Master Thesis presentation

1. InTeligent
Interoperable Telecommunications ITIL-compliant
Services Management System
João Casalta Nabais
Advisor at DEI: Alexandre Pinto
Advisor at SAPO: António Cruz
Co-Advisor at DEI: Jorge Cardoso
Domingo, 8 de Setembro de 13

2. Background
• Services became underpinned by technology.
• Services need to be managed.
• ITSM and ITIL Appearance.
2
Domingo, 8 de Setembro de 13

3. Motivation
• Reducing companies costs.
• Increasing ROI (Return On Investment).
• Reducing implementation risks and time.
• Offering the possibility of increased flexibility.
• Impact in real world.
3
Domingo, 8 de Setembro de 13

4. Motivation
4
• Provide a web solution, for ITSM companies to
manage their services lifecycle.
Domingo, 8 de Setembro de 13

5. Problems
• High costs regarding ITIL adoption:
• Training.
• Consulting.
• Limitations of current Service Portfolio
Management System Software:
• Lack of an ITSM services oriented software.
• Lack of an on-line system relating ITSM provider
companies with ITSM customer companies.
5
Domingo, 8 de Setembro de 13

6. Goals
• Development of a set of Interfaces in
conformance with ITIL
• Incident Management
• Problem Management
• Development of a Service Portfolio
Management System (SPMS)
• Used by functional analyst or architect to
customize an ITSM solution
• Complementary to the market
6
Domingo, 8 de Setembro de 13

7. Interface Design
7
Service operation processes | 77
Functional
escalation
Event
management
Web interface Phone call Email
Incident
identification
Is this really
an incident?
Incident logging
Incident
categorization
Incident
prioritization
No
Yes
To request fulfilment
(if this is a service
request) or service
portfolio management
(if this is a change
proposal)
Major incident?Yes
Major incident
procedure
Initial diagnosis
No
Escalation
needed?
YesFunctional
escalation?
Yes
Management
escalation
NoHierarchic
escalation?
Yes
Investigation
and diagnosis
No
No
Resolution
identified?
Resolution and
recovery
Yes
Incident closure
End
No
Figure 4.3 Incident management process flow
Domingo, 8 de Setembro de 13

8. Interface Design
7
Service operation processes | 77
Functional
escalation
Event
management
Web interface Phone call Email
Incident
identification
Is this really
an incident?
Incident logging
Incident
categorization
Incident
prioritization
No
Yes
To request fulfilment
(if this is a service
request) or service
portfolio management
(if this is a change
proposal)
Major incident?Yes
Major incident
procedure
Initial diagnosis
No
Escalation
needed?
YesFunctional
escalation?
Yes
Management
escalation
NoHierarchic
escalation?
Yes
Investigation
and diagnosis
No
No
Resolution
identified?
Resolution and
recovery
Yes
Incident closure
End
No
Figure 4.3 Incident management process flow
Domingo, 8 de Setembro de 13

9. Interface Design
7
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10. Interface Design
7
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11. Interface Design
7
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12. Interface Design
7
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13. Architecture
8
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14. Ontology
9
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15. Ontology
9
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16. Ontology
9
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17. Scenario
10
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18. Scenario
10
We need to handle
user issues
more efficiently
Company
Domingo, 8 de Setembro de 13

19. Scenario
10
We can develop
a solution for you
Consulting Firm
We need to handle
user issues
more efficiently
Company
Domingo, 8 de Setembro de 13

20. Scenario
10
We can develop
a solution for you
Consulting Firm
We will analyse and
design the necessary
ITIL processes to
manage user issues
We need to handle
user issues
more efficiently
Company
Domingo, 8 de Setembro de 13

21. Scenario
10
We can develop
a solution for you
Consulting Firm
We will analyse and
design the necessary
ITIL processes to
manage user issues
We need to handle
user issues
more efficiently
Company
!
No need. We
already have ITIL
conformant
Interfaces for the
processes you
need
Domingo, 8 de Setembro de 13

22. Flow
11
!
SPMS
Consulting Firm
ITSM
Provider
Company ITSM
Consumer
Company
Domingo, 8 de Setembro de 13

23. Flow
11
!
Registers
Adds ITSM Service
Adds BPMN/WSDL
SPMS
Consulting Firm
ITSM
Provider
Company ITSM
Consumer
Company
ITSM
Service
Domingo, 8 de Setembro de 13

24. Flow
11
!
Registers
Adds ITSM Service
Adds BPMN/WSDL
SPMS
Consulting Firm
ITSM
Provider
Company ITSM
Consumer
Company
ITSM
Service
Registers
Requests Instantiation
Domingo, 8 de Setembro de 13

25. Flow
11
!
Registers
Adds ITSM Service
Adds BPMN/WSDL
SPMS
Consulting Firm
Allows Instantiation
ITSM
Provider
Company ITSM
Consumer
Company
ITSM
Service
Instance
ITSM
Service
Registers
Requests Instantiation
Domingo, 8 de Setembro de 13

26. Flow
11
!
Registers
Adds ITSM Service
Adds BPMN/WSDL
SPMS
Consulting Firm
Allows Instantiation
ITSM
Provider
Company ITSM
Consumer
Company
ITSM
Service
Instance
ITSM
Service
Registers
Requests Instantiation
Edits Instance
Assign cost to elements
View Portfolio
Export Linked-USDL
Domingo, 8 de Setembro de 13

27. Demo
12
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28. Evaluation
13
• IM and PM Interfaces evaluated by
SAPO
• SMPS Results:
• Must requirements - 100% (16/16)
• Should requirements - ~58% (7/12)
• Could requirements - 0% (0/2)
Domingo, 8 de Setembro de 13

29. Conclusions
14
• Development of ITIL Interfaces √
• SMPS development √
• Satisfactory Outcome
• Vast technological knowledge acquired
Domingo, 8 de Setembro de 13

30. Future Work
15
• ITIL Interface design for the remaining
processes
• Development of remaining requirements
(Should, Could and Won’t requirements)
• Improve SPMS features
• Publication of a paper: “ITIL Practices
Interface Design”
Domingo, 8 de Setembro de 13

31. InTeligent
Interoperable Telecommunications ITIL-compliant
Services Management System
João Casalta Nabais
Advisor at DEI: Alexandre Pinto
Advisor at SAPO: António Cruz
Co-Advisor at DEI: Jorge Cardoso
Domingo, 8 de Setembro de 13