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Implementing ITIL Problem Management June 14, 2007
Introduction <ul><li>“ The  Information Technology Infrastructure Library  ( ITIL® ) is a framework of  best practice  app...
What is ITIL? Introduction What is ITIL? Problem Management Implementation Questions? 2
What is ITIL? <ul><li>The basis for the ITIL approach to service management is  interrelated activities . </li></ul><ul><l...
Problem Management <ul><li>The goal of  Problem Management  is to resolve the root cause of incidents and to minimize the ...
Problem Management Introduction What is ITIL? Problem Management - Goal -  What is Problem Management? Implementation Ques...
Problem Management <ul><ul><li>A  problem  is a condition often identified as a result of multiple Incidents that exhibit ...
Problem Management <ul><li>To identify and take ownership of problems affecting infrastructure and service. </li></ul><ul>...
Problem Management <ul><li>A reduction in the number and business impact of incidents, problems, and known errors. </li></...
Problem Management <ul><li>Problem Control </li></ul><ul><ul><li>Reactive or Proactive-  Concerned with identifying the re...
Problem Management <ul><li>Getting at the Root Cause </li></ul><ul><ul><li>Three types of Causes </li></ul></ul><ul><ul><u...
Problem Management <ul><li>Error Control </li></ul><ul><ul><li>Error identification & recording </li></ul></ul><ul><ul><li...
Implementation <ul><li>Business Benefits </li></ul><ul><ul><li>More predictable support </li></ul></ul><ul><ul><li>Improve...
Implementation <ul><li>Strong, efficient Incident Management Process. </li></ul><ul><li>ITIL-aligned Problem Management Po...
Implementation <ul><li>Number of repeat incidents </li></ul><ul><li>Number of existing problems </li></ul><ul><li>Number o...
Implementation <ul><li>Step 1: Identification of a Core Team: </li></ul><ul><ul><li>Approve the process project’s scope, o...
Implementation Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? - Key Performan...
Implementation <ul><li>Identification of a project team, process owner, and process manager. </li></ul><ul><li>Regular mee...
Implementation <ul><li>Phased rollout of new processes: </li></ul><ul><ul><li>Phase I </li></ul></ul><ul><ul><ul><li>Educa...
Questions? Introduction What is ITIL? Problem Management Implementation Questions?
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June2007 Implementing Itil Problem Mgmt

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  • Transcript of "June2007 Implementing Itil Problem Mgmt"

    1. 1. Implementing ITIL Problem Management June 14, 2007
    2. 2. Introduction <ul><li>“ The Information Technology Infrastructure Library ( ITIL® ) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.” </li></ul>Introduction What is ITIL? Problem Management Implementation Questions? 1
    3. 3. What is ITIL? Introduction What is ITIL? Problem Management Implementation Questions? 2
    4. 4. What is ITIL? <ul><li>The basis for the ITIL approach to service management is interrelated activities . </li></ul><ul><li>When working toward ITIL best practices the organization becomes more customer oriented . </li></ul>Introduction What is ITIL? Problem Management Implementation Questions? 3
    5. 5. Problem Management <ul><li>The goal of Problem Management is to resolve the root cause of incidents and to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. </li></ul>Introduction What is ITIL? Problem Management - Goal Implementation Questions? 4
    6. 6. Problem Management Introduction What is ITIL? Problem Management - Goal - What is Problem Management? Implementation Questions? 5
    7. 7. Problem Management <ul><ul><li>A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant. </li></ul></ul><ul><ul><li>A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around. </li></ul></ul>Introduction What is ITIL? Problem Management - Goal - What is Problem Management? - Definitions Implementation Questions? 6
    8. 8. Problem Management <ul><li>To identify and take ownership of problems affecting infrastructure and service. </li></ul><ul><li>To take steps to reduce the impact of incidents and problems. </li></ul><ul><li>To identify the root cause of problems and to initiate activity aimed at establishing workarounds or permanent solutions to these identified problems. </li></ul><ul><li>Using recorded problem and incident data, perform trend analysis to predict future problems and enable prioritization of problem management activity. </li></ul>Introduction What is ITIL? Problem Management - Goal - What is Problem Management? - Definitions - Objectives Implementation Questions? 7
    9. 9. Problem Management <ul><li>A reduction in the number and business impact of incidents, problems, and known errors. </li></ul><ul><li>Improved IT service quality as customers experience fewer repeat incidents. </li></ul><ul><li>Increased cost effectiveness of support resources as steps are taken to reduce the time spent by teams in repetitive, time consuming, and costly support tasks. </li></ul><ul><li>Increased knowledge capital. </li></ul><ul><li>Improved organizational learning as accurate recording of problem management data leads to trending and identification of areas that really require attention. </li></ul><ul><li>Increased first time fix rate at the service desk as workarounds can be deployed to increase the speed of service restoration. </li></ul>Introduction What is ITIL? Problem Management - Goal - What is Problem Management? - Definitions - Objectives - Benefits Implementation Questions? 8
    10. 10. Problem Management <ul><li>Problem Control </li></ul><ul><ul><li>Reactive or Proactive- Concerned with identifying the real underlying causes of incidents in order to prevent future occurrences. </li></ul></ul><ul><ul><ul><li>Three phases : </li></ul></ul></ul><ul><ul><ul><ul><li>Problem identification & recording </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Problem classification </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Problem investigation & diagnosis </li></ul></ul></ul></ul>Introduction What is ITIL? Problem Management - Goal - What is Problem Management? - Definitions - Objectives - Benefits - Identifying Problems Implementation Questions? 9
    11. 11. Problem Management <ul><li>Getting at the Root Cause </li></ul><ul><ul><li>Three types of Causes </li></ul></ul><ul><ul><ul><li>Presumptive cause (s): a cause that may be apparent at the beginning of the investigation or that emerges in the data collection process. Needs validation. </li></ul></ul></ul><ul><ul><ul><li>Contributing cause (s): a cause that alone would not have caused the problem but is important enough to be recognized as needing corrective action. </li></ul></ul></ul><ul><ul><ul><li>Root Cause : the most basic reason for a problem, which, if corrected will prevent recurrence of that problem. </li></ul></ul></ul><ul><ul><li>Techniques </li></ul></ul><ul><ul><ul><li>Ishikawa diagrams (Fishbone) </li></ul></ul></ul><ul><ul><ul><li>5 Whys </li></ul></ul></ul><ul><ul><ul><li>Kepner and Tregoe </li></ul></ul></ul>Introduction What is ITIL? Problem Management - Goal - What is Problem Management? - Definitions - Objectives - Benefits - Identifying Problems Implementation Questions? 10
    12. 12. Problem Management <ul><li>Error Control </li></ul><ul><ul><li>Error identification & recording </li></ul></ul><ul><ul><li>Error assessment </li></ul></ul><ul><ul><li>Recording the Error resolution </li></ul></ul><ul><ul><li>Closing the Error and associated problems </li></ul></ul>Introduction What is ITIL? Problem Management - Goal - What is Problem Management? - Definitions - Objectives - Benefits - Identifying Problems Implementation Questions? 11
    13. 13. Implementation <ul><li>Business Benefits </li></ul><ul><ul><li>More predictable support </li></ul></ul><ul><ul><li>Improved customer satisfaction </li></ul></ul><ul><ul><li>Increased productivity because of more reliable services. </li></ul></ul><ul><li>Financial Benefits </li></ul><ul><ul><li>Support costs decline as monies are spent on a more targeted deliberate fashion where most needed. </li></ul></ul><ul><li>Employee Benefits </li></ul><ul><ul><li>Clearly defined roles and responsibilities </li></ul></ul><ul><ul><li>Increased IT staff productivity </li></ul></ul><ul><li>Innovation Benefits </li></ul><ul><ul><li>Improved ability to recognize changing trends and the ability to adapt more quickly. </li></ul></ul><ul><li>Internal IT Benefits </li></ul><ul><ul><li>Improved metrics and reporting </li></ul></ul><ul><ul><li>Process benefits are repeatable and consistent </li></ul></ul><ul><ul><li>Improved visibility and reputation of the IT department </li></ul></ul>Introduction What is ITIL? Problem Management Implementation - Benefits Questions? 12
    14. 14. Implementation <ul><li>Strong, efficient Incident Management Process. </li></ul><ul><li>ITIL-aligned Problem Management Policies, Processes and Procedures </li></ul><ul><li>Dedicated Problem Manager </li></ul><ul><li>Problem classification categories </li></ul><ul><li>Problem trend reports </li></ul><ul><li>Publicized Known Errors </li></ul><ul><li>Root Cause Analysis skills and culture </li></ul><ul><li>Support from upper-level management </li></ul>Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? Questions? 13
    15. 15. Implementation <ul><li>Number of repeat incidents </li></ul><ul><li>Number of existing problems </li></ul><ul><li>Number of existing Known Errors </li></ul><ul><li>Average time for diagnosis of Problems </li></ul><ul><li>Average time for resolution of Known Errors </li></ul><ul><li>Number of open Problems </li></ul><ul><li>Number of open Known Errors </li></ul><ul><li>Number of repeat Problems </li></ul>Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? - Key Performance Indicators Questions? 14
    16. 16. Implementation <ul><li>Step 1: Identification of a Core Team: </li></ul><ul><ul><li>Approve the process project’s scope, objectives, risks, budget & resources. </li></ul></ul><ul><ul><li>Approve the project strategies and approach. </li></ul></ul><ul><ul><li>Ensure the process implementations are all mutually supporting and support the ITIL program objectives. </li></ul></ul><ul><li>Step 2: Determination of Scope: </li></ul><ul><ul><li>Kelly Service’s decided to implement all modules within the Service Support and Service Delivery sections. </li></ul></ul><ul><ul><ul><li>Service Support </li></ul></ul></ul><ul><ul><ul><ul><li>Configuration Management, Change Management, Release Management, Incident Management, Problem Management, Service Desk. </li></ul></ul></ul></ul><ul><ul><ul><li>Service Delivery </li></ul></ul></ul><ul><ul><ul><ul><li>Service Level Management, Financial Management, Capacity Management, IT Service Continuity, Availability Management </li></ul></ul></ul></ul>Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? - Key Performance Indicators - How did Kelly do it? Questions? 15
    17. 17. Implementation Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? - Key Performance Indicators - How did Kelly do it? Questions? 16
    18. 18. Implementation <ul><li>Identification of a project team, process owner, and process manager. </li></ul><ul><li>Regular meetings to engineer process and implementation strategy for the organization. </li></ul><ul><li>Define the roles of Problem Manager and Problem Analyst(s). </li></ul><ul><li>Select the methods to be used for root cause analysis. </li></ul>Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? - Key Performance Indicators - How did Kelly do it? Questions? 17
    19. 19. Implementation <ul><li>Phased rollout of new processes: </li></ul><ul><ul><li>Phase I </li></ul></ul><ul><ul><ul><li>Educate staff, get them excited, let them know what we plan to do and why. </li></ul></ul></ul><ul><ul><li>Phase II </li></ul></ul><ul><ul><ul><li>Start small – implement a portion of the new process first. Let it start to become “natural”. Begin with reactive problem management before beginning proactive monitoring. </li></ul></ul></ul><ul><ul><ul><li>Focus on process compliance first – efficiency and quality will come with time. </li></ul></ul></ul><ul><ul><li>Phase III </li></ul></ul><ul><ul><ul><li>Increase the scope to include the full process changes. </li></ul></ul></ul><ul><ul><ul><li>Work to improve quality and efficiency of the processes. </li></ul></ul></ul>Introduction What is ITIL? Problem Management Implementation - Benefits - What do you need? - Key Performance Indicators - How did Kelly do it? Questions? 18
    20. 20. Questions? Introduction What is ITIL? Problem Management Implementation Questions?
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