request and incident tracking system (rits) zhechka toteva on behalf of the remedy team fio/fd
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Request and Incident Tracking System (RITS)
Zhechka Toteva on behalf of the Remedy team FIO/FD
29 October 2009
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Technical Areas
• Service Catalogue– External services– Components
• Incident management for all services– Components categorisation– Support groups– Assignment rules
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Dictionary
• Service area – e.g. databases, storage• Customer services – e.g. file system,
Administrative databases• Service components – e.g. AFS,
Application server• Service components operational
categorisation• Support groups• Service owners, Service managers
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Tools from the BMC Suite
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Service Request Management and Service Desk
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Technical Areas
• Service Catalogue– External services– Components
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Service Request Management(end user interface)
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Service s and components are organised in an
hierarchical structure
- Search by keywords- Filter by a service area
Menus for the most frequently used user
actions
- Shortcuts to the recently most used
services- Quick picks – ex.
the generic “Service Desk”
Miscellaneous non-request related
actions
Service Catalogue /Service Areas
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Service Request Management(end user interface)
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Service Catalogue /Customer ServicesService Catalogue /
User Facing Components
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Technical Areas
• Service Catalogue– External services– Components
• Incident management for all services– Components categorisation– Support groups– Assignment rules
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
From PRMS to RITS just TOP 10
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IT Service Oriented Support. Future changes in the policy and tools
Selection from Service Catalog• OS Installation
• Linux• License request• Troubleshooting
• Windows• ……
NEW
Categorization• 3-4 tier
Assignee• 1/2/3 level
Current system: necessary review of categorization and mailfeeds
PRMS RITS
Categorization Sets Yes YesHigher granularity available if needed
Domain mgmt (Assignee)
Yes Yes
Service catalog -- -- New
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
PRMS ticket creation
In ITIL terminology PRMS serves incidents and requests
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
PRMS ticket categorisation
• Purpose of the PRMS categorization
• To determine the assignee group
• To classify the ticket in the proper function of all the functions the assignee group manages
• To assist the assignee group manager to make statistics in order to determine the mostly requested functions of his group
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
PRMS ticket categorisation
• The categorisation is predefined and managed by the PRMS domain managers• E.g. IT Services – Dore,
Cremel, Horvath, Dalemare, Toteva, Fedorko
• Has to be done by the service managers
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS Incident Creation
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS Incident categorisation(support staff view)
• Purpose of the RITS incident categorization
• The same as the PRMS ticket categorization
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
From PRMS To RITS
PRMS RITS
Category Operational Tier 1
Type Operational Tier 2
Item Operational Tier 3
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Technical Areas
• Service Catalogue– External services– Components
• Incident management for all services– Components categorization– Support groups– Assignment rules
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
PRMS Support Group
Domain
Group name
Support people
Support group owner
• Today, some support groups do not have an owner
• Has to be the service manager
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS Support Group
Group name
Domain
Support people Support person availability
Support group owner
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS Support Group
Group name
Domain
Support level of this group
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
From PRMS To RITS
PRMS RITS
Group name Support Group Name
Domain Organization*
Support Group Owner Support Group Manager
Support Group Admin and many other functions
Support People List People Display
Support Group Role
…… … and many more functions
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Technical Areas
• Service Catalogue– External services– Components
• Incident management for all services– Components categorisation– Support groups– Assignment rules
21
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
PRMS assignment rules
• Purpose of the PRMS assignment rules
• Automatically or manually a ticket is categorised
• The support group that is responsible for the function is automatically assigned
• If there is a default assignee in the support group (shift mechanism), the default assignee is also automatically filled in
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
PRMS assignment rules
• The second level support is inherited
• ELFms support group is the second level support for the whole “ELFms” categorisation chain
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS assignment rules
• Automatically or manually a ticket is categorised
• The support group that is responsible for the function is automatically assigned
• If there is a default assignee in the support group (by assignment mechanism), the default assignee is also automatically filled in
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS assignment rules
• A support group is responsible for incidents categorised in the given categorisation
• And all incidents with more precise categorisation that the defined one
• Ex. “ELFms” -> “General”
unless….
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
RITS assignment rules
• A more specific assignment rule is defined
• Ex. “ELFms” -> “CDB”-> “ACL”
• The assignment rules are in the responsibility of the service managers
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Suggestion
• Suggestion
• Service managers can manage the support groups outside of the system in the e-groups
• E-group name format for a support group
rits-$operational_category1-level2-[$operational_category2-$operational_category3]]
Example:
rits-ELFms-level2
rits-ELFms-level3-CDB-ACL
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
From service catalogue to incident creation
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
From service catalogue to incident
• Service managers have to define the mapping between a service component and incident categorisation
• During this process they can also define– Service work around time– Specific questions that the end user has to
answer at the moment he/she requests the service
– etc.
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
What do we need
• We have to create together with the service managers the RITS incident categorisation– Currently we have 456 active PRMS items in the IT
Services domain only• https://remedy01.cern.ch/cgi-bin/categories-active#IT
Services
– We ask the service managers to revise the PRMS categorisations which exist• Suppress the obsolete categorisations• Create new ones if needed• Modify the current ones
– Think of the incident categorisation as being derived from the service components you expose to the users in the service catalogue
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CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
What do we need - II
• Service managers have to create the support groups (e-groups) according to the convention– We will automatically synchronize all the support
egroups which names start with RITS and correspond to the described pattern • The support group• The support people (from the e-groups members)• The assignment rule (extracted from the pattern)
• Service managers have to create the definition of the service components– We will make a tutorial for this purpose
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