Lesson 1 introduction to concepts and tools
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  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?

Lesson 1 introduction to concepts and tools Lesson 1 introduction to concepts and tools Presentation Transcript

  • Enterprise Workstation Support COMP 2071 Week 1 Disclaimer: Some content borrowed from slideshare users
  • What You Can Expect Of Me • I will do simulations as part of the lecture most times, they will be after the power point presentation • They may not be included in the power point • I will try my best to create a more interactive class for you • Most of the time my presentations are kept short • We will break after the presentation for 20 minutes • Most assignments will be completed and due by end of class • If you are experiencing issues that will delay your work being handed in, let me know before the due dates • I encourage class discussion, participation, and new ideas! Don’t be afraid to speak up during my lectures
  • What I Expect of You • To read and follow through on the instructions of your assignments • Please include your Name on any communications to me • Proper grammar and clarity on work handed in • Do not disturb other students during lecture or during Question/Answer time • I recommend you attend every class to get the most out of your learning. Many of the simulations will not be provided on Blackboard as they are more hands on • Spelling & grammar count for marks in this class, put your best effort into your written word
  • Teamwork • In this class you are all a part of a team • You work together towards an ultimate goal • Everyone needs to be able to trust each other and get along while in class • You will have some elevated access to some tools, please respect that and do not take advantage of any of your accesses • There will also be partner/group work so please find some buddies you can work with for this semester
  • What Is Enterprise Desktop Support? Support? • What do you believe it is?
  • • Providing first and/or second level support for Business Partners • Supporting standard applications and custom built in-house applications • Providing excellent customer service • Working well with other members of the business • Following processes & procedures such as the ITIL process What Is Enterprise Desktop Support?
  • • It is all about helping & supporting users What Is Enterprise Desktop Support?
  • What Are Your Learning Outcomes? • Blackboard Review: https://gc.blackboard.com • Syllabus Review: Syllabus Enterprise Wkst Support.doc
  • Next Steps… • Good point to remember: – Your future careers are going to be not necessarily knowing all the details of everything but instead to be able to recognize what area the situation fits into and how to find the information from there • Now we will begin learning about ITIL and will introduce yourselves to the ticketing system, Spiceworks (Assign 1)
  • This will just be an introduction, a more in-depth talk will be next week
  • 11 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Obstacles Prevent Effective Engagement IT Seen as Black Box: Business lacks visibility Poor customer satisfaction Overwhelming Demand: Unstructured capture of requests and ideas No formal process for prioritization and trade-offs Reactive vs. proactive
  • 12 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Disparate Systems Reduce Efficiency No Single System of Record for Decision Making Relevant Metrics Hard to Obtain Disparate Systems Costly to Maintain and Upgrade
  • August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA IT Governance Landscape
  • What Is ITIL? The Information Technology Infrastructure Library (ITIL) provides a framework of “Best Practice” guidance for IT Service Management and is the most widely used in the world. The de facto standard in IT Service Management A framework, developed by the United Kingdom’s Office of Government Commerce (OGC) captured in a series of books
  • What is ITIL? • ITIL: information technology infrastructure library • Best practices in management of IT service processes • Developed by UK Office for Government Commerce (OGC) • Areas of focus • service delivery • service support. • Recently added • Security and Risk mgmt • Infrastructure Mgmt • Application mgmt • From “what” to “how”-the business viewpoint of IT
  • What People think about ITIL Complicated & Time Consuming Not for SMBs Expensive
  • Why ITIL Is Important Gartner, 2005 “Six in 10 IT projects fail because people underestimate or fail to build correct infrastructures to support the projects.” “Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.” What Is Your Familiarity With or Use of ITIL? 2003 2004 Never heard of it before now 27% 22% Know that it has something to do with IT management processes and best practices 42% 36% Have used ITIL to help document incident and problem management processes 14% 16% Currently use multiple ITIL management process guides 17% 25% Survey responses 138 164 Source: Gartner Research (December 2004)
  • Why ITIL is important Forrester, 2005 "2005 will be the year when ITIL goes mainstream." “Around 12% to 13% of $1 billion-plus companies have implemented ITIL in some way, shape, or form.” “ In a survey of 65 CIOs, 3% identified ITIL as their primary process methodology.” “Interest in ITIL is especially evident in governmental institutions and in certain geographies, particularly Holland, the UK, and Canada.”
  • Why is ITIL important • The IT Service Management Forum membership has almost tripled over the past three years, from 550 to roughly 1,600 • U.K. ITIL publisher The Stationery Office, reports that about one-third of ITIL-related traffic on its Web site comes from the U.S. • Source: Network World, 2004
  • ITIL: Origins & Evolution • Late 1980s – UK government project started – CCTA (OGC) involved in development plus practitioner and consulting organizations – Organizations outside of government became interested – First books published • Early 1990s – The library completed • Late 1990s – Generally accepted as the de-facto standard for IT service management worldwide
  • ITIL: Origins & Evolution • 2000-2005 – British Standards Institute “Specification for IT Service Management (BSI) 15000 – Australian Standard 8018 – ISO (ISO 20000) – Vendor community supports ITIL and are developing products and practices in support of the framework – All major service management software vendors moving towards ITIL Service Management compatibility • Where is it going? – Refresh project initiated late 2005 – New books published May 30, 2007
  • Who has Adopted ITIL? • ITIL has been incorporated with Service Management Framework in some major companies:
  • ITIL: Library Series 1. Service Desk 2. Incident Management 3. Problem Management 4. Change Management 5. Release Management 6. Configuration Management 7. Service Level Management 8. Availability Management 9. Capacity Management 10. Financial Management for IT Services 11. IT Service Continuity Management 12. Service Delivery 13. Infrastructure Management 14. Applications Management 15. Security Management The library is a set of books:
  • ITIL: Publication Framework
  • ITIL Modules Service Delivery (Strategy) • Availability • Capacity • Security • FMITS • SLM • ITSCM Service Support (Operations) • Incident • Problem • Change • Release • CMDB Red Book Blue Book
  • What is IT Service Management? • IT Service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organization and the need to deliver a high quality IT service. • IT Service Management is designed to focus on the people, processes and technology issues that IT organizations face.
  • August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA ITIL Service Management (v3)
  • Service Management Processes Service Level Management Maintain and improve IT service quality. Financial Management Stewardship of IT assets and resources Capacity Management Meet capacity and performance requirements Availability Management Deliver required levels of availability Continuity Management Ensure that IT functions can be recovered within agreed time frame Incident Management Restore service quickly when an incident occurs Problem Management Minimize impact of incidents on business Change Management Utilize standardized methods to resolve change-related Incidents Configuration Management Provide accurate information on system configurations Release Management Plan and oversee successful SW/HW rollout IT HELP DESK Service Delivery Service Support
  • Incident Management
  • Incident Management • Incident is a disruption in the normal service • The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.
  • Incident Management : Activities Identification and registration of incidents Service Request? Service Request Procedure Incident closure Yes First classification and support No Troubleshooting and recovery Analysis and diagnosis Incidentownership,monitoring,tracking, andcommunication Progress control Reporting Quality assurance Responsibility
  • Incident Lifecycle Incident detection and recording Service Request? Service Request Procedure Incident closure Yes Classification and initial support No Resolution and recovery Investigation and diagnosis new accepted planned assigned in process on hold solved closed
  • . Incident Management : Activities Classification and initial support Classification and initial support Incident detection and recording Incident detection and recording Report of an incident Investigation and diagnosis Investigation and diagnosis Incident closure Incident closure Process for Service Request Ownership,tracking, evaluation,information Ownership,tracking, evaluation,information Service Request? CMDB CMDB Service Desk NOC NOC USER USER Organization Organization Other sources Other sources Change Management Problem errors DB Problem errors DB Problem Management Resolution and recovery Resolution and recovery
  • 34 First, Second & Third Line Support 1st level Incident Detection & Recording Service Request Procedure Service Request Classification & Initial Support Investigation & Diagnosis Resolution & Recovery Resolved? Incident Closure No Yes 2nd level Investigation & Diagnosis Resolution & Recovery Resolved? No Yes 3rd level Resolved? Investigation & Diagnosis Resolution & Recovery No Yes Nth level Etc.
  • Incident Management : Identification and Registration of Incidents Data about an incident  Reporter of the incident  Name, user ID  Phone number  Department  Department number  Affected person  Incident ID  Date, time  Status  Effect, severity, priority  Service Level  Affected system  Inventory number, CI ID  Class/ type/ model  Symptom description  Category  Free text description  Problem editor  Transfer to  Performed actions  Solution  Date, time  Category  History Identification& registrationof incidents Service Request? Service Request Procedure Incident Closure Yes First classification andsupport No Troubleshootingand recovery Analysis anddiagnosis Identification& registrationof incidents Service Request? Service Request Procedure Incident Closure Yes First classification andsupport No Troubleshootingand recovery Analysis anddiagnosis
  • Incidents and Workarounds 1 2 Search for resolutions from the Incident Search and Copy Resolutions based on keywords in incident
  • Incident Management Classification: Find service affected, Match against SLA, and Assign Priority . Classification:  Impact – Reflects business criticality of the incident – Reflects extent to which an incident leads to degradation of SLA, such as number of users that suffer  Urgency – Reflects required speed of solving an incident  Workload – Reflects expected effort to solve the incident  Priority – Reflects order in which to solve the incidents Priority = Impact + Urgency Identification & registration of incidents Service Request? Service Request Procedure Incident Closure Yes First classification and support No Troubleshooting and recovery Analysis and diagnosis Identification & registration of incidents Service Request? Service Request Procedure Incident Closure Yes First classification and support No Troubleshooting and recovery Analysis and diagnosis
  • Incident Management :Priority order for handling incidents is primarily defined by impact and urgency Priority 4 Limited damage, does not need to be recovered immediately Priority 3 Significant damage, does not need to be recovered immediately Priority 1 Significant damage, must be recovered immediately Priority 2 Limited damage, should be recovered immediately Impact Urgency Impact/Urgency Chart
  • Incident Management :Each priority is related to a certain recovery time… Priority 1: Significant damage, must be recovered immediately Priority 2: Limited damage, should be recovered immediately Priority 3: Significant damage, does not need to be recovered immediately Priority 4: Limited damage, does not need to be recovered immediately 1 hour 4 hours 2 hours 8 hours
  • Incident Management - Example
  • Problem Management
  • Problem Management • The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. • It is a proactive approach that prevents recurrence of incidents.
  • Problem Management
  • Problem Management - SDP 1 Problem Record 2 Problem Management Process With analysis 2 How many incidents can be closed if this problem is closed
  • Change Management
  • Change Management • The goal of Change Management is to control and manage approved changes with accepted risk.
  • Change Management Implementation 1 Change Record with Process tabs 2Change Plan Process CAB Approvals 3 4 Release Management
  • Forward Schedule of Changes
  • CMDB • Don’t Complicate CMDB • Implement CMDB start from Critical Servers – • Map services to assets and people using it • Cover points of failure
  • CMDB 1 Which Business Service Depends on this asset 2 How many Users will be affected if this asset fails? 3 Paid software in the assets
  •  We explained what ITIL is  Why you would want to implement it  Discussed the Process Model  Incident Management  Impact/Urgency  Change Management  Problem Management  Problems Management  CMDB database  Any Questions on this?
  • Simulation • Let’s go to the Resources section on Blackboard and review the Spiceworks How- To’s documents…