Welcome!
                 W l    !
                 Using M d l f Incidents, P bl
                 U i Models for I id    ...
About ITSM Academy

        Accredited Education                    Ft. Lauderdale, Dallas, Wash DC
                    ...
Agenda

      What is a model?
      U i models f common processes
       Using d l for
        Incident
        P bl
...
What is a Model?

       A pre-defined set of procedures                   Model Elements
        for handling recurring ...
Models Can Be Very Simple


   Basic models
     Expedite low risk,
      high volume situations
     Become part of
  ...
Or Very Complex…

   Complex models
        Predict procedures,
         resources and timelines
        Avoid surprise...
Using M d l f C
                 U i Models for Common Processes
                                       P




© ITSM Acade...
Incident Models

            Many incidents involve dealing with something that has happened
                           be...
Problem Models

           Many problems will be unique and require individual handling.


          Problem models can b...
Request Models

                     A service request is a user request for a proven, repeatable,
                       ...
Change Models (1)

      Change models will define the entry into and rigor of Change Management.

                       ...
Change Models (2)

          Change Models can be useful in handling
                 Standard h
                 S d d...
Change Model for Outsourcing (ST Figure 5.3)




                                  © Crown copyright 2007. Reproduced unde...
Getting Started with Models (1)

                    Review incident, change, problem and
                     request re...
Getting Started with Models (2)

            Adapt the models as necessary
            Put every model under Change Cont...
Questions?
                 Q ti ?




© ITSM Academy                16
ITSM Academy Affiliates




© ITSM Academy               17
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Using Models for Incident, Change, Problem and Request Fulfillment Management - ITSM Academy Webinar

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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.

Published in: Technology

Using Models for Incident, Change, Problem and Request Fulfillment Management - ITSM Academy Webinar

  1. 1. Welcome! W l ! Using M d l f Incidents, P bl U i Models for I id Problems, Changes Ch and Requests Jayne Groll, ITSM Academy © ITSM Academy 1
  2. 2. About ITSM Academy  Accredited Education  Ft. Lauderdale, Dallas, Wash DC & Phoenix - Public  ITIL Foundation  Corporate on-site Classes  ITIL Foundation and Managers Bridge  Virtual Classes  ITIL Lifecycle, Capability and MALC  Certified Process Design Engineer  Courseware Licensing (CPDE)  Alumni Program  ISO/IEC 20000 Foundation  PMI Global Education Provider  Microsoft Operations Framework (MOF)  Federal Government (GSA) Go ernment Foundation Contractor  Practical, Value-Add Workshops  Certified Woman-Owned  Apollo 13 - an ITSM Case Experience™  T Tens of thousands of learners f th d fl trained since 2003  Visible Ops: The Class  ITSM Professional Diplomas  ITIL, MOF, ISO 20K Awareness  And More! Welcome! © BayCare Health System ITSM Academy ITSM Academy 2
  3. 3. Agenda  What is a model?  U i models f common processes Using d l for Incident P bl Problem Request Change  Getting started with models Thanks 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 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  St Steps to preserve evidence t id  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 procedures” Request f software model R for f d l © 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 M d l f C U i Models for Common Processes P © ITSM Academy 7
  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 p Underlying problems Repetitive problems (across domains, regions, etc.) p p ( , g , ) Supplier-dependent problems Major Problems Problem models will also help define the skills required to identify root cause and permanently remove the error 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 RRequests f access to a service for i  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 p  Be based on risk and impact  Define authorities and approval  Describe the level of impact assessment  D f timelines and possibly scheduling Define l d bl h d l  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 h S d d changes Major technology or application changes Local changes Emergency changes Changes to the Service Portfolio g 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. Change Model for Outsourcing (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 t d f th t 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? Q ti ? © ITSM Academy 16
  17. 17. ITSM Academy Affiliates © ITSM Academy 17

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