ITIL Function Profiles.ppt
- 1. TUI Readiness TUI Readiness Service Organisation – ITIL Process Managers 27 June 2002
- 2. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers TUI InfoTec IT Operations Mainframe Systems •OS/390 •DB2 •UDB •VMS •TP •UNIX •Oracle •Sybase •WEB UNIX Systems Account Systems •Cost & Contracting •Service Delivery Windows Systems Network & Comm. Production Planning & Analysis Operations Support •ESC •WAN •LAN •Voice IT Operations Configuration Management Service Desk & Incident Management Service Level Management Problem Management Change Management
- 3. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Additional Information Incident Manager = Escalation Manager = OS/ ESC Manager Change Manager and Configuration Manager can be combined Operational meetings between Incident Manager and Problem Managers important (problem solving / First Level Support and Second Level Support) Change Advisory Board (CAB) Meetings (Change Manager is chairperson) Service Level Meetings with customer and suppliers (Service Level Manager is chairperson; input is delivered by other ITIL process managers)
- 4. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Configuration Manager Function description The Configuration Manager is responsible for maintaining the CMDB and the process of creating and identifying valid CIs. Impact assessment of new RFCs and reporting to management. Task & responsibilities Agrees overall objectives with IT Service Manager and works to these Mount awareness campaign to win support for new configuration management procedures Proposes and agrees scope of configuration management function, items that are to be controlled, and information that is to be recorded Proposes and agrees level at which configuration items CIs are to be identified Proposes and agrees CI naming and numbering conventions Establishes and implements CI registration procedures Evaluates and arranges for procurement of support tools Proposes and agrees interfaces with other ITIL processes Plans, publicises and oversees implementation of new configuration management function Plans and executes population of the CMDB Uses or provides CMDB to facilitate impact assessment for RFCs and to help identify the other CIs affected by a fault that is affecting a CI. Assist auditors to audit the activities of the CMDB and the staff Frequently check the CMDB items against the physical installed equipment Update the CMDB when a change is effected and that the change will be authorised Ensures regular production of management reports
- 5. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Service Desk & Incident Manager Function description The Incident Manager is responsible for a reactive approach to (threatening) technical and/ or procedural malfunctioning of IT services and takes problems away as soon as possible within the constrains of the existing service level agreements and the users can continue their daily responsibilities. Task & responsibilities Accepting and registering calls and create incident records Classify incidents by sort, impact, urgency and priority Matching incidents with known ones (problem/ known error database) and look for existing documented solving Analyse and diagnose not already existing solutions Solve and recover all services Check the status of all problems and if the solving is satisfying so the incident can be closed Guarding and following the progress of the complete incident cycle. If an incident is not going to be solved in time it can be escalated
- 6. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Problem Manager Function description The Problem Manager is responsible for incidents that have become a “problem” in conjunction with tracking and solving structural failures within the IT infrastructure. Task & responsibilities Incident control for those incidents passed on, unresolved, by the Incident Management process Problem control: diagnosis and defining of problems Error control: recording and analysing of known errors and raising requests for change (RFC)/ temporary solutions (work-around) Proactively preventing problems occurring Providing management information
- 7. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Change Manager Function description The Change Manager is responsible for filtering, accepting and classifying all requests for changes. Thereafter for the right authorisations, planning and coordination of changes. The main goal of Change Management are to standardize methods and procedures so changes can be handled sufficiently within the daily operations and with as little change on new incidents as possible. Task & responsibilities Receives, logs and allocates priority, in collaboration with the initiator to all Request For Change (RFC) Tables on non-urgent RFCs for a Change Advisory Board (CAB) meeting, issues agenda and circulates all RFCs to CAB members in advance of meetings to allow prior consideration: convenes an urgent CAB or CAB/ EC meeting for all priority 0 (urgent) RFCs Chairs all CAB and CAB/ EC meetings. After consideration of the advice given by the CAB or CAB/ EC authorises those changes that are acceptable Liases with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules. Updates change log with all progress that occurs, including any actions to correct problems and/ or take opportunities to improve IT service quality Reviews all implemented changes to ensure that they have met their objectives. Refers back any that have been unsuccessful Reviews all outstanding RFCs awaiting consideration or awaiting action Analyses change records to determine any trends or apparent problems that occur. Seeks rectification with relevant parties Produces regular and accurate management reports
- 8. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Service Level Manager Function description The Service Level Manager is responsible for identifying, defining, contracting, monitoring, reporting, and reviewing the levels of customer services, which are both required and cost justified for specified accounts. Task & responsibilities Creates and maintains a catalogue of all existing services offered Formulates, negotiates and maintains a Service Level Agreement structure Negotiates and agrees the initial contents, and service levels, for each SLA Analyses and reviews all achieved service levels and conducts comparisons with SLAs Produces regular reports of service achievements to users and senior management Chairs periodical meetings with customer’s representatives to jointly consider the service levels Initiates any actions necessary to improve or maintain levels of service Prepares for and conducts regular reviews of the SLAs with the customers, and negotiates and agrees any amendments necessary
- 9. TUI Readiness 2002 TUI InfoTec GmbH & Co KG ITIL Process Managers Change Advisory Board (CAB) There are main supporting actions that should also be taken in the early stages: Firstly, establish a Change Advisory Board (CAB) - consisting of all major IT Service sections, Senior Users, with the Change Manager as Chairperson. Secondly, set up a CAB/ EC (Executive Committee) for urgent changes - include Senior Customer / User Manager, Problem Change and Service Level Managers. This may be teleconference when necessary. Finally is to adopt software tool-based system to record change activity (TUI InfoTec uses Applix).