ITS Remedy Services ITIL: Information Technology Infrastructure Library

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ITS Remedy Services ITIL Information
Technology Infrastructure Library

• ITIL Model Overview and Impact on ITS

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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.

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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

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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.

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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)

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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 customers 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 ofapplies to, for documentationis
  used for, relates the CI to a serviceis a parent
  of.is a child of.

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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.

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ITIL Focus On Service Management

• Service Management Domains

Service Support (short term) Service Delivery (long term)
Service Desk
Incident management Service 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
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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

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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

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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)

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Service Support Problem Management

• Help Desk
  Problem Management
  Change Mgmt

Configuration Management Database (CMDB)
Incident (s)
Request for Change
Known Error
Change
Problem
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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

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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

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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

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ITIL Service Mgmt - Service Support Model
University Faculty, Staff Students as Customers
Events Questions Information
Management tools
Communication Updates Temporary Solutions
Events
Events
Change
Service Desk
New versions
Customer questionnaire reports
Event management
Problem management
Change management
Service reports, Statistics, Events, Audits
Management of new versions
Problem Stats, Analysis of tendencies,
Reports, Diagnostic help, Audits
Configuration management
Change calendar, Change Stats, Change
Exams, Audits
Version Calendar, Version stats, Versions
Exams, Test standards, Audits
Configuration report, Statistics, Politics,
Standards, Audits
CMDB
Events
Changes
New versions
Configuration elements
Problems Known errors
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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.

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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.

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Service Delivery Service Level Management

• Service Level Management
• Defining the Process
• Planning
• Verification
• Implementation
• Executing the Process
• Negotiate Define Contract Monitor Report
  Review

Execution
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ITIL Service Mgmt - Service Delivery Model
University Faculty, Staff Students as Customers
Questions Information
Communication Updates Reports
Availability plan, Conception criteria,
Objectives/limits, Reports, Audits
Needs, Objectives, Realizations
ANS, ENS, ANO, Service reports, Service
Catalogue, PAS, Exceptional reports, Audit Reports
Capacity plan, Objectives/limits,
Reports, Calendars, Audits
Alerts Exceptions, Changes
Financial Plan, Types and templates, Costs and
expenses Reports, budgets, Audits
IT Continuity management, Risk analysis, Control
center, DR contracts, Reports, Audits
Management and infrastructure tools
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UNC Chapel Hill Remedy Implementation
Current Functionality Possible
Future Functionality RFS Request for Service PTS
Project Tracking System CRS Customer Relationship
System CRC Computer Repair Center
UNC Knowledgebase
CMDB
CRS
AUTOMATIC DHCP REGISTRATION
Service Delivery
Service Support
Self-Help Integration w/ RFS
CCI DHCP Registration
PTS
Linkage of request tasks to Individual PTS
projects
Auto-Register
DHCP Server
Request For Service
Crystal Reports Flashboards
PowerPoint www.unc.edu/remedy/presentations/servi
ce_mgmt.ppt About Remedy www.unc.edu/remedy/abo
ut.html
RamShop
Auto-Block
Change Management Application
SLA Management
Tipping Point/ASM
Loaner
CRC
Faculty/Staff/Student Hardware Repair
Initiate Change Requests From RFS
AUTOMATIC DHCP BLOCKING
Helpdesk Incident Management
Service Level Management
Change Management
Asset /Config Management
Problem Mgmt
Security Management