IT Infrastructure Library ITIL a top down approach

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IT Infrastructure Library (ITIL) a top down
approach

• Delivering IT Service Management
• through the Service Desk
• John Elliott Service Manager

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What is ITSM

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology
  systems.
• Focuses on the customer's perspective of IT's
  contribution to the University.
• ITSM stands in deliberate contrast to
  technology-centered approaches to IT management
  and University interaction.
• The following represents a characteristic
  statement from the ITSM literature
• Providers of IT services can no longer afford to
  focus on technology and their internal
  organization, they now have to consider the
  quality of the services they provide and focus on
  the relationship with customers.

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Introduction

• Cardiffs Main ITSM Objectives
• Alignment of IT services with current and future
  business needs
• Excellence Today (Quality)
• Creating New Futures
• Reduction of long-term service provision costs
  (Lean Thinking approach - Identify levels of
  waste, refine, automate process where possible)

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ITIL Definition

• Information Technology Infrastructure Library
• The Information Technology Infrastructure Library
  (ITIL) is a customisable framework of best
  practices that promote quality computing services
  in the information technology sector. ITIL
  addresses the organisational structure and skill
  requirements for an IT organisation by presenting
  a comprehensive set of management procedures with
  which an organisation can manage its IT
  operations.

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ITIL Framework
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• The Challenges
• Understanding and Acceptance of IT Service
  Management
• Understanding and Acceptance of ITIL
• Managing the Culture Change
• How do we meet these challenges?
• Through training and agreement, agreement,
  agreement

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Realisation Snapshot of Service DeskSept 2005
- August 2006

• Calls logged Sept 2005 - August 2006
• Typical number of calls open in RMS
• Phone calls received
• emails processed
• Walk-in visits received each month
• Video conferences coordinated by insrvConnect
  staff since April 2006
• Percentage of calls resolved by the desk team at
  the point of call
• Written complaints received

• 26,100
• 1,052
• 26,000
• 30,000
• 500
• 120
• 85
• 10

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Realisation September 2006

• Q. How could the existing Service Desk deal with
  future demands?
• A. It could not in its current form given the
  existing variance of working practices
• Technical Silos
• Varied Working Practices
• Poor Communication between some groups

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How do we resolve this situation?
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• Starting The Journey First Steps
• Nov 06 - Project proposal and presentation to the
  insrv Board to adopt ITSM ITIL principles
• approved
• action plan agreed
• replacement of current RMS Service Desk seen as
  key requirement to success
• The Service Desk provides the functionality to
  deliver the ITIL processes
• Dec 06 - Briefing Presentation to Staff
• Dec 06/Jan 07 - Engagement Meetings

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Continuing The Journey Our Path to Success

• Redefine Services
• Service Definition
• Delivery of Expectations (Of Our Customers)
• Service Charter
• Team Agreements (To Resolve Problems)
• Service Operational Level Agreements
• ITSM Operational Engagement Meetings

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Improvements undertaken on the existing Service
Desk

• Improved Communication Management of Incidents
  Problems
• Review of Incident/Problem Management Procedures
• Development of Telephone Incident/Problem
  Announcements
• Implementation of Instant Messaging Chat Rooms
• Introduction of Shared Workspace Collaboration
  Tools
• Integrating Learning Points
• Raising awareness of issues to staff and students
• insrvStatus Page

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Futures The New Service Desk - Our Path to
Success

• What Provision of Help Self Service Do We Want
  For Our Staff and Students?
• Portal Self Service
• Ability to Log and View Calls
• Accessibility of FAQs in Response to Support
  Calls
• Access to an Information Specialist in Real Time
• Ability to Change Passwords On-line Remotely

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Futures The New Service Desk - Our Path to
Success

• Automation
• Improved Management Reporting Trend Analysis
  (Dashboard)
• Common Practices and Standards
• Technical Services Taxonomy
• Management of Changes (Change Calendar)
• Asset Inventory Systems Monitoring
• Central Repository of Knowledge
• Self Service
• Distributed IT Support

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Achievements To Date

• The Achievement of Key Goals
• Acceptance that ITSM/ITIL is key to delivering
  Quality Service Support
• Revised Service Definitions
• Service Level and Operational Level Agreement
  templates written
• April 07 - European tender issued
• May 07 - Configuration Change Management
  Handbooks produced
• June 07 - Currently evaluating tender returns
• June 07 Release Management Handbook

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Some Useful ITIL links

• http//www.jiscinfonet.ac.uk/InfoKits/process-revi
  ew/itil
• http//www.itil.co.uk - Official site from the
  OGC
• http//www.itilcommunity.com - The ITIL User
  Group
• http//www.itlibrary.org ( http//www.itlibrary.or
  g/ ) - ITIL Wiki Site (Open Initiative)
• http//becta.org.uk/fits/ - BECTA Framework for
  ICT Technical Support

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Questions