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Service

Support

IT Infrastructure Library (ITIL)

Business IT

Alignment

Mission Statement
Mission
Statement
Strategy
Strategy
Tactics Planning
Tactics
Planning

Service

Delivery

Operations day-to-day
Operations
day-to-day

SLA

IT Service Management Overview

SPOC

IT SCM IT Service Continuity Mngt

SLA Service Level Agreement SLM Service Level Mngt

Availability Mngt

Capacity Mngt

CM

AM

SLM SERVICE DELIVERY AM CM IT SCM FINANCE
SLM
SERVICE
DELIVERY
AM
CM
IT SCM
FINANCE
SD SERVICE SUPPORT IM PROBLEM CH REL CONFIGURATION
SD
SERVICE
SUPPORT
IM
PROBLEM
CH
REL
CONFIGURATION
SD SERVICE SUPPORT IM PROBLEM CH REL CONFIGURATION BUSINESS (Customer) User User User SPOC Single Point

BUSINESS (Customer)

User

User

User

REL CONFIGURATION BUSINESS (Customer) User User User SPOC Single Point of Contact SD Service Desk IM

SPOC Single Point of Contact SD Service Desk IM Incident Mngt CH Change Mngt REL Release Mngt

Find Root cause & temp fix workaround OR permanent fix

ERROR CONTROL

PM

One or more incidents with unknown cause

Problem & Error Control

STOP

CHANGE MANAGEMENT

RRS

PM

KNOWN ERROR YES If business PM case to fix? PROBLEM CONTROL NO
KNOWN
ERROR
YES
If business
PM
case to
fix?
PROBLEM CONTROL
NO
PROBLEM DB
PROBLEM
DB

PM

P M PROBLEM

PROBLEM

PROBLEM
to fix? PROBLEM CONTROL NO PROBLEM DB P M PROBLEM SD / IM USER INCIDENT IM
to fix? PROBLEM CONTROL NO PROBLEM DB P M PROBLEM SD / IM USER INCIDENT IM
to fix? PROBLEM CONTROL NO PROBLEM DB P M PROBLEM SD / IM USER INCIDENT IM
SD / IM USER INCIDENT IM INCIDENT DB
SD / IM
USER
INCIDENT
IM
INCIDENT
DB

Raise RFC

PM KE DB Description & Solution in plain English
PM
KE DB
Description
& Solution
in plain
English
PM KE DB Description & Solution in plain English IM PM Created by Neevia Personal Converter
IM PM
IM
PM

Created by Neevia Personal Converter trial version http://www.neevia.com

SD
SD

Training Plan for Service Desk Agent

1. Health & Safety

2. Data Protection

3. Custom Service Skills

4. Business Awareness

5. IT skills in supported applications

6. How to use the Service Desk tools (e.g. Clarify)

7. Service Desk procedures

8. SLAs being supported

9. Baseline fixes (e.g. passwords)

10. Contacts & hand0offs to IT Support Manager & Suppliers

11. Overview of ITIL’s view of IT Support Managers

SD
SD

Service Desk Activities

Single Point of Contact

Log all Incidents

Resolve Incidents using KE DB

Escalation

Service Requirements

Reporting Trends

Workarounds

Monitor

Track

Information Requests

Categorisation

Prioritisation

Closure

Refer to Second Line

First Investigation

First Diagnosis

Recovery

Keep User Informed

The Service Desk Personality

Patience Communicative Forthright Condescending Aggressive Technical Specialist Confidence Enthusiastic Friendly
Patience Communicative Forthright Condescending Aggressive Technical Specialist Confidence Enthusiastic Friendly

Patience

Communicative

Forthright Condescending Aggressive Technical Specialist

Confidence

Enthusiastic

Friendly

 

Empathetic

Assertive

Literate

Numerate

Honest

SD IM PM
SD IM
PM

Classification

Categorisation of an Incident

E.g. Hardware, Software, Documentation, User Error

Prioritisation of that Incident

Documentation, User Error Prioritisation of that Incident Influenced by EFFECT What will it be on the
Documentation, User Error Prioritisation of that Incident Influenced by EFFECT What will it be on the

Influenced by

User Error Prioritisation of that Incident Influenced by EFFECT What will it be on the business

EFFECT

What will it be on the business and number of users?

SPEED

How quickly is a fix needed?

High

1

2

3

Low

users? SPEED How quickly is a fix needed? High 1 2 3 Low High Low 1

High

Low

1

2

3

Priority

   

1

1

2

1

2

3

2

3

3

PM
PM

Known Error

An error is only a KNOWN ERROR when…

Root Cause

Temporary Fix

Permanent Fix

 

 

&

OR

 

 

Problem Activities

Reactive

Proactive

Problem Control Error Control Major Incident Support

Management Information Major Problem Review

CH
CH

Change Advisory Board (CAB) Members

Business and IT

Chair

Change Manager

IT

Service Desk Manager Problem manager Application Manager Operations Manager Security Manager

Representatives

Business

Senior Users Finance Representatives As Appropriate

Representatives

Outputs from CAB Meetings

CAB Minutes

Forward Schedule of Change (FCS) – Gantt Table (3-6 months out)

Projected Service Availability (PSA) – Gantt table (3-6 months out)

CH
CH

Category

Category

Notes

Assessor/Approver

 

Affects few Users

 

Affects single service

Low or no cost

MINOR

Little implementation resource

Change Manager

Low risk

Significant

Between MINOR and MAJOR

CAB

 

Affects many Users

 

Affects several services

Substantial cost

MAJOR

Require implementation teams

Executive Management (Board)

High risk

Usually a project

CFig
CFig

1. Planning

Configuration Activities

2. Identification of Configuration item (CI)

3. Control

4. Status Accounting

5. Verification & Audit

IT Infrastructure

Hardware

 

Process &

Software

Software Procedure

Procedure

Technical

Documentation

Documentation

Diagrams

Diagrams

IT Staff

Organisational

Charts

CFig
CFig

Hardware configuration

Configuration Attributes

An example could be a PC:

Processor Type/Speed MemoryConfiguration Attributes An example could be a PC: Disks Network IP MAC Hub Port # •

Disks Network
Disks
Network

IP could be a PC: Processor Type/Speed Memory Disks Network MAC Hub Port # • Serial Number

MAC

Hub Port #be a PC: Processor Type/Speed Memory Disks Network IP MAC • Serial Number / Model Number

Serial Number / Model Number / Asset Number

Operating System

Location / User

Date of Purchase /Warranty Period

Supplier / Support Contact Details

Type of Support

Service History

Audit Trail

Incident #s

Problem #sof Support • Service History • Audit Trail Incident #s RFCs • Business Unit as Owner

• Service History • Audit Trail Incident #s Problem #s RFCs • Business Unit as Owner

RFCs

Business Unit as Owner

Purchase Price

CI Variant information – e.g. the keyboard is French

Fin
Fin

ABC of Finance

Mandatory
Mandatory
Fin ABC of Finance Mandatory Optional ransfer ardware xternal oftware eople ccommodation Cost Types Main Frame
Fin ABC of Finance Mandatory Optional ransfer ardware xternal oftware eople ccommodation Cost Types Main Frame

Optional

ransferFin ABC of Finance Mandatory Optional ardware xternal oftware eople ccommodation Cost Types Main Frame Server

ardware xternal oftware
ardware
xternal
oftware

eopleMandatory Optional ransfer ardware xternal oftware ccommodation Cost Types Main Frame Server Desk Top Network

ccommodationMandatory Optional ransfer ardware xternal oftware eople Cost Types Main Frame Server Desk Top Network Operating

Cost Types

Main Frame

Server

Desk Top

Network

Operating System

Applications

Utility

Cost

Elements

ITSCM
ITSCM
ITSCM Recovery >72 Hours Empty Computer Space Remote Centre (External) / Portable 24-72 Hours Filled Computer
ITSCM Recovery >72 Hours Empty Computer Space Remote Centre (External) / Portable 24-72 Hours Filled Computer
ITSCM Recovery >72 Hours Empty Computer Space Remote Centre (External) / Portable 24-72 Hours Filled Computer

Recovery

ITSCM Recovery >72 Hours Empty Computer Space Remote Centre (External) / Portable 24-72 Hours Filled Computer

>72 Hours Empty Computer Space Remote Centre (External) / Portable

Empty Computer Space Remote Centre (External) / Portable 24-72 Hours Filled Computer Space – No Data

24-72 Hours Filled Computer Space – No Data Remote Centre (External) / Portable

Space – No Data Remote Centre (External) / Portable 0-8 Hours Filled Computer Space with Data

0-8 Hours Filled Computer Space with Data Remote Centre (External)

ITSCM
ITSCM

Methodology for Managing Risk

ITSCM Methodology for Managing Risk C I N A T S A N A K L
ITSCM Methodology for Managing Risk C I N A T S A N A K L
ITSCM Methodology for Managing Risk C I N A T S A N A K L
ITSCM Methodology for Managing Risk C I N A T S A N A K L

C

I

N

A

T

S

A

N

A

K

L

A

 

Y

G

S

E

I

M

S

E

 

N

T

Y G S E I M S E   N T & E T H O

&

E

T

H

O

D

O

L

O

G

Y

CM
CM

Examples:

Call at Service Desk

CPU Utilisation

Network Bandwidth Utilisation

Connects to Server

Demand

Frequency

Threshold 0700 1000 1300 1700
Threshold
0700
1000
1300
1700

Time

An alert will trigger when the demand is about to exceed the capacity

AM
AM

A

B

C

Services

XX

XY

TOTAL

Component Failure Impact Analysis (CFIA)

Components (CIs)

#1

#2

#3

- n

#n TOTAL

 

 

9

 

 

24

 

   

18

   

21

 

11

23

8

40
40

7

1

 

Each component can be assessed to see how many services depend on it. From here, each component can be weighted to highlight the high impact components.

E.g. If #3 breaks down, this will have a high impact on many services

AM
AM

Fault Tree Analysis

A B G ROUTER SERVER C SERVER D F H E L I ROUTER =
A
B
G
ROUTER
SERVER
C
SERVER
D
F
H
E
L
I ROUTER
= Single Point of Failure
J
K
ROUTER
M
N
O
P
Q
SERVER
SERVER
R

The Fault Analysis Tree uses Boolean Logic (AND / OR) whereby the components can or cannot be used depending on the location of the fault.

AM
AM

Managed

through

OLAs

(Operational

Level

Agreements)

Considerations

A vailability R Resource esilience Capacity Management R eliability M aintainability S Managed erviceability
A
vailability
R
Resource
esilience
Capacity
Management
R
eliability
M
aintainability
S
Managed
erviceability
through UCs
(Underpinning
Contracts)
S
CIA –
ecurity
Confidentiality
Integrity
Availability
AM
AM

% Availability =

Calculating Availability Agreed Service Time Down Time Agreed Service Time
Calculating Availability
Agreed Service
Time
Down Time
Agreed Service
Time

Example:

AST = 40 Hrs

Therefore:

% Availability =

DT = 20Hrs

40

2

40

 

38

=

 

40

=

95 %

X 100 %

X 100 %

X 100 %

AM
AM

Summary of Responsibilities to Produce and Maintain

Design for Availability

Manage Availability

Component Failure Impact Analysis (CFIA)

Service Outage Analysis (SOA)

Fault Tree

Analysis (FTA)

Technical Observation Post (TOP)

Note! RISK is found in Change Management, Availability Management and IT Service Continuity Management.

Quick Reference Key Words

SERVICE DESK

Function not a Process

Central Point of Contact – Increase user perception and satisfaction

Support for business goals

Log ALL Incidents

Provide First Line support

Second Line support – Generalists / Ops Support

Third Line support – Specialists

Produce measurement metrics

Categorise Incidents

INCIDENT MANAGEMENT

Incident is an event not part of standard service

Incident causes disruption

Incident causes a reduction in service

An incident has a ‘Life Cycle’

1. Detection and Recording

2. Classifiaction and Support

3. Investigation and Diagnosis

4. Resolutioon and Recovery

5. Closure

Note! The Expanded Incident Life Cycle is part of AVAILABILITY MANAGEMENT

and focuses on the Availability of the system MTBSI, MTTR, MTBF.

IMPACT = EFFECT URGENCY = SPEED PRIORITY = Based on IMPACT and URGENCY

ESCALATION

1. Functional -

Across support teams (Competence)

2. Hierarchical

-

Up Management line (Authority)

 

PROBLEM MANAGEMENT

Problem is unknown underlying cause of one or more incidents.

Known Error is when the root cause is known and a workaround has been found.

To find the root cause we need to undertake ROOT CAUSE ANALYSIS. Two main elements of Problem Management

1. Error Control

2. Problem Control

Proactive as well as Reactive – Known Error Database RFC are required to resolve Known Errors

 

CONFIGURATION MANAGEMENT

All CIs are held in a CMDB this is NOT the DSL

Configuration Items are RECORDS and as such are made up of ATTRIBUTES There are always 2 Key Attributes

1. Unique Identifier

2. CI Type ID

3. There may be a VARIANT attribute

CMDB is not an ASSET register because CMDB records RELATIONSHIPS between CIs (Parent-Child). The Base Level is the lowest level, which CIs are UNIQUELY identified. The Baseline is a SNAPSHOT in time of the CMDB.

Status Accounting is the reporting of all current and historical data of each CI. e.g. Life Cycle of hardware component

1. Ordered

2. Delivered

3. Tested

4. Installed

5. Under Repair

6. Retired

 

CHANGE MANAGEMENT

Requests For Change – details of requested change Forward Schedule of Changes – details of changes scheduled for implementation

Projected Service Availability – details of changes to agreed SLA’s because of FSC Change Category

1. MINOR – Change Manager approval

2. SIGNIFICANT – Change Advisory Board approval

3. MAJOR – Board approval

4. URGENT/EMERGENCY – CAB/Emergency Committee (EC) approval

Change Process

1. Register, Accept, Prioritise

2. Category, Authorise

3. Build, Test, Schedule

Note! Not necessarily FULL testing

4. Implement, Back out

5. Review, Close

 

RELEASE MANAGEMENT

Overall HOLISTIC view of a change to an IT service (Roll Out)

Definitive Software Library – Library where ALL authorised versions of software are stored and protected. A Physical library or storage repository where master copies of software versions are kept. This one logical store may consist of one or more physical software libraries or filestores.

Definitive Hardware Store – An area set aside for the secure storage of definitive hardware spares.

Release definitions

1. Release - a collection of authorised changes to an IT service

2. Release Unit Portion of IT Infrastructure normally released together

3. Roll-out – deliver, install and commission an integrated set of new or changed CIs across logical or physical parts of the organisation.

Release Types

1. Delta – Partial release of CI’s that have changed or are new since last release.

2. Package – Individual releases FULL units, DELTA or both are grouped together to form a Package Release.

3. Full – All components of the release unit are built, tested, distributed and implemented together.

 

SERVICE LEVEL MANAGEMENT

Service Catalogue is a list of offerings Service Level Requirements deals with AMOUNTS (response Metrics) Service Level Agreement is a CLIENT / SUPPLIER Non Technical document NOT a Contract Operational Level Agreement Internal Technical or Non Technical document Underpinning Contract is with 3rd Partys Cost Focus Demings Quality Circle – Plan Do Check Act

 

Financial Management for IT Services

A COST MODEL must be defined and agreed BEFORE you can CHARGE CHARGE Types

1. At Cost

2. Cost Plus

3. Going Rate

4. Market Rate

5. Fixed Price

An OVERHEAD is the TOTAL cost of INDIRECT materials e.g. Wages and Expenses CAPITAL Costs apply to Fixed Substantial assets of the organisation e.g. Building OPERATIONAL Costs result from Day to Day running of IT Services section e.g. Staff Costs DIRECT Costs are those that can be traced in FULL to a product, service, cost centre or department e.g. direct wages of a member of Staff or Staff Type i.e. Contractors INDIRET costs cannot be traced directly to and in full to a product, service or department. It may be a cost spread across a number of departments. It’s an APPORTIONED cost or OVERHEAD. Cost Types – THE SPA

Efficiency and Effectiveness are related to COST.

CAPACITY MANAGEMENT

Business Capacity Management – FUTURE business requirements Service Capacity Management – CURRENT Service delivery

Resource Capacity Management – UNDERLYING resource components Demand Management – Differential Charging Modelling

1. TREND

2. ANALYTICAL

3. SIMULATION

4. BASELINE (What if?)

Application Sizing – Supply v Demand, Cost v Capacity There are Capacity THRESHOLDS that when exceeded generate ALERTS

 

IT SERVICE CONTINUITY MANAGEMENT

Reduction in the VULNERABILITY of the IT service RISK Analysis – Threats to assets CRAMM Countermeasures – Recovery Options

1. Do Nothing

2. Manual Backup

3. Reciprocal Arrangements

4. COLD

Gradual Recovery > 72 hrs

5. WARM

Intermediate Recovery 24 to 72 hrs

6. HOT

Immediate recovery 0 to 8 hrs

Note! Cold, Warm and Hot recovery options should be at a REMOTE location Increases customer confidence and can reduce Insurance premiums.

 

AVAILABILITY MANAGEMENT

ABILITY but NOT VULNERABILITY

Availability of service Reliability – Maintainability} Serviceability

 

OLA Managed

SLA Managed

Security is Confidence, Integrity and Availability