ITSM 7.6.03 and Process Implementation

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Nov 7, 2013 (4 years ago)

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ITSM 7.6.03 and
Process

Implementation



Production Support A
pproach



Last Updated:
3/1
/11

Maintained by ITS Process &
Service Management

Page
1

of
4



Introduction

This document provides a high
-
level view of the prod
uction support approach
for

the May 2011
implementation

of:



BMC IT Service Management 7.
6.03

tool (ITSM) applications including:

o

Incident Management (IM)

o

Problem
Management (PM)

o

Change Management (CM)

o

Knowledge Management (KM

o

Service Level Management (SLM)


o

ITS customizations to be integrated with BMC 7.6.03:



e
-
mail request vehicle



P
eople
l
o
ad

(
real
-
time look up)



Unicenter (monitoring alerts)



Service
o
rdering



ITS updated versions of ITIL
-
based best practices for IM, PM, CM, and KM and existing SLM
(“the processes”)

Scope


This
document

establishes the roles and deliverables needed to plan for ITSM and
t
h
e

proce
s
ses

transition to users
, as well as

the
subsequent support
of
both
.
Users are defined as ITS staff
having

access to and work
ing

within ITSM tool and
the

processes in support of i
nternal or external ITS
customers.
External customers are also considered users to the extent they
report incidents and
submit
requests to the Service Center that must be routed through the ITSM tool.

BMC
Service Request Management (SRM),

Asset Management
,

and Release Management
applications are
not

implemented at this time and are out of scope. Support of processes other than IM,
PM, CM, KM
, and SLM

is out of scope.

Planning for the transition of production support of services to
be supported using ITSM

b
ut that are
not

about the ITSM tool itself

is out of scope.


Production Support Approach



Here is the

general
method

for developing the production support

plan
.

1.

Describe

and categorize tool
and process user groups impacted and identify
:

a.

production
support needs

i.

ITSM vs. the processes

ii.

variances between the
user
gr
oups

b.

tool and process knowledge transfer needs befo
re and after early life support

c.

potential
“power” SME candidates

for providing

early life support to
other users
.

2.

Identify the support grou
ps that participate in the production support process and their roles.

3.

Plan for

any
coordination needed between production support
,
knowledge management,
and
release planning.


4.

Establish early life support timeframe and required stabilization criteria
;
distinguish between tool
vs. process stabilization.

5.

Develop a near
-
term transition plan for early life support during product stabilization.

6.

Define tool
integration
configurations for systems used in the production support process
.



ITSM 7.6.03 and
Process

Implementation



Production Support A
pproach



Last Updated:
3/1
/11

Maintained by ITS Process &
Service Management

Page
2

of
4



7.

Ensure
that support of ITSM is aligned to the
IM, PM, CM, KM
processes
, as well as to other
ITS
-
defined procedures (
IS After
-
Hours Support Policy, OLA, Maintenance OLA
, Significant
Incident
touch points
)
.

8.

Create

a production support matrix of common scenarios and

their escalation paths
.

9.

Determine any staff communication and documentation needs for early life support; for
example, specific kick
-
off communications

(
consider

what Comm team needs to say to the
public)
, “go
-
live” packets
(for example,

recommended quick

references, general FAQ, the
production support matrix, and so on
).

10.

Create
a final readiness assessment for early life support and production support.

11.

Determine method for

collecting user feedback during and after early life support.

12.

Plan for

a post
-
trans
ition review of the approach development and implementation process and
outcomes and evaluate all for effectiveness
.


Assumptions and Risks

The following assumptions and risks are critical to the successful accomplishment of
this approach.

Assumptions



Resources

to fill roles

for development of the production support deliverables
are allocated
.



Required

production support deliverables are on time, reviewed, and approved
.



All user audiences and tool vs. process support needs are identified and addressed
.



All support groups are identified and allocated
.



Early life support “power” SMEs are identified, allocated
, and trained.



Release planning is on track and coordinated with production support planning
.



Knowledge
-
base articles necessary for production support

of ITSM and the processes have
been added
to
the KM module
.



Outstanding

process and
technical issues critical to production are addressed
.



Open technical issues are
created

as known
errors

in new ITSM
.



All records that remain open are re
-
created in new IT
SM
.



All ITSM intra
-
tool configurations required for
its self

support are complete.



Performance support deliverables are complete and accepted by ITS Service Management
.



Early

life support and production support checklist criteria are addressed or properly deferred
without
critical

impact
.



Kick
-
off communications and early life support information to users takes place prior to release
.



The BMC tool remains stable
.



BMC critical
incident response time adheres to
the
vendor contract
.

Risks



ITSM s
upport resources
still building skill sets.



T
ool and process
issues and risks

are still
open.



Service Center ASB group relocation

it timed close to go
-
live.



A common tool and process is
not in use across all ITS at this time. This may be somewhat
mitigated by recent knowledge sharing with the Infrastructure Services division regarding ITIL
best practices; however, confusion and challenges related to the use of multiple tools and
handoffs
across ITS is unavoidable.





ITSM 7.6.03 and
Process

Implementation



Production Support A
pproach



Last Updated:
3/1
/11

Maintained by ITS Process &
Service Management

Page
3

of
4



Required Deliverables


Production Support
Approach


Th
e
production support approach

is the

initial

required

deliverable.
It identifies

roles that need to be
involved and guides development
of other required deliverables, as
well as indicates assumption and
risks. T
he
initial draft is reviewed during the first production support planning meeting
and becomes the
guideline for

development of the comprehensive production support plan for the service
. The
approach
document

is coordinated and owned by the
b
usiness
o
wner, who must approve the final version.

Production Support Plan

The
production support plan

defines

scope, resources, organizational struc
ture,
system availability, and
support expectations

for production suppor
t
once

stabilization is reached. It also applies
during

the
transition period except as otherwise indicated in the
early l
i
fe support

p
lan.


The
document

is

coordinated and
owned by the
b
usiness
o
wner
.
It

incorporates input

from the
p
roduct
o
wner,
p
roduct
m
anager,
p
rocess
m
anagers,
business consultant,
and
s
upport
g
roups
.
T
he final
d
ocument must be
reviewed and approved

as indicated
in the

production support plan template

provide

in

the

ITS Service Lifecycle Framework.

Application Support Manual

The
a
pplication
s
upport
m
anual

identifies

the
actual
activities
to be performed

to

support the production
application. It assigns responsibilit
y for each activity
,

d
escribes the
tasks

involved
, address
es

exceptions, and indicates escalation paths
.
It specifies
how maintenances will be addressed. Finally, it
addresses

how
the
ongoing knowledge management
needs
specific to the application

will be met.


The document is owned by the
product
owner
. I
t is
coordinated and
produced by the
p
roduct
owner

with input
from
the product manager and
s
upport
g
roups.
The document must be reviewed by the
p
rocess
m
anagers
and business consultant
prior to final approval by the
b
usiness
o
wner.


Early Life Support

Plan

The
early life support

plan sets a goal for
transitioning

to
full
production support
on

a specific
date
by
which time
pre
-
determined

stabilization
criteria

and met
. It establishes a plan for meetings and
communication among necessary parties during this early life support period. The approved production
support plan also

applies during this period except as otherwise indicated in the
early life support

p
lan
.
The
early life support

plan directs
an escalation path

if stabilization does not occur as expected
; and it
explains the process

for converting
any outstanding
technical issues

to
final production support known
errors.


The document is
coordinated and owned by the business owner. It incorporates input from the product
manager and supports groups.

The final document must be reviewed and approved as indicated in th
e
transition and stabilization plan template provide in the ITS Service Lifecycle
Framework
.


Role and
Responsibilities



The key

roles
and their responsibilities in developing the required production support
deliverables
are
described here
.
Each
role

will be represented in
cross
-
organizational discussions and
production
support planning
.

Business Owner


The
business owner

is accountable for ensuring that all deliverables for production support of the
system
are
completed
and approved
prior to
go
-
live.
To accomplish

this, the
business owner (or
designee)

will
coordinate
with the
project manager to

organize the
production support planning


ITSM 7.6.03 and
Process

Implementation



Production Support A
pproach



Last Updated:
3/1
/11

Maintained by ITS Process &
Service Management

Page
4

of
4



meetings
.
The
business

owner

delivers

the
final
production support approach
,
production support plan,
and
early life support plan

documents.


Business Consultant

The business consultant reviews all production support deliverables and components to ensure a
correct bridge between process and tool. The business consultant is typically designated by the
business
owner.

Product Owner

The product
owner

is responsible for
delivering the final

application support plan. The product owner

may choose to consult with the product manager for input

or assign production of the application
support manual to the product manager
, as well as

coordinate with
the relevant support
groups

to
determine

detaile
d support handling procedures. The product owner
may

also attend produ
ction
support planning meetings
, review

the other production support deliverable
s
, and act as one of the

final
approvers.

Product Manager

The role of the
p
roduct manager is to

work collaboratively with the p
rocess
m
anagers and
s
upport
g
roups to ensure the ITSM suite is positioned to
provide reliable support to the Incident, Problem,
Service Level, Change, Knowledge and Configuration Management processes
.
This includes
overseeing and coordinating product patching and upgrades as well as ongoing fu
nctional and
technical support. T
hey ar
e typically designated by the product owner to compose the application
support manual.

Process Managers

The process

managers maintain and support
the
Incident, Problem, Change
,

and K
nowledge
Management processes.
They are responsible for reviewing
production support deliverables to ensure
that

procedures
aligned with the ITS implementation of the ITIL
-
based best practices.

Support Groups

Support group representatives are

responsible for provi
ding input into the development of all production
support
plannin
g deliverables.
They
identify key needs of their support group
s

and ensure that
allocated
group

resources

are

prepared to carry out the defined production support plan
.

Project Manager

The project manager assigned to the larger project effort attends planning meetings as
needed

and
may assist the business owner (or designee)
by coordinating. The project manager helps ensure all
necessary resources are allocated to the production support
planning activities.
The project manager
looks to the business owner for statu
s

as to
general
progress

and
specific issues

resolution.