Rhea Service Desk Presentation V3 Uk


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Rhea Service Desk Presentation V3 Uk

  1. 1. Rhea Service Desk<br />Presenter: Gunther Clauwaert<br />12/01/2011<br />
  2. 2. Overview<br />12/01/2011<br />Rhea Service Desk<br />2<br />
  3. 3. Incident Management (IM)<br />12/01/2011<br />Rhea Service Desk<br />3<br />Incident Management<br />Single Point Of Contact<br />Functional & Technical Service Desk<br />
  4. 4. IM – Single Point of Contact<br />Unique communication channel for logging an incident;<br />All incidentswillbeloggedthroughthisSPOC;<br />Management of the delivered services and incidents;<br />Escalations.<br />12/01/2011<br />Rhea Service Desk<br />4<br />
  5. 5. IM – Functional & Technical Service Desk<br />Functional & Technical Service Desk will handle the following types of calls:<br />Bugs<br />Technical Questions<br />Functional Questions<br />System Availability Questions<br />12/01/2011<br />Rhea Service Desk<br />5<br />
  6. 6. Strategic IT Management (SIM)<br />12/01/2011<br />Rhea Service Desk<br />6<br />Strategic IT Management<br />Financial Management<br />Capacity Management<br />Security Management<br />Resource Management<br />Quality Management<br />Continuity Management<br />
  7. 7. SIM – Security Management <br />Specifies the requirements for establishing, implementing, operating, monitoring, reviewing, maintaining and improving a documented Information Security Management System within the context of the organization's overall business risks.<br />It specifies requirements for the implementation of security controls customized to the needs of individual organizations or parts thereof.<br />Is designed to ensure the selection of adequate and proportionate security controls that protect information assets and give confidence to interested parties.<br />12/01/2011<br />Rhea Service Desk<br />7<br />
  8. 8. SIM – Capacity Management <br />Capacity management provides for the optimum deployment of resources, i.e. right time, right place, right quantity and at a realistic price.<br />Key information to provide this is utilisation of current capacity and upcoming changes in data-volumes, geographical sites or linked systems.<br />During service level management meetings this will be discussed towards KPI results and Business drivers.<br />12/01/2011<br />Rhea Service Desk<br />8<br />
  9. 9. SIM – Continuity Management <br />Covers the processes by which plans are put in place and managed to ensure that IT Services can recover and continue even after a serious incident occurs. It is not just about reactive measures, but also about proactive measures - reducing the risk of a disaster in the first instance.<br />12/01/2011<br />Rhea Service Desk<br />9<br />
  10. 10. SIM – Financial Management <br />Comprises the discipline of ensuring that the IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organization can understand the costs of its IT services<br />12/01/2011<br />Rhea Service Desk<br />10<br />
  11. 11. SIM – Resource Management <br />Resource management is a key element to activity resource estimating and project human resource management. Both are essential components of a comprehensive project management plan to execute and monitor a project successfully<br />12/01/2011<br />Rhea Service Desk<br />11<br />
  12. 12. SIM – Quality Management <br />The process involves assessing the impact of change upon service quality and SLAs.<br />To ensure that the required levels and quality of service are achieved within the resources agreed with Financial Management.<br />Align and realign IT Services to changing business needs by identifying and supporting improvements.<br />12/01/2011<br />Rhea Service Desk<br />12<br />
  13. 13. System & ApplicationMonitoring (SAM)<br />12/01/2011<br />Rhea Service Desk<br />13<br />System & ApplicationMonitoring<br />Activity Based Monitoring<br />AvailibilityMonitoring<br />Performance Monitoring<br />Business Process Monitoring<br />
  14. 14. SAM – AvailibilityMonitoring<br />Availability Monitoring targets to sustain the IT service-availability to support the business at a justifiable cost.<br />The high-level activities are:<br />Realize Availability Requirements<br />Compile Availability Plan<br />Monitor Availability<br />Monitor Maintenance Obligations<br />12/01/2011<br />Rhea Service Desk<br />14<br />
  15. 15. SAM – ActivityBasedMonitoring<br />Operational ABM is about “doing things right”, using activity information to improve efficiency.<br />Those activities which add value and are used intensively can be identified and improved.<br />Activities that don’t add value are the ones that need to be reduced to cut costs without reducing product value.<br />Strategic ABM is about “doing the right things”, using information to decide which products to develop and which activities to use.<br />This can also be used for customer profitability analysis, identifying which customers are the most profitable and focusing on them more.<br />12/01/2011<br />Rhea Service Desk<br />15<br />
  16. 16. SAM – Performance Monitoring<br />To ensure that there is proper feedback validating that the system meets specified performance metrics<br />The planning, design, installation, configuration, and control of the monitoring subsystem specified by an appropriately defined Monitoring Process.<br />The benefits are as follows:<br />It is possible to establish service level agreements at the use case level.<br />It is possible to turn on and turn off monitoring at periodic points or to support problem resolution.<br />It enables the generation of regular reports.<br />It enables the ability to track trends over time – such as the impact of increasing user loads and growing data sets on use case level performance.<br />12/01/2011<br />Rhea Service Desk<br />16<br />
  17. 17. SAM – Business ProcessMonitoring<br />Business Process Monitoring encompasses the tracking of individual processes, so that information on their state can be easily seen, and statistics on the performance of one or more processes can be provided.<br />An example of the tracking is being able to determine the state of a customer order (e.g. ordered arrived, awaiting delivery, invoice paid) so that problems in its operation can be identified and corrected.<br />12/01/2011<br />Rhea Service Desk<br />17<br />
  18. 18. IT Management (ITM)<br />12/01/2011<br />Rhea Service Desk<br />18<br />Release Management<br />IT<br />Management<br />Configuration Management<br />Change Management<br />Problem Management<br />
  19. 19. ITM – Release Management<br />Product enhancements and preventive maintenance are delivered through Releases and Upgrades.<br />"Releases (updates)" involve both functional and technical changes, based on input from regular maintenance and support activities and/or mandatory Industry or Law regulation.<br />12/01/2011<br />Rhea Service Desk<br />19<br />
  20. 20. ITM – Configuration Management<br />Configuration management covers the processes concerned with the registration, storing and maintenance of information about (versions of) system configuration components that are being used, such as Hardware, Software, network, test Systems and Documentation.  <br />In order to guarantee management and maintenance at the desired Service Levels Configuration Management Data will be maintained in a Configuration Management DataBase (CMDB). <br />12/01/2011<br />Rhea Service Desk<br />20<br />
  21. 21. ITM – Change Management<br />Change management relates to the standardized methods and procedures which are used for efficient handling of all Requests for Change (RfC) and which determine which RfC will be executed.<br />Follow all new change requests for the custom environment covered by Service Agreement (goal, impact and planning);<br />approve or reject new change requests via Change Advisory Board;<br />inform on status of ongoing changes; and/or<br />review of implemented changes<br />12/01/2011<br />Rhea Service Desk<br />21<br />
  22. 22. ITM – Problem Management<br />Is the process responsible for managing the lifecycle of all problems. The primary objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.<br />Aim:<br />Higher availability of IT services<br />Higher productivity of business and IT staff<br />Reduced expenditure on workarounds or fixes that do not work<br />Reduction in cost of effort in fire-fighting or resolving repeat incidents<br />12/01/2011<br />Rhea Service Desk<br />22<br />
  23. 23. Service Level Management (SLM)<br />12/01/2011<br />Rhea Service Desk<br />23<br />Service Level Management <br />
  24. 24. SLM – Service Level Agreement<br />12/01/2011<br />Rhea Service Desk<br />24<br />
  25. 25. Customers<br />12/01/2011<br />Rhea Service Desk<br />25<br />
  26. 26. Customers and Technology<br />12/01/2011<br />Rhea Service Desk<br />26<br />
  27. 27. Advantages<br />Pragmatic approach .<br />High technological result.<br />High Quality Support, based on ITIL methodology.<br />Budget Control.<br />Enhanced User Experience.<br />Operational Excellence.<br />12/01/2011<br />Rhea Service Desk<br />27<br />
  28. 28. Demo SD Applicatie<br />12/01/2011<br />Rhea Service Desk<br />28<br />
  29. 29. Service Desk Application<br />12/01/2011<br />Rhea Service Desk<br />29<br />
  30. 30. Q A<br />12/01/2011<br />Rhea Service Desk<br />30<br />