Itil Service Delivery & Service Support Quick Reference Guide

ITIL Service Delivery & Service Support Quick Reference Guide

© MMV Niall Williams

Availability Management

ITIL Service Delivery Quick Reference Guide

Design for High Availability

<Works with Proactive Problem Management> RELIABILITY MAINTAINABILITY SERVICEABILITY SECURITY

Calculating:

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of components (OLA) Restore components & services Support contracts (UPC) Confidentiality + Integrity =

Good Availability

Analysis Techniques

Component Availability Service Availability -

AST-DT x 100 = % (Service/Component Availability) AST

CFIA (SPOF) CRAMM (Risks) FTA SOA (Post Mortem) TOP (Techies)

Capacity Management ITSCM

EUPT - EUDT x 100 = % User Availability EUPT

Expanded Incident Lifecycle - MTTR - MTBF - MTBSI

Business Centric

Every failure is a moment of truth!

Capacity Management I T E R A T I V E

BCM (Business) SCM (Service) RCM (Resource)

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Thresholds

M - Monitor A - Analyse R - Report T - Tune I - Implement

Dampen demand - Peaks/Troughs Differential charging FMITS M O D E L L I N G

D E M A N D

B - Baseline A - Analytical S - Simulation T - Trends E - Estimation

APP S I Z I N G

INPUTS C A P PLAN C I T Y

Future Services Provided Technology Now/Future

Will it fit?

Balancing Act: Cost v Capacity & Supply v Demand Good Capacity Management ensures NO SURPRISES!

CaMDB

FMITS

-

Mgt Summary Business Scenario Resource Summary Service Summary Assumptions Recommendations Cost Models © MMV Niall Williams

Service Level Management Negotiate & Agree

ITIL Service Delivery Quick Reference Guide

Service Level Requirements

INTERNAL SPEC

U P

L SLA

CMDB I N P U T S

Marketable Docs/Brochures

EXTERNAL SPEC

O

A

Monitor - SLAM & RAG

Service Catalogue

C

-

Customers Users Costs OLA/UPC Attributes

SPOC - Customer & SL Mgt Review - Monthly - Yearly Report - Ad-hoc & Exception

CLAUSES

> MEASURABLE? > MONITORABLE? > MANAGEABLE?

IT Service Continuity Management Business - BIA - VBFs (INITIATION) IMPACT OF FAILURE! Business Activity Modelling

Subset of BCP Risk Assessment - CRAMM Strategy

Options

TESTING: PLANS “Big Bang” “Incremental” invocation

ASSETS, THREATS & VULNERABILITIES = Risk Score > COUNTERMEASURES Do nothing? Manual Workaround (e.g. re-input data) Reciprocal Arrangement Gradual (COLD) - 72 hours + Intermediate (WARM) - 24 to 72 hours > Shared Site Immediate (HOT) - 0 to 24 hours - Portable/DHS/Mirror etc.

PLANS - Task Lists - Roles - Responsibilities - Checklists - Return to Normal (Removal of Data!) ALSO - Recovery of staff, accommodation, equipment etc ALSO OF MGMT = Assurance - Training - Awareness - Testing (Change?) - PIR - Education © MMV Niall Williams

Financial Management of IT Services

ITIL Service Delivery Quick Reference Guide

IT Maturity

- Budgeting = Predicting spend

Mandatory

- Accounting = Actual spend / predicted spend matched

Optional

- Charging = Recovering costs*

Cost Models Customer Models Service Models

Unabsorbed = % Uplift

Type Cost Elements H/W = PCs, Mainframes, Servers S/W = O/S, DBs & Apps People = Salary, Expenses Accommodation =Offices, storage External = DR, outsourcing Transfer = Internal charges

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x% unabsorbed cost x 100% = Uplift absorbed costs Categories -

Attributes in CMDB *

Capital Operational Direct Indirect Fixed Variable

Charging Policy (corporate) Cost Recovery -> Cost Plus (>%) -> Going Rate (internal) -> Market Rate -> Fixed Price

General Process Improvement: > > > > >

Where are we now? Where do we want to be? (Gap) How will we get there? How will we know when we’ve arrived? (CSF) Do we still want to be there?

BS 15000 Standard DISC PD 00005 Code of Practice ITIL Internal Processes & Procedures

Achieve This

Management Overview

Process Definition Deployed Solution

© MMV Niall Williams

Service Desk & Incident Management SD = SPOC

Management

(Provide MI)

OWNERSHIP – MONITORING

Support Groups

Hierarchical

TRACKING - COMMUNICATION

Escalation Functional

Detect & Record

SERVICE DESK

Restor ation o f servic e

STAFF: (Skilled) Business Aware Analytical Methodical Knowledge of Tools Access to SLAs Good Comms Skills Understanding / Empathy

ITIL Service Support Quick Reference Guide

KEDB FAQ INTERNET

Initial Classification & Support

SERVICE REQUEST 2nd / 3rd Line

Process

Investigation & Diagnosis

IMPACT Resolution & Recovery URGENCY

Strategy = Central – Local - Virtual Technology -> ACD – IVR – CTI – Internet / Intranet PRIORITY

Closure

Problem Management Definitions:Problem = Unknown underlying cause = one or more incidents Known Error = Cause known, workaround issued - KEDB Types =

Activities:

Reactive - 20% Proactive - 80%

} Pareto!

Analysis - FTA / Ishikawa / Kepner Tregoe / CFIA / CRAMM

> Problem Control - Error Control - Assistance with major incidents - MI

Potential Cycle Incident -> Problem -> Known Error -> RFC/Change -> Resolution Strong links with Availability Management © MMV Niall Williams

}

Change Management

Incidents / Problems User dissatisfaction Business Direction Legislation Add/Remove/Modify CIs

CAB = Who can provide an impact assessment

Raise RFC

Filter

Categorise (Minor, Significant, Major) > Standard Change Model

Release Management

Line Mgt

Build (Backout) incl Test (UAT & OAT)

Authorise

Release Policy Release Build

}

What? How? When Who to?

Holistic approach

PIR & Closure

Consider technical & non-technical aspects of release

Controls DSL & DHS

Roles & Responsibilities / Guidelines Release Units

Implement

Release Mgt

Close links to Config & Change (FSC) Plans Release Strategy Plans Release Rollout

Change Mgr

Prioritise (Impact, Urgency, Risk, Resources, Cost)

FSC

> Emergency Change procedure

RFC Raised - by Anyone!

Filtered

CAB (EC) = Sub-set of CAB Business Decision Makers Process

ITIL Service Support Quick Reference Guide

Release Types Full =

All components

Delta =

Only Changed components

Package = Mix of Full and Delta

Release Numbering

[Software Licensing / Legal Requirement ]

FAST - BSA 9 © MMV Niall Williams

Configuration Management

ITIL Service Support Quick Reference Guide

“Accounts for all the Assets” CMDB

Perhaps I

Attributes/Varients

CIs

Planning -> Scope

Relationships Info for other processes

DSL

Authorised / Official / Definitive / Logical / Physical / Secure

DHS

H/W CIs - VBF

Identification -> Label, Unique identity (What Level?) CIs subject to individual change

Can

Control -> Change Mgt Control

See

Status Accounting -> Past, Present & Future (SD)

Vampires

CM - Config Librarian

Release Mgt Control

Verification & Audit -> CMDB matches infrastructure

Planning and Guidelines Project - PRINCE2 (OGC) -> Appoint Process Owner

(Approved project management methodology)

Other staff?

Define KPIs Raise awareness

Procure / Develop / Config Tools Metrics

Train

Effectiveness / Efficiency / Compliance

Objectives / Missions & CSFs (SMART)

Write Processes/Procedures (Test them!)

Educate

Rollout

Reporting

(how/when)

Communicate

Monitoring

PIR / PER

(CSFs met?)

© MMV Niall Williams