ITIL (Information Technology Infrastructure Library) is a globally recognized set of practices for IT Service Management that focuses on aligning IT services with the needs of businesses. How does ITIL affect the value you deliver to your customers? How can Autotask help you manage your services delivery according to ITIL principles? In this session, you will learn the key elements of the ITIL Service Lifecycle, and how they relate to your business and to your customers. We will also explore how you can more effectively perform Incident Management and Problem Management using Autotask. [Presenters: Bernd Muller & Tom Osborn, Autotask]

1. ITIL and Autotask
Incident and Problem Management
Tom Osborn
Bernd Müller
Vice President – Client Services
Sr. Implementation Manager
Autotask Corporation
Autotask GmbH

2. What is ITIL?
 Framework for identifying, planning, delivering, and
supporting IT services for business/customers
 Move from reactive and technology-focused, toward
proactive and aligned with business needs/value
 Move from user-focused to customer-focused
 Move toward a more holistic view of IT services
 Benefits:




Improved service quality
Optimized use of resources
Reduced cost
Maximized customer satisfaction

3. ITIL Lifecycle

4. Incident and Problem Management
Incident Management
Problem Management
“Isolated occurrences”
“Systematic Issues”
Relationship

5. Demo – Create Incidents and a Problem
 Situation:
 1st customer contact calls with issue that printer doesn’t print
 2nd customer calls with a similar or same printer issue
 Autotask: Identify and manage problem throughout lifecylce
 Create 1st incident
 Create problem ticket linking to earlier incident ticket
 Working on problem ticket
 Create note on problem and linked incidents tickets
 Close problem with incidents tickets
 Review process and other related features
 Review incident to problem, problem to incident possibilities
 New field Ticket Type in column chooser available
 Workflow rules for notifying incident contacts
Goto Autotask

7. ITIL Problem Management - Incidents

8. ITIL Problem Management – Linked Incidents

9. ITIL Problem Management - Problems
Problem can
update incidents:
 Notes
 Status Change
 Attachments
 Close Alert

10. ITIL Problem Management – Column Chooser

12. Want to learn more about ITIL?
 Autotask Training calendar – More to come!
 IT Service Management / ITIL
 APM Group
 International group
 Wikipedia
– http://www.itil-officialsite.com
– http://www.itsmfi.org
 Training/Certification
 New Horizons
 Serview
 Pink Elephant
– www.newhorizons.com
– www.serview.com
– www.pinkelephant.com

13. Scenario workflow: Incident
Lisa Meyer calls with a printer issue
Create incident ticket
Ticket status: New
Troubleshoot and connect printer locally as workaround
Create time entry
Ticket status = In Progress
(not solved as underlying issue is unknown)

14. Scenario workflow: Problem Management
Michael Meyer calls with a printer issue
Create ticket and search for similar tickets to account
Found other tickets with printer issues
Create problem ticket and link related incident tickets
Ticket status: New
Troubleshoot printer issues
Create time entry on problem ticket for troubleshooting:
Issue: Not enough disk space on server, print spooler fails
Ticket status: In Progress
Ordering hard disks to expand server volume
Create note on problem and incident ticket
Ticket status: Waiting Materials
Harddisks have arrived and have been installed
Create time entry on problem ticket
Ticket status: Completed