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ITIL

Basics on ITIL and how it might be used here
by

Paul Nicholson

on 8 October 2012

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Transcript of ITIL

Zen and the Art of Case Management ITIL: best practices which we’ll apply to improve our services delivery
Cases are for handling customer service outages
CRs (issues) are for fixing bugs or developing workarounds
Case Priority and SLAs for customers drive our work Please remember this ITIL flourishes because it is useful. The flaws don't matter. ITIL is the hitchhiker's guide. And it is useful at a level that doesn't age. It talks about principles that are timeless – IT Skeptic
“Use ITIL” – Hearst, through Will Why ITIL? Service Operation Incident
Management Adoptions Drivers Adoption benefits Process Implementation Incident: customer reports a problem
Request: customer asks for something
Problem: underlying cause of an incident

Incident management: restoring service
Problem management: fixing problems and finding workarounds Taxonomy Document solutions and workarounds
Push as close to customers as reasonable
PS should apply some solutions
Release does apply solutions regularly
Must be reviewed and approved by knowledgeable staff Knowledgebase
(Salesforce Solutions) Product Support – Field calls, restore service, service requests
Dev Support, Tech Solutions – restore service, service requests, develop workarounds, document workarounds, file and help prioritize CRs.
Release – handle upgrade service requests, apply Solutions Mapping WO jobs to ITIL What does the business want us to fix?
What is actually broken?
Is it worth fixing?
Is this the best possible use of company money?

Only once you have an affirmative answer to all four of those questions should you then look at: how are we going to fix this? As a SMALL subset of that discussion, the question comes up: should we use ITIL as a tool, a reference framework, a benchmark?
- The IT Skeptic Do you need to do ITIL? Service Strategy Extra Slides Changes will be driven by business needs and framed with ITIL principles
Priority changes: imminent
SLAs: ignore at our peril
Carefully distinguish between case (incident) and problem (issue/CR)
Incident Management is all about restoring service to customers Review Filed as High Priority in current system
Impact Low (scope=single user, role=normal end user, severity = low)
Urgency Low (Not revenue-affecting, minor workaround)
Calculated Priority=Low

Priority could rise (through urgency change) if customer becomes irate, or if their role changes WideOrbit Sales slow Known problem, service restart will solve it for a week or two
Customer calls to complain about problem. What should happen?
Reopen closed case, cycle services, keep open until permanent fix found
Open new case, cycle services, file/link CR, close case
Open new case cycle services, file/link CR, wait for CR fix to close case WO Traffic performance slow Urgency: time sensitivity
Impact: degree of failure

Both of these in turn are calculated from other values Priority calculated from Impact and Urgency WO SLA range SLA may be based on time to restore or time to resolve
Time to Restore – satisfied when service is restored, regardless of means
Time to Resolve – requires deploying a permanent solution to the underlying Problem SLA calculations Customer needs script to add purchased station
Incident, CR, alter existing script, run script, close CR, close incident
Incident, alter existing script, run script, close case
Request, CR, alter existing script, run script, close CR, close request
Request, CR, alter existing script, close CR, run script, close request
Request, alter existing script, run script, close request Incident or Request? Critical priority case, no known workaround
Open CR, develop fix, close CR, deliver fix, close case
Develop workaround, open CR, develop fix, deliver fix, close CR, close case.
Open CR, develop workaround, deliver workaround, close CR, close case.
Open CR, develop workaround, deliver workaround, close case, develop fix, close CR Workarounds vs. fixes II Incident: customer reports a problem
Request: customer asks for something
Problem: underlying cause of an incident or potential incident

Incident management: restoring service
Request fulfillment: servicing requests
Problem management: fixing problems and finding workarounds Taxonomy Adoption Drivers Incident
Management ITIL flourishes because it is useful. The flaws don't matter. ITIL is the hitchhiker's guide. And it is useful at a level that doesn't age. It talks about principles that are timeless – IT Skeptic
“Use ITIL” – Hearst, through Will Why ITIL? This "ITIL slows things down" crap is immature whining from tech cowboys who don't understand business. ITIL (or ITSM in general) isn't some extra optional accessory to the conduct of IT. ITIL (or COBIT or...) is a set of nagging reminders of all the things you ought to be paying attention to if you were doing your job properly. Real professionals are grateful for that. – The IT Skeptic ITIL doesn’t slow things down Continual Service Improvement Service Transition Service Design Filed as High Priority in current system
Impact high (scope corporate, mid or upper mgmt, significant functions impaired)
Urgency medium or high (depends on timing and customer sensitivity)
Calculated Priority: High or Critical

If priority starts out high, will escalate to critical when timeframe is tight (requires manual update to Urgency) WO CRM numbers not matching WOT Filed as critical priority case in current system

Impact high (scope=corporate, role= traffic director, Severity = significant)
Urgency low (4 months to go-live)
Calculated priority = standard
File as customer request, not incident
Priority should increase as go-live date nears. Adjust Urgency manually to drive this Feature xx required for new customer Note that this calculation adds one new priority level, “Standard”. Priority is calculated from Impact and Urgency and cannot be directly set. Priority First attempt
Critical = Downtime, error, or data loss resulting in the inability to process business. No acceptable workaround
This classification requires review by management, who will be notified by automated email.
Second attempt
Comply with ITIL guidelines
Priority is derived from Urgency and Impact, which are closer to, but not, base values. Formalize Priority rules Customer reports incident, research shows this is a new Problem
Service restart solves immediate outage at time T1
Problem investigation reveals a better workaround at time T2, deploys it at time T3
Fix developed at time T4, deployed at time T5

What is restore time?
What is resolve time? SLA calculation example WO is already contractually obliged to honor SLAs for several customers (TWC, Bahakel, Fox, LIN TV, ABCF, Hearst, NBC, Rogers Cable, Scripps)
SLA may be refer to "time to restore" or "time to resolve"
Time to Restore – satisfied when service is restored, regardless of means
Time to Resolve – requires deploying a permanent solution to the underlying Problem Service Level Agreements
(SLAs) Cases must be the go-to source for info on status of customer incidents and requests
All material changes to the case should be logged promptly
Explain as you go
Log predictions for state changes. Regardless of what actually happens, promptly log new current state and/or new prediction
Question about case? Send email through Salesforce
Answer to question about case? Enter as case comment, providing context if necessary.
Use case resolution field to provide the case resolution! Case currency Open a critical Case, workaround solves immediate service interruption. What happens next?
Reduce priority, file CR, hold case until fix delivered?
Keep priority, file CR, hold case until fix delivered?
Keep priority, file CR, close case?
Reduce priority, file CR, close case?

Close case, reopen on recurrence?
Close case, open new case on recurrence? Workarounds vs. Fixes Incident: case
Request: case
Problem: Issue/CR

When service is restored, the incident is over. Close the case!
If incident investigation leads to a new problem being found, open a CR
When service is restored to a case with an open CR, close the case! Mapping ITIL to Salesforce Document solutions and workarounds
Push as close to customers as reasonable
PS should apply some solutions
Release does apply solutions regularly
Should be reviewed and approved by knowledgeable staff Knowledgebase
(Salesforce Solutions) Data and graphics from 2009 Hornbill white paper: ITIL: State of the Nation Survey Findings Implementation by Phase Adoption benefits Service Operation ITIL: best practices which we’ll apply to improve our services delivery
Cases are for responding to customer requests (often service problems)
CRs (issues) are for fixing bugs or developing workarounds
SLAs for customers need to drive our work
Priority will be derived from Urgency and Impact Please remember this ITIL and Case Management IT Management is 1% innovation and 99% perspiration. Innovation is not our day job. For the small number of IT people who are in charge of conceptualizing new services or setting architectural directions, then [technology] is very exciting. In some cases it is even relevant to them.
For the rest of you, get back to work and stop looking over on that far horizon just because it looks cool - we have a business to run.
You're an undisciplined rabble of kids who run out the gate to dance shrieking around anything shiny or noisy that comes along the road. If [technology] is coming to us, the CIO and the architects and the designers will let us know soon enough. If you wanted to play with the cool toys you should have studied harder in school. – The IT Skeptic The Cult of Innovation Add up numerical values of each factor to get overall impact
3-4 = low, 5-7 = medium, 8-9 = high

Scope and type of role might default from Salesforce data but must be override-able
Severity must be manually entered Impact User enters relevant choices for all these factors and Salesforce uses the highest value entered to define Urgency Urgency Process Implementation Standardized process adoption Missing titles: Change Management,
Service Level Management,
Release deployment Missing titles: Standardized process adoption, Best practice adoption, Interaction of IT with rest of business Cases vs Incidents SolarWinds notices failing drive, sends alert. What happens next?
Open case, [notify customer,] replace drive, [notify customer,] close case
Open case, open CR, replace drive, close CR, close case
Open CR, replace drive, close CR Green title -> thought exercise / discussion Gray title -> example Questions?
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