HUIT ITSM Awareness - iSites

lapclassManagement

Nov 6, 2013 (3 years and 9 months ago)

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IT Service Management and ITIL

Introducing:

ITIL
®

is a Registered Trade Mark of the Cabinet Office in the United Kingdom. The trade mark symbol should be inferred wherever th
e
term “ITIL” appears in these materials
.

Agenda


Why are we here?


IT Service Management Concepts


IT Service Management Benefits


The ITIL

Framework


Key ITSM Processes for HUIT


Process Unification and Roadmap

Agenda

2

Why are we here?

Why are we here?

3

IT Service Management


IT Service Management (ITSM)
is a process
-
based
approach to aligning IT services with the needs of the
university.



Industry
-
developed and accepted best practice


Focused on delivering services effectively and efficiently


Well
-
established in Higher Education

Why are we here?

4

Mission

To assure Harvard’s leadership in IT, we strive
to:
Make
it easier for faculty, students, and staff
to
teach, research, learn,
and work through
the
effective use of information technology.

HUIT’s mission

Why are we here?

5

How do we enable Harvard’s
b
usiness goals?

IT Service Management concepts

6

What are services?

Services are a means of delivering
value to
customers

by facilitating
outcomes

customers want to achieve without taking
on the ownership of specific costs and
risks.

‘People do not want quarter
-
inch drills. They want quarter
-
inch holes.’

Professor Emeritus Theodore Levitt,
Harvard Business School

IT Service Management concepts

7

What goes into providing a service?

People & Partners

Products (Technology)

+

=

IT Service Management concepts

8

What goes into providing a service?

People & Partners

Products (Technology)

+

=

+

=

Process

IT Service Management concepts

9

What is process?

A
Process

is a structured set of activities designed to
accomplish specific objectives


Takes one or more inputs and turns them into outputs


Includes roles, tools, and management controls

Activities

Inputs

Outputs

Governance, Controls & Feedback

Capabilities

Resources

IT Service Management concepts

10

Process Maturity

Ad hoc

Prescribed

Standardized

Quantitative

Optimized

11

As processes mature, IT is transformed

To:

Proactive

Service oriented

Accountability across teams

Consistent approach

Predictable quality

Metrics
-
based continuous
improvement

From:

Reactive

System oriented

Organizational silos

Disparate approach

Best efforts

Ad hoc improvement


IT Service Management concepts

12

IT Service Management

IT Service Management (ITSM)
is a process
-
based approach
to aligning IT services with the needs of the university


ITSM involves a paradigm shift:


From managing IT as stacks of individual components,
groups and technologies


To focusing on the delivery of end
-
to
-
end services

IT Service Management concepts

13

Academic

Technology

Administrative
Technology

Infrastructure

Support Services

IT Security

ITSM processes span all
IT
service
areas

Project Management

Risk Management

Development Lifecycles

IT Service Management

IT Service Management concepts

14

ITSM

provides
Operational

benefits

Dimension

Median Reduction

Overall IT support costs

16%

Failed changes

15%

Recurring incidents

7%

User downtime

10%

Incident resolution time

28%

Recovery time after disaster

40%

2008 Research Study Conducted by Glomark
-
Governan

IT Service Management benefits

15

ITSM provides
Individual
benefits


Clearer responsibilities and expectations


More targeted training


More productivity and satisfaction


Improved reputation and visibility of IT staff


Professional
development


IT Service Management benefits

16

The core principles of ITSM align with
HUIT’s values

HUIT Value

User
-
focused

Collaborative

Innovative

Open

IT Service Management benefits

17

So how are we going to “do” ITSM?

ITSM Frameworks

Aberdeen
Group 2008

The ITIL framework

18

What is ITIL?

ITIL provides guidance on delivering the right end
-
to
-
end
services efficiently and effectively using well
-
defined and
repeatable processes

Information Technology Infrastructure Library (ITIL)
is
a
best
-
practice framework for
IT Service
Management


Globally recognized


Evolving and flexible

The ITIL framework

19

Service Design

Supplier
Management

Service
Continuity
Management

Service
Catalog
Management

Information
Security
Management

Availability
Management

Capacity
Management

Service
Level
Management

Design
Coordination

Service Strategy

Strategy
Mgt. for IT
Services

Financial
Management

Demand
Management

Service
Portfolio
Management

Business
Relationship
Management

Service Transition

Service
Validation &
Testing

Release &
Deployment
Management

Svc Asset
&
Config
Management

Change
Management

Change
Evaluation

Transition
Planning &
Support

Knowledge
Management

Service Operation

Problem
Management

Operational
Activities of
other lifecycle
phase
processes

Event
Management

Incident
Management

Access
Management

Request
Fulfillment

© Crown copyright 2007 Reproduced under license from OGC

Service
Operation

Service
Transition

Service
Design

Service

Strategy

The
ITIL Service
Lifecycle is a
five
-
stage holistic view
of the
interconnected
processes that
make up service
management


Continual Service Improvement

7
-
Step
Improvement
Process

Continual
Service
Improvement

The ITIL service lifecycle

The ITIL framework

20

Initial HUIT process
focus

Continual Service Improvement

7
-
Step
Improvement
Process

Service Operation

Problem
Management

Operational
Activities of
other lifecycle
phase
processes

Event
Management

Incident
Management

Access
Management

Request
Fulfillment

Service Design

Supplier
Management

Service
Continuity
Management

Service
Catalog
Management

Information
Security
Management

Availability
Management

Capacity
Management

Service
Level
Management

Service Strategy

Strategy
Mgt. for IT
Services

Financial
Management

Demand
Management

Service
Portfolio
Management

Service Transition

Service
Validation &
Testing

Release &
Deployment
Management

Config

Management

Change
Management

Change
Evaluation

Transition
Planning &
Support

Knowledge
Management

Configuration Management System (CMS)

Service Portfolio / Catalog

Design
Coordination

Business
Relationship
Management

The ITIL framework

21

Service Catalog Management

Definition
:

Service

Catalog

The

service

catalog

is

a

database

or

structured

document

with

information

about

all

live

IT

services,

including

those

available

for

deployment
.


22

The
purpose

of the service catalog management process is to provide
and maintain a
single source of consistent information on all
operational services
(and those being prepared to be run
operationally), and to ensure that it is widely available to those who are
authorized to access it.


Key ITSM
processes
for HUIT

Request Fulfillment


The term ‘Service Request’ is used as a generic
description for many varying types of demands that are
placed upon the IT Department by the users.


A Service Request may be a request from a User for:


Information, advice or training


a
application feature or enhancement


access to an IT
Service


Examples:


R
eset
a
password


Onboard a new user into the IT service environment


Email & Calendar provisioning, New Computer, Phone, PIN, FAS
|| UIS
systems
accounts

Request Fulfillment is the ITIL process responsible for managing
the lifecycle of all service requests from the users.

Key ITSM
processes
for
HUIT

23

Incident Management


Incident Management is not too concerned with
finding the root cause
of
an
incident
(see Problem Management)


Increase visibility and communication of incidents to
business and IT support staff


Enhance business perception of IT through use of a
professional approach in quickly resolving and
communicating incidents when they occur


Align incident management activities and priorities
with those of the business


Maintain user satisfaction with the quality of IT
services
.

Key ITSM
processes for HUIT


An
Incident

is an
unplanned interruption
to an IT service or a
reduction in the quality of an IT service

The purpose of incident management is to
restore normal service
operation

as
quickly

as possible

24

Major Incidents

Key ITSM
processes
for HUIT


"Houston, we have
a
Major
Incident


When a service critical to a Harvard
business processes is interrupted, many
people need to
know about it:


Business process owners (Customers)
whose work the service supports


IT Service owners who provide the
service to the business


The Service Desk and distributed
support people close to the users


The
Incident Manager
coordinates the
Major Incident Process

Some incidents will affect one or more services in a way that has major
impact for the business. ITIL classifies these as
Major Incidents
.

A separate procedure, with shorter timescales and greater urgency,
and communication
plans must
be used for ‘major’ incidents.

25


Minimize the adverse impact of problems
to the business


Proactively prevent recurrence of
incidents related to problems


Investigate root cause and document
known errors, and workarounds


Communicate known errors and
workarounds to support staff to resolve
incidents faster


Correction of problems often involve a
request for change

to the service
requested


Problem Management

Key ITSM
processes for HUIT

A
problem

as the underlying
cause

of one or more incidents. The
purpose of problem management is to manage the lifecycle of all
problems from first
identification

through further
investigation
,
documentation

and eventual
removal
.

26

Change

Management

Key ITSM
processes for HUIT

The purpose of the change management process is to
control the
lifecycle of all changes
, enabling
beneficial changes
to be made with
minimum disruption
to IT services.

Changes are made for a variety of reasons
and in different ways


for example:


Proactively, e.g. when organizations are
seeking business benefits such as reduction in
costs, improved services or increased ease and
effectiveness of support


Reactively as a means of resolving errors and
adapting to changing circumstances
.

27

A
Change

is defined as the
addition
,
modification
, or
removal

of anything that could have an effect on IT Services

The ITSM Unification Project
Has Begun

Process unification and roadmap

Deliverables will include:


Request Management


Incident Management


Problem
Management


Change
Management


Enterprise Tool Selection


HUIT website & Service
Catalog

The ITSM Unification project will find ways to make
our existing processes and new processes work
together to achieve our common goals.

28

ITSM Unification Roadmap

29

HUIT ITSM Awareness
(1 ½ hours
)


Tue.
May 22 at
1:00


Tue. May 22

at
3:00


Thu. Jun. 21 at 9:00


Thu. Jun. 21 at 2:30


ITIL
® 2011 Foundations (
3
-
day, exam on 4
th

day)


May 14


16


May 29


June 1


June 11


13


June 25


28


July 9


12


Oct
1


3 (tentative)


Nov
12


14 (tentative)


Dec
3


5 (tentative)


ITIL Intermediate (subsidized by HUIT)


Release, Control & Validation (TBD)


Operational Support & Analysis (TBD)


½ Day ITSM Overview (TBD)

Training schedule

30

Process
unification
and r
oadmap

We need your help!


Additional ITSM
training


ITIL
Foundations


Advanced
ITIL
Certifications


ITSM Unification Project participation


Service Catalog refinement


Input to ITSM and project
teams


Core teams and
subteams


ITSM contact information:


HUIT I
ntranet

(
http://huitintranet.harvard.edu
)


Email:
huit
-
service
-
management@calists.harvard.edu


Process u
nification and roadmap

31

Q & A

Thank you for attending!