Lesson 1 introduction to concepts and tools

Enterprise Workstation Support

COMP 2071Week 1Disclaimer: Some content borrowed from slideshare users

What You Can Expect Of Me• I will do simulations as part of the lecture most times,

they will be after the power point presentation• They may not be included in the power point• I will try my best to create a more interactive class for you • Most of the time my presentations are kept short• We will break after the presentation for 20 minutes• Most assignments will be completed and due by end of

class• If you are experiencing issues that will delay your work

being handed in, let me know before the due dates• I encourage class discussion, participation, and new ideas!

Don’t be afraid to speak up during my lectures

What I Expect of You• To read and follow through on the instructions of your

assignments• Please include your Name on any communications to

me• Proper grammar and clarity on work handed in• Do not disturb other students during lecture or during

Question/Answer time• I recommend you attend every class to get the most out

of your learning. Many of the simulations will not be provided on Blackboard as they are more hands on

• Spelling & grammar count for marks in this class, put your best effort into your written word

Teamwork• In this class you are all a part of a team• You work together towards an ultimate goal• Everyone needs to be able to trust each other and get

along while in class• You will have some elevated access to some tools, please

respect that and do not take advantage of any of your accesses

• There will also be partner/group work so please find some buddies you can work with for this semester

What Is Enterprise Desktop Support? Support?• What do you believe it is?

• Providing first and/or second level support for Business Partners

• Supporting standard applications and custom built in-house applications

• Providing excellent customer service• Working well with other members of the business• Following processes & procedures such as the ITIL

process

What Is Enterprise Desktop Support?

• It is all about helping & supporting users

What Is Enterprise Desktop Support?

What Are Your Learning Outcomes?

• Blackboard Review:https://gc.blackboard.com

• Syllabus Review:Syllabus Enterprise Wkst Support.doc

https://gc.blackboard.com/

https://gc.blackboard.com/

Next Steps…• Good point to remember:

– Your future careers are going to be not necessarily knowing all the details of everything but instead to be able to recognize what area the situation fits into and how to find the information from there

• Now we will begin learning about ITIL and will introduce yourselves to the ticketing system, Spiceworks (Assign 1)

This will just be an introduction, a more in-depth talk will be next week

August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA

11

Obstacles Prevent Effective Engagement

IT Seen as Black Box:

Business lacks visibilityPoor customer satisfaction

Overwhelming Demand:

Unstructured capture of requests and ideasNo formal process for prioritization and trade-offsReactive vs. proactive


12

Disparate Systems Reduce Efficiency

No Single System of Record for Decision Making

Relevant Metrics Hard to Obtain

Disparate Systems Costly to Maintain and Upgrade


IT Governance Landscape

What Is ITIL?The Information Technology Infrastructure Library (ITIL)

provides a framework of “Best Practice” guidance for IT Service Management and is the most widely used in the world. The de facto standard in IT Service Management

A framework, developed by the United Kingdom’s Office of Government Commerce (OGC) captured in a series of books

What is ITIL?• ITIL: information technology infrastructure library• Best practices in management of IT service

processes• Developed by UK Office for Government

Commerce (OGC) • Areas of focus

• service delivery• service support.

• Recently added• Security and Risk mgmt• Infrastructure Mgmt• Application mgmt• From “what” to “how”-the business viewpoint of IT

What People think about ITIL Complicated & Time

Consuming Not for SMBs Expensive

Why ITIL Is ImportantGartner, 2005

“Six in 10 IT projects fail because people underestimate or fail to build correct infrastructures to support the projects.”

“Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.”

What Is Your Familiarity With or Use of ITIL?2003 2004

Never heard of it before now 27% 22%Know that it has something to do with IT management processes and best practices 42% 36%Have used ITIL to help document incident and problem management processes 14% 16%

Currently use multiple ITIL management process guides 17% 25%Survey responses 138 164Source: Gartner Research (December 2004)

Why ITIL is importantForrester, 2005

"2005 will be the year when ITIL goes mainstream."

“Around 12% to 13% of $1 billion-plus companies have implemented ITIL in some way, shape, or

form.”

“ In a survey of 65 CIOs, 3% identified ITIL as their primary process methodology.”

“Interest in ITIL is especially evident in governmental institutions and in certain

geographies, particularly Holland, the UK, and Canada.”

Why is ITIL important• The IT Service Management Forum membership

has almost tripled over the past three years, from 550 to roughly 1,600

• U.K. ITIL publisher The Stationery Office, reports that about one-third of ITIL-related traffic on its Web site comes from the U.S.

• Source: Network World, 2004

http://www.itsmf.com/

http://www.tso.co.uk/

ITIL: Origins & Evolution• Late 1980s

– UK government project started – CCTA (OGC) involved in development plus

practitioner and consulting organizations– Organizations outside of government became

interested– First books published

• Early 1990s– The library completed

• Late 1990s– Generally accepted as the de-facto standard for

IT service management worldwide

ITIL: Origins & Evolution• 2000-2005

– British Standards Institute “Specification for IT Service Management (BSI) 15000

– Australian Standard 8018– ISO (ISO 20000)– Vendor 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?

– Refresh project initiated late 2005– New books published May 30, 2007

Who has Adopted ITIL?

• ITIL has been incorporated with Service Management Framework in some major companies:

ITIL: Library Series

1. Service Desk

2. Incident Management

3. Problem Management

4. Change Management

5. Release Management

6. Configuration Management

7. Service Level Management

8. Availability Management

9. Capacity Management

10. Financial Management for IT Services

11. IT Service Continuity Management

12. Service Delivery

13. Infrastructure Management

14. Applications Management

15. Security Management

The library is a set of books:

ITIL: Publication Framework

ITIL Modules

Service Delivery(Strategy)

• Availability• Capacity• Security• FMITS• SLM• ITSCM

Service Support(Operations)

• Incident • Problem• Change• Release• CMDB

Red Book Blue Book

What is IT Service Management?• IT Service Management is a top-down, business

driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organization and the need to deliver a high quality IT service.

• IT Service Management is designed to focus on the people, processes and technology issues that IT organizations face.


ITIL Service Management (v3)

Service Management Processes

Service Level ManagementMaintain and improve IT service quality.

Financial ManagementStewardship of IT assets and resources

Capacity ManagementMeet capacity and performance requirements

Availability ManagementDeliver required levels of availability

Continuity ManagementEnsure that IT functions can be recovered within agreed time frame

Incident ManagementRestore service quickly when an incident occurs

Problem ManagementMinimize impact of incidents on business

Change ManagementUtilize standardized methods to resolve change-related Incidents

Configuration ManagementProvide accurate information on system configurations

Release ManagementPlan and oversee successful SW/HW rollout

IT HELP DESK

Service Delivery Service Support

Incident Management

Incident Management• Incident is a disruption in the normal service

• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

Incident Management : ActivitiesIdentification and

registration of incidents

ServiceRequest?

Service RequestProcedure

Incident closure

Yes

First classificationand support

No

Troubleshootingand recovery

Analysis and diagnosis

Inci

den

t o

wn

ersh

ip, m

on

ito

rin

g, t

rack

ing

, an

d c

om

mu

nic

atio

n

Progress control

Reporting

Quality assurance

Responsibility

Incident Lifecycle

Incident detectionand recording

ServiceRequest?


Incident closure

Yes

Classification and initial support

No

Resolutionand recovery

Investigation anddiagnosis

new

accepted

planned

assigned

in process

on hold

solved

closed

.

Incident Management : Activities

Classification and initial supportClassification and initial support

Incident detection and recordingIncident detection and recording

Report of an incident

Investigation and diagnosisInvestigation and diagnosis

Incident closureIncident closure

Process for Service Request

Ow

ners

hip

, tr

ac

kin

g,

ev

alu

ati

on

, in

form

ati

on

Ow

ners

hip

, tr

ac

kin

g,

ev

alu

ati

on

, in

form

ati

on

ServiceRequest?

CMDBCMDB

Service DeskNOC

NOC USERUSER

OrganizationOrganization

Other sourcesOther sources

Change Management

Problemerrors

DB

Problemerrors

DB

Problem Management

Resolution and recoveryResolution and recovery

34

First, Second & Third Line Support1st level Incident Detection &

Recording

Service Request

ProcedureService RequestService Request

Classification & Initial Support

Investigation & Diagnosis

Resolution & Recovery

Resolved?Resolved?

Incident Closure

No

Yes

2nd level



Resolved?Resolved?No

Yes

3rd level

Resolved?Resolved?



No

Yes

Nth

level

Etc.

Incident Management : Identification and Registration of Incidents

Data about an incident

Reporter of the incident Name, user ID Phone number Department Department number Affected person

Incident ID Date, time Status Effect, severity,

priority Service Level

Affected system Inventory number, CI ID Class/ type/ model

Symptom description Category Free text description

Problem editor Transfer to Performed actions Solution Date, time Category History

Identification &registration of incidents

ServiceRequest?


Incident Closure

Yes


No

Troubleshooting and recovery



ServiceRequest?


Incident Closure

Yes


No



Incidents and Workarounds

1

2

Search for resolutions from the Incident

Search and Copy Resolutions based on keywords in

incident

Incident Management Classification: Find service affected, Match against SLA, and Assign Priority

.Classification:

Impact– Reflects business criticality of the incident– Reflects extent to which an incident leads to

degradation of SLA, such as number of users that suffer

Urgency– Reflects required speed of solving an incident

Workload– Reflects expected effort to solve the incident

Priority – Reflects order in which to solve the incidents

Priority = Impact + Urgency


ServiceRequest?


Incident Closure

Yes


No




ServiceRequest?


Incident Closure

Yes


No



Incident Management :Priority order for handling incidents is primarily defined by impact and urgency

Priority 4Limited damage,

does not needto be recovered

immediately

Priority 3Significant damage,

does not needto be recovered

immediately

Priority 1Significant

damage, must berecovered

immediately

Priority 2Limited

damage, shouldbe recoveredimmediately

Impact

Urg

en

cy

Impact/Urgency Chart

Incident Management:Each priority is related to a certain recovery time…

Priority 1: Significant damage, must berecovered immediately

Priority 2: Limited damage, should berecovered immediately

Priority 3: Significant damage, does notneed to be recovered immediately

Priority 4: Limited damage, does not needto be recovered immediately

1 hour

4 hours

2 hours

8 hours

Incident Management - Example

Problem ManagementELIMINATE THE ROOT CAUSE

Problem Management

• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.

• It is a proactive approach that prevents recurrence of incidents.

Problem Management

Problem Management - SDP1

Problem Record

2Problem Management Process

With analysis

2

How many incidents can be closed if this problem is closed

Change Management

Change Management• The goal of Change Management is to control and

manage approved changes with accepted risk.

Change Management Implementation1 Change Record with Process tabs

2Change Plan Process

CAB Approvals

3

4

Release Management

Forward Schedule of Changes

CMDB

• Don’t Complicate CMDB• Implement CMDB start from Critical Servers –• Map services to assets and people using it• Cover points of failure

CMDB

1

Which Business Service Depends on this asset

2

How many Users will be affected if this asset fails?

3

Paid software in the assets

Summary We explained what ITIL is Why you would want to implement it Discussed the Process Model

Incident Management Impact/Urgency

Change Management Problem Management Problems Management CMDB database

Any Questions on this?

Simulation

• Let’s go to the Resources section on Blackboard and review the Spiceworks How-To’s documents…