ITIL 4 - Practices | Slides UNIVERSIDAD PERUANA DEA CICENCIAS APLICADAS
- 1. SI710 IT Management Professor: Eng. Ronald Mejía
- 2. ITIL 4 - Practices A practice is a set of organizational resources designed to get a job done or accomplish a goal. These resources are grouped into the four dimensions of service management. 2
- 3. Service Desk The purpose is to capture the demand for resolution of incidents and service requests. It is the only point of contact for all Users to provide the services.
- 4. How the Service Desk works 1st level Service Desk Team Resident Technicians servers Database Communications Operations Software maintenance 2nd / 3rd Level Support Teams HW and SW providers call center Service Portal Email Corporate Headquarters chatbot
- 5. Service Desk • This practice is managed and deployed by multiple physical teams working in shifts, virtually connected people, automated technology, and bot. The functions are the same regardless of the model adopted. • A key point to understand is that no matter how efficient the service desk and its people are, there will always be issues that need to be escalated and supported by other teams. • Support teams need to work closely with the service desk to provide a solution that includes users and customers
- 6. Activities (PROCESS) 1. Reception and registration 2. Prioritize and Classify 3. Diagnosis and solution by the first level 4. Escalate to responsible group 5. Order Tracking 6. Inform the user of the status of their order. 7. Inform the solution and confirm user’s satisfaction. 8. Close the order 9. Service survey (PEOPLE) 1. Soft skills: effective communication, empathy, willingness to serve, negotiation with users, etc. 2. Technical knowledge: at an intermediate level, technologies used in the company, analytical capability, etc. 3. Permanent training. 4. Roles: manager, supervisors, analysts, etc. 5. Support teams: to escalate request not resolved at 1st level. Service Desk (Capture User demand) - Resources (4P’s) Technology (PRODUCT) 1. chatbot 2. Customer service system 3. Telephone systems 4. PC, mobile, phones, etc.. 5. Knowledge base / Known errors 6. Remote access sw / Diagnostic tools 7. Service catalogue SUPPLIER/PROVIDERS 1. Providers of technology used in the company 2. Service level agreements SLA's. 3. formal contract 4. Budget
- 7. 7 Service Desk • Prepare reports of the requests received and quality of care. • Provide information to IT Management to improve service management. • Give information that helps user training programs. • Support to identify problems. • Metrics: Call abandonment rate Percentage of calls resolved by the first level of care. Average incident solution time Average cost of care per incident Percentage of services within the agreed SLA average call time
- 8. Service Desk - dashboard
- 9. 9 ACTIVITY #02: Building a Service Desk (45 min.) • Work in groups, follow instructions provided in the activity document. Upload your document in Blackboard.
- 10. Incident Management • Incident: Unplanned interruption or reduction in quality of Service. • The purpose of incident management practices is to minimize the negative impact of incidents in order to restore normal service operation as quickly as possible. Examples: • uPlanner is very slow. • Blackboard Collaborate is down. • Internet access is not available. • My PC is inoperative. • Etc.
- 11. Incident Management • Purpose of Incident Management: o Restore the affected service, as soon as possible and according to the priority for the business and the respective agreed service levels. o Minimize the impact of an incident on the business. o Keep the user informed about the status of an incident: estimated solution times, escalations, etc. o Ensure compliance with service levels: quality, times, availability. o Identify service improvements proactively. o Collect service management information.
- 12. Incident Management Life cycle of an incident: 1. Detection and Registration o User notification can be done in several ways. o The proper recording of incident information can greatly help the efficiency of the incident solution process: data to speed up the solution, attention process, data for service statistics, etc. 2. Classification and Initial Support o The service desk determines the priority based on the impact and urgency of the incident. The incident is handled according to the corresponding SLA. o Categorization: hardware, software, networking, etc. o Consult knowledge base: known problems, details of setup item (CI), change history, etc. o If possible, direct a temporary or permanent solution. o Notify Problem Management of new problems. o If it is a service request, route it according to the appropriate procedure.
- 13. Incident Management Life cycle of an incident: 3. Research and Diagnosis o If necessary, other support groups initiate the analysis of the incident to find a permanent solution or a workaround. Includes involved providers. o Unclosed incidents are escalated to the following support levels. o Resolved incidents go to service desk for your closure. 4. Resolution and Recovery. o The temporary or definitive solution is provided. o If necessary, recovery actions are executed by the service desk or by other support levels. o If necessary, a request for change (RFC) is sent. 5. Incident Closure o Once the corrective measures have been applied and the service restored, the group that has applied the solution informs the Service Desk. o The Service Desk confirms user compliance and closes the incident. Throughout its life cycle, an incident is owned by a person in charge of the Service Desk (ServiceManager), which monitors the solution process, supports coordination with other support groups, escalation and keeps the user informed about the service process.
- 14. 14 • Incident Prioritization: o It is evaluated together with the user and determined based on the impact and urgency of the incident. o Impact: effect of the incident on business activities. o Urgency: Speed with which the incident needs to be resolved. o Consider: o Cost of no solution o Risk or damage to the user o legal implications o Customer Interrupt o Depending on the priority, the dedication of the support groups required for the solution, money and time spent are determined. Lower priority incidents may need to be delayed or dropped. Incident Management
- 15. 15 Incident Management • Incident Escalation: o Horizontal: for specialized knowledge support o Vertical: at any time, so that the respective authority helps as required (serious problems or when the SLA will not be met)
- 16. Activities (PROCESS) 1. Reception and registration 2. Prioritize and Classify 3. Diagnosis and solution by the first level 4. If not resolved, escalate to responsible Support team. 5. Order Tracking 6. Provide temporary or definitive solution to restore service 7. Inform the user of the status of their order. 8. Inform the solution and confirm user’s satisfaction. 9. Close the incident 10.Service survey (PEOPLE) 1. Soft skills: effective communication, empathy, willingness to serve, negotiation with users, etc. 2. Technical knowledge: technologies and information systems used in the company, analytical capability, etc. 3. Permanent training. 4. Roles: BD’s OS’s, support teams, Networks, Security, Applications, etc. Incident Management (Restore the Service) - Resources (4P’s) Technology (PRODUCT) 1. Request attention system 2. Specialized SW for diagnosis and management of technologies:BDs, Networks, Security,etc 3. Knowledge DB. 4. monitoring software SUPPLIER/PROVIDERS 1. Contracts with Providers of technology used in the company 2. Service level agreements SLA's. 3. formal contract 4. Budget
- 17. 17 • Example Fields of an incident record: o Unique identifier. o Classification o Incidence date. o User who reports o Contact details. o Symptoms o Impact, urgency and priority. o Configuration items afectados. o Assigned support staff o Related known issue or bug. o Date of resolution o Details of user interactions: queries and responses. o Response dates. Incident Management
- 18. pc printer pc printer pc Printer Service Desk / Incident Management (Restore Service) 1. Receive and register 2. Classify and prioritize 3. Support Solving Incidents and Problems APPLY A TEMPORARY SOLUTION THAT RESTORES SERVICE BUT DOES NOT IDENTIFY OR FIX THE CAUSES OF THE INCIDENT WORKAROUND HIDDEN CAUSE THAT CAUSES ONE OR MORE INCIDENTS-- PROBLEM PROBLEM MANAGEMENT: To identify and solve unknown causes of one o more incidents. Alternatives to restore Service: A. Send technician to repair equipment. (50 min, high impact) B. Replace by backup unit. (25 min, medium impact) C. Share neighbor printer. (10 min, low impact) X
- 19. Problem Management • Problem: A cause or potential cause of one or more incidents. • Known error: A problem that has been analyzed but is not resolved. • workaround: Solution that reduces or eliminates the impact of an incident or problem because a definitive solution is not yet feasible. • The purpose of problem management is to reduce the probability and impact of incidents, through the identification of actual or potential causes of incidents, and managing workarounds and known errors.
- 20. Incident Management Incident Management Restore service as soon as possible Problem Management Identify and correct causes Change management Implement changes to eliminate problems and known errors proactive Reactive Change Management RFC Change Implementation permanent solution Problem Control Error Control Proactive problem management Problem Management
- 21. Problem Management 1. ID: major incidents that have been closed, incident trend analysis, potential problem reports, incidents closed with a workaround. 2. Classification: collect data to classify and prioritize the problem. (symptoms, causes, related incidents, CI’s, workaround, SLA’s that apply, impact and affected users, estimated solution time, urgency. 3. Assign resources: categorize and prioritize the problem to allocate the required resources. It allows to have these with the greatest positive impact on the business. 4. Research and diagnosis: to detect the root cause of the incident. To review workaround used, changes to the affected CI, etc. 5. Set known error: once the root cause is identified, the known error is logged and escalated to error control. Problem Manager monitors the process. Problem Control
- 22. Problem Management Logs and manages known errors until the change that resolves the root cause is implemented: 1. Identification and registration: known error status is assigned when the root cause of the problem is detected. 2. Error evaluation: determination of the solution of the error with specialist staff. The evaluation process, the symptoms and the solution found must be log to be consulted in future problems and investigations. 3. Registration of the solution: registration of solution is completed, a RFC is prepared for the change control process and this is loged in the Problems DB. The following activities to implement the solution are in charge of Change Control. 4. Error Closure: After implementation of change and verification that error is gone, error, problem, and related incident are closed. Error Control
- 23. Problem Management It is responsible for identifying and solving problems before these originate incidents: • Trend analysis: review of incidents and problems that have occurred can provide information to improve the service (occurrences after a change, repeated incidents with a given CI, user training, etc.). • Preventive support actions: trend analysis can identify CI’s for which it is required to direct resources from support staff to make improvements. • Inform the organization:problem management allows you to inform the organization about the health of IT services and make decisions about it. (ex. SLA’s) By redirecting the IT organization's effort from handling large numbers of incidents to incident prevention, you will improve service quality and more efficient use of IT Proactive Problem Management
- 24. Situation: Socrates hangs himself every end of the month. Service Desk + Incident Management 1. Receive and record incident (SDESK) 2. Classify and prioritize (SDESK) 3. initial support 4. Escalate to the database Support team.. 5. Diagnosis 6. Apply workaround (restart DB Server) 7. They close the incident after validating compliance Example: a Bank Customer Service application crash every end of month Problem Management 8. Register a Problem 9. Identify root cause of the incident(problem control): Tests,debugging, review logs,dump, resource monitoring, etc. It is identified that in moments of high transactionality, the database's RAM memory is saturated due to a bug in the Socrates code. (Known error) 10.Identify the best solution to the known error(Error control): a)fix Socrates code (1 week, $0, medium risk); b)Upgrade DB server HW (30 days, 10K, low risk); c) Upgrade the DB version (15 days, 0 dollars, low risk)---Enter an RFC (Request forChange)- change control 11.Execute the change that fix the known error, close the problem.
- 25. Service Request Management • Service Request: request from a user or an authorized representative of the users to initiate a service action that has been agreed as a normal part of the provision of the Service • The purpose of service request management is to support the agreed quality of a service by handling all predefined and user-initiated service requests in an effective and user-friendly manner.
- 26. Service Request Management • Each service request may include one or more of the following: o Request for provision of service, for example: providing a report or replacing a cartridge in a printer. o Request for information: how to create a document or what are the hours of some offices. o Request to provide a resource or service, example: provide a phone, laptop or some virtual server for a development team. o Request for access to a resource or service: provide access to a route or folder. o Feedback: complaint about a new interface or acknowledgment to a support team. • Unlike an incident, which is unplanned in nature, a request for services can often be planned into your care: o Requirements to meet o Responsible staff o Standard attention times o Escalation levels
- 27. 27 Service Request Management • Service requests should be grouped into predefined categories with a standard service procedure: • Available through a catalog of requests: installation of additional SW, movement of equipment, change of passwords, etc • Pre-established costs. • Required Authorization Levels • Purchasing procedure / implementation • Considerations: • The types of requests available, costs, approval levels and attention times must be formalized. • They must be accessible as part of the catalog of IT services • Standardized procedure for attention. • Single point for your request, usually through the Service Desk
- 28. 28 Cisco 3640 Optical Mux 16X2 Main office vpn-ip Bank A Cisco 2620 30Ch voice 4 LBW 2Mbps 512Kbps SWITCH CATALYST 4006 C Apeseg Inter-LAN 64Kbps 64Kbps PBX company x RS232 DigiRed 128Kbps CAR GOLD: 512 Kbps SILVER CAR: 1554 Kbps TACNA Branch 1 LAN 1ch voice Cisco 1750 1 BRI CAR GOLD: 16 Kbps SILVER CAR: 48 Kbps 64Kbps TRUJILLO Lead Agency Cisco 3640 SWITCH ATM 30Ch voice 1 BRI mux Optical 4x2 PBX converter 2Mbps CAR GOLD: 512 Kbps SILVER CAR: 1024 Kbps 128Kbps converter INTERNET firewall PIX 525 Cisco 1750 LAN 2ch voice 1 BRI CAR GOLD: 32 Kbps CAR SILVER: 96 Kbps 128Kbps Cisco 1750 LAN 2ch voice 1 BRI CAR GOLD: 32 Kbps CAR SILVER: 96 Kbps 128Kbps yesBranch 2 LAN 1ch voice Cisco 1750 1 BRI CAR GOLD: 16 Kbps SILVER CAR: 48 Kbps 64Kbps Branch 5 2ch voice Cisco 1750 1 BRI Branch 3 LAN 1ch voice Cisco 1750 1 BRI CAR GOLD: 16 Kbps SILVER CAR: 48 Kbps 64Kbps LAN 128Kbps CAR GOLD: 32 Kbps CAR SILVER: 96 Kbps Branch 4 LAN 1ch voice Cisco 1750 1 BRI CAR GOLD: 16 Kbps SILVER CAR: 48 Kbps 64Kbps Event monitoring and management
- 29. Event monitoring and management • Event: Any change of state that is important for the management of a service or another configuration item. Events are typically identified through notifications created by an IT service, CI, or monitoring tool. • The purpose of event monitoring and management is to systematically observe service components and record and report state changes identified by events. • This practice must identify and prioritize infrastructure events, services, business processes and information security. • It also establishes an appropriate response to them, including those that may cause an incident.
- 30. Event monitoring and management • The events are classified: o Informative: events that do not require action at the time they are identified but analyzing the data collected from them at a later date, allows take actions to improve the service o Warning: They allow action to be taken before a negative impact on the business is experienced. o Exception: Indicates that a violation of an established standard has been identified. This event requires action even though the business impact has not yet materialized. • Event Management is applied to a series of aspects: • state of the Configuration items: on/off, active/inactive, etc. • Environmental conditions: temperature, fire, smoke. • Use of SW licenses • Security (intrusion detection) • Activity level: response times, transactions/sec, etc. • It is implemented through monitoring tasks and automated control tools.
- 31. Event monitoring and management • Activities: o To identify: services, systems, CI's, etc. should be monitored and how. o Implement and maintain: monitoring procedures. o Establish and maintain: thresholds and other criteria whose changes must be treated as events and their respective classification. • Establish and maintain: policies to apply to each type of detected event, related to ensure an adequate response. • Automate: thresholds, criteria and monitoring policies • Event Management considers: • Clearly defined and communicated roles and responsibilities are critical. . • Automation is key to the effectiveness of this practice. • Providers involved must be included. • It is implemented through monitoring tasks and automated control tools, own or third parties.
- 32. 32 ACTIVITY #03: Diagnose and Improve IT Services (45 min.) • Work in groups, follow instructions in the activity document. Enter the document you have worked on in the respective Blackboard activity.