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dbi services
Under 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.com




1   www.dbi-services.com                               26.04.2012 © dbi services
Under the Hood of dbi FlexService
Agenda



                  Agenda
                  i.       dbi FlexService organization
                  ii.      Getting alerted
                  iii.     Handling cases
                  iv.      New features




2   www.dbi-services.com                                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
dbi FlexService organization



                                   dbi FlexService+++
                                   Managing
                      dbi FlexService ++
                      Proactive

    dbi FlexService +
    Available

                                          Extensions


                           dbi fidelity

3   www.dbi-services.com                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
dbi 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/sla


4     www.dbi-services.com                                     26.04.2012 © dbi services
Under the Hood of dbi FlexService
dbi FlexService organization

 dbi FlexService
     Efficient Monitoring
         Oracle Enterprise Manager
         Nagios


     Experts available (Linux, Oracle, Microsoft, Documentum)
         Centralized Service Desk – Inshoring
         Provides support in customer language




5     www.dbi-services.com                        26.04.2012 © dbi services
Under the Hood of dbi FlexService
dbi 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.com



6     www.dbi-services.com                       26.04.2012 © dbi services
Under the Hood of dbi FlexService
dbi FlexService organization


                                 Customer 2
     Customer 1
                                                            Customer N




                           Service Desk




7   www.dbi-services.com                      26.04.2012 © dbi services
Under the Hood of dbi FlexService
Agenda



                  Agenda
                  i.       dbi FlexService organization
                  ii.      Getting alerted
                  iii.     Handling cases
                  iv.      New features




8   www.dbi-services.com                                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
Getting alerted



                           Business Hours (BH)




                      Incident    Reaction       Incident   Resolution      Incident
                      Logging      Time          Analysis     Time           Closed




                       Option 7 x 24 Support


9   www.dbi-services.com                                    26.04.2012 © dbi services
Under the Hood of dbi FlexService
Getting alerted

 Customer Calls
      Toll Free 0800 Number


      Business Hours
          dbi services’ Service Desk
          Dispatcher


      Non Business Hours
          Professional Call Center
          3 levels of escalation




10     www.dbi-services.com             26.04.2012 © dbi services
Under the Hood of dbi FlexService
Getting 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 machine



11     www.dbi-services.com                                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
Getting alerted

 Monitoring
      What happen if the monitoring crash?
          Heartbeat mechanism
          Health check mail every 6 hours
          Integrated in OTRS – Heartbeat Tickets
          Automatic alerting if missing




12     www.dbi-services.com                         26.04.2012 © dbi services
Under the Hood of dbi FlexService
Agenda



                   Agenda
                   i.       dbi FlexService organization
                   ii.      Getting alerted
                   iii.     Handling cases
                   iv.      New features




13   www.dbi-services.com                                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling cases


 Notification
                                                                   KDB



     Logging              Classification



                                             Initial
                          Prioritization
                                           Diagnostic



                                            Analysis              Escalation




                                           Resolution              Closure


14       www.dbi-services.com                           26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling cases

 Classification
      Events
      Incidents
      Problem
      Request for Change (RfC)
      Service Requests
          Information Service Request – ISR
          Operation Service Request – OSR
          Project Service Request – PSR




15     www.dbi-services.com                    26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling cases

 Prioritization
      Based on
          Services – dbi FlexService level
          SLA
          Criticality
          Impact


                                              Reaction
         Services                   SLAs
                                               Time


        Criticality               Impact      Priority

16     www.dbi-services.com                    26.04.2012 © dbi services
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 hours

Low Business Impact               8 hours              6 hours                 4 hours

                                         Non Business Hours (18h00 -8h00)

Critical Business Impact          2 hours                          1 hours

Medium Business Impact            4 hours                          4 hours




 17        www.dbi-services.com                                     26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling 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 down




18    www.dbi-services.com                                       26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling cases

 Prioritization
      Impact depends on
          Type of environment
          End User disturbance
          Context


      Golden rule: Last word comes to customer




19     www.dbi-services.com                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling 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 Database




20     www.dbi-services.com                                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
Handling 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 acceptance




21     www.dbi-services.com                                 26.04.2012 © dbi services
Under the Hood of dbi FlexService
Agenda



                   Agenda
                   i.       dbi FlexService organization
                   ii.      Getting alerted
                   iii.     Handling cases
                   iv.      New features




22   www.dbi-services.com                                  26.04.2012 © dbi services
Under the Hood of dbi FlexService
New 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 Planning


23     www.dbi-services.com                                26.04.2012 © dbi services
Under the Hood of dbi FlexService
New features

 Customers OTRS access
      Tickets follow up
      FAQ access
      Availability: H2 2012




24     www.dbi-services.com         26.04.2012 © dbi services
Under the Hood of dbi FlexService
New 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 2013



25     www.dbi-services.com                            26.04.2012 © dbi services
dbi services
Any 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

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

  • 1. dbi services Under 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.com 1 www.dbi-services.com 26.04.2012 © dbi services
  • 2. Under the Hood of dbi FlexService Agenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features 2 www.dbi-services.com 26.04.2012 © dbi services
  • 3. Under the Hood of dbi FlexService dbi FlexService organization dbi FlexService+++ Managing dbi FlexService ++ Proactive dbi FlexService + Available Extensions dbi fidelity 3 www.dbi-services.com 26.04.2012 © dbi services
  • 4. Under the Hood of dbi FlexService dbi 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/sla 4 www.dbi-services.com 26.04.2012 © dbi services
  • 5. Under the Hood of dbi FlexService dbi FlexService organization  dbi FlexService  Efficient Monitoring  Oracle Enterprise Manager  Nagios  Experts available (Linux, Oracle, Microsoft, Documentum)  Centralized Service Desk – Inshoring  Provides support in customer language 5 www.dbi-services.com 26.04.2012 © dbi services
  • 6. Under the Hood of dbi FlexService dbi 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.com 6 www.dbi-services.com 26.04.2012 © dbi services
  • 7. Under the Hood of dbi FlexService dbi FlexService organization Customer 2 Customer 1 Customer N Service Desk 7 www.dbi-services.com 26.04.2012 © dbi services
  • 8. Under the Hood of dbi FlexService Agenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features 8 www.dbi-services.com 26.04.2012 © dbi services
  • 9. Under the Hood of dbi FlexService Getting alerted Business Hours (BH) Incident Reaction Incident Resolution Incident Logging Time Analysis Time Closed Option 7 x 24 Support 9 www.dbi-services.com 26.04.2012 © dbi services
  • 10. Under the Hood of dbi FlexService Getting alerted  Customer Calls  Toll Free 0800 Number  Business Hours  dbi services’ Service Desk  Dispatcher  Non Business Hours  Professional Call Center  3 levels of escalation 10 www.dbi-services.com 26.04.2012 © dbi services
  • 11. Under the Hood of dbi FlexService Getting 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 machine 11 www.dbi-services.com 26.04.2012 © dbi services
  • 12. Under the Hood of dbi FlexService Getting alerted  Monitoring  What happen if the monitoring crash?  Heartbeat mechanism  Health check mail every 6 hours  Integrated in OTRS – Heartbeat Tickets  Automatic alerting if missing 12 www.dbi-services.com 26.04.2012 © dbi services
  • 13. Under the Hood of dbi FlexService Agenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features 13 www.dbi-services.com 26.04.2012 © dbi services
  • 14. Under the Hood of dbi FlexService Handling cases Notification KDB Logging Classification Initial Prioritization Diagnostic Analysis Escalation Resolution Closure 14 www.dbi-services.com 26.04.2012 © dbi services
  • 15. Under the Hood of dbi FlexService Handling cases  Classification  Events  Incidents  Problem  Request for Change (RfC)  Service Requests  Information Service Request – ISR  Operation Service Request – OSR  Project Service Request – PSR 15 www.dbi-services.com 26.04.2012 © dbi services
  • 16. Under the Hood of dbi FlexService Handling cases  Prioritization  Based on  Services – dbi FlexService level  SLA  Criticality  Impact Reaction Services SLAs Time Criticality Impact Priority 16 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 hours Low Business Impact 8 hours 6 hours 4 hours Non Business Hours (18h00 -8h00) Critical Business Impact 2 hours 1 hours Medium Business Impact 4 hours 4 hours 17 www.dbi-services.com 26.04.2012 © dbi services
  • 18. Under the Hood of dbi FlexService Handling 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 down 18 www.dbi-services.com 26.04.2012 © dbi services
  • 19. Under the Hood of dbi FlexService Handling cases  Prioritization  Impact depends on  Type of environment  End User disturbance  Context  Golden rule: Last word comes to customer 19 www.dbi-services.com 26.04.2012 © dbi services
  • 20. Under the Hood of dbi FlexService Handling 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 Database 20 www.dbi-services.com 26.04.2012 © dbi services
  • 21. Under the Hood of dbi FlexService Handling 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 acceptance 21 www.dbi-services.com 26.04.2012 © dbi services
  • 22. Under the Hood of dbi FlexService Agenda Agenda i. dbi FlexService organization ii. Getting alerted iii. Handling cases iv. New features 22 www.dbi-services.com 26.04.2012 © dbi services
  • 23. Under the Hood of dbi FlexService New 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 Planning 23 www.dbi-services.com 26.04.2012 © dbi services
  • 24. Under the Hood of dbi FlexService New features  Customers OTRS access  Tickets follow up  FAQ access  Availability: H2 2012 24 www.dbi-services.com 26.04.2012 © dbi services
  • 25. Under the Hood of dbi FlexService New 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 2013 25 www.dbi-services.com 26.04.2012 © dbi services
  • 26. dbi services Any 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