Executive briefing for Service Owners

1
Executive briefing for Service Owners Service
Managers

• Presented by Sue Silkey, Gail Schaplowsky
• and Thelma Simons

2
Answers to your questions

• What are my responsibilities as a Service
  Owner/Manager?
• When should I be contacted/involved in a Major
  Incident?
• What is this Critical Incident procedure I hear
  rumors about?
• How should I be involved in Change Requests?
• How do I get a Problem meeting scheduled?

3
We will review your role in

• Change Management
• Major Incident
• Critical Incident
• Problem Management

4
How your role relates to

• Service Catalog
• Call List
• Other processes being developed

5
Definitions

• Service Manager - The individual(s) who have
  responsibility for ensuring services are
  delivered in accordance with business
  requirements. An IT Service Manager allocates the
  necessary technology resources (staff, expertise,
  tools) to support the service.
• Service Owner - A single individual who
  understands both the technology and the business
  functions of a service and who is accountable for
  the overall technology direction, its suitability
  for meeting business objectives, and its ongoing
  development progression.

6
Definitions

• Business Manager - The individual(s) responsible
  for understanding the needs and the inter-related
  activities of the users of a particular IT
  service.
• Business Owner - A single individual who is
  accountable at a high level for partnering with
  IT in the successful planning, acquisition and
  delivery of a service to achieve institutional
  goals.

7
Change Management

• Challenges
• Timeframe for filing change requests
• Request type review (Local, Scheduled, Urgent,
  Emergency)
• Approvals needed
• Pertinent information in change requests

8
Change Management

• Goals
• Reducing the number of Urgent requests
• No changes made without approved request
• To increase the success rate of changes

9
Change Management

• Service Managers Responsibilities
• Review and approve change requests when
  appropriate (unit manager role)
• Ensure that process is followed
• Service Owners Responsibilities
• Review and approve timing and feasibility of
  change requests
• Ensure Business Owner/Manager is informed
• Ensure that process is followed

10
Definitions

• Incident something I used previously doesnt
  work now
• Major Incident a service a lot of people use
  doesnt work now for many people
• Critical Incident a service or services that
  affects the functionality of the university
  doesnt work now

11
Major Incident Procedure

• Major Incident Procedure is currently under
  review
• How do we decide incident is Major?
• Replicate the issue to determine if more than one
  person is affected
• Determine Impact and Urgency
• Verify with Call List information

12
Major Incident Procedure

• What happens after declaring MI?
• Contacts made support staff, Service Manager,
  Service Owner
• Incident worked on by support staff
• Internal communications support staff provides
  hourly updates (and prompt resolution
  information) to Major Incident Manager.
• MIM updates SCC and Remedy.
• External communications emails to TLs, web
  posting, etc. by SCC

13
Major Incident Procedure

• Service Managers Responsibilities
• Be reachable.
• Assure support staff are assigned to MI.
• Assure regular hourly updates are made to MIM.
• Provide any additional support needed for staff
  working to restore services.
• Assure resolution is promptly reported to MIM.

14
Major Incident Procedure

• Service Owners Responsibilities
• Be reachable
• Inform and update Business Manager and/or
  Business Owner

15
Critical Incident Procedure

• This procedure is being developed
• How might we decide incident is Critical?
• Service on Critical Services list (Critical field
  will be added to call list)
• In consultation with the Service Owner and/or
  Service Manager

16
Critical Incident Procedure

• What happens after declaring Critical?
• Critical Incident Response Team (CIRT) activated
  by Critical Incident Manager
• Incident worked on by support staff
• Internal communications support staff or
  designee provide updates to CIRT team every 30
  minutes and at resolution
• External communications emails to TLs or all
  campus, web posting, voicemail to all campus,
  etc. initiated by SCC.

17
Critical Incident Procedure

• Service Managers Responsibilities
• Be reachable
• Confirm Incident should be classified as CI
• Provide list of staff to attend CIRT
• Assure support staff are assigned
• Provide any additional support for your staff
• Assure regular 30 minute updates to CIM
• Attend CIRT meeting
• Lead CIRT in troubleshooting discussion
• Assure resolution info if promptly reported to CIM

18
Critical Incident Procedure

• Service Owners Responsibilities
• Be reachable
• Inform and provide regular updates to Business
  Manager/Business Owner
• May attend CIRT meeting

19
Problem Management

• Definition
• Incident something I used previously doesnt
  work now
• Problem - multiple incidents with common
  symptoms, or one single significant incident,
  indicative of a single error, for which the cause
  is unknown.

20
Problem Management

• Who declares a problem?
• Service Owner/Manager
• Donna
• Problem Manager (Sue or Thelma)
• Major Incident Manager
• How is a problem addressed?
• Priority meeting scheduled with all involved
  staff
• Problem reviewed, root cause identified, problem
  resolved

21
Problem Management

• Service Managers Responsibilities
• Work with Service Owner and Problem Manager to
  raise issue to problem status
• Participate in Problem meeting
• Identify others who should participate
• Service Owners Responsibilities
• Work with Service Manager and Problem Manager to
  raise issue to problem status
• Participate in Problem meeting
• Identify others who should participate

22
Call list

• What is it?
• Where is it?
• www.technology.ku.edu/calllist
• Who uses it?
• When is it used?
• Service Owner/Manager Responsibilities
• Ensure accurate information

23
Service Catalog

• What is it?
• Where is it?
• www.technology.ku.edu/catalog
• Who uses it?
• When is it used?
• Service Owner/Manager Responsibilities
• Ensure accurate information

24
Service Catalog

• Goals
• Improve level of information provided
• Identify people responsible for updating entries
• Move toward Service Level Agreements (SLAs)

25
Other processes

• Configuration Management
• Drafted, in review and approve stage
• Concept Review
• Provides information for Incident, Problem and
  Change Management
• Release Management
• Being drafted
• Interacts with Change Management, Project
  Management, Configuration Management

26
Questions?