Revisionsheet

IT Infrastructure Library (ITIL)

IT Service Management Overview

BUSINESS (Customer)

User User User

SD IM PROBLEM CH REL CONFIGURATION SLM AM CM IT SCM FINANCE SERVICE SUPPORT SERVICE DELIVERY SPOC SLA

SPOC Single Point of Contact SD Service Desk

IM Incident Mngt CH Change Mngt REL Release Mngt

SLA Service Level Agreement SLM Service Level Mngt AM Availability Mngt CM Capacity Mngt

IM PM USER _INCIDENT INCIDENT DB PROBLEM DB KE DB Description & Solution in plain English PROBLEM SD / IM IM

One or more incidents with unknown cause

PM KNOWN ERROR If business case to fix? Find Root cause & temp fix workaround OR permanent fix PM PM STOP NO Raise RFC YES CHANGE MANAGEMENT PROBLEM CONTROL ERROR CONTROL PM RRS PM

Training Plan for Service Desk Agent

1. Health & Safety 2. Data Protection 3. Custom Service Skills 4. Business Awareness

5. IT skills in supported applications

6. How to use the Service Desk tools (e.g. Clarify) 7. Service Desk procedures

8. SLAs being supported

9. Baseline fixes (e.g. passwords)

10.Contacts & hand0offs to IT Support Manager & Suppliers 11.Overview of ITIL’s view of IT Support Managers

Service Desk Activities

 Single Point of Contact  Log all Incidents

 Resolve Incidents using KE DB  Escalation  Service Requirements  Reporting Trends  Workarounds  Monitor  Track  Information Requests  Categorisation  Prioritisation  Closure

 Refer to Second Line  First Investigation  First Diagnosis  Recovery

 Keep User Informed

The Service Desk Personality

Classification

Categorisation of an Incident

E.g. Hardware, Software, Documentation, User Error

Prioritisation of that Incident

PM

Influenced by

EFFECT

What will it be on

the business and

number of users?

SPEED

How quickly is a fix

needed?

Known Error

An error is only a KNOWN ERROR when…

Problem Activities

Root Cause Temporary Fix Permanent Fix

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&

OR

Reactive

Proactive

Management Information Major Problem Review

Change Advisory Board (CAB) Members

Business and IT

Outputs from CAB Meetings

CAB Minutes

Forward Schedule of Change (FCS) – Gantt Table (3-6 months out) Projected Service Availability (PSA) – Gantt table (3-6 months out)

CH

Chair Change Manager

IT

Representatives

Service Desk Manager Problem manager Application Manager Operations Manager Security Manager Business Representatives Senior Users Finance Representatives As Appropriate

Category

Category Notes Assessor/Approver

MINOR

 Affects few Users  Affects single service  Low or no cost

 Little implementation resource

 Low risk

Change Manager

Significant Between MINOR and MAJOR CAB

MAJOR

 Affects many Users  Affects several services  Substantial cost  Require implementation teams  High risk  Usually a project Executive Management (Board)

Configuration Activities

1. Planning

2. Identification of Configuration item (CI) 3. Control

4. Status Accounting 5. Verification & Audit

IT Infrastructure

Configuration Attributes

An example could be a PC:

 Hardware configuration

 Serial Number / Model Number / Asset Number  Operating System

 Location / User

 Date of Purchase /Warranty Period  Supplier / Support Contact Details  Type of Support

 Service History

 Audit Trail

 Business Unit as Owner  Purchase Price

 CI Variant information – e.g. the keyboard is French Processor Type/Speed Memory Disks Network IP MAC Hub Port # Incident #s Problem #s RFCs CFig

ABC of Finance

Cost Types

eople

ccommodation

Recovery

>72 Hours

Empty Computer Space

Remote Centre (External) / Portable

24-72 Hours

Filled Computer Space – No Data Remote Centre (External) / Portable

0-8 Hours

Filled Computer Space with Data Remote Centre (External)

Methodology for Managing Risk

C

T

A

I

S

K

N

A

L

Y

S

I

S

A

N

A

G

E

M

E

N

T

&

E

T

H

O

D

O

L

O

G

Y

Demand

Examples:

Call at Service Desk CPU Utilisation

Network Bandwidth Utilisation Connects to Server

CM

Frequency

0700 1000 1300 1700

An alert will trigger when the demand is about to exceed the capacity

Component Failure Impact Analysis (CFIA)

Each component can be assessed to see how many services depend on it. From here, each component can be weighted to highlight the high impact components. E.g. If #3 breaks down, this will have a high impact on many services

Time AM Services A B C XX XY TOTAL #1 #2 #3 - n #n TOTAL 23

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Fault Tree Analysis

The Fault Analysis Tree uses Boolean Logic (AND / OR) whereby the components can or cannot be used depending on the location of the fault.

AM SERVER SERVER SERVER SERVER ROUTER ROUTER ROUTER B A C D E F G H I J K L M N O P Q R

Considerations

A

R

R

M

S

S

vailability

esilience

eliability

aintainability

erviceability

Calculating Availability

% Availability =

Example:

AST = 40 Hrs

DT = 20Hrs

Therefore:

% Availability =

ecurity

Agreed Service

Time

Down Time

Agreed Service

Time

X 100 %

40

2

40

X 100 %

38

X 100 %

=

=

95 %

Summary of Responsibilities to Produce and Maintain

Note!

RISK is found in Change Management, Availability Management and IT Service Continuity Management.

Quick Reference Key Words SERVICE DESK

40

Design for Availability

Manage Availability

Component Failure Impact Analysis (CFIA) Service Outage Analysis (SOA) Fault Tree

Analysis (FTA) Observation PostTechnical (TOP)

 Function not a Process

 Central Point of Contact – Increase user perception and satisfaction  Support for business goals

 Log ALL Incidents

 Provide First Line support

 Second Line support – Generalists / Ops Support  Third Line support – Specialists

 Produce measurement metrics  Categorise Incidents

INCIDENT MANAGEMENT

 Incident is an event not part of standard service  Incident causes disruption

 Incident causes a reduction in service  An incident has a ‘Life Cycle’

1. Detection and Recording 2. Classifiaction and Support 3. Investigation and Diagnosis 4. Resolutioon and Recovery 5. Closure

Note! The Expanded Incident Life Cycle is part of AVAILABILITY MANAGEMENT

and focuses on the Availability of the system MTBSI, MTTR, MTBF.  IMPACT = EFFECT

 URGENCY = SPEED

 PRIORITY = Based on IMPACT and URGENCY  ESCALATION

1. Functional - Across support teams (Competence) 2. Hierarchical - Up Management line (Authority)

PROBLEM MANAGEMENT

 Problem is unknown underlying cause of one or more incidents.

 Known Error is when the root cause is known and a workaround has been found.

 To find the root cause we need to undertake ROOT CAUSE ANALYSIS.  Two main elements of Problem Management

1. Error Control 2. Problem Control

 Proactive as well as Reactive – Known Error Database  RFC are required to resolve Known Errors

CONFIGURATION MANAGEMENT

 All CIs are held in a CMDB this is NOT the DSL

 Configuration Items are RECORDS and as such are made up of ATTRIBUTES

 There are always 2 Key Attributes 1. Unique Identifier

2. CI Type ID

3. There may be a VARIANT attribute

 CMDB is not an ASSET register because CMDB records RELATIONSHIPS between CIs (Parent-Child).

 The Base Level is the lowest level, which CIs are UNIQUELY identified.  The Baseline is a SNAPSHOT in time of the CMDB.

 Status Accounting is the reporting of all current and historical data of each CI. e.g. Life Cycle of hardware component

1. Ordered 2. Delivered 3. Tested 4. Installed 5. Under Repair 6. Retired CHANGE MANAGEMENT

 Requests For Change – details of requested change

 Forward Schedule of Changes – details of changes scheduled for

implementation

 Projected Service Availability – details of changes to agreed SLA’s because

of FSC

 Change Category

1. MINOR – Change Manager approval

2. SIGNIFICANT – Change Advisory Board approval 3. MAJOR – Board approval

4. URGENT/EMERGENCY – CAB/Emergency Committee (EC) approval  Change Process

1. Register, Accept, Prioritise 2. Category, Authorise

3. Build, Test, Schedule Note! Not necessarily FULL testing 4. Implement, Back out

5. Review, Close

RELEASE MANAGEMENT

 Definitive Software Library – Library where ALL authorised versions of

software are stored and protected. A Physical library or storage repository where master copies of software versions are kept. This one logical store may consist of one or more physical software libraries or filestores.

 Definitive Hardware Store – An area set aside for the secure storage of definitive hardware spares.

 Release definitions

1. Release - a collection of authorised changes to an IT service 2. Release Unit – Portion of IT Infrastructure normally released

together

3. Roll-out – deliver, install and commission an integrated set of new or changed CIs across logical or physical parts of the organisation.

 Release Types

1. Delta – Partial release of CI’s that have changed or are new since last release.

2. Package – Individual releases FULL units, DELTA or both are grouped together to form a Package Release.

3. Full – All components of the release unit are built, tested, distributed and implemented together.

SERVICE LEVEL MANAGEMENT

 Service Catalogue is a list of offerings

 Service Level Requirements deals with AMOUNTS (response Metrics)

 Service Level Agreement is a CLIENT / SUPPLIER Non Technical document NOT a Contract

 Operational Level Agreement Internal Technical or Non Technical document  Underpinning Contract is with 3rd Partys

 Cost Focus

 Demings Quality Circle – Plan  Do  Check  Act

Financial Management for IT Services

 A COST MODEL must be defined and agreed BEFORE you can CHARGE  CHARGE Types 1. At Cost 2. Cost Plus 3. Going Rate 4. Market Rate 5. Fixed Price

 An OVERHEAD is the TOTAL cost of INDIRECT materials e.g. Wages and Expenses

 CAPITAL Costs apply to Fixed Substantial assets of the organisation e.g. Building

 OPERATIONAL Costs result from Day to Day running of IT Services section e.g. Staff Costs

 DIRECT Costs are those that can be traced in FULL to a product, service, cost centre or department e.g. direct wages of a member of Staff or Staff Type i.e. Contractors

 INDIRET costs cannot be traced directly to and in full to a product, service or department. It may be a cost spread across a number of departments. It’s an APPORTIONED cost or OVERHEAD.

 Cost Types – THE SPA

 Efficiency and Effectiveness are related to COST.

CAPACITY MANAGEMENT

 Business Capacity Management – FUTURE business requirements  Service Capacity Management – CURRENT Service delivery

 Resource Capacity Management – UNDERLYING resource components  Demand Management – Differential Charging

 Modelling 1. TREND 2. ANALYTICAL 3. SIMULATION

4. BASELINE (What if?)

 Application Sizing – Supply v Demand, Cost v Capacity

 There are Capacity THRESHOLDS that when exceeded generate ALERTS

IT SERVICE CONTINUITY MANAGEMENT

 Reduction in the VULNERABILITY of the IT service  RISK Analysis – Threats to assets CRAMM

 Countermeasures – Recovery Options 1. Do Nothing

2. Manual Backup

3. Reciprocal Arrangements

4. COLD Gradual Recovery > 72 hrs

5. WARM Intermediate Recovery 24 to 72 hrs 6. HOT Immediate recovery 0 to 8 hrs

 Note! Cold, Warm and Hot recovery options should be at a REMOTE location  Increases customer confidence and can reduce Insurance premiums.

AVAILABILITY MANAGEMENT

 ABILITY but NOT VULNERABILITY  Availability of service

 Reliability – Maintainability} OLA Managed  Serviceability SLA Managed  Security is Confidence, Integrity and Availability