Post on 03-Apr-2018
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2004 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
High PerformanceITSM Simulation
Half-day Workshop
October 3, 2007
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One-Day Workshop Agenda Introduction
Workshop Objectives ITIL & ITSM Overview
Simulation Overview
Race 1 Preparation and Planning
Run Race 1 Performance Review
Service Support Processes
Race 2 Preparation and Planning
Run Race 1
Performance Review
Service Delivery Processes
Race 3
Preparation and Planning
Run Race 2 Performance Review
Closing Discussion Workshop Review
Open Discussion
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Introductions Name
Organization Role
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Workshop ObjectivesThrough a simulated experience:
Realize the importance ofPeople and Communication asthey relate to the Success ofyour ITSM initiatives.
Understand the Operational andBusiness benefits ofeffectiveProcess Management
Develop a deeper awareness of
ITIL Best Practice and itsrelationship to IT ServiceManagement
Technology
People
Process
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Mainframe StorageNetwork Server Application
internet
applications
IT must focus ondelivering services tocustomers with consistencyin execution throughstreamlined and automatedIT processes
ou
In
cident&Problem
mgmt.
Con
figuration&Chan
gemgmt.
AvailabilityManag
ement
ServiceLevelMana
gement
O
perationsManag
ement
Many Organizationsmanage technology to
users as Silos
when
customers seethem like this
Traditional IT Organization
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About ITIL?
Created in 1989 by the CCTA (now the Office of
Government Commerce), a UK government agency
ITIL = Information Technology Infrastructure Library
ITIL is; Library of books that define a
framework forbest practice of ITprocesses
Vender independent, Platformindependent, and Tool independent
Its a guide about WHAT to doDocumented Common sense
Organizations should adopt andadapt
Key Objectives
To align IT with the current andfuture needs of the Businessand its Customers
To improve the quality of ITServices Delivered
To reduce the long-term costof Service provision
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Service Management
T
h
e
B
us
i
n
e
s
s
T
h
e
T
e
ch
n
o
l
o
g
y
The
Business
Perspective
ICT
Infrastructure
Management
Service
Delivery
Planning to Implement Service Management
Applications Management
Service
Support
Security
Management
IT Infrastructure Library (ITIL)
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Service Management Disciplines
Service Support:
describes the processes associatedwith the day-to day support andmaintenance activities associatedwith the provision of IT services.
Service Delivery: covers the processes required for the
planning and delivery of quality ITservices and looks at the longer termprocesses associate with improvingthe quality of IT services delivered.
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The Business of Formula 1 Ferrari and Toyota spend over $300m per year
Investment by related industries (Fuel and tires) Also attracts significant sponsorship dollars from
other industries
F1 Development and testing makes Hi-Tech astandardABS, Fuel Injection, Traction Control
Success on the trackSuccess in the showroom
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World Stage for IT IT is central to each F1
teams successTesting and design is all
computerized
IT Systems are used to
monitor and manage carsystems in real-timeduring races
IT is critical for winning
races
Winning races is criticalfor earning money
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The Bottom Line
Earning revenue depends on winning races
Winning races depends on IT
If IT fails, the team loses money
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Simulation Objectives The Business Objective
is to Maximize Sponsorship
revenues by finishing ashigh as possible on theLeader Board
The IT Objective is toenable this by ensuring
High availability ofBusiness Services to theRace Team
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Simulation Overview There are 5 Teams in a
5 Race, WorldChampionship Series
You are part of the HPTeam
Sponsorship revenuesare based on Raceperformance
The higher the Teamfinishes a Race, thehigher the Sponsorship
Revenues
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How it works Each car is supported
by a number of
Business Services These Business
Services are Supported
by IT Race Performance is
related to the availability
of these Services If a Business Service
Fails, the Team looses
Money
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HP High Performance ITSM
simulation
o Race (Simulation)
o Review
o Think
o Plan / Implement
o Race
Service Improvement achieved through
Facilitator will assign roles, and give instructions before the Race begins
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The Balanced Score Card
ToolsIncident Record
Service Priority Matrix
Resolution Strategy
System Solution Log (KEDB)Business Service toApplication Mapping (CMDB)
Event Monitoring
People and ProcessRoles and Responsibilities
Communication / Teaming
Process Management (ITIL)
Service Desk (Function)Incident and Problem Mgmt
Chg. Config. Release Mgmt
Service Level / Financial Mgmt
Availability and ITSCM Mgmt
IT PerformanceCustomer Satisfaction
Operational Effectiveness
Service Availability (MTTR)
Workarounds + Fixes
Business PerformanceRace Points
Revenue TargetsSupport Costs
Profit and Loss
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Service
Desk
Team
Principal
Race
Engineers
IT Support
Team
Operations
Manager
Roles and Responsibilities
HP Consultant
IT
Support
The
Business
Vender Support
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Prepare for Race 1:
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Performance Review Race 1:
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The Balanced Score Card (Race 1)
ToolsSystem Solution Log (KEDB)
People and ProcessRoles and Responsibilities
Communication / TeamingRevenue Targets
Process Management (ITIL)
Logging and Tracking
Change Config. Release Mgmt
Financial Management
IT PerformanceCustomer Satisfaction
Operational Effectiveness
Service Availability (MTTR)
Workarounds + Fixes
Business PerformanceRace Points
Revenue TargetsSupport Costs
Profit and Loss
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Break
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Service Management DisciplinesService Support:
describes the processes associatedwith the day-to day support andmaintenance activities associatedwith the provision of IT services.
Service Delivery: covers the processes required for the
planning and delivery of quality ITservices and looks at the longer termprocesses associate with improvingthe quality of IT services delivered.
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ITIL vs. ITSMITIL is a best practice
framework of Business
centric, and Servicesfocused IT ProcessesA consolidated reference of
what to doActivity flows, and a common
LanguageA Quality approach for
continuous improvement Provides for predictable and
measurable outcomes
ITSM is a process drivenapproach goaled toward
optimising the provision of ITservices required toeffectively support and enablethe business.
Key focus areas; Quality of Service Delivery Cost of Service Provision IT to Business Integration Flexibili ty, Adaptability of IT
ITSM represents a consideredbalance of People, Processand Technology
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Service Support Processes
Configuration
Management
IncidentManagement
Change
Management
Service Desk
Problem
Management
ReleaseManagement
CMDB
Single Pointof Contact
RestoreServiceASAP
Identify the
Root Cause
Change Control
Integrity
Build, Test andImplementation
To Provide AccurateInformation about CIs
and their relationships
ConfigurationManagement
Database
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Service Desk Function Goal
To act as the central (Single)point of contact between theUser and IT Service Provider.
To handle Incidents andRequests, and provide aninterface for other activitiessuch as Change, Problem,Configuration, Release,Service Level and IT ServiceContinuity Management.
Function Activities
Ownership, Monitoring
Communications, Escalation 1st Level Support Initial Investigation and
Diagnosis (Matching)
Terminology Types of Services Desks
Local, Central, Virtual
Single Point of Contact
Escalation Functional, Hierarchical
Knowledge base Matching
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Incident Management Process Goal
To restore normal serviceoperation as quickly aspossible and minimize theadverse impact on businessoperations, thus ensuring thebest possible levels of servicequality
Process Activities: Detection and Recording Classification and Support
(Matching)
Investigation and Diagnosis
Resolution and Recovery Ownership, Monitoring,
Communication andEscalation
Definitions Incident:Any event that is
not part of the standardoperation of a service thatcauses, or may cause, aninterruption to, or a reductionin, the quality of that service
Workaround is a method of
avoiding an Incident orProblem
Escalation: Functional,Hierarchical
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Problem Management Goal
To minimise the impact ofdisruptions to IT Services andto prevent the occurrence andrecurrence of Incidents byidentifying the root cause ofIncidents and Problems.
Process ActivitiesProblem Control Identification and Recording Classification Investigation and Diagnosis
Error Control KE Identification and RecordingAssessment Resolution Recording
Definitions A problem is the unknown
underlying cause of one ormore incidents
A known erroris an incidentor problem for which the rootcause is known and for whicha temporary workaround or
permanent fix has beenidentified.
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Configuration Management Goal
To provide a logical model ofthe IT Infrastructure byidentifying, controlling,maintaining and verifying theversions of all ConfigurationItems in existence with theorganisation and determining
the relationships betweenthose items.
Process Activities Planning Identification
Control Status Accounting Verification and Audit
Process Terminology Configuration Item (CI)
CI Attribute Describes a CI CI Relationships
Parent, child, Connected to,user of
Baseline Snapshot of a known workingconfiguration
Naming Conventions Unique, Clearly Visible
Consistent within theOrganisation Scalable with Growth
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Change Management Goal
To ensure that standardized
methods and procedures areused for efficient and prompthandling of all changes, inorder to minimize the impactof any related Incidents upon
service. Process Activities
Initial Logging and filtering
Assessment and Approval
Scheduling
Authorization
Change Review and Closure
Terminology (RFC) Request for Change
(CAB) Change AdvisoryBoard
(CAB/EC) CAB EmergencyCommittee
(FSC) Forward Schedule ofChanges
(PSA) Projected Service
Availability
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Release Management Goal
To take a holistic view of
change to an IT service andensure that all aspects of aRelease into the liveenvironment, both technicaland non-technical, are
considered together Process Activities
Build and Test
Implementation
DefinitionsA Release is a collection of
authorized changes to an ITService
The Definitive SoftwareLibrary (DSL) is the library inwhich the original, definitive
authorized versions of allsoftware CIs and source codeare stored and protected.
The Definitive Hardware Store(DHL) is a secure area holding
spare definitive hardware CIs
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Planning for Race 2:
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Prioritization and Resolution Strategies
Prioritization
Priority 1: Brake Balance 14 km/h Data Transmission 14 km/h Engine Control Unit 14 km/h
Performance Monitoring 12 km/h
Priority 2: RF Communications 12-4 km/h Traction Control 11 km/h Engine Monitoring Plus 10 km/h
Hydraulics 10 km/h
Fuel Mixture 9 km/h Engine Mapping 9 km/h Rev Limiter 6 km/h
Special Services: Impact during Pit Stop Only
Fuel Rig Operations 10 Sec
Launch Control 10 Sec
Benefits: Effective resource utilisation
High availability of Critical Services
Resolution Strategies
Have we seen this error before? Can we reuse a previous Answer?
Is it a high Priority? What is the agreed Service Level?
Do we buy time with a Temporary Fix?
When do we buy a Solution?
Is it a low Priority? What is the agreed Service Level?
Do we leave IT Support Team to resolve?
When do we buy a Temporary Fix /Solution?
Is it a Special Service? When is this a priority?
What are the Race Clock based Actions
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Event Monitoring
Features Event Correlation
Threshold Alarms
Benefits Improved Incident Detection +
Recording
More effect Diagnosis of rootcause
Automated Tracking andMonitoring
Support for Notification andEscalation
Related IncidentsRelated IncidentsRelated IncidentsRelated Incidents
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Event Record
Benefits: Tracking and Monitoring
Communication Escalation Input to Trend analysis and reporting
1, 2
1,2,3
1, 2
Cars
Rosberg
Clark
Andretti
Application
Fuel Mixture
Traction Control
Rev Limiter
Business Service
12
21
PriorityInc. #
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Known Error Database
O151
201143
94112
6106
3 Kg93
35.3556
FD31
6414
Domino 4:210
68
AnswerQuestionKnown Error
Database(Race 2)
Benefits More effective resource
utilisation
Provides for improvedefficiency in IncidentResolution (Matching)
Improved CustomerSatisfaction
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Prepare for Race 2:
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Performance Review Race 2:
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The Balanced Score Card (Race 2)
ToolsIncident Record
Service Priority Matrix
Resolution Strategy
System Solution Log (KEDB)
People and ProcessRoles and Responsibilities
Communication / Teaming
Process Management (ITIL)
Service Desk (Function)Incident and Problem Mgmt
Change Config. Release Mgmt
Financial Service Level, Mgmt
IT PerformanceCustomer Satisfaction
Operational EffectivenessService Availability (MTTR)Workarounds + Fixes
Business PerformanceRace Points
Revenue TargetsSupport Costs
Profit and Loss
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Service Delivery ProcessesService LevelManagement
FinancialManagement
Service ContinuityManagement
AvailabilityManagement
CapacityManagement
Balance between SLRand SC
Analysis and PlanningMaintainability and ServiceabilityRedundancy and Resilience
A balance between current andfuture Service Levelrequirements and the Capacityto Deliver Resource utilization
Continuity of Business CriticalServices- Disaster Recovery
Budgeting, Accounting,and Charging
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Service Level Management Goal
To maintain and gradually
improve business aligned ITservice quality, through aconstant cycle of agreeing,monitoring, reporting, andreviewing IT service
achievements and throughinstigating actions, toeradicate unacceptable levelsof service
Process Activities Negotiation
Service Level Reporting
Service Improvement
Terminology Service Level Requirements
Service Catalog
Service level Agreement
Operational Level Agreement(OLA)
Underpinning Contract (U/C)
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Financial Management Goal
To provide cost effective
stewardship of the IT assetsand the financial resourcesused in providing IT services
Process Activities
BudgetingAccounting
Charging
Definitions Budgeting (mandatory)
Forecasting, control andmonitoring of expenditure
IT Accounting (mandatory) Enables IT to account for
where money is spent on
running the department andproviding services
Charging (optional) Billing customers for services
Differential Charging Setting different charges
during specific periods. Usedto influence Demand
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Availability Management Goal
To optimize the capability of theIT infrastructure and supporting
organization to deliver a costeffective and sustained level ofavailability that enables thebusiness to satisfy its objectives
Process Activities
Analysis
Trend, Risk
Reporting
Terminology Availability (%of Coverage hrs)
Proportion of agreed servicehours a customer can access aservice
Reliability (MTBF/MTBSI)
Freedom from operational failure
Maintainability (MTTR)
Restoration and repair times
Serviceability (Supportability)
Security Confidentiality, Integrity and
Availability to authorizedpersonnel only)
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Capacity Management Goal
To ensure best use of theappropriate IT Infrastructure to
cost effectively meet businessneeds by understanding how ITservices will be used andmatching IT resources to deliverthese services at the agreed
levels currently and in the future. Process Activities
Performance Management
Workload Management
Application Sizing
Resource Management
Demand Management
Modeling
Planning
Terminology Business Capacity Management
Future requirement planning Service Capacity Management
Current requirement planning
Resource Capacity Management
Utilization of component parts
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IT Service Continuity Management Goal
To support the overallBusiness Continuity
Management process byensuring that the required ITtechnical and servicesfacilities can be recoveredwithin required and agreed
business time scales Process Activities
Business Impact Analysis Risk Assessment
Business Continuity Strategy ImplementationAssurance (Awareness
Testing, Training, Change)
Terminology Immediate recovery hot
standby (72 hrs)
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Prepare for Race 3
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Configuration Management Data Base
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Prepare for Race 3:
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Performance Review Race 3:
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The Balanced Score Card
ToolsIncident Record
Service Priority Matrix
Resolution Strategy
System Solution Log (KEDB)Business Service toApplication Mapping (CMDB)
Event Monitoring
People and ProcessRoles and Responsibilities
Communication / Teaming
Process Management (ITIL)
Service Desk (Function)Incident and Problem Mgmt
Chg. Config. Release Mgmt
Service Level / Financial Mgmt
Availability and ITSCM Mgmt
IT PerformanceCustomer Satisfaction
Operational EffectivenessService Availability (MTTR)
Workarounds + Fixes
Business PerformanceRace Points
Revenue Targets
Support Costs
Profit and Loss
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ServiceDesk
Team
Principal RaceEngineers
IT Support
Team
OperationsManager
The Simulation experience
HP
Cons
ultant
Process Management (ITIL)
IT Service Management (ITSM)
Process Automation (Tools)
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Closing Discussion
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Extra Slides FYI
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TechnologyProcessBusinessResultsPeople
What Customers are Saying
We appreciate that ITIL/ITSM is criticalto our Business Success
We also see that Education and Trainingis an agent for Organisational Change.
It is vitally important that the Peopleunderstand and Support the ITSM vision.
BUT ITIL Training is boring.
We need a Training Solution that isintegrated into the businessinitiatives.. that brings value to theOrganisation
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ITSM Manager + certi fication
Individual Certification
Basic Advanced
ITSM Practitioners + certif ication
ITSM Foundations + certification
ITSM AwarenessWorkshops
to 1 Day 2 to 3 Days 2 to 5 Days 5+5+2 Days
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What is BS 15000 / ISO 20000? BS 15000 is the first formal standard specifically aimed at
IT Service Management, and has recently been adoptedas ISO 20000
BS 15000, ISO 20000 defines a level of quality for ITSMactivities which can be audited
The standard looks for a fixed feedback loop
Plan Plan Service Management Do Implement and Run Service Management Check Monitor Measure and Review Act Continuous Improvement
BS 15000, ISO 20000 Certification provides a basis forproving that an organisation has implemented bestpractises and are using them consistently across theorganisation
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The Approach
Act
Check
Plan
Do
PlanHow to implement
improvements in the next Race
DoPlay the Simulation andApply the learning
CheckReview Performance againstthe Balanced Score Card
ActThink about how Performancemight be improved
Continuous Improvement
Edward Deming
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Process TheoryProcess Control
Process
Input OutputInterrelatedActivities
Process
OwnerKPI
Process
Goals
Process Enablers
ResourcesRoles & Responsibilities
A process can be
defined asa series of related
actions, activities,performed with the
purpose of achieving a
defined goal.
Process control can
similarly be defined as
the process of planning
and regulating, with the
objective of performing a
the process in an
effective and efficientway.
Process Enablers
include People and
Tools
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Organizational Policies,Practices and Procedures
Standard
What should we do?BS 15000, AS 8018
ISO 20000
How should we do itin our organization?
An expanded guideor framework, aboutWhat to do?
Where Does Best Practice Fit?
Best Practice(ITIL)
Applied Framework(HP ITSM RM, MOF)
Organizational
Certification
IndividualCertification
IT Service Management
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IT Service Management
20%
80%
Technology (Tools)
Process automation
Service enablement
Process
A common Language
A quality approach
End to End Service Management
People
Cultural and Behavioral Change
Leadership and Commitment Defined Roles and Responsibilities
Support and Communication
Skills Development and Training
I t O t t d A ti iti
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Incident
ManagementIncident Details
CMDB
KnownError
Database
Matching
Change
Management
Mgmt Info.Reports
Inputs, Outputs, and Activities
Detection
Recording
Classificationand InitialSupport
Investigationand Diagnosis
Resolution and
Recovery
Incident ClosureOwnershipMonitoring
,Communicatio
nand
Escalation
RFC
Config. Details
Incident DetailsProblem
Management
Event Monitoring Tools
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Inputs, Outputs, and ActivitiesProblem Control
IdentificationRecording
Classification
Investigationand Diagnosis
Known Error
Error Control
KE IdentificationRecording
Assessment
ResolutionRecording
Closure
Mgmt Info.Reports
(Reactive) Incidents
CMDB
KnownError
Database
Matching
ChangeManagement
RFC
Config. DetailsKE Updates
(Proactive) Trend Analysis
Known Error (Development)