Service Management Workshop

8/11/2019 Service Management Workshop

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2008 IBM Corporation

Service Management

FoundationFrom Best Practice to Implementation


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IBM Global Technology Services

Copyright IBM Corporation 2006|

Agenda

Service Management Foundation :

- Fundamental building blocks for successful Service Management

- ITIL v3: Whats new in Service Operations and Service Transition

From Best Practice to Implementation

- Planning a successful Service Management roadmap

- Overcoming organizational challenges:

- Using a Process Reference Model to accelerate process design

- Building a Service Management Technology Architecture

- Case study: successful Service Management implementations


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Service Management Foundation


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The current situation at a bank in the ASEAN region There is no integrated process framework

Different tools are used for different processes:

- Monitoring is done at the platform level, with no overall monitoring capability. There is no eventmanagement function, and event information is not passed to the Service Desk

- Service Desk is currently using a CA product for Incident and Service Requests, but they areconsidering changing to a BMC product

- 2nd and 3rd level support staff use PVCS Tracker for Problem Management

- Change Requests are managed on spreadsheets

- There is no formal Release Management process

- Configuration management is done in an unstructured manner by each of the support teams in asilo and hero-based manner. Spreadsheets are used by some of the teams.

Consequences:

- The standard method of finding out about an availability problem is via a call to the Service Desk(users know before the IT team does)

- There are significant availability issues, and there was recently a significant downtime of corebanking services

- Data is manually entered from one ITSM tool to the next

- It is difficult to produce KPI reports, or understand the health of the IT services

- Users are highly dissatisfied with IT services


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With evolution and increasing complexity of the managed

environment, there is increasing need for effective IT processes

Business Processes

Business Applications

SAP OracleLegacy

Middleware and IT Services

InfrastructureServers

StorageNetworks

Composite Applications and SOA

There has been a natural progression frommanaging infrastructure resources tosystems, to IT services and business

services.This requires a set of streamlined processesto improve efficiency of service management

Transaction

AvailabilityMgmt

ServiceLevel Mgmt

ReleaseMgmt

ConfigMgmt

ChangeMgmt

Mainframe

BusinessService

User

J2EEAppl

Linux

Transaction

AvailabilityMgmt

ServiceLevel Mgmt

ReleaseMgmt

ConfigMgmt

ChangeMgmt

Mainframe

BusinessService

User

J2EEAppl

Linux

Management Processes

ManagedElements


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ITIL v3 covers a lifecycle of 5 phases and many processes

Service Strategy

Market Intelligence

IT Financial Management

Service Portfolio Mgmt

Demand Management

Service Portfolio Mgmt

Service Catalog Mgmt

Service Level Mgmt

Capacity Mgmt

Availability Mgmt

Service Continuity Mgmt

Information Security Mgmt(ISO 27K, ISO 20K)

Supplier & Contract Mgmt

Change Mgmt

Service Asset &

Configuration Mgmt

Knowledge Mgmt & a

service knowledge system

Service Release &

Deployment Planning

Performance and Risk

Evaluation

Testing

Acquire, Build, TestRelease

Service Release,Acceptance, Test & Pilot

Deployment,Decommission and

Transfer

Monitoring & Event Mgmt

Incident Mgmt

Request Fulfillment

(standard changes)

Problem Mgmt

Access Mgmt

Measurement & Control

Service Measurement

Service Assessment &

Analysis

Process Assessment &

Analysis

Service Level

Management

Improvement PlanningRisk Management

Processes

Functions

Service Desk

InfrastructureManagement

IT Operations

Facilities

Management

Organizational Change &

Communications

Strategy Design Transition OperationContinual

Improvement

The question is often

Where do I begin?


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Service Operation and Service Transition are recognized to bethe foundation and pre-requisites for effective Service

Management In ITIL v2 most organizations started with the

Service Support book, implementing thefollowing functions/processes:

- Service Desk

- Incident Management

- Problem Management

- Change Management

- Release Management

- Configuration Management

In ITIL v3 the same processes exist, but the listhas been expanded to provide a more completeview of the service lifecycle:

Service Operation:

- Service Desk

- Access Management

- Request Fulfillment

- Event Management

- Incident Management

- Problem Management

Service Transition

- Change Management

- Transition Planning and Support

- Knowledge Management

- Release and Deployment Management

- Service Validation and Testing

- Service Asset and Configuration Mgmt


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The IT Service Management framework should be developed

using an integrated, holistic approach

Event Mgmt Console

IncidentMgmt

RequestFulfillment

ProblemMgmt

ChangeMgmt

ReleaseMgmt

Configuration Mgmt

Service Level Mgmt

www

Service Desk


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Request Fulfillment Request Fulfillment is the initial support handling

of contact with IT users.

The purpose of the Request Fulfillment Processis to receive service requests from users and

route each request to the appropriate process forhandling. Some service requests are handled bythe Request Fulfillment Process, whereas manyothers are routed to other processes forfulfillment. Request Fulfillment can be thecontact management process for animplementation of an IT Service Desk (orequivalent).

Sample KPIs

- User satisfaction with IT handling of

Incidents

Service requests Requests for information

- Number of contacts handled

Percent handled by the first line of

support- Time to completion of service goal

IncidentMgmt

RequestFulfillment

Configuration Mgmt

Service Level Mgmt

ServiceDesk

IBM Gl b l T h l S i
http://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/service_request_2D102EC.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/service_request_2D102EC.html


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Incident Management Incident Management provides rapid

response to possible service disruptions.

The purpose of the Incident Managementprocess is to focus on the restoration of aservice affected by any real or potentialinterruption which has impact upon thequality of that service.

Sample KPIs

- Number of incidents opened, closed, andpending (by severity level)

- Percent of incidents closed with automatedresponses against manual responses

- Percent of incidents closed using existingdocumentation (known errors)

Event MgmtConsole

IncidentMgmt

RequestFulfillment

ProblemMgmt

ChangeMgmt

Configuration Mgmt

Service Level Mgmt

ServiceDesk

IBM Gl b l T h l S i


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Problem Management Problem Management identifies and

resolves the root causes of servicedisruptions.

The purpose of the Problem Managementprocess is to resolve problems affectingthe IT service, both reactively andproactively. Problem Management findstrends in incidents, groups those incidents

into problems, identifies the root causes ofproblems, and initiates change requests(RFCs) against those problems.

Sample KPIs

- Number of known problems eliminated

- Status of change requests created to

eliminate known problems- Historical number of incidents eliminated

through problem elimination

- Number of known errors (with workarounds)added to the known error database

- Percent of incidents related to knownproblems

IncidentMgmt

ProblemMgmt

ChangeMgmt

Configuration Mgmt

http://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/problem_CABEBF7F.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/incident_7281F9DD.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/change_request_F11FE8E6.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/change_request_F11FE8E6.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/change_request_F11FE8E6.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/change_request_F11FE8E6.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/incident_7281F9DD.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/problem_CABEBF7F.html


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Change Management The purpose of the Change Management

process is to achieve the successful introductionof changes to an IT system or environment.

Success is measured as a balance of the

timeliness and completeness of changeimplementation, the cost of implementation, andthe minimization of disruption caused in thetarget system or environment.

The process also ensures that appropriatedetails of changes to IT resources (assets, CIs)

are recorded.

Sample KPIs

- Customer satisfaction with the timeliness andvalue of the change approval process

- Percent of emergency changes

- Percent of change requests needing revision

- Percent of approved changes completed asplanned and scheduled

- Number of Incidents due to Approvedchanges and Non-approved changes

IncidentMgmt

ProblemMgmt

ChangeMgmt

ReleaseMgmt

Configuration Mgmt

Service Level Mgmt



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Release Management Release Management is the controlled

deployment of approved changes withinthe IT infrastructure.

The purpose of the Release Managementprocess is to prepare and finalizerelease packages that are fit fordeployment so that optimal business valuewill be attained when deployment occurs.

Sample KPIs

- Customer satisfaction with the value andquality of releases

- Percent of releases Completed as planned and scheduled

Rescheduled or delayed

Needing revision

- Number of incidents caused by a release

IncidentMgmt

ChangeMgmt

ReleaseMgmt

Configuration Mgmt

http://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/release_6146D4A6.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/release_6146D4A6.html


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Configuration Management

Configuration Management identifies,controls, and maintains all elements in theIT infrastructure called ConfigurationItems.

The purpose of the ConfigurationManagement process is to maintain theintegrity of the configuration item (CI)employed in, or related to, IT systems and

infrastructure, and to provide accurateinformation about CIs and theirrelationships.

Sample KPIs

- Satisfaction of related processes with CMSaccuracy, completeness, and usefulness

- Percent of IT-controlled CIs represented inthe CMS

- Number of updates made to the CMS

- Number of inaccuracies discovered in CMSdata

IncidentMgmt

RequestFulfillment

ProblemMgmt

ChangeMgmt

ReleaseMgmt

Configuration Mgmt
http://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/configuration_item_CB353BD7.htmlhttp://f/Program%20Files/IBM/IBM%20Tivoli%20Unified%20Process%207.1.3/itup/guidances/termdefinitions/configuration_item_CB353BD7.html


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From Best Practice to Implementation



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ITSM Implementation Challenges

Once you decide to implement an ITSM solution, the questions are:

- Where to begin?

- How to determine where you are?

- How to determine where you want to be?

- How to get to where you want to be?

How to determine your ITSMs "pain points" and gaps between theory and current

reality? How to translate the ITIL framework and best practices into a design that can be

implemented?

How to customize ITIL best practices for your IT operational processes andprocedures?

How to train your staff to internalize ITSM and ITIL best practices?

How to learn from other customer successes and failures?

..



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G oba ec o ogy Se ces


5 Steps to Plan for ITSM ImplementationT h e f i rs t t w o s t e p s e s t a b l i s h a b a s i s fo r t h e I T SM d e s i g n p h a s e s .

Awareness &Awareness &

TrainingTraining AssessmentAssessment

RoadmapRoadmapPlanningPlanning

ProcessProcess

DesignDesign

OrganizationOrganizationDesignDesign

ArchitectureArchitecture

DesignDesign

ImplementationImplementationDetailedDetailed

ToolTool

DesignDesign

Awareness

& Training

Strategy

& Plan

Design Detailed

Design

Implementation

A well defined process for ITSM assessment and planning, and lesA well defined process for ITSM assessment and planning, and lesson learned from other implementationsson learned from other implementationscan save you a lot of time and money.can save you a lot of time and money.

High Level ToolHigh Level Tool

DesignDesign



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gy


Step 1: Awareness and Training

Understanding ITSM and ITIL processes is critical to theassessment and planning of IT Service Management.

- ITSM concept, objectives, process definitions, activities,

terminologies, relationships, roles, and responsibilities.- Advantages and benefits of using IT Infrastructure Library (ITIL)

and IBM Process Reference Model for IT (PRM-IT) processmodels.

- Key success factors and considerations for the implementation ofITSM based processes.

The IBM Tivoli Unified Process Composer is a customizableprocess model that offers detailed content and tooling to

enable content customization, extension, and publishing.


TrainingTraining



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gy


In addition to ITIL training, a well planned communications campaignhelps instill awareness and cultural change



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Step 2: ITSM Assessment

The success of every IT Service Management implementationproject is dependent on a combination of people, process, andtechnology. Understanding the current organizationalcapabilities, status and issues is critical to identify areas fordevelopment.

This Assessment workshop draws inputs from executives,managers and IT professionals to baseline the currentenvironment. It establishes the current status, the target and

the roadmap. The results of benchmarking and reviews lead to identification

of gaps in terms of people, process and technology issues.

The ITSM assessment maybe based upon:

- ISO/IEC 20000

- COBIT

- ITIL Maturity Matrix

- ISM Adoption Model

AssessmentAssessment

RoadmapRoadmap

PlanningPlanning



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Sample assessment results

6.5 Capacity Management

0%

20%

40%

60%

80%

100%

Plan

Do

Check

Act

Max Score Assessment Score

ISO/IEC 20000 Assessment Result

COBIT levels of maturity



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Step 3: Design

Key requirements are first captured through collaborativediscussions, these include:

- Key Business Drivers

- IT Service Management Objectives

- IT Service Management Requirements

- Key Value Propositions

- Critical Capabilities- Critical Success Factors

- Issues

Designs are then developed for the Process, Organization,

and Architecture.

At this stage, a high level design of the tool is also defined.

ProcessProcess

DesignDesign

OrganizationOrganization

DesignDesign

ArchitectureArchitecture

DesignDesign


DesignDesign


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Sample of Functional Architecture Design



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Sample Process Design (Workflow)

Operational workflow - Making ITIL Actionable

Tools

Process

Owner

Incident

Analyst

IncidentManager

Customer

SupportRep

External

Pro

cess

User



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Step 4: Detailed Design

Detailed tools design will include the configuration of the tool,the design of reports, and construction of interfaces.

Detailed tool integrations need to be addressed.

This phase will also incorporate system and user acceptancetesting.

This provides the basis for the next step of implementation.

DetailedDetailed

ToolTool

DesignDesign



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Example of process integration with tools

FrameRelay DTEDLCI Status Change

Link Down

C

C

NetViewNetView

NodeDown

C CNetView NetViewNodeUp

Link Up

Shutdown Notif ication

S

S

S

S S

FrameRelay DTEDLCI Status Change

Link Down

C

C

NetViewNetView

NodeDown

C CNetView NetViewNodeUp

Link Up

Shutdown Notif ication

S

S

S

S S

Problem Notification

Root Cause Analysis



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Step 5: Implementation

Implementation Planning prepares the organization and alignresources for the implementation and deployment. Typicalactivities include:

- Mapping the process roles to the functional roles- Training the staff on the new processes

- Tools training

User Acceptance Testing and sign-off for any new tools

Move to production

Monitor and report on the process KPIs

Management to conduct periodic reviews

Develop Service Improvement Programs for any areas whereKPIs / SLAs are not being met

ImplementationImplementation



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IBMs Accelerator Solutions for Tivoli delivers faster time-to-

value


TrainingTraining AssessmentAssessment

RoadmapRoadmap

PlanningPlanning

ProcessProcess

DesignDesign

OrganizationOrganization

DesignDesign

ArchitectureArchitectureDesignDesign

ImplementationImplementationDetailed ToolDetailed Tool

DesignDesign

Awareness

& Training

Strategy

& Plan

Design Detailed

Design

Implementation


DesignDesign

Accelerator fast-t racks design

and implementation



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What does an Accelerator have that is not already includedin the software?

Project plan

Base code

validation

procedure

Technical

support

procedure

Maintenance

activity

review

Organization

change

management

considerations

Bill of

materials

Customized

code

Model

training

plan

Solution

documentation

Technical

support

Personalized

code

installation

Model

organization

communication

plan

Teach the

teacher

training

workshop

Completed

personalization

worksheet

Personalization

collection

workshop

Solution

architecture

Organization

considerations

planning

workshop


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Putting things together



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In our experience we see five common phases that manyorganizations go through in building their ITSM architecture

1Provide essential resource availability moni toring and basic event management

Implement system management tools and processes with basic event management

Basic Configuration information should exist to support component identification

Effectively manage IT services to the users

Implement Service Desk solution with Request Fulfillment, Incident Mgmt and

Knowledge Base with basic Problem, Change, Release and Configuration Mgmt.

2

Ensure that IT Configuration Items and Assets are managed

IT asset management, configuration management, advanced changemanagement & device auto-discovery functions3

Provide enterprise-view of IT capacity and availabil ity against SLAs

Implement an integrated IT dashboard for proactive operational monitoring

Advanced correlation of events to allow automated diagnosis and recovery4

Provide integrated IT & business performance monitoring

Implement an integrated IT & business dashboard to supportmanagement reporting of business-aligned KPIs and continuousimprovement

5

Progressively

implement

KPIs

Service LevelAgreements

leading to

continuous

improvement

Service Management Workshop

Documents

Transcript of Service Management Workshop