Business is evolving, you should too.
Yhteys 2009: Parhaat käytännöt -
parempi Service Desk!
Ben Kalland, Tieturi
Helsinki, Tampere, Turku, Tukholma, Göteborg | www.tieturi.fi

Tieturi - Accredited Training Provider by EXIN
Tieturi is officially accredited as Accredited Training Provider by EXIN, the
Examination Institute for Information Science
ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The Swirl logo™ is a Trade Mark of the Office of Government Commerce.
ITILV3F-4.2.2 2

ITIL ?
Service Strategy (SS)
Service Design (SD)
Service Transition (ST)
Service Operation (SO)
Continual Service Improvement
(CSI)
ITILV3F-4.2.2 3

ISO 20000 ?
ITILV3F-4.2.2 4

COBIT ?
requirements information
nto
ni
ow con
nd
au
by
troll
ke ed b
dit
bro
d
y
re
ed
su
ea
wi
m
th
derived
from
ce
for outcome
an
rm
rfo im
by th ple
fo
ed rp
e wi
rm
d me
rm fo te nte
at
fo di
ur
er au
dw
it
p ith
y
based on
IT Governance Institute – COBIT 4.1 Executive Overview, 2007
5

Parhaat käytännöt?
• mitä on pakko tehdä?
• mitä kaikki muut tekevät?
• mikä on paras käytäntö?
ITILV3F-4.2.2 6

Prosessi
Prosessin
tarvitsemaa Prosessi
tietoa
Muut prosessit Aktiviteetti 1
Lopputulos
Aktiviteetti 2
Asiakas
Aktiviteetti 3
Prosessin mittaaminen
Liipaisu
7

Service Management
Prosessimalli
Prosessin johtaminen
Prosessin Prosessin
omistaja tavoitteet
Prosessin Prosessi-
Liipaisu dokumentointi palaute
Prosessi
Prosessin Prosessin
aktiviteetit Prosessin roolit
Prosessin Mittarit Prosessin
Prosessin
Prosessin
Input proseduurit parantaminen Output
Prosessin
työohjeita
raportit
Prosessin edellytykset
Prosessin Prosessi
resurssit osaaminen
8

Prosessin kehittäminen
Business vision,
What is the vision? mission, goals and
objectives
Baseline
Where are we now?
assessments
How do we keep Where do we want Measurable
the momentum going? to be? targets
Service & process
How do we get there?
improvement
Measurements &
Did we get there? metrics
ITILV3F-4.2.2 9

Prosessin kypsyystaso
5. Optmised
---------------------
Learning, adjusting
4. Managed proactive
---------------------
Measured processes
Proactive
3. Defined
---------------------
Defined processes
Regular, planned
2. Repeatable
---------------------
Defined processes
Reactive, unplanned
1.Initial
---------------------
Undefined processes
Reactive, unplanned

IT Governance Maturity Level 2003-2007
IT Governance Global Status Report 2008, IT Governance Institute
11

ITIL Incident Management
From Event Mgmt From Web Interface User Phone Call Email Technical Staff
Incident Identification
Incident Logging
Incident Categorization
Yes
Service Request? To Request Fulfilment
No
Incident Prioritization
Yes
Major Incident Procedure Major Incident?
No
Initial Diagnosis
Yes Functional Escalation Yes Functional Escalation
Needed? 2/3 Level
Management Yes Hierarchic Escalation No
Escalation Needed?
Investigation &
No
Diagnosis
Resolution and
Recovery
Incident Closure
End
ITILV3F-4.2.2 12

Cobit: Manage Service Desk

ISO 20 000 - Incident Management
• All incidents shall be recorded
• Procedures shall define recording, prioritization, business impact,
classification, escalation and formal closure of all incidents
• The customer shall be kept informed of the progress of their reported
incident
• Staff involved in incident management shall have access to relevant
information such as known errors, problem resolutions and CMDB
• Major incidents shall be classified and managed according to a process
• Priority should be based on impact and urgency

Tieturin prosessityökalu
• Yhdistetty COBITitsta, ITIListä, ISO 20 000 :sta
• Jokaisesta tärkeimmät vaatimukset
• Yksinkertainen, nopea, suoraviivainen
• Kypsyysarvio kymmenessä minuutissa
• Perustaso, baseline
• Apu prosessien kehittämiseen

Lisätietoja:
Ben Kalland
ITIL Expert, CobiT, ISO20000 certified
Akkreditoitu ITIL kouluttaja, konsultti
ben.kalland@tieturi.fi
Tieturi Oy, HTC Santa Maria
Tammasaarenkatu 5
00180 HELSINKI
www.tieturi.fi/itil