Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD

CERN - IT DepartmentCH-1211 Genève 23

Switzerlandwww.cern.ch/it



Request and Incident Tracking System (RITS)

Zhechka Toteva on behalf of the Remedy team FIO/FD

29 October 2009



Technical Areas

• Service Catalogue– External services– Components

• Incident management for all services– Components categorisation– Support groups– Assignment rules

2



Dictionary

• Service area – e.g. databases, storage• Customer services – e.g. file system,

Administrative databases• Service components – e.g. AFS,

Application server• Service components operational

categorisation• Support groups• Service owners, Service managers

3



Tools from the BMC Suite

4

Service Request Management and Service Desk



Technical Areas


5



Service Request Management(end user interface)

6

Service s and components are organised in an

hierarchical structure

- Search by keywords- Filter by a service area

Menus for the most frequently used user

actions

- Shortcuts to the recently most used

services- Quick picks – ex.

the generic “Service Desk”

Miscellaneous non-request related

actions

Service Catalogue /Service Areas



Service Request Management(end user interface)

7

Service Catalogue /Customer ServicesService Catalogue /

User Facing Components



Technical Areas



8



From PRMS to RITS just TOP 10

9

IT Service Oriented Support. Future changes in the policy and tools

Selection from Service Catalog• OS Installation

• Linux• License request• Troubleshooting

• Windows• ……

NEW

Categorization• 3-4 tier

Assignee• 1/2/3 level

Current system: necessary review of categorization and mailfeeds

PRMS RITS

Categorization Sets Yes YesHigher granularity available if needed

Domain mgmt (Assignee)

Yes Yes

Service catalog -- -- New

http://indico.cern.ch/conferenceDisplay.py?confId=67467





PRMS ticket creation

In ITIL terminology PRMS serves incidents and requests

10



PRMS ticket categorisation

• Purpose of the PRMS categorization

• To determine the assignee group

• To classify the ticket in the proper function of all the functions the assignee group manages

• To assist the assignee group manager to make statistics in order to determine the mostly requested functions of his group

11



PRMS ticket categorisation

• The categorisation is predefined and managed by the PRMS domain managers• E.g. IT Services – Dore,

Cremel, Horvath, Dalemare, Toteva, Fedorko

• Has to be done by the service managers

12



RITS Incident Creation

13



RITS Incident categorisation(support staff view)

• Purpose of the RITS incident categorization

• The same as the PRMS ticket categorization

14



From PRMS To RITS

PRMS RITS

Category Operational Tier 1

Type Operational Tier 2

Item Operational Tier 3

15



Technical Areas


• Incident management for all services– Components categorization– Support groups– Assignment rules

16



PRMS Support Group

Domain

Group name

Support people

Support group owner

• Today, some support groups do not have an owner

• Has to be the service manager

17



RITS Support Group

Group name

Domain

Support people Support person availability

Support group owner

18



RITS Support Group

Group name

Domain

Support level of this group

19



From PRMS To RITS

PRMS RITS

Group name Support Group Name

Domain Organization*

Support Group Owner Support Group Manager

Support Group Admin and many other functions

Support People List People Display

Support Group Role

…… … and many more functions

20



Technical Areas



21



PRMS assignment rules

• Purpose of the PRMS assignment rules

• Automatically or manually a ticket is categorised

• The support group that is responsible for the function is automatically assigned

• If there is a default assignee in the support group (shift mechanism), the default assignee is also automatically filled in

22



PRMS assignment rules

• The second level support is inherited

• ELFms support group is the second level support for the whole “ELFms” categorisation chain

23



RITS assignment rules

• Automatically or manually a ticket is categorised

• The support group that is responsible for the function is automatically assigned

• If there is a default assignee in the support group (by assignment mechanism), the default assignee is also automatically filled in

24




• A support group is responsible for incidents categorised in the given categorisation

• And all incidents with more precise categorisation that the defined one

• Ex. “ELFms” -> “General”

unless….

25




• A more specific assignment rule is defined

• Ex. “ELFms” -> “CDB”-> “ACL”

• The assignment rules are in the responsibility of the service managers

26



Suggestion

• Suggestion

• Service managers can manage the support groups outside of the system in the e-groups

• E-group name format for a support group

rits-$operational_category1-level2-[$operational_category2-$operational_category3]]

Example:

rits-ELFms-level2

rits-ELFms-level3-CDB-ACL

27



From service catalogue to incident creation

28



From service catalogue to incident

• Service managers have to define the mapping between a service component and incident categorisation

• During this process they can also define– Service work around time– Specific questions that the end user has to

answer at the moment he/she requests the service

– etc.

29



What do we need

• We have to create together with the service managers the RITS incident categorisation– Currently we have 456 active PRMS items in the IT

Services domain only• https://remedy01.cern.ch/cgi-bin/categories-active#IT

Services

– We ask the service managers to revise the PRMS categorisations which exist• Suppress the obsolete categorisations• Create new ones if needed• Modify the current ones

– Think of the incident categorisation as being derived from the service components you expose to the users in the service catalogue

30

https://remedy01.cern.ch/cgi-bin/categories-active#IT%20Services

https://remedy01.cern.ch/cgi-bin/categories-active#IT%20Services



What do we need - II

• Service managers have to create the support groups (e-groups) according to the convention– We will automatically synchronize all the support

egroups which names start with RITS and correspond to the described pattern • The support group• The support people (from the e-groups members)• The assignment rule (extracted from the pattern)

• Service managers have to create the definition of the service components– We will make a tutorial for this purpose

31

Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD

Documents

Transcript of Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD