Network Management KPI's & ITIL

BRKNMS-1032

Topics
ITIL Framework / Overview

Incident Management
Problem Management

Change / Release Management

Operational KPIs

QA Checks

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ITIL Overview

ITIL Facts
Information Technology Infrastructure Library Originated in United Kingdom in 1980s De-facto world standard Bridges Technology and the Business

Promotes sound IT Service Management practices

Version 2 released 2000 Version 3 released 2007
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ITIL Focus is the Service Lifecycle

Five Practices (Phases) with Processes as Second Priority

Desi gn

Service Strategy

Opera tion

Tra

it ns

ion

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ITIL Process

Service Support Service Delivery

Service Desk Incident Mgmt Problem Mgmt Change Mgmt Release Mgmt

Service Level Mgmt Availability Mgmt Capacity Mgmt Service Continuity Mgmt Financial Mgmt

v2
Service Strategy Service Transition Service Portfolio Mgmt Supplier Mgmt Change Mgmt Incident Mgmt Service Design Service Operations Financial Mgmt Service Catalogue Mgmt Svc Validation & Testing Problem Mgmt Service Desk Service Measurement

v3
Continual Svc Improvement Demand Mgmt Capacity Mgmt Knowledge Mgmt Event Mgmt Strategy Generation Availability Mgmt Asset & Config Mgmt Access Mgmt IT Operations

Config Mgmt

Service Continuity Mgmt Security Mgmt Release & Deploy Mgmt Knowledge Mgmt

Service Level Mgmt Trans Planning & Support Mgmt Evaluation Request Fulfillment

Operations Mgmt
Service Reporting
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Application Mgmt
Service Improvement

Technical Mgmt

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ITIL Process - Definitions & Goals

Event Management Incident Management

Problem Management

Change Management

Event: any detectable or discernible occurrence that has significance to the management of the IT infrastructure. Proactive detection of anomalies Proactive detection of element health Solution validation

Incident: Any event that causes an interruption or reduction to the quality of an IT service

Problem: unknown underlying root cause of one or more incidents

Change: Addition, modification, or removal of approved hardware, network, software, application, etc. Ensure that standardized methods & procedures are used to minimize the number & impact of Change-related Incidents

Restore normal service operation as quickly as possible and minimize the adverse impact on business operations

1- Minimize the adverse impact of Incidents and Problems. 2- To prevent recurrence of Incidents related to these errors

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Process, Methodology
Incident Management
1. 2. 3. 4. 5. Detect Record Notify Diagnose Resolve events 6. Restore service 7. Provide status

IT Infrastructure Library (ITIL)

Problem Management
Problem Control 1. Record 2. Item at fault 3. Root cause 4. Workaround Error Control 1. Known error 2. Resolution 3. RFC 4. Proactive analysis 1. 2. 3. 4. 5. 6. 7.

Change Management
Accept/record Prioritize Categorize Plan Approve Schedule Coordinate build& test 8. Change review 1. 2. 3. 4. 5. 6. 7. 8. 9.

Release Management
Policy Planning Order Build Testing Acceptance Planning Communicate Distribute

Configuration Management
1. Design / plan 2. Identification 3. Define Relationships 4. Control 5. Impact assess 6. Baseline 7. Status Accounting 5. Verification

Incidents

Problems Known Errors

Changes

Releases

CMDB
Cisco Public

Configuration Items & Relationships

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Workflow

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Incident Management

Goal of Incident Management

The primary goal of the Incident Management process is to restore
normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best

possible levels of service quality and availability are maintained.

Benefits of Incident Management

Reduces business impact of Incidents Improves user and customer satisfaction Better staff utilization, greater efficiency

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Incident Management Charter

Definition Objectives KPIs

Any event that causes an interruption or reduction to the quality of an IT service

Restore normal service operation as quickly as possible and minimize the adverse impact on business operations

Resolution within SLA

Incident Notification
Incident Resolution

Quickly Restore Service

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Incident Tickets
7000 6000 5000 4000 3000 2000 1000 0 Feb March April May
Incident Tickets

4966 4013

4730

1573
1036

1442

June

July

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Problem Management

Goal of Problem Management

The goal of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation.

Benefits of Problem Management

Incident volume reduction Permanent solutions Improved first-time fix rate by Service Desk

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Problem Management Charter

Definition Objectives KPIs

Unknown underlying root cause of one or more incidents

Minimize the adverse impact of Incidents and Problems

Permanent solutions Known Error Articles Proactive resolutions

Prevent recurrence of Incidents related to these errors

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Permanent Solutions
Cisco Public

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Problem Management
Systems
Metrics Processes Ticketing (Remedy) Tools

Knowledge Share
Cross-team Collaboration

Continuous Training
Forums, Team Meetings Known Error Database

Lessons Learned
Mentoring

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Day in the life Problem Management

Sources of Input
Proactive: Monitoring, Security Alerts, Field Notices, Incident Trending, Troubleshooting Forums, Knowledge Share Reactive: Incident Management escalations, Chronics

Daily Tasks
Escalations Problem Investigations Root Cause Analysis

Weekly Tasks
Incident Trend Reviews Chronics Reviews Operational Reviews Known Error Articles

As-needed Tasks
PSIRT/Field Notice Reviews Major Problem Reviews Risk Assessments Outage Assistance Mentoring

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Problem Management Open vs. Close Trend

25 20 21 17

20

16 15 11 10 5 2 0 Feb March April

Open Close

14 14 12 12 12 12 11 8 6 5 5

May
Solution

June

July

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Problem Management Reactive vs. Proactive

20 18 16 14 12 10 8 6
4 2 0 9 12 12

18

14 11

2 0 0 Jun

Feb

March

April

May

July

Reactive

Proactive

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Change / Release Management

Goal of Change Management

The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.

Benefits of Change Management

Improved risk assessment Fewer changes backed out Better assessment of cost

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Change / Release Management Charter

Definition Objectives KPIs

Addition, modification, or removal of approved hardware, network, software, application, etc.

BRKNMS-1032

Standardized methods and procedures Minimize the impact of Change-related Incidents

Improved risk assessments Fewer changes backed out, cancelled Predictable results
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Risk Management
Cisco Public

Day in the life Change Management

Sources of Input
Customer, Partners, CAB & Other Internal Teams (Incident, Problem, Change)

Daily Tasks
Change Planning & Coordination Risk Assessments

Weekly Tasks
CRQ Submission CAB Change Evaluations Reporting

As-needed Tasks
Emergency CAB CRQs and Reviews Cross-Company Reviews

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Change Management Ticket Trend

90 80 70 60 50 40 30 20 10 0 Jan Feb Mar
Submitted

82 67 58 51 48 41 42 58 59 57 61 45 58

76 78

75

78

60

65

56

53

April
Close

May
Current Open

June

July

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Workflow

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Operational KPIs

What KPIs are Important

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Tickets Per Device Trend

14 12 10
8.1

11.16 9.38

8 6 4 2
0

3.03 1.96

2.3

Feb

March

April

May

June

July

Tickets Per Device Trend

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Ticket Categories

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Number of Devices Generating X+ Tickets

120 100 80 60 40
20

99

56 47

16
7

12

0 Feb March April May

Devices

June

July

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Closure Code Count by Type

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QA Checks

Questions Around QA Checks

Should we do QA checks? What should we QA?

How Much should we QA?

How do we use QA Data? What does the data mean?

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Number of Tickets Completed

Engineer
Joe Sunil Amanda John

Wk 1
10 8 12 8

Wk 2
11 8 11 8

Wk 3
10 9 10 9

Wk 4
12 9 12 8

Wk 5
13 8 13 10

Wk 6
12 5 10 11

Wk 7
11 10 10 10

Wk 8
13 9 11 10

Brian
Carlos

10
15

11
14

10
15

12
16

11
14

13
10

10
10

11
10

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Ticket QA Check %s
Engineer
Joe Sunil Amanda John

March
60% 100% 70% 40%

April
75% 90% 75% 50%

May
90% 95% 80% 60%

June
95% 95% 85% 55%

Brian
Carlos

65%
75%

75%
90%

90%
95%

95%
100%

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QA Facts to Remember
What you QA can and should change The True meaning comes from multiple sources

Select the most complicated operations

QA Data can be used for multiple reasons

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Thank you.

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