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.

1. Service Reporting and how it applies to
your Collaborative Environment
1

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. Set Expectations
Meet 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. Exceed Expectations
Purpose of this presentation .. give you the structure and tools to identify, measure and
deliver a service to your customers
4

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. 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 the
Fortune 100 use GSX Monitor for their monitoring needs
• 30% of the GSX’ benefits are reinvested in R&D
2

7. Over 500 Global clients worldwide
3

8. GSX Approach
Client
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. 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. Agenda
Service Definition
Delivery Options
Quality Measurement
Monitoring and Reporting
Operational Management
Continuous improvement
Why this is important to you !!
Specific examples by collaborative technology
10

11. Service Definition - The Business
Multiple Services
Different aspects of the business use different
features
Look at the service not the technology
Look at the business not the infrastructure
BC / DR = FAIL if it is technology driven and not
business focused
11

12. Service Definition
What 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 customer
expectations ?
12
How do you bill ?

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. Service Delivery
If you outsource service delivery to a third party
ensure that the underpinning contract supports
yours
–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. Measuring Quality
15

16. Quality Measurements
Fit
for
purpose
?
Fit
for
use
?
Value
for
money
?

17. Quality Measurements
Price 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. 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. Operational Management
Availability
• 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 DR
Security
• Authorized and accountable usage , as specificed by the
customer 19

20. Operational Management
Service Catalog
Service Owner
Operations / Service Delivery manager
Business Account manager
Service Desk
Supplier Manager
Contract Manager
20

21. Monitoring and Reporting
Its not just about Availability BUT ..
–DR VS BC
–Business hours
–Maintenance
How do you report on Quantity?
How do you Quantify Quality ?
As part of Service Management you need to ensure
you factor in Capacity Management
Factor in the overhead of monitoring and reporting
into the cost of delivering a service
21

22. Monitoring and Reporting
By Service not server
Service Critical Success factors
One server may deliver multiple different services to
different customers , Mail , Databases etc etc
Your service may be up and running but is it
delivering the quality of service that you expect it to ?
22

23. Reporting Requirements
23

24. Reporting Requirements
Service
Repor4ng
System
Repor4ng
24

25. 25

26. SLA’s and KPI’s
SLA’s ( Service Level Agreements )
–Formal agreements on quality of service delivery with
frequently cost implications
KPI’s ( Key Performance Indicators )
–Impact on the SLA’s NOT in how they are calculated but
the SLA’s them selves
Identify KPI’s that impact on your SLA
Proactive SLA management, No one wants to be
reacting to a broken SLA.
26

27. SLA’s and KPI’s
SLA’s are normally trends
Understand the KPI’s that influence your SLA
Be able to track KPI’s via Real Time and Trends
Immediate Alert on KPI’s
27

28. 28

29. Continuous Improvement
Understand your trends
Baseline
Monitor
29

30. Continuous Improvement
Understanding Demand Trends =
being able to anticipate and manage
capacity requirements
30

31. Continuous Improvement
Service Review on a regular basis
Re - view capacity requirements
Involve the business
Have base lines , understand what is standard
Review your service offering(s)
–Add
–Remove
–Modify
–Improve 31

32. Why is this important to you ?
Quantifiable metrics of the Value that you add to the
organization
32

33. Why is this important to you ?
Understand the business impact of what we do
Understand user / usage metrics and usage
Customer Service
You cannot manage what do you not understand
Prioritize , Organize, Understand , Manage, Deliver
Ops marketing
33

34. Examples Specific to the Collaboration
Environment
34

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. Standard Service Requests
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37. Standard Service Requests
37

38. Standard Service Requests
38

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. Availability
Service 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. Email
Service 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. Application Databases
Potential 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. Clusters
SLA’s
– % Availability
KPI’s
–Individual Server Availability
–Availability Index
–No of Seconds in Queue
–No of items in Queue
–Cluster task’s availability
43

44. Summary
The Server is not the Service you are delivering to the
business
Identify the different services you supply to the business
Identify expectations of quality of service delivery
Identify how to monitor and report on Quantity and
Quality of Service Delivery
Agree and report on SLA’s. Identify and monitor KPI’s
Constantly review and communicate
Its not about technology, its the business
44

45. Thank you !!
www.gsx.com
efitzgerald@gsx.com
?
When you see the IT service light , come and see GSX
eileen@eileenfitzy.com
45