Using Models for Incident, Change, Problem and Request Fulfillment Management


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Using Models for Incident, Change, Problem and Request Fulfillment Management

Developing pre-defined, proceduralized models for different types of Incidents, Change, Problems and Requests make processes more efficient and effective. This webinar will take a look at the different types of models and how they can be a powerful tool for managing services.

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Using Models for Incident, Change, Problem and Request Fulfillment Management

  1. 1. Welcome!© ITSM Academy
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  ITIL Capability (OSA|PPO|RCV|SOA)  Change/Support/SLM  ITIL Lifecycle (SS|SD|ST|SO|CSI)  Public Classes throughout U.S.  ITIL Managing Across the Lifecycle (MALC)  Corporate On-Site Classes  ITIL Service Manager Bridge  Virtual Classes  ISO/IEC 20000 Foundation  Courseware Licensing  MOF Foundation  Corporate & Partner (GEM)  Practical, Value-Add Workshops  Alumni Program  ITSM Leadership  PMI Global Education Provider  ITIL, MOF, ISO 20K Overviews  Apollo 13, Visible Ops: The Class  Certified Woman-Owned  And more!ITIL® is a Registered Trade Mark of the Cabinet Office.© ITSM Academy 2 Welcome!
  3. 3. Agenda  What is a model?  Using models for common processes Incident Problem Request Change  Getting started with modelsThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy 3
  4. 4. What is a Model?  A pre-defined set of procedures Model Elements for handling recurring incidents, problems, changes, requests  Steps to be taken  Sequence of actions  Ensures the process follows a prescribed path or timeline  Responsibilities  Predicts categorization and  Timescales and thresholds priority (impact/urgency)  Escalation procedures  Can be automated  Steps to preserve evidence  Avoids “reinventing the wheel” for each situation Models ensure consistent handling to meet SLA targets.© ITSM Academy 4
  5. 5. Models Can Be Very Simple  Basic models  Expedite low risk, high volume situations  Become part of “standard operating procedures” Request for software model© ITSM Academy 5
  6. 6. Or Very Complex…  Complex models  Predict procedures, resources and timelines  Avoid surprises and bottlenecks  Define the “rules of engagement” in unique, high impact situations© ITSM Academy 6 Major Incident Model
  7. 7. Using Models for Common Processes© ITSM Academy
  8. 8. Incident Models Many incidents involve dealing with something that has happened before and may well happen again.  Incident models can be useful for handling Operational incidents from events Security incidents Capacity incidents Common desktop incidents Incidents requiring a site visit Major incidents© ITSM Academy 8
  9. 9. Problem Models Many problems will be unique and require individual handling.  Problem models can be useful for handling Dormant problems Underlying problems Repetitive problems (across domains, regions, etc.) Supplier-dependent problems Major Problems Problem models will also help define the skills required to identify root cause and permanently remove the error.© ITSM Academy 9
  10. 10. Request Models A service request is a user request for a proven, repeatable, preapproved and proceduralized service.  Request Models can be useful for handling  New hires  Moves  Desktop software installation  Requests for access to a service  Requests for information or help (questions)  Standard procurements and services Request models should include thresholds for scope, budget and authorities.© ITSM Academy 10
  11. 11. Change Models (1) Change models will define the entry into and rigor of Change Management.  Change models will  Communicate what people should expect for each type of change  Define the steps for a specific type of change  Be based on risk and impact  Define authorities and approval  Describe the level of impact assessment  Define timelines and possibly scheduling  Describe documentation requirements Change models can reduce the level of bureaucracy associated with Change Management.© ITSM Academy 11
  12. 12. Change Models (2)  Change Models can be useful in handling Standard changes Major technology or application changes Local changes Emergency changes Changes to the Service Portfolio RFCs to a specific service Project scope change proposal Operational activities such as tuning, no-impact reboots and planned maintenance There should be a separate model for each approved standard change.© ITSM Academy 12
  13. 13. Service Transition Outsourcing Model (ST Figure 5.3) © Crown copyright 2007. Reproduced under license from OGC.© ITSM Academy 13
  14. 14. Getting Started with Models (1)  Review incident, change, problem and request records for the most common or frequent types of situations  Build initial models from previously successful and timely procedures  Build new models as situations arise and lessons learned  Make the models readily available and easy to understand – communication is key to success!© ITSM Academy 14
  15. 15. Getting Started with Models (2)  Adapt the models as necessary  Put every model under Change Control  Whenever possible, automate the models  Report on the use and success of each model  Keep it simple!© ITSM Academy 15
  16. 16. Questions?© ITSM Academy 16
  17. 17. Visible OPS Certified Process Design Engineer (CPDE) ITIL SOA ITIL at the Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Strategy ITIL Service Transition Overview ITIL Service Operation Service Transition Overview ITIL Continual Service Improvement Service Operation Overview ITIL ITSM Roles Foundation and Responsibilities ISO/IEC 20000 Foundation Apollo 13 Simulation ISO/IEC 20000 Foundation Bridge MOF ITIL Executive Overview Foundation Customer Service ITSM Excellence Leadership ITIL Overview Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  18. 18. ITSM Academy Affiliates© ITSM Academy, v2 October 2011 18
  19. 19. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 19
  20. 20. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer Foundation Expert (CPDE) Complementary Course 5 credits Complementary Course 1 credit 1.5 credits Managing Across the Lifecycle (MALC) 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream 2 credits © ITSM Academy 2008 V3 Foundation© ITSM Academy 20
  21. 21. Want to Learn More? ITIL Certification Scheme© ITSM Academy 21