Service Reporting and how it applies to   your Collaborative Environment                   1
What is this presentation about ?What is a service ?What is delivering IT as a service all about ?Why is it important to y...
Set ExpectationsMeet and exceed customer expectations ....  • What do you do ?  • How do you meet customer requirements  •...
Exceed ExpectationsPurpose of this presentation .. give you the structure and tools to identify, measure anddeliver a serv...
Who am I ?Eileen Fitzgerald• Notes Administrator, Global Notes Architect• Manager Domino Administration team and Domino De...
General Company presentation• Created in 1996 – Over 14 Years OLD• Global Presence with support in Europe , States and Ind...
Over 500 Global clients worldwide                                    3
GSX ApproachClient	  Simula4on                                                       We	  report	  on	  the	  service	  Re...
Some Terminology• Service - What you deliver to your customers• Availability - Availability of your servers and service ca...
AgendaService DefinitionDelivery OptionsQuality MeasurementMonitoring and ReportingOperational ManagementContinuous improv...
Service Definition - The BusinessMultiple ServicesDifferent aspects of the business use differentfeaturesLook at the servi...
Service DefinitionWhat is it ?Who are the customers ?How does it assist the Business ?What are the deliverables ?How are y...
Service Delivery–Options for Service delivery  • On Premise - Hosting and Management  • On Premise hosting, off-site Manag...
Service DeliveryIf you outsource service delivery to a third partyensure that the underpinning contract supportsyours–Do n...
Measuring Quality        15
Quality Measurements                Fit	  for	  purpose	  ?	                  Fit	  for	  use	  ?	                  Value	...
Quality MeasurementsPrice vs Value– Volume - Quantifiable metric– Time Criticality– Capacity - Ability to meet demand  • H...
Quality Measurements–Value Creation  • What is our business ?  • Who are our customers ?  • What does our customer value ?...
Operational ManagementAvailability • Can the user access it in the agreed manner ?Capacity • Variations in demand accommod...
Operational ManagementService CatalogService OwnerOperations / Service Delivery managerBusiness Account managerService Des...
Monitoring and ReportingIts not just about Availability BUT ..–DR VS BC–Business hours–MaintenanceHow do you report on Qua...
Monitoring and ReportingBy Service not serverService Critical Success factorsOne server may deliver multiple different ser...
Reporting Requirements                         23
Reporting RequirementsService	  	  Repor4ng	  System	  Repor4ng	                                    24
25
SLA’s and KPI’sSLA’s ( Service Level Agreements )–Formal agreements on quality of service delivery with frequently cost im...
SLA’s and KPI’sSLA’s are normally trendsUnderstand the KPI’s that influence your SLABe able to track KPI’s via Real Time a...
28
Continuous Improvement          Understand your trends          Baseline          Monitor     29
Continuous Improvement Understanding Demand Trends =being able to anticipate and manage       capacity requirements       ...
Continuous ImprovementService Review on a regular basisRe - view capacity requirementsInvolve the businessHave base lines ...
Why is this important to you ?Quantifiable metrics of the Value that you add to theorganization                           ...
Why is this important to you ?Understand the business impact of what we doUnderstand user / usage metrics and usageCustome...
Examples Specific to the Collaboration           Environment                 34
Standard Service Requests–Standard Repeatable Requests–Right or wrong Answer–Exact same process every time–Normal time to ...
Standard Service Requests&!!"%#!"%!!"                                                                                    -...
Standard Service Requests          37
Standard Service Requests          38
Standard Service Requests–Critical to the management of a service–Can be delegated but in a controlled manner–Delegate and...
AvailabilityService Reporting • SLA    – Server Availability is an underlying requirement for ALL Services    – Be able to...
EmailService Reporting–SLA and KPI’s • Messaging    – SLA = Mail delivery time    – KPI’s = Dead Mail, pending mail, % Suc...
Application DatabasesPotential SLA’s  • Application response times  • Data update times ( agents )  • DB Open time  • Link...
ClustersSLA’s– % AvailabilityKPI’s–Individual Server Availability–Availability Index–No of Seconds in Queue–No of items in...
SummaryThe Server is not the Service you are delivering to thebusinessIdentify the different services you supply to the bu...
Thank you !!www.gsx.comefitzgerald@gsx.com                                ?When you see the IT service light , come and se...
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GSX_BLUGpresentation 2011

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Service Reporting and how it applies to your Collaborative Environment.

Service Delivery is a an often used phrase currently, but what is a service ? How do you report on quality of service delivery ? Eileen shall take you through the definition of Service Delivery as it relates to your collaboration tools ( Domino , Sametime, Quickr , BES , Traveller ,) whether hosted on site , via a service provider , via a hosting service provider or the cloud.

Using ITIL Terms and Definitions we shall break down service delivery and how it relates to your Collaborative System , from Administrators to Management to Customers. From Technical KPI's ( Key Performance Indicators ) to Customer SLA's ( Service Level Agreements ). Expect lots of Buzz words such as Capacity Management , Availability Management, Demand Management .. but have them accompanied with practical examples that clarifies them.

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GSX_BLUGpresentation 2011

  1. 1. Service Reporting and how it applies to your Collaborative Environment 1
  2. 2. What is this presentation about ?What is a service ?What is delivering IT as a service all about ?Why is it important to you ? 2
  3. 3. Set ExpectationsMeet and exceed customer expectations .... • What do you do ? • How do you meet customer requirements • How do you identify expectations? • How do you measure meeting these expectations ? 3
  4. 4. Exceed ExpectationsPurpose of this presentation .. give you the structure and tools to identify, measure anddeliver a service to your customers 4
  5. 5. Who am I ?Eileen Fitzgerald• Notes Administrator, Global Notes Architect• Manager Domino Administration team and Domino Development team, Via ITIL• GSX - Product Manager and Customer Service• Masters in Project Management• ITIL Certified• Just a little ittty bit process oriented 5
  6. 6. General Company presentation• Created in 1996 – Over 14 Years OLD• Global Presence with support in Europe , States and India• over 500 medium and large size Enterprise clients: more than 30% of theFortune 100 use GSX Monitor for their monitoring needs• 30% of the GSX’ benefits are reinvested in R&D 2
  7. 7. Over 500 Global clients worldwide 3
  8. 8. GSX ApproachClient  Simula4on We  report  on  the  service  Report  on  the  User  experience via  system  monitoring   Collabora4on Environment Set  up  reports  and  monitors   Consistent  monitoring  metrics   to  monitor  KPI’s  and  SLA’s  cri4cal   and  repor4ng  across   to  your  business  and  customers mul4ple  systems 4
  9. 9. Some Terminology• Service - What you deliver to your customers• Availability - Availability of your servers and service can be two different things• Opportunity Cost - The cost of the lost opportunity of what you could be doing instead• ITIL - IT Infrastructure Library - Frame Work for service delivery• Incidents - Something is not working the way its suppose to ( not necessarily broken)• Severity - Relation to incidents, Impact on the business• Qualitative ( non numerically measurable) , Quantitative ( numerically measurable)• Pedantic - ME 9
  10. 10. AgendaService DefinitionDelivery OptionsQuality MeasurementMonitoring and ReportingOperational ManagementContinuous improvementWhy this is important to you !!Specific examples by collaborative technology 10
  11. 11. Service Definition - The BusinessMultiple ServicesDifferent aspects of the business use differentfeaturesLook at the service not the technologyLook at the business not the infrastructureBC / DR = FAIL if it is technology driven and notbusiness focused 11
  12. 12. Service DefinitionWhat is it ?Who are the customers ?How does it assist the Business ?What are the deliverables ?How are you going to deliver them ?How are you going to track them ?How do you define and report on customerexpectations ? 12How do you bill ?
  13. 13. Service Delivery–Options for Service delivery • On Premise - Hosting and Management • On Premise hosting, off-site Managed Services • Fully Hosted Services • Cloud • On Premise hosting , off site application managed services ( Development etc ) 13
  14. 14. Service DeliveryIf you outsource service delivery to a third partyensure that the underpinning contract supportsyours–Do not forget to factor in in-house overheads • Legal • Contract Managers • Managing and measuring service being delivered to you. – The providers - HOW do you measure them ? • Service desk - Escalations points • Business Account Managers • Supplier Managers–Aligning Demand with customer demand 14
  15. 15. Measuring Quality 15
  16. 16. Quality Measurements Fit  for  purpose  ?   Fit  for  use  ?   Value  for  money  ?  
  17. 17. Quality MeasurementsPrice vs Value– Volume - Quantifiable metric– Time Criticality– Capacity - Ability to meet demand • Hardware and Software Requirements • Human Resource requirements ( volume and skills) • Overheads–Criticality to the Business 17
  18. 18. Quality Measurements–Value Creation • What is our business ? • Who are our customers ? • What does our customer value ? • How do they use our service ? • How are the services of value to them ? – What are the outcomes that matter ? – How are they identified in terms of customer perceptions and preferences ? 18
  19. 19. Operational ManagementAvailability • Can the user access it in the agreed manner ?Capacity • Variations in demand accommodated within agreed range ( Demand Management )Continuity • Assurances of support during major failures or disruptive events • You may be able to / differentiate between BC and DRSecurity • Authorized and accountable usage , as specificed by the customer 19
  20. 20. Operational ManagementService CatalogService OwnerOperations / Service Delivery managerBusiness Account managerService DeskSupplier ManagerContract Manager 20
  21. 21. Monitoring and ReportingIts not just about Availability BUT ..–DR VS BC–Business hours–MaintenanceHow do you report on Quantity?How do you Quantify Quality ?As part of Service Management you need to ensureyou factor in Capacity ManagementFactor in the overhead of monitoring and reportinginto the cost of delivering a service 21
  22. 22. Monitoring and ReportingBy Service not serverService Critical Success factorsOne server may deliver multiple different services todifferent customers , Mail , Databases etc etcYour service may be up and running but is itdelivering the quality of service that you expect it to ? 22
  23. 23. Reporting Requirements 23
  24. 24. Reporting RequirementsService    Repor4ng  System  Repor4ng   24
  25. 25. 25
  26. 26. SLA’s and KPI’sSLA’s ( Service Level Agreements )–Formal agreements on quality of service delivery with frequently cost implicationsKPI’s ( Key Performance Indicators )–Impact on the SLA’s NOT in how they are calculated but the SLA’s them selvesIdentify KPI’s that impact on your SLAProactive SLA management, No one wants to bereacting to a broken SLA. 26
  27. 27. SLA’s and KPI’sSLA’s are normally trendsUnderstand the KPI’s that influence your SLABe able to track KPI’s via Real Time and TrendsImmediate Alert on KPI’s 27
  28. 28. 28
  29. 29. Continuous Improvement Understand your trends Baseline Monitor 29
  30. 30. Continuous Improvement Understanding Demand Trends =being able to anticipate and manage capacity requirements 30
  31. 31. Continuous ImprovementService Review on a regular basisRe - view capacity requirementsInvolve the businessHave base lines , understand what is standardReview your service offering(s)–Add–Remove–Modify–Improve 31
  32. 32. Why is this important to you ?Quantifiable metrics of the Value that you add to theorganization 32
  33. 33. Why is this important to you ?Understand the business impact of what we doUnderstand user / usage metrics and usageCustomer ServiceYou cannot manage what do you not understandPrioritize , Organize, Understand , Manage, DeliverOps marketing 33
  34. 34. Examples Specific to the Collaboration Environment 34
  35. 35. Standard Service Requests–Standard Repeatable Requests–Right or wrong Answer–Exact same process every time–Normal time to complete every time–More than account management ... 35
  36. 36. Standard Service Requests&!!"%#!"%!!" -<=+"("-(34">4+"$#!" ?+)(;+"("68+." @+4+9+"("A8+."$!!" B.+(9+"("68+." #!" !" "" " " "" " " 5"" 9" ." ," " (5 +" ) /0 .34 8 ,+ 4 ) 76 ( *+ 6 - 12 (. 6 +; 16 - 29 :+ 36
  37. 37. Standard Service Requests 37
  38. 38. Standard Service Requests 38
  39. 39. Standard Service Requests–Critical to the management of a service–Can be delegated but in a controlled manner–Delegate and free up technical Admins for more business value added tasks–Opportunity Costs 39
  40. 40. AvailabilityService Reporting • SLA – Server Availability is an underlying requirement for ALL Services – Be able to monitor and report on Server AND cluster availability • KPI’s – Availability Index – Diskspace – CPU, Memory – Server Transactions – Cluster stats 40
  41. 41. EmailService Reporting–SLA and KPI’s • Messaging – SLA = Mail delivery time – KPI’s = Dead Mail, pending mail, % Successful delivery • Availability – SLA = Availability ( don’t forget server vs cluster, maintenance, business hours etc etc – KPI’s = Availability index, %CPU, Diskspace, No of sessions, no of transactions 41
  42. 42. Application DatabasesPotential SLA’s • Application response times • Data update times ( agents ) • DB Open time • Link Open time ? • Failover time–KPI’s associated with them • Indexer update • No of sessions opened • % CPU time • % Mem in use • % Physical disk space available • Agent success / agent failure 42
  43. 43. ClustersSLA’s– % AvailabilityKPI’s–Individual Server Availability–Availability Index–No of Seconds in Queue–No of items in Queue–Cluster task’s availability 43
  44. 44. SummaryThe Server is not the Service you are delivering to thebusinessIdentify the different services you supply to the businessIdentify expectations of quality of service deliveryIdentify how to monitor and report on Quantity andQuality of Service DeliveryAgree and report on SLA’s. Identify and monitor KPI’sConstantly review and communicateIts not about technology, its the business 44
  45. 45. Thank you !!www.gsx.comefitzgerald@gsx.com ?When you see the IT service light , come and see GSXeileen@eileenfitzy.com 45

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