PASE Programmed ITIL - Process

Agenda
Introduction - ITIL
Incident Management
Service Desk Function
Process adherence

Introduction - ITIL
Information Technology Infrastructure Library(ITIL)
ITIL is the most widely adopted approach for IT Service Management in the
world.
Systematic approach to high quality IT service delivery.
Documented best practice for IT Service Management.
Provides common language with well-defined terms.

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What about v3?

ITIL started in 80s.

v2 came along in 2000-2002

40 publications!
Still Large and complex
8 Books
Talks about what you should do

v3 in 2007

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Much simplified and rationalised to 5 books

Much clearer guidance on how to provide service
Easier, more modular accreditation paths
Keeps tactical and operational guidance
Gives more prominence to strategic ITIL guidance relevant to senior staff
Aligned with ISO20000 standard for service management

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Key ConceptsService

Delivers value to customer by facilitating outcomes customers

want to achieve without ownership of the specific costs and risks

Service Level

Measured and reported achievement against one or more service

level targets
E.g.
Red = 1 hour response 24/7
Amber = 4 hour response 8/5
Green = Next business day

Service Level Agreement

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Written and negotiated agreement between Service Provider and

Customer documenting agreed service levels and costs
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Key ConceptsConfiguration Management System (CMS)

Tools and databases to manage IT service providers configuration data

Contains Configuration Management Database (CMDB)
Records hardware, software, documentation and anything else important
to IT provision

Lot of tools vendors: IBM (Tivoli), BMC (Atrium), HP, Microsoft, CA,

Release
Collection of hardware, software, documentation, processes or other things
require to implement one or more approved changes to IT Services

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Key ConceptsIncident
Unplanned interruption to an IT service or an unplanned reduction in its quality

Problem
Unknown ( as briefly as possible ) underlying cause of one or more incidents

Work-around
Reducing or eliminating the impact of an incident without resolving it

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4 Ps of Service Management
People
skills, training, communication

Processes
actions, activities, changes, goals, improving paths

Products
tools, monitors, measures, documents

Partners
specialist suppliers
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Focus Areas

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The Service Lifecycle & the 5

Lifecycle Stages
The 5 Lifecycle Stages :
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
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The 5 Service Lifecycle Stages

Service Strategy

Service Design

Capacity, Availability, Info Security Management

Strategy generation
Financial management
Service portfolio management
Demand management

Service level & Supplier Management

Service Transition

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Planning & Support

Release & Deployment
Asset & Config management
Change management
Knowledge Management
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The 5 Service Lifecycle Stages

Service Operation

Problem & Incident management

Request fulfilment
Event & Access management

Continual Service Improvement

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Service measurement & reporting

7-step improvement process

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Incident Management

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Incident Management
What is incident management?
Simply Speaking
Incident management = Restore Service ASAP
Incident management is a defined process for logging, recording and
resolving incidents
o

The aim of incident management is to restore the service to the

customer as quickly as possible, often through a work around or
temporary fixes, rather than through trying to find a permanent
solution

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Objectives
To restore NORMAL service operation as quickly as possible
NORMAL means as agreed in SLA
To log & Track incidents wherever applicable (e.g. Proactive
measure)
To deal with all incidents consistently
To assist Problem Management team as required
To assist Service Desk/ Release Team for any RFCs
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Key concepts
Incident
An occurrence of event(s) which disrupts or can potentially disrupt
the normal service operation

Problem
Set of incidents with similar underlying unknown cause(s)
(A root cause of one or more incidents)

Priority
Escalation Mechanism
Incident Lifecycle

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Six basic Components

ITILseparates incident management into six basic
components:

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Incident detection and recording

Classification and initial support
Investigation and diagnosis
Resolution and recovery
Incident closure
Ownership, monitoring, tracking, and communication

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Incident Vs problem
An incident is where an error occurs: something doesnt work the way it is expected.
This is often described as:

a fault

an error

it doesnt work!

a problem
but the ITIL term used with is an incident
A problem (is different) and can be:

the occurrence of the same incident many times

an incident that affects many users

the result of network diagnostics revealing that some systems are not operating
in the expected way
A problem can exist without having immediate impact on the users, whereas
incidents are usually more visible and the impact on the user is more immediate

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Incident Management Process

Identifying Incidents
In addition to having users log incidents, it is possible to automatically
generate incidents from pre-established conditions.
Logging Incidents
By default, any user can create an incident within the system. There are a
number of ways to approach...

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Direct approach
Thro Telephone
Mail
Tool

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Incident Management Process

Categorizing Incidents
Incident forms have fields for category and subcategory, which allow for easy
classification of incidents. Important category for incidents is the incident state.
This allows the service desk to track how much work has been done and what the
next step in the process might be.

Prioritization of Incidents
ITIL uses three metrics for determining the order in which incidents are processed.
All three are supported by Incident forms:

Impact: The effect an incident has on business.

Urgency: The extent to which the incident's resolution can bear delay.
Priority: How quickly the service desk should address the incident.

ITIL suggests that priority be made dependent on impact and urgency. In the base
system, this is true on Incident forms. Priority is generated from urgency and impact
according to the
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Urgent/Important Matrix

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Incident Detection & Recording

Incident Life Cycle

Classification & Initial Support

YES

Is it a
Request?
Ownership,
Monitoring,
Tracking &
Communication

Request Fulfillment Procedure

NO

Investigation & Diagnostics

Resolution & Recovery

Incident Closure
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Escalation Mechanisms
Functional Escalation
Through various functions or support group levels

Hierarchical Escalation
Through organizational hierarchy

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Service Desk

Service Desk = Single & the First Point Of Contact

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Objectives Of Service Desk

To serve as Single Point of Contact (SPOC)

Play a vital role in achieving Customer Satisfaction
First Level Fix (FLF) & First Level Diagnosis (FLD)
To coordinate the activities between End User & IT
Service Provision Teams
To OWN the Logged Request & ensure the Closure.
Escalate as appropriate
To support other IT Provision Activities on need basis

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Help Desk
Help Me!!

Focus on
Restorat
ion

Agent

End
User
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Reacti
ve
Cultur
e

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Service Desk
Help
Me!!

Service
Desk
Inform
Me!!
Educate
Me!!

Proacti
ve
Cultur
e

Busines
s
Focus Focus on
Preventat
ive
Awarenes
s

Change
Me!!

End
User
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Service
Me!!
Inspire
Me!! Precision CSD

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Types of service desk

Central Service Desk

Local Service Desk
Virtual Service Desk
Specialized Service Desk

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Logging the call with service desk

Who

End users, All other relevant teams, Events, Service Desk

Team itself

Why

As a part of responsibility, as a proactive measure

How

Telephone, Emails, Alerts, Web Console etc.

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Activities of service desk

Receive & Log the calls from End Users, events etc.
Provide Preliminary level of diagnosis as applicable
Categorize the incident as possible
Assign to relevant Incident Team
Follow up with Incident Team
Update status regularly & communicate to user as applicable
Keep an eye on agreed SLAs
Escalate as & when appropriate
Confirm with user before closing the incident
Provide Service Desk Metrics Reports to Service Desk Manager

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Metrics for service desk

Average call resolution/duration

% of calls picked up in 3 rings, % Unattended
Accuracy of updating ticket status
Number of SLA breaches
Timely Escalations
Customer Satisfaction

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Process
Process:

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A step by step rule based approach for mutual (customer &

organization) benefit
Adhering to the process involves following the activities as
prescribed by the organization
Adhering to the process leads to customer satisfaction.
Good process defines what, why and how of the task in hand.

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Simple Process

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Thank you all

&
All the very best

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