WebMD on IT Service Management         September, 2011
Agenda About WebMD Architecture and implementation Key features and tips Acknowledgement Q/A                              ...
About WebMD • Most Recognized & Trusted Brand of Health Information • Serves consumers, physicians, other healthcare profe...
What we had… One single ticket flow and ticket Inadequate data management Manual dispatch mechanism Prone to human errors ...
Business Needs  Simple, cost-effective, flexible IT Service Desk that tracks   – 1600 corporate employees’ helpdesk reques...
Our ITSM System Evaluation Check List                                        6
Why We Chose Serena For ITSM1.   Functionality2.   Needs3.   Maintenance and administration4.   Integration5.   User impac...
Design Consideration  Simulate across-team interactions and communications  Ticket hierarchy to represent different ITSM t...
Ticket Hierarchy  acronym   hierar ticket type        purpose           input                             submitter   owne...
Ticket Submission Tree                         10
Results  We decided to start our ITSM project with SBM  Scope of implementation   – ITSM – release management Q3/2010   – ...
Key features  Group-based privilege management  Parent-child ticket model  Leverage Aux table  Automatic ticket title and ...
Parent/Child ticket model  Sub-task transition   – Higher tier tickets as parent, lower tier ones as children   – Data inh...
Leverage Aux Table-1  Aux tables and data management   – More than 10 aux tables are created.   – Used as single/multiple ...
Leverage Aux Table-2  Ticket assignment by aux item selected   – Submitter should be able to submit a ticket without knowl...
Automatic Title and Counter  Auto generated ticket title   – To avoid miscommunication and human error, most ticket     ti...
Integrated Approval Process  Live Code drop approving process   – In WebMD, all live (production) code drops require     a...
SBM Mobile  Designed for approval process  SMS with SBM URI to access the ticket with SBM Mobile  sbmmobile://firstaid.mob...
Reports  One of the key requirement of the ITSM project is to create  meaningful reports for   – Upper management   – Proj...
Status Report   Multi-view Report for request breakdown by request type - SysOps   Multi-view Report for product status an...
Application Version Report  Show latest closed tickets for each application in each  environment  PM uses the report to ch...
Acknowledgement Serena Software Inc.  –   John Hastings-Kimball  –   Kartik Raghavan  –   Digant Shah  –   Rick Tyler Key ...
Q/A      23
Supplemental Material                        24
Release Management                     25
Environment Engagement                         26
Code Drop            27
Build Deployment Form                        28
Application Deployment Flow                              29
Incident Management • Incident ManagementReport 1       Report 2        Report 3             Incident TicketResponse 1    ...
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Itsm serena x-change2011

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  • Original header slide and topic for Serena xChange 2011 in Las Vegas
  • One single ticket flow and ticket form to cover all business processes in IT department (application deployment, host provisioning, DB change…etc) Limited custom fields; most information is stored in Description text field No auto dispatch mechanism: submitter needs to know whom the backend engineer is and assign the ticket to Human mistakes results inefficient process and high communication costs (missing required information, wrong ticket assignment…etc) Difficult to generate meaningful reports to track different business behaviors
  • Simple, cost-effective, flexible IT Service Desk that tracks 1600 corporate employees’ helpdesk requests 250 employees in the technology department service requests’ that are fielded by individual technical operations groups (hardware provisioning, operating system builds, network port and ACL configuration, etc.) Incident & problem management – the ability to track, respond, communicate and analyze interruptions to, or reductions in, the quality of services delivered to the business Change management – the ability to track, approve and communicate changes to infrastructure that have the potential to impact other services to the business Release management – ensure all approvals are in place prior to an application release
  • Simulate across-team interactions and communications Ticket hierarchy to represent different ITSM tiers – release, environment engagement, code drop, application deployment, and operation service Each business process has its own ticket flow and custom fields only needed in the process Avoid human input: auto-generated text fields, dropdowns instead of text fields, data inheritance from higher tiers Submitters are able to focus on business tasks only; no need to worry about ticket dispatch in backend Use custom fields to create reports for different perspectives
  • 5355 in 6 months 13812 in 11 months 0 downtime, no dedicated resource on SBM platform Serena Software 12/21/12 Copyright © 2010 Serena Software, Inc.
  • Itsm serena x-change2011

    1. 1. WebMD on IT Service Management September, 2011
    2. 2. Agenda About WebMD Architecture and implementation Key features and tips Acknowledgement Q/A 2
    3. 3. About WebMD • Most Recognized & Trusted Brand of Health Information • Serves consumers, physicians, other healthcare professionals, employers and health plans. • 105 million visitors/month on both desktop and mobile platforms 3
    4. 4. What we had… One single ticket flow and ticket Inadequate data management Manual dispatch mechanism Prone to human errors Poor report 4
    5. 5. Business Needs Simple, cost-effective, flexible IT Service Desk that tracks – 1600 corporate employees’ helpdesk requests – 250 employees in the technology department service requests’ that are fielded by individual technical operations groups Incident & problem management Change & notification management Release management 5
    6. 6. Our ITSM System Evaluation Check List 6
    7. 7. Why We Chose Serena For ITSM1. Functionality2. Needs3. Maintenance and administration4. Integration5. User impact6. Cost7. Support8. Future growth 7
    8. 8. Design Consideration Simulate across-team interactions and communications Ticket hierarchy to represent different ITSM tiers Business process oriented Minimize human input Focus on business tasks Efficient reporting 8
    9. 9. Ticket Hierarchy acronym hierar ticket type purpose input submitter owner parent chy RM L4 release management, portal PM PM - management communication project name EE L3 environment management, environment PM PM RM engagement communication CD L2 code drop management, code drop number* (auto QA QA EE communication counter) AB L1 application build service request Product QA techops CD Application Build information SR L1 other ops and dm service request depends on different request type IT dm or ops AB or standalone requests 9
    10. 10. Ticket Submission Tree 10
    11. 11. Results We decided to start our ITSM project with SBM Scope of implementation – ITSM – release management Q3/2010 – ITSM – incident management Q4/2010 – Employee Request Q1/2011 – ITSM – notification/change management Q3/2011 Summary as of 7/31/2011 – Monthly release since Q4/2011 – 111 change requests – ITSM service requests – 13812 – Employee requests – 5355 – Incident management – 1519 11
    12. 12. Key features Group-based privilege management Parent-child ticket model Leverage Aux table Automatic ticket title and event counter Integrated approval process SBM Mobile Custom report SERENA SOFTWARE INC. 12 12
    13. 13. Parent/Child ticket model Sub-task transition – Higher tier tickets as parent, lower tier ones as children – Data inheritance: users don’t need to input fields that exists in higher tiers already – Process control with transition action • Example 1: Code drop ticket stays in process state until all its children (build deployment) are completed. • Example 2: After code drop is approved, all its children (stay in review state) are pushed to backend operation team. 13
    14. 14. Leverage Aux Table-1 Aux tables and data management – More than 10 aux tables are created. – Used as single/multiple relational fields in workflows – Data of each aux table is managed by different team: less maintenance overhead for SBM admin team – Example: • Product, Application tables are owned by Product Operation teams • OS table is owned by System Operation team • VLAN table is owned by Net Operation team 14
    15. 15. Leverage Aux Table-2 Ticket assignment by aux item selected – Submitter should be able to submit a ticket without knowledge of backend supporting engineers – Create User field in aux table – Use mashup script to set ticket owner as user field from a relational field (aux item) – Example: All build deployment tickets are dispatched based on the selected “Product” • CMS product aux item has CMS ops team as product owner • Submitter selects “CMS” in “product” relational field • Mashup script makes the CMS ops team as the ticket owner 15
    16. 16. Automatic Title and Counter Auto generated ticket title – To avoid miscommunication and human error, most ticket titles are auto generated – Use SBM script and custom data fields to generate title • Code drop title = Portal + Release title + Environment + code drop# (Consumer R9 QA01 cd#5) • Build title = Portal + Release title + Environment + code drop# + application (Consumer R9 QA01 cd#5 ATS) 16
    17. 17. Integrated Approval Process Live Code drop approving process – In WebMD, all live (production) code drops require approval from upper managers – After submitter creates all the build deployment tickets under a code drop, use JavaScript to block action buttons of the build tickets – all tickets stay in “submitter review” state – Once code drop is approved, transition action will transfer all the build tickets to operation teams – If rejected and submitter decides to cancel the code drop, transition action will withdraw all build tickets 17
    18. 18. SBM Mobile Designed for approval process SMS with SBM URI to access the ticket with SBM Mobile sbmmobile://firstaid.mobile.webmd.net/tmtrack/tmtrack.dll?View&I=$RECORDID()&T=$TABLEID() 18 18
    19. 19. Reports One of the key requirement of the ITSM project is to create meaningful reports for – Upper management – Project manager – Team owner/member – Individual users 19
    20. 20. Status Report Multi-view Report for request breakdown by request type - SysOps Multi-view Report for product status and request breakdown by team - ProdOps 20
    21. 21. Application Version Report Show latest closed tickets for each application in each environment PM uses the report to check which application version is deployed in each environment 21
    22. 22. Acknowledgement Serena Software Inc. – John Hastings-Kimball – Kartik Raghavan – Digant Shah – Rick Tyler Key contributors in WebMD – Teresa Dietrich – Senior Director, Technical Operations – Roger Hsu – Lead Production Engineer, Site Reliability Engineering – Derek Chang – Director, Site Reliability Engineering 22 22
    23. 23. Q/A 23
    24. 24. Supplemental Material 24
    25. 25. Release Management 25
    26. 26. Environment Engagement 26
    27. 27. Code Drop 27
    28. 28. Build Deployment Form 28
    29. 29. Application Deployment Flow 29
    30. 30. Incident Management • Incident ManagementReport 1 Report 2 Report 3 Incident TicketResponse 1 Response 2 Review 1 Review 2 30

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