ISO 20000 : les étapes d'un ITSM certifié - David Hueber - dbi services

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dbi services fait partie depuis octobre 2011 du cercle exclusif des SSII suisses certifiées ISO/IEC 20000. David Hueber, Head of Service Management chez dbi services, vous expliquera le fonctionnement …

dbi services fait partie depuis octobre 2011 du cercle exclusif des SSII suisses certifiées ISO/IEC 20000. David Hueber, Head of Service Management chez dbi services, vous expliquera le fonctionnement de la gestion des tickets. A travers des exemples concrets, vous découvrirez les processus de gestion des événements depuis la remontée d'alerte jusqu'à la résolution – que ce soit au niveau base de données, middleware ou système d'exploitation.

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  • 1. dbi servicesUnder the Hood of dbi FlexService David Hueber Senior Consultant Head of Managed Services Mobile +41 79 963 43 68 david.hueber@dbi-services.com www.dbi-services.com1 www.dbi-services.com 26.04.2012 © dbi services
  • 2. Under the Hood of dbi FlexServiceAgenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features2 www.dbi-services.com 26.04.2012 © dbi services
  • 3. Under the Hood of dbi FlexServicedbi FlexService organization dbi FlexService+++ Managing dbi FlexService ++ Proactive dbi FlexService + Available Extensions dbi fidelity3 www.dbi-services.com 26.04.2012 © dbi services
  • 4. Under the Hood of dbi FlexServicedbi FlexService organization dbi FlexService  ISO 20000 certified product  ITIL processes based and compliant  Modular solution  Extensions  7x24  High Availability  Operating System  Keep Up to Date  Middleware Modules  dbi fidelity http://www.dbi-services.com/index.php/products/sla4 www.dbi-services.com 26.04.2012 © dbi services
  • 5. Under the Hood of dbi FlexServicedbi FlexService organization dbi FlexService  Efficient Monitoring  Oracle Enterprise Manager  Nagios  Experts available (Linux, Oracle, Microsoft, Documentum)  Centralized Service Desk – Inshoring  Provides support in customer language5 www.dbi-services.com 26.04.2012 © dbi services
  • 6. Under the Hood of dbi FlexServicedbi FlexService organization Service Desk organization  Multi-technology support  10 Team members  5 FTE guaranteed  Manage Projects  Project Service Request – PSR  Evolutive Maintenance  Use an efficient and adaptive ITSM platform: OTRS  www.otrs.com6 www.dbi-services.com 26.04.2012 © dbi services
  • 7. Under the Hood of dbi FlexServicedbi FlexService organization Customer 2 Customer 1 Customer N Service Desk7 www.dbi-services.com 26.04.2012 © dbi services
  • 8. Under the Hood of dbi FlexServiceAgenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features8 www.dbi-services.com 26.04.2012 © dbi services
  • 9. Under the Hood of dbi FlexServiceGetting alerted Business Hours (BH) Incident Reaction Incident Resolution Incident Logging Time Analysis Time Closed Option 7 x 24 Support9 www.dbi-services.com 26.04.2012 © dbi services
  • 10. Under the Hood of dbi FlexServiceGetting alerted Customer Calls  Toll Free 0800 Number  Business Hours  dbi services’ Service Desk  Dispatcher  Non Business Hours  Professional Call Center  3 levels of escalation10 www.dbi-services.com 26.04.2012 © dbi services
  • 11. Under the Hood of dbi FlexServiceGetting alerted Monitoring  Oracle Enterprise Manager  Multiplatform monitoring  Based on Packages  Requires Licenses  dbi services templates  Nagios  Multiplatform monitoring  Based on plugins  Open Source solution  dbi services’ “Plug & Play” ESX Virtual machine11 www.dbi-services.com 26.04.2012 © dbi services
  • 12. Under the Hood of dbi FlexServiceGetting alerted Monitoring  What happen if the monitoring crash?  Heartbeat mechanism  Health check mail every 6 hours  Integrated in OTRS – Heartbeat Tickets  Automatic alerting if missing12 www.dbi-services.com 26.04.2012 © dbi services
  • 13. Under the Hood of dbi FlexServiceAgenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features13 www.dbi-services.com 26.04.2012 © dbi services
  • 14. Under the Hood of dbi FlexServiceHandling cases Notification KDB Logging Classification Initial Prioritization Diagnostic Analysis Escalation Resolution Closure14 www.dbi-services.com 26.04.2012 © dbi services
  • 15. Under the Hood of dbi FlexServiceHandling cases Classification  Events  Incidents  Problem  Request for Change (RfC)  Service Requests  Information Service Request – ISR  Operation Service Request – OSR  Project Service Request – PSR15 www.dbi-services.com 26.04.2012 © dbi services
  • 16. Under the Hood of dbi FlexServiceHandling cases Prioritization  Based on  Services – dbi FlexService level  SLA  Criticality  Impact Reaction Services SLAs Time Criticality Impact Priority16 www.dbi-services.com 26.04.2012 © dbi services
  • 17. Under the Hood of dbi FlexService Handling cases  Prioritization Business Hours (8h00 – 18h00) dbi Flexible SLA + dbi Flexible SLA ++ dbi Flexible SLA +++Critical Business Impact 2 hours 1 hour 30 min.Medium Business Impact 4 hours 3 hours 2 hoursLow Business Impact 8 hours 6 hours 4 hours Non Business Hours (18h00 -8h00)Critical Business Impact 2 hours 1 hoursMedium Business Impact 4 hours 4 hours 17 www.dbi-services.com 26.04.2012 © dbi services
  • 18. Under the Hood of dbi FlexServiceHandling cases Prioritization Critical Business Impact Medium Business Impact Low Business Impact • High perturbation or • Production Service • Incident on blocking issue on a perturbations or Test production without production service. Service blocked business impact or The Business can’t test environment work any longer perturbation • Max processes/cursors • Production database reached on production • Test Content Server down connection error • Production connection • Production Content errors • Test database Server down connection error • Test database down • Production database • Broken Job corruption or loss • Test Content Server down • Production Listener / Docbroker down18 www.dbi-services.com 26.04.2012 © dbi services
  • 19. Under the Hood of dbi FlexServiceHandling cases Prioritization  Impact depends on  Type of environment  End User disturbance  Context  Golden rule: Last word comes to customer19 www.dbi-services.com 26.04.2012 © dbi services
  • 20. Under the Hood of dbi FlexServiceHandling cases Initial Diagnostic & Analysis  Made by experienced and qualified engineers  Regular training with international references  Certification efforts  Use of dbi services Knowledge Management  OTRS Knowledge Database  Blogs and articles  dbi_technet community  Regular events  Mailing list – integrated in Knowledge Database20 www.dbi-services.com 26.04.2012 © dbi services
  • 21. Under the Hood of dbi FlexServiceHandling cases Resolution & Closure  Resolution triggers an entry in the Knowledge Database  Closure depends on case type  Events  dbi services automatic closure  Incidents & Problems  Only on customer formal approval  Service Requests  Operation SR: On operation validation by customer  Project SR: On project acceptance21 www.dbi-services.com 26.04.2012 © dbi services
  • 22. Under the Hood of dbi FlexServiceAgenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features22 www.dbi-services.com 26.04.2012 © dbi services
  • 23. Under the Hood of dbi FlexServiceNew features Objectives  Continual Service Improvement  Provides customers increased services New Features  Customers OTRS access  Tickets follow up  FAQ access  Non Business Hours support based on emails  7 – 10 monitoring alerts  Automatically triggers On-Caller intervention  Capacity Planning23 www.dbi-services.com 26.04.2012 © dbi services
  • 24. Under the Hood of dbi FlexServiceNew features Customers OTRS access  Tickets follow up  FAQ access  Availability: H2 201224 www.dbi-services.com 26.04.2012 © dbi services
  • 25. Under the Hood of dbi FlexServiceNew features Non Business Hours support based on emails  7 – 10 monitoring alerts  Automatically triggers On-Caller intervention  Availability: NOW Capacity Planning  Web based application  Provides Database and Operating System reports  Included in dbi FlexService +++  Available as an option of dbi FlexService ++  Availability: H1 201325 www.dbi-services.com 26.04.2012 © dbi services
  • 26. dbi servicesAny Questions? Please Do Ask! David Hueber Senior Consultant Head of Managed Services Mobile +41 79 963 43 68 david.hueber@dbi-services.com www.dbi-services.com „We look forward to working with you!“26 www.dbi-services.com 26.04.2012 © dbi services