ( Service Level Agreements ) –Formal agreements on quality of service delivery with
frequently cost implicationsKPI’s ( Key Performance Indicators ) –Impact on the SLA’s NOT in how they are calculated but
the SLA’s them selves
Identify KPI’s that impact on your SLA
Proactive SLA management, No one wants to be reacting to a broken SLA.
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SLA’s and KPI’s SLA’s are normally trends
Understand the KPI’s that influence your SLA
Be able to track KPI’s via Real Time and Trends
Immediate Alert on KPI’s
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Continuous Improvement
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Understand your trends
Baseline
Monitor
Continuous Improvement
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Understanding Demand Trends = being able to anticipate and manage
capacity requirements
Continuous Improvement
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Service Review on a regular basis
Re - view capacity requirements
Involve the business
Have base lines , understand what is standard
Review your service offering(s)–Add–Remove –Modify–Improve
Why is this important to you ?
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Quantifiable metrics of the Value that you add to the organization
Why is this important to you ?
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Understand the business impact of what we do
Understand user / usage metrics and usage
Customer Service
You cannot manage what do you not understand
Prioritize , Organize, Understand , Manage, Deliver
Ops marketing
Examples Specific to the Collaboration Environment
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Standard Service Requests
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–Standard Repeatable Requests–Right or wrong Answer–Exact same process every time–Normal time to complete every time–More than account management ...
Standard Service Requests
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Standard Service Requests
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Standard Service Requests
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Standard Service Requests
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–Critical to the management of a service–Can be delegated but in a controlled manner–Delegate and free up technical Admins for more business value added tasks
–Opportunity Costs
Availability
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Service Reporting• SLA
– Server Availability is an underlying requirement for ALL Services– Be able to monitor and report on Server AND cluster availability
• KPI’s– Availability Index– Diskspace– CPU, Memory– Server Transactions– Cluster stats
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Service Reporting–SLA and KPI’s
• Messaging– SLA = Mail delivery time – KPI’s = Dead Mail, pending mail, % Successful delivery
• Availability – SLA = Availability ( don’t forget server vs cluster, maintenance,
business hours etc etc– KPI’s = Availability index, %CPU, Diskspace, No of sessions, no of
transactions
Application Databases
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Potential SLA’s• Application response times • Data update times ( agents ) • DB Open time• Link Open time ? • Failover time
–KPI’s associated with them • Indexer update• No of sessions opened • % CPU time • % Mem in use• % Physical disk space available • Agent success / agent failure
Clusters
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SLA’s – % Availability
KPI’s –Individual Server Availability–Availability Index–No of Seconds in Queue–No of items in Queue–Cluster task’s availability
Summary
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The Server is not the Service you are delivering to the business
Identify the different services you supply to the business
Identify expectations of quality of service delivery
Identify how to monitor and report on Quantity and Quality of Service Delivery
Agree and report on SLA’s. Identify and monitor KPI’s
Constantly review and communicate
Its not about technology, its the business
Thank you !!
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?When you see the IT service light , come and see GSX
[email protected]@eileenfitzy.com
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