032 case study
TRANSCRIPT
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Business system “YUBC” Founded in 1989, in Beograd, and its main activities are
telecommunications Motto: “Quality without compromises”. Its business is divided into two main sectors: technical
and sector of general affairs. Clients are offered 24/7 technical support during whole
year. Following services are offered: Web Hosting, Server
Housing, Domain registration, VOIP, Dial-up , ADSL, Wireless access
www.yubc.net
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Wireless internet service
Wireless Wireless InternetInternet is achieved by establishing connection between transmitter (provider) and receiver (client). For a client to be able to use wireless internet it is necessary to be inside the signal coverage area (to have a visual contact)
Business system “YUBC” for Wireless service:
• Goes onsite to check visual contact;• Assignees IP addresses;• Provides all necessary equipment for establishing wireless connection;• Sets up raido-antenas and tunes them up.
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Usage of ITIL in Wireless service Areas with potential for improvement:
◦ Recording of observed processes,◦ Clear definition of roles and responsibilities within
RACI matrix and Establishing standard procedures: Procedure for creation and categorization of
documents Procedure for document management.
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Analysis of event management processes
AS-IS analysisFor event management is used: SNIPS, Software from hardware manufacturer and E-mail notices
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Analysis of event management processes
Suggestions for improvement:1. Procedure for event management and2. RACI* matrix.
Service Desk
manager
Service Desk
analyst
Ass. dir. for tech. sector
Head administrator
TT assembler
Choice of event to be supervised
I I A C
Parameters for event alarms
I I A C
Event discovery A R I I I
Action trigger A R I I I
Action analyse A R C/I
Closing up event A R
*The RACI matrix is a type of responsibility assignment matrix which is used to delegate tasks, activities, milestones, or decisions to project team members. Each team member is designated a role in the RACI hierarchy which is an acronym that stands for (Responsible, Accountable, Consulted, Informed).
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Analysis of event management processes
AS-IS analysis• Considerable maturity of process;• There is no unified record of incidents .
Suggestions for improvement:1. Incident record, 2. Incident procedure management and3. RACI matrix.
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Analyse of event management processes
ClientService
Desk manager
Service Desk
analyst
Ass. dir. for tech. sector
Head administrator
TT assembler
Incident detection R/I A R I I I
Entering the incident I A R
Categorization of incident A R R/I I
Incident priority A R R/I I
Starting support C A R I I I
Solving form second level of
supportC/I C C A/R I R
Solving form third level of
supportC/I C C C A/R C
Closing up the incident I C R A I I
Proactive communication C/I C R A/R C C
Incident report A/R I I I
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Analysis of event management processes
AS-IS analysis• Considerable maturity of process;• There is no unified, structural record of problems.
SMETNJE ILI PREKID USLUGE
WIRELESS
INTERNET LINKOPREMA KORISNIKA
OSTALI UZROČNICI
OPREMA PROVAJDERA
RADIO FREKVENCIJE
GREŠKA KORISNIKA
Link provajder-Telekom
Link Telekom-njegov provajder
Međunarodni linkovi
Fizičke preprekeMešanje
drugih uređaja
KabloviRuter
Switcher
Korisnička antenaBazna stanica
Sektorska antena
Point-to-point dodatna oprema
Server
Napajanje
Kablovi
Konfigurisanje
Napajanje
UređajiNeinformisanost
Pogrešna procena
Vremenske nepogode Nestanak
strujeDelovanje N.N. lica
Suggestions for improvement:1. Records of the problems, 2. Database of known errors,3. Procedure for problems management4. RACI matrix.
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Analysis of fulfilment
AS-IS analysis• Claims – standard changes which should be charged;• The existing records of clients;• There are no unified records of claims.
Suggestions for improvement:1. Records of claims, 2. Extension of user records,3. Procedure of claim fulfilment and4. RACI matrix.
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Analysis of Access management
AS-IS analysis• Every employee enters name and password on its own PC.
Suggestions for improvement:1. Catalogue of services for internet users, 2. Procedure of access management and3. RACI matrix.
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Telekom SERVICE DESK Organization plans
ISO/IEC 20000 standardization and ITIL practice
Existing service desk◦ Tel, fax, mail, post, web app
special home made application for damage report
http://www.telekom.rs/
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Telekom SERVICE DESK
Disadvantages:◦ the processes of
planning, designing and IT maintenance are difficult
Possible improvements:◦ Centralization◦ Report of all failures◦ Claim status check◦ Centralized software
Analysis:◦ Duration:10 days ◦ around 10 000 IT clients◦ not a single incident, nor
service claim lost◦ 344 are solved on first level ◦ 107 incidents are solved on
the second level of support◦ categories have been analysed
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Telekom SERVICE DESK
PROJECT description:• Purchasing of HP Open View software• Loading the database – connection between Active
directory and Human Resource database of employees
• Integration with already used client hardware and software system
• Establishing connections client-equipment and equipment-equipment
• Loading the database with data on equipment that is not being used
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Telekom SERVICE DESK Goals of the project:
1. helping IT to become service provider in organization
2. improve the quality of IT services
3. implement and optimize processes of IT support services
4. lower long term expenses for service providing
5. create basis for implementing complete management of IT services on ITIL
6. renewal of normal service operations as soon as possible
7. reduce consequences of incidents on company business
8. processing and evidencing of all incidents and service claims so that there is no loss
9. referring resources where they are most needed
10. provision of information that enables optimization of support process, lowering number of incidents and execution of management planning
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Telekom SERVICE DESK Phase 1: Delivery of hardware and software Beginning: Project start date Deadline: Project start date + 60 days
Phase 2: Service Desk, Incident Management and Problem Management
Beginning: Project start date Deadline: Accepted Phase 1 + 90 days
Phase 3: Configuration Management and Change Management Beginning: Project start date Deadline: Accepted Phase 1 + 120 days
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Telekom SERVICE DESK Client service is divided into two
groups:
◦ level onereceives calls, fills in data, sets priority, resolves basic problems (password reset, providing information), forwards cases that can’t be solved to level two.
◦ level twosolves cases with long distance approach, forwards cases that can’t be solved to the work groups
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Telekom SERVICE DESK Work groups
• technicians of different locations, • unidocs, • warehouse clerks, • specialists, • system operators,• network administrators,• safety and protection, • management, • Telecommunication information system (TIS), • Management information system (MIS), • Geographical information system (GIS), etc.
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Telekom SERVICE DESK Benefits gained by introducing
Service Desk:
automation of the processes that are monitoring provision of IT service
improved quality of IT service provision
reduced response time on reported error
reduced expenses of service provision
created knowledge database increased user satisfaction knowing
that they can find out at any time what is going on with their claim
it has began to be measured and analysed utilization of IT technicians,
work is being allocated and stimulated based on analysis
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“VELKOM” company Private company for production and packaging of
powdered and granular products. For two decades of business company has become
one of the largest manufacturers of various food additives.
Winner of several gold medals for quality.
http://www.velkom.rs
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VELKOM case study Two main areas of improvement: external and
internal
Defining of desired state or goal: delivery of quality IT service, increase capacity in accordance with company development, training staff.
IT sector of VELKOM company supplies internaly.
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VELKOM – Department of purchase
Existing IT service Improvements regarding changes in the
application: evaluation of suppliers’ reliability, reporting
Expected result: better risk management
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VELKOM - Production
IT service – application for inventory Introduction of ERP software package for
production management Implementation of ERP software includes
engaging specialist consultant team
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VELKOM - Sales
Improvement of current service:◦ accepting orders via e-mail◦ reporting◦ analysis of product sales.
New service: Online shop
Availability management, information security and access control
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VELKOM - Finances
Current application offers good support in this area Different complex financial reports Changes according to legal requirements Access management and prevention of data
manipulation
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VELKOM – IT sector Capacity management – optimizes capability of IT
infrastructure and services Analysis of the component failure impact
◦ Analysis of service failure◦ Availability of 24h service ◦ Events that lead to service failure
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VELKOM – IT sector
Capacity management – proactively oriented hardware, software and staff support
Service capacity management Capacity management - components
◦ hardware components,◦ software tools for monitoring, measurement, data
analysis and safety management,◦ Roles: Measurement manager and Analyst
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VELKOMInstitutionalization of changes
Methods of institutionalization of changes: Harmonization of changes with organizational
culture Communicational strategy and plans Service Desk – direct communication of IT supplier
and client◦ Quick response to a request◦ Event management