ITS Remedy Services

ITIL: Information Technology Infrastructure Library

ITIL Model Overview and Impact on ITS

What is ITIL???

IT Infrastructure Library• Best-practice framework for planning, provisioning

and supporting IT services• Based on the 30 yrs of experience in both

public/private IT organizations• Provides a structured, defined common language

to describe assets, processes and methodology• ITIL is not a description of the best type of

organization but of the relations between the activities in the procedure, these relations being the only ones important for any type of organization.

What is ITIL???

The core processes within ITIL are interlinked and mutually dependent and as such should not be approached in isolation. Applying the ITIL principles allows you to offer consistent and fully integrated IT Service Management operations to your internal and external customers

-Gartner Group

What is ITIL???

ITIL is comprised of 7 Best Practice Sets:• Service Support• Service Delivery• Planning to Implement• The Business Perspective• Security Management• Applications Management• Infrastructure Management

Service Support and & Service Delivery ( which comprise Services Management) are the key components for delivering a comprehensive solution for an organization.

ITIL: Focus On Service Management

Service Management IT Service management is made up of a number of

defined processes closely linked and highly integrated.

Service Management is divided into 2 domains:• Service Support (Short Term)• Service Delivery (Long Term)

ITIL - Definitions

• IT Service: a set of facilities, IT and Non-IT, sustained by the IT service provider that fulfills one or more needs of the customer, that supports the customer’s objectives and that is perceived by the customer as a coherent whole.

• IT Infrastructure: All assets including hardware, software, documentation and personal resources used to support IT efforts within an organization.

• Configuration Item: A component of the IT Infrastructure that is/or is to be under control of Configuration Management. CIs may vary widely in complexity, size and type – from an entire system to a single module or a minor hardware component

• Configuration Management Database (CMDB): It records, audits and tracks all configuration items in the IT infrastructure. Builds relationships between CIs including… is connected to..is a copy of…applies to, for documentation…is used for, relates the CI to a service…is a parent of….is a child of.

ITIL - Definitions

• Incident: an event that deviates from the standard operation of a system. Such an event influences the system even if the event is transparent to the customer.

• Problem: A condition identified from multiple incidents exhibiting common symptoms, or from a single significant incident, indicative of a single error, for which the cause is unknown.

ITIL: Focus On Service Management

Service Management Domains

Service Support (short term) Service Delivery (long term)

Service Desk

Incident managementService Level Agreement management (SLAs)

Problem management Financial IT service management

Configuration management Capacity management

Change management IT service continuity management

New release management Availability management

ITIL: Service Mgmt-Service Support

Service Support – Service Desk• The Service Desk function is the face of IT to its

users and vital to the organization. SD Staff log resolve or escalate and close all incidents.

• Primary Functions: Incident Control & Communication

• Single Point of Contact for customers• To be accessible for questions, comments about

the IT Infrastructure• To gain acceptance by customers of the added-

value of the Help Desk for IT support

ITIL: Service Mgmt-Service Support

Service Support – Incident Management

• Incident Management records, classifies, tracks and closes all incidents in a controlled and consistent manner.

• This allows operational service levels to be restored as quickly as possible and helps to reduce the number of new incidents

ITIL: Service Mgmt-Service Support

Service Support – Problem Management• The identification, investigation and classification

of problems is a key role in IT Service Management. It pro-actively reduces incident volumes to maximize the stability of the IT services.

• Includes trending, reporting and assessing groups of incidents to reveal an underlying problem which would prompt an RFC or Request for Change (Change Management)

Service Support – Problem Management

Help Desk Problem Management Change Mgmt

Problem

Known Error

Request for

Change

Change

Incident (s)

Configuration Management Database (CMDB)

ITIL: Service Mgmt-Service Support

Service Support – Configuration Management• This provides the crucial foundation for Incident, Problem

and Change Management.• It records, audits and tracks all configuration items in the

IT infrastructure within a Configuration Mgmt Database.• It allows you to asses the impact, risk, and resource

requirements associated with proposed changes.• Controls centralized updates of CIs in the CMDB and

provides management information on lifecycle, depreciation costs, dependencies, etc.

A Configuration Management Database (CMDB) is the central cog in the Service Support Model. Without this component, only limited improvements can be achieved through out the other areas of Service Support

ITIL: Service Mgmt-Service Support

Service Support – Change Management• The role of Change Management is to provide a

consistent approach to evaluating and implementing any change to the IT Infrastructure.

• It allows you to assess the impact, risk, and resource requirements associated with proposed changes.

• Activities: Acceptance of RFC, proper classification (urgency, different process based on urgency, risk), authorization & planning, coordination, information management to customers, affected users

ITIL: Focus On Service Management- Service Support

Service Support

• Defined as the efficient provision of IT Services, so ensuring the customer has the access to appropriate services necessary to support their business functions.

• This group focuses on the day-to-day operation and support of IT services

ITIL: Service Mgmt - Service Support Model

CMDB*

Event manageme

ntProblem

management Change management

Configuration management

University Faculty, Staff & Students as Customers

EventsQuestions

Information

Management tools CommunicationUpdates

Temporary Solutions

Events Events Change

New versionsCustomer questionnaire reports

Management of new versions

Events ProblemsKnown errors

Changes New versions

Configuration elements

Service reports,

Statistics,Events, Audits

Problem Stats, Analysis of

tendencies, Reports,

Diagnostic help,Audits

Change calendar,Change Stats,

Change Exams,Audits

Version Calendar, Version stats,

Versions Exams, Test standards,

Audits

Configuration report,

Statistics,Politics, Standards,

Audits

Service Desk

ITIL: Focus On Service Management- Service Delivery

• These processes consider the long-term planning and improvement of IT Service provisioning.

• Components: Service Level Management, Financial Management, Capacity Management, Availability Management, IT Service Continuity Management.

• Our focus will be on Service Level Management and Availability Management. These 2 are the central components of Service Delivery. Most organizations begin implementation of The Service Delivery portion of Service Management here.

Service Delivery: Service Level Management

Service Level Management• Aims to ensure a satisfactory quality of IT service

provision by setting realistic and agreed targets between provider and customer. A process of monitoring, reporting and reviewing of actual service levels highlights any problem areas and facilitates continuous service improvements.

Service Delivery: Service Level Management

Service Level Management

Defining the Process:• Planning • Verification• Implementation

Executing the Process:

Negotiate Define Contract Monitor Report Review

Execution

ITIL: Service Mgmt - Service Delivery Model

Service level management

Availability management

Capacity Management

IT Service continuity

management

University Faculty, Staff & Students as Customers

QuestionsInformation

CommunicationUpdatesReports

Alerts &Exceptions,

Changes

Management and

infrastructure tools

Needs, Objectives, Realizations

Financial management for

IT services

Availability plan,Conception criteria, Objectives/limits,

Reports, Audits

Capacity plan,Objectives/limits,

Reports,Calendars,

AuditsFinancial Plan,

Types and templates,Costs and expensesReports, budgets,

Audits

IT Continuity management,Risk analysis,

Control center,DR contracts,

Reports, Audits

ANS, ENS, ANO,Service reports,

Service Catalogue,PAS,

Exceptional reports,Audit Reports

UNC Chapel Hill Remedy Implementation

RequestFor

Service

CRS

Loaner

AUTOMATIC DHCPREGISTRATION

DHCP Server

Change ManagementApplication

Helpdesk Incident Management

PTS

SLA Management

Service Level Management

Change Management

CRC

Asset /ConfigManagement

Faculty/Staff/StudentHardware Repair

Linkage of request tasks to Individual PTS projects

Initiate Change RequestsFrom RFS

Service D

elivery

Crystal Reports & Flashboards

RamShop

ProblemMgmt

CMDB

SecurityManagement

CCI DHCP

Registration

TippingPoint/ASM

Auto-Block

Auto-Register

AUTOMATIC DHCPBLOCKING

Service S

upport

UNCKnowledgebase

Self-Help & Integration w/ RFS

Current Functionality Possible Future Functionality

RFS Request for ServicePTS Project Tracking SystemCRS Customer Relationship SystemCRC Computer Repair Center

PowerPoint: www.unc.edu/remedy/presentations/service_mgmt.ppt About Remedy: www.unc.edu/remedy/about.html