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Mission Possible: ITIL-Lite

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  • 1. Mission Possible: ITIL-Lite A “Real World” Approach to IT Service Management Jason D. Towley Manager – IT Shared Services jtowley@primetherapeutics.com 651.846.8357 © PRIME THERAPEUTICS LLC
  • 2. Agenda ● Setting the Stage Company & IT Organization Overview Context for how it all began ● Where and how did we start? The “ITIL-Lite” Approach ● What are we doing and how did we do it? Examining Prime’s IT Incident Management Implementation ● Conclusion Lessons Learned Overview of Other Service Management Implementations Looking ahead. © PRIME THERAPEUTICS LLC
  • 3. Setting the Stage Who we are and where we began. © PRIME THERAPEUTICS LLC
  • 4. Company Overview Prime Therapeutics is a thought leader in Pharmacy Benefits Management (PBM) strategies. Our mission is to provide the highest quality care and service for members and empower clients to make informed decisions in health care management. ● Founded in 1987 ● Headquartered in St. Paul, Minnesota with locations in Chicago, IL; Omaha, NE; Irving, TX; & Albuquerque, NM ● Privately held by organizations representing 10 Blue Cross and Blue Shield Plans in Florida, Illinois, Kansas, Minnesota, Nebraska, New Mexico, North Dakota, Oklahoma, Texas and Wyoming ● 1,500 employees ● 12.4 million covered lives © PRIME THERAPEUTICS LLC
  • 5. Company Overview IT Department (Current) ● 195 employees Four main departments: Application Development, Infrastructure Service Delivery, Security, Shared Services ● Service Management Team (reports via Service Delivery team to Infrastructure department) 2 employees Coordination of incident, service request, outage/availability, change/release, and asset management processes ● Service Desk Team (reports via Operations team to Infrastructure department) 9 employees in 2 locations Combination of Computer Operations & Level I Help Desk services 24x7 – Internal & External Support 2,900 calls/month © PRIME THERAPEUTICS LLC
  • 6. ● Implement a formal service management process on a tight timeline, with limited resources. Two weeks before the company’s largest client implementation. Install and configure a service management software suite. Design an incident management process. Train an already overly busy IT staff on, in their words, “all of the extra work” they’ll need to do as a result. Produce dashboard metrics to be used during new client go live status meetings. You © PRIME THERAPEUTICS LLC
  • 7. Context & Assumptions Nothing is magic. You will need some resources to be successful. ● Headcount – Someone needs to spend some time on this. Devoted at least part time to Service Management coordination during implementation. Benefits to being outside traditional Service Desk organization. ● Service Desk – You need one. At the very least, a group that’s available to act as centralized user/client IT interface. May or may not actually be currently and consistently used. ● Tool - You need something. Lots of options available. Process drives the tool, not vice versa. Tools can offer guidance on best practice. © PRIME THERAPEUTICS LLC
  • 8. Prime’s Resources To Start the Mission ● Headcount – Service Management Coordinator One person dedicated full time to Service Management Coordination for all of IT. Additional part time project manager during implementation. Reporting to Infrastructure Services Director ● Service Desk – 24x7 Computer Operations Group Dedicated toll free number and ACD functionality. Not universally used or marketed as central IT Service Desk. ● Tool – BMC Magic Service Desk Prime had purchased it, but not yet installed or implemented. Replaced existing but outdated and not widely used tool. Administered by Service Management Coordinator © PRIME THERAPEUTICS LLC
  • 9. The ITIL-Lite Approach Incident Management © PRIME THERAPEUTICS LLC
  • 10. How Many in IT See ITIL E=MC2 Library???? job PR OCE My SS © PRIME THERAPEUTICS LLC
  • 11. The ITIL-Lite Approach “A focus on providing IT services in ways that are relevant, real, and practical.” ITIL-Lite – Keeping “IT” Real! IDENTIFY YOUR MISSION TREE YOUR CATEGORIES SCOPE INCLUDE STAKEHOLDERS LAY IT OUT LEAVE NON-ESSENTIALS BEHIND INDIVIDUALIZE THE PROCESS EXECUTE TRANSLATE & TRAIN REPEAT EVOLVE © PRIME THERAPEUTICS LLC
  • 12. ITIL-Lite – Keeping “IT” Real IDENTIFY YOUR MISSION TREE YOUR CATEGORIES SCOPE INCLUDE STAKEHOLDERS LAY IT OUT LEAVE NON-ESSENTIALS BEHIND Influential executive sponsorship Task force – “on the ground” buy in Prime’s Stakeholders: CIO Vision and Mandate Client Requirements Steering Committee of Key Decision Makers © PRIME THERAPEUTICS LLC
  • 13. ITIL-Lite – Keeping “IT” Real IDENTIFY YOUR MISSION TREE YOUR CATEGORIES SCOPE INCLUDE STAKEHOLDERS LAY IT OUT LEAVE NON-ESSENTIALS BEHIND What exactly are we trying to do? ● Prime’s First Mission: Incident Management Centralized issue recording and management Consistent prioritization & communication Efficient escalation and resolution Dashboard reporting © PRIME THERAPEUTICS LLC
  • 14. Mission: Incident Management Move from this: STATUS??? USERS IT CLIENT TECH TICKET DOCUMENTATION A Z F INCIDENT USER TEAM DOC B Q X DEPT TECH COMP U W’s OPS HEAD © PRIME THERAPEUTICS LLC
  • 15. Mission: Incident Management To This: STATUS USERS IT DOCUMENTATION ALL SERVICE INCIDENT INCIDENT USERS DESK MGMT TOOL ALL TECHS ED! OLV Primary Goals: R ES •Centralized issue recording and management •Consistent prioritization & communication •Efficient escalation and resolution •Dashboard reporting © PRIME THERAPEUTICS LLC
  • 16. ITIL-Lite – Keeping “IT” Real IDENTIFY YOUR MISSION TREE YOUR CATEGORIES SCOPE INCLUDE STAKEHOLDERS LAY IT OUT LEAVE NON-ESSENTIALS BEHIND ● Foundation for the Future Key & central to integrating service management processes (pre-CMDB) “Future Proof” – It can grow but should keep core trunk. ● General Guidelines Choose quality over quick. Think it through. No more than three levels deep. What do the IT services you provide have in common? © PRIME THERAPEUTICS LLC
  • 17. Category Tree – Prime’s Approach ● Application Tree High Level Business-Centric (Applications) or Function-Centric (Infrastructure) Application Type Application Name Application Feature Infrastructure Infrastructure Component (i.e. Network) Infrastructure Function (i.e. Firewall) © PRIME THERAPEUTICS LLC
  • 18. Category Tree – Prime’s Approach ● Benefits of an Application-Based Category Tree: Common language between IT and business Most of what the business knows about IT is related to the applications they use to do their jobs. Centralized List of All Applications Flexible Service Management Reporting Options Incident – What applications are breaking most often? Change/Release – What applications will this change or release impact? Outage – What applications are not available? Availability – When is an application available? Assets/Configuration – What applications do the infrastructure components support? Lead toward establishment of CMDB A lot of “bang for the buck!” © PRIME THERAPEUTICS LLC
  • 19. ITIL-Lite – Keeping “IT” Real IDENTIFY YOUR MISSION TREE YOUR CATEGORIES SCOPE INCLUDE STAKEHOLDERS LAY IT OUT LEAVE NON-ESSENTIALS BEHIND ● Last steps prior to execution. ● Make a picture. Flow charts are your friend! Swim lanes – Who does what and when? A complex flow chart = complex process. ● Keep it simple. Make it real. Does it directly support the established mission? © PRIME THERAPEUTICS LLC
  • 20. Incident Management – Mission Simplified Common Definition ● What is an incident? Incident Reporting ● Who do I tell? Full Description of the Issue ● What information do I need to provide? Priority & SLAs ● Where should I devote my attention? Escalation ● If I can’t fix it, how do I get it quickly to someone who can? Resolution ● Fix it! © PRIME THERAPEUTICS LLC
  • 21. Incident Management – Keep it simple. Make it real. Incident Definition: “What is an incident?” ● ITIL: Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service. ● ITIL-Lite: Something is broken and is (or could be) preventing the business from doing its job. © PRIME THERAPEUTICS LLC
  • 22. Incident Management – Keep it simple. Make it real. Incident Reporting: “Who do I tell if something is broken?” ● Clear, concise, and repetitive marketing. ● Embed in all IT support communications. ● It will take time. Having an issue with your computer? IT Service Desk Call x5555 x5 Or log your own ticket at http://support 55 5 24x7 Your new one stop shop for IT issues! © PRIME THERAPEUTICS LLC
  • 23. Incident Management – Keep it simple. Make it real. Issue Description: “What information do I need to provide?” ● “Universal” template for providing incident details Users – Know what information to provide. Service Desk – Know what information to ask and document. Escalation Points – Know enough information to work on incident. ● SAMWIC – Another catchy acronym! System used. Application name. Message or error? When did it last work? Impacts how many people? Context for when issue occurs. © PRIME THERAPEUTICS LLC
  • 24. Incident Management – Keep it simple. Make it real. Priority Levels: “What do I work on first?” ● As objective as possible. ● Assigned by IT based on user input. ● Determines resolution SLA. P1 – Critical Resolution: ASAP ● Total system outage. ● Breach of client performance guarantee. ● Single User: Totally unable to work. P2 – High Resolution: < 1 business day ● Multiple Users: Unable to perform non-immediate but critical system function. ● Single User: Mostly productive. Unable to perform critical function. P3 – Medium Resolution: < 2 business days ● Fully productive but unable to perform non-immediate business function. P4 – Low Resolution: Scheduled (< 10 business days) ● Unable to complete occasional non-critical business function. © PRIME THERAPEUTICS LLC
  • 25. Incident Management – Keep it simple. Make it real. Incident Management SLAs/Metrics: ● Personal contact within 2 hours of incident report. Confirm details. Set resolution or next status expectations. Recorded in incident ticket. ● Personal contact upon resolution, prior to ticket close. Recorded in incident ticket. ● Resolve and close 90% by priority-based due date. © PRIME THERAPEUTICS LLC
  • 26. Incident Management – Keep it simple. Make it real. Escalation: “If I can’t fix it, how do I get it quickly to someone who can?” ● Matrix used to assign incident tickets to the group responsible for resolution. ● Owned and maintained by Service Desk. ● Priority-Based Escalation: P1 – Always escalated via direct call P2-P4 – Assign ticket to group Sample Escalation Matrix Category Tree Application Issue Infrastructure/Local Issue P1 P2-P4 P1 P2-P4 Application On-Call Group On-Call Group Name Contact Contact © PRIME THERAPEUTICS LLC
  • 27. Incident Management – Process Flow © PRIME THERAPEUTICS LLC
  • 28. The ITIL-Lite Approach “A focus on providing IT services in ways that are relevant, real, and practical.” ITIL-Lite – Keeping “IT” Real! INDIVIDUALIZE THE PROCESS EXECUTE TRANSLATE & TRAIN Answer the question – “What’s my job?” ● Document the process as it applies to each individual team. Swim lane flow chart Roles & Responsiblities Outline Companion to flow chart. Corresponds process steps/phases with individual roles. Quick Guide Step by step “how to” © PRIME THERAPEUTICS LLC
  • 29. Sample Roles & Responsibility Outline Opening an Incident ● User: Report issue to the Service Desk - SAMWIC ● Service Desk: Open a new ticket to log the details of the incident: Category Tree (Application) Priority Description (SAMWIC) ● IT Engineer Upon discovering an unlogged incident: Open a new ticket to log the details of the incident… If contacted directly by a user, refer them to Service Desk for future incident reports. Repeat format for all phases (escalation, updates, and resolution.) * Send me an email if interested in seeing a detailed sample role outline. © PRIME THERAPEUTICS LLC
  • 30. The ITIL-Lite Approach “A focus on providing IT services in ways that are relevant, real, and practical.” ITIL-Lite – Keeping “IT” Real! INDIVIDUALIZE THE PROCESS EXECUTE TRANSLATE & TRAIN ● “Oh, so THAT’s my job!” ● Avoid “academic” mumbo jumbo. ● Relate it to what they’re doing everyday. ● Highlight where it will help them do what they’re doing everyday. ● Address All Learning Types: Documents – for those that like to read instructions. Pictures – for those who like a visual.. Demo – for those who learn via experience. © PRIME THERAPEUTICS LLC
  • 31. Prime’s Training Plan – Incident Management ● Week of Go Live - 30 Minute Sessions Scheduled separately with each team. Online (WebX) and teleconference for remote locations. “Mandatory” participation. Adapt to their schedule. ● “Get To the Point” Agenda ● Individualized Covered only what they needed to know and do. Clear expectations for performance measurement. Integrated in all IT annual performance goals. Proved the simplicity. Demonstrated the benefits. ● During Go Live Be available to answer questions. Actively interact to seek out questions. Validate the process against the data. © PRIME THERAPEUTICS LLC
  • 32. Mission Accomplished! ● Streamlined and centralized incident reporting & escalation. ● Consistent incident prioritization and management ● “Real time” access to incident metrics. ● Dashboard reporting for client go-live status calls. Total opened. Total unresolved with current status. SLA Performance: % closed by priority-based due date. Variety of data views: By priority. By reporting user, client, or department. By application (category tree.) By ‘assign to’ group or staff © PRIME THERAPEUTICS LLC
  • 33. The ITIL-Lite Approach “A focus on providing IT services in ways that are relevant, real, and practical.” ITIL-Lite – Keeping “IT” Real! REPEAT EVOLVE ● Never stop growing! ● Forward momentum. ● Walk the walk. Talk the talk. Embed the process, language, and thinking into everything you do. ● Continually revisit and evolve the process to ensure it’s meeting the business’ needs: Metrics Business Feedback Annual task force © PRIME THERAPEUTICS LLC
  • 34. Evolution of Incident Management ● Outage/Availability Management Unique process for managing P1 total system outages Directly integrated with incident management Real Time Outage Communication Application-based (category tree) outage subscriptions Business-Centric Availability Management What applications (category tree) were not available? Duration, Level, Type Standardized application availability tiers Attached to category tree Availability vs. Uptime Focus on measuring business’ ability to access an application – not necessarily application uptime. Postmortem analysis of all P1 system outages Email me if interested in a sample P1 outage roles outline. © PRIME THERAPEUTICS LLC
  • 35. P1 Outage Management Flow © PRIME THERAPEUTICS LLC
  • 36. Conclusion Looking back and moving ahead. © PRIME THERAPEUTICS LLC
  • 37. Lessons Learned – If we had to do it again… ● Time – You can always use more. ● Incident Prioritization: Objective Priority Matrix. Less emphasis on “10+ people” Metrics. You get what you measure. ● On-Call Expectations ● Categorizing an incident versus assigning a ticket ● Knowledge Base – Not ITIL v2 (but it will be in ITIL v3) ● Long Term Vision versus Immediate Needs Reporting Workflow Tool Choice ● Service Desk resources © PRIME THERAPEUTICS LLC
  • 38. ITIL-Lite: Beyond Incident Management Other Successful Service Management Implementations: ● Change/Release Management Mission: Coordinate IT production implementations and modifications to help prevent them from breaking something, interrupting something, or negatively impacting productivity. Ensure (or at least attempt to ensure) everyone who needs to know about or approve the change does so before it occurs. ● Asset Management – Desktop Equipment Mission: Create and manage a central list of IT desktop equipment and its current status/location. © PRIME THERAPEUTICS LLC
  • 39. What’s Next? Planned or In Progress ● Problem Management Mission: Central list of “Known Issues” and “Unknown Causes” *Email me if you’d like a sample Problem Management process flow ● Asset Management – Beyond the Desktop Mission: “What are all of the assets IT owns and where are they?” ● Configuration Management Mission: “What applications (category tree) reside on what assets and how do they interconnect?” ● Service Request Enhancements Mission: “I need something new from IT. How do I request it? When will I get it?” ● Business Relevant Metrics Mission: Move beyond presenting “Huh, interesting…” reports. ● Service Desk Evolution Mission: Move front line support and resolution as close to first user contact as possible. © PRIME THERAPEUTICS LLC
  • 40. The Vision – Tying it All Together © PRIME THERAPEUTICS LLC
  • 41. Mission Possible: ITIL-Lite A “Real World” Approach to IT Service Management Jason D. Towley Manager – IT Shared Services 651.846.8357 jtowley@primetherapeutics.com © PRIME THERAPEUTICS LLC