Everybody Loves Tools

Pink Elephant – Leading The Way In IT Management Best Practices

Everybody Loves Tools

Overview Of The IT Service Management Tool Industry; And What To Keep In Mind When Selecting

Tools

Troy DuMoulinExecutive Consultant

Pink Elephant

2Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.

ITIL® is a registered trademark of the OGC – the Office of Government Commerce.

Presentation Outline

Market Trends (Industry Convergence)

OGC Books:IT Infrastructure Support ToolsService Delivery ToolsTool Evaluation Criteria

ITIL® Process Implementation Considerations



ITIL’s Recent Evolution

2000-2006British Standards Institute - Specification for IT Service Management (BSI) 15000Australian Standard 8018Ratification as ISO 20000Vendor community supports ITIL and are developing products and practices in support of the framework All major service management software vendors moving towards ITIL Service Management compatibility

Where is it going?Early Industry Adopters

Financial \ Government \ Utilities \ Medical \Manufacturing \ …

Global adoption



Setting Expectations

Myth 1: A service management tool will solve all of our process problems and give us best practicesMyth 2: A properly configured service management tool will mean less work for all

Value add workNon value addWaste work

Myth 3: Systems Management tool integration will highly reduce or even eliminate the need for human intervention and data entry



Enterprise Resource Management (ERP)



Service Level Mgmt.

Service Level Mgmt.

Ser

vice

Lev

el M

gmt. S

ervice Level Mgm

t.

Change Mgmt.

Security Mgmt.

CMDB – ERP For IT?

Configuration Mgmt.Relationships

InventoryWhat/Where

Asset$ TCO

CapacityMgmt.

AvailabilityMgmt.

Service ContinuityMgmt.

FinancialMgmt. For IT

ProblemMgmt.

ReleaseMgmt.

IncidentMgmt.

ServiceDesk



Tool Categories

Portfolio/Request/Demand Mgmt.

Service M

gmt

Softw

are Dev.

Security M

gmt.

Project M

gmt.

Perform

ance Mgm

t

Resource Mgmt.Systems Event Monitoring / Mgmt.

Doc. /P

rocess Mgm

t

Financial Mgmt. & Reporting



Infrastructure Management ViewSe

curit

y M

anag

emen

t



Service Centric View Of The IT Enterprise

Service Portal

Secu

rity

Man

agem

ent

Bus

ines

s C

usto

mer

s &

Use

rs

Availability & Capacity

Management

Service Level Management

Project & Portfolio

Management

Incidents

ReportingSLAs OLAs

UCs

Service A

Service B

Service C

Serv

ice

Perf

orm

ance

Mon

itorin

g

Service Desk

Service Catalog

Financial Management

IT Service Continuity

Management

Application Requests

ServiceRequests

Workflow Management

Security Management

Security Management

Security Managem

ent

CRM



IT Tool Consolidation & Integration

Service ManagementIncident Management

Problem Management

Change Management

Release Management

Monitoring& Mgmt.

Provisioning

Code & Doc.Mgmt.

Configuration Management(CMDB)

Asset/Inventory Management

Reporting

Billing & Financial Management

• Technology Integration

• Financial return

Maintenance

Licenses

Infrastructure

Capacity

Support

Service Level Management(Customer Portal)

Catalog

Requests Management

KPI Dash Boards

Resource &

Portfolio M

anagement



Integrated ERP For IT View

Securit

y

Manag

emen

t

Reporting

Service Level Management

Project & Portfolio Management

Service & Applications Performance Monitoring

Service Desk

& Service Request

Mgmt

Software Configuration Management

Security

Management

Security

Management

Enterprise Resource Planning

Financial & Resource Management Business

Customers

Business Users

Systems & Network

Monitoring

IT Personnel

Event Management & Correlation

IT Service Management

Discovery, Service Mapping and Auto Audit

VendorServices

IT Personnel

Business Users

Business Customers

CMDB

Test Management

Security

Management

CRM



Industry Update Discussion

ITILService Mgmt

NA SuitesPeregrineRemedyCAHPIBM

ITIL “OOTB”MarvalAssystIET

SD ToolsFrontRangeBMC MagicTouchpaperInfra

Systems Mgt.AltirisTrouxCenduraMarimbaRelicoreMercury

S/W ReleaseHarvestSerenaEndeavor

ERP\CRMPeopleSoftSiebelAMDOCS

PortfolioCompuwareMercuryNiku Clarity



ITIL Compatible Tools?

Service Support BookService Delivery BookIT Infrastructure Support ToolsService Delivery Tools

Detailed Data Flow Diagrams



Points For Consideration

Customization vs. PersonalizationSupport for monitoring Service levelsScale IssuesConversion requirements for previously tracked dataDisaster RecoveryCosts:

Software / Hardware (purchase and installation)Licenses / training / development and customization / consultancy / ongoing maintenance and support



ITIL Compatible Tool?

Suppliers of IT Service Management ToolsEnterprises wishing to select software• ITIL basis, ITIL compatible



Service Management ProcessesIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease ManagementService Level ManagementAvailability ManagementCapacity Management

PinkVerifyTM Service Scope

Pink Elephant – Leading The Way In IT Management Best Practices

ITIL Process Integration Issues

Important Concepts To Keep In Mind



Process Implementation

• Where are we now?• Where do we want to be?• How do we get there?

Current

State? ReviewProject

PlansHigh Level Process Model

Sign off Detailed Process

DescriptionSign off

Process Implementation

Process:

Gather Tool Requirements

Install & Customize

Deploy and ScaleTechnology:

ITIL TrainingProcess

WorkshopsPeople: Roles definition &

authority matrix

Awareness Campaign



Automating Critical Policy Documents

Prioritization SchemeImpact IndicatorsUrgency Indicators

Categorization SystemAssignment and Support ModelEscalation and Notification ModelsConfiguration Data ModelChange Authorization ModelKnowledge qualification and approval modelEtc.



Automating: ITIL Prioritization

Priority = Impact x Urgency

ImpactThe degree to which the provision of services are disrupted within the organization, and the effect the interruption has on other areas of the infrastructure

Qualitative and quantitative study into the effects upon other areas of the infrastructureConsequences for the level of service provisionDegree of the consequenceEtc.

UrgencyThe speed with which the incident must be resolved

Used by multiple processes!



Example Priority Scheme

321

3

2

4

3

LowLowMediumMediumHighHigh

LowLow

MediumMedium

HighHigh

URGENCYURGENCY

IMPA

CT

IMPA

CT

2

3

•LOB / Dept

•VIP •Critical CI•> 10 People

•1 Person

Critical Service

Support to critical

Non Critical Service

Urgency indicators should be

synchronized with the IT Service

Continuity policy defining IT systems

criticality



Escalation & Notification Model100% SLA0% 50% 75%

P1

P2

P3

P4

Notify SR Business Stakeholders

Escalate to Assignment Mgr

Notify SR IT Mgmt

Notify Assignment Grp

EmailPagerAlerts

Tools:



Service Management Record Linking

Release

Incident

Problem

Change

CMDB

PEOPLE

SLM



Service & Technology Categorization

HardwareHardwareDesktopDesktop

-- MonitorMonitor

Office AutomationOffice AutomationDesktop ServicesDesktop Services

-- Mobile UserMobile User

Describes infrastructure and productsNot Departmental / Role BasedMultiple Process requirementsGrouping for management informationSupports trending and analysisDrives AutomationProcess for management of the categorization system



Record Classification



Categorization Automation

PriorityAssignmentService LevelsRapid Record PopulationKnowledge ManagementChange AuthorizationProblem / Known Error AssociationConfiguration Item Association

Categorization

Record Type

Priority

Unique CI/Asset

Person Info

Assignment

Status

Free Text Description

Associated Records Audit Log

Location

Unique Identifier

Time Stamp



Critical Success Factors

Buy-in from all stakeholders!!!Watch out for: “It does not meet all of our needs”Never stop selling the benefits

A thorough Awareness CampaignA formal training program to coincide with tool deployment (Process / Policy / Technology)Reduce redundant ticketing systemsData conversion strategy

To convert or not to convert – this is the question!Eliminate private data repositories with extreme prejudiceWatch out for the customization trap



Questions?

www.pinkelephant.com

Blogs.pinkelephant.com/troy