Information Technology Infrastructure Library (ITIL): ITIL is a set of best practices that helps IT organizations consistently deliver high-

quality services that provide value to their organization. EDS Information Technology Infrastructure Library (ITIL) Process

Suite provides the framework upon which Service Delivery Automation (SDA), Business Management Transformation (BMT), and Automated

Delivery for Applications Processes and Tools (ADAPT) programs are designed and will enable our Enterprise Services.

Service Delivery Automation (SDA)?

SDA is an enterprise level program focused on establishing the EDS ITIL-

based processes and tools necessary to support EDS Enterprise services. The SDA program is critical and positions EDS to respond more quickly to the

needs of our business and the clients we serve.

Business Management transformation (BMT)? BMT will position EDS to help our clients and ourselves curb the cost of doing business in today’s market. BMT is an investment program that is purposed

to enable seven Global Business Management (GBM) services: Agreement Management

Asset and License Management Communications Management Financial Management

Procure/Lease/Catalog Management Request Management

Service Level Management Automated Delivery for Applications Processes and Tools (ADAPT):

ADAPT is one of the 10 Pillars for Applications Delivery for 2006 and beyond. It’s a program run jointly through Applications Portfolio Development and

Applications Delivery

Enterprise Services Enterprise Services are a set of services that cross all EDS service lines. The

services fall into three categories:

IT Service Management - SDA is used Business Management - BMT is used Project Management (future) - ADAPT is used

Benefits of Enterprise Services:

Drives standards and consistency in processes and tools for sustainable high quality

Enables integration that creates global visibility Enables rapid response, improved speed, and agility

Processes and tools for each service are deployed in a standard operating

environment.

Key Points:

SDA, BMT, and ADAPT programs are helping to transform EDS into Enterprise Services. This will enable us to deliver services consistently

across the world, establishing "ONE EDS" delivery capability to ourselves and our clients.

The EDS ITIL Process Suite is broken into three main sections: Service

Support, Service Delivery, and Information and Communication

Technology Infrastructure Management (ICTIM). Service Support and Service Delivery often are referred to as Service Management. In the

future, Application Management and Business Management will be included

Each process has important relationships with other processes and tools.

ITIL Service Support Overview: There are 5 processes and 1 function that make up the service support

process model:

Incident Management Detect and Restore Problem Management Root Cause Analysis / Known Errors

Change Management Change Advisory Board / Plan and Coordinate Release Management Rollout Plan / Deploy and Train

Configuration Management Configuration Items / Relationships Service Desk Single point of Contact

Incident Management: Incident management is the primary process executed by the Service Desk function, during which IT incidents are detected and resolved. An incident can be defined as an event that is not part of the normal operation of a service and that causes, or may cause, an interruption to or a reduction in the quality of that service.

Goals of Incident Management:

Restoring normal service operation as quickly as possible and minimizing the

impact on business operations.

Ensuring the best levels of service quality and availability.

Benefits of Incident Management:

Reduced business impact of incidents.

Business-focused management information related to SLA’s.

Improved monitoring, allowing performances against SLA’s to be accurately

measured.

Better staff utilization, leading to greater efficiency.

Elimination of lost or incorrect incidents and service requests.

Improved User and customer satisfaction.

Activities of Incident Management:

Detect and record incidents.

Classify incidents.

Provide initial support for incidents.

Ownership, monitoring, tracking of all incidents (Service Desk function).

Prioritize and diagnose incidents.

Resolve incidents and recover from incidents.

Close out incidents.

Track and produce management information.

Outputs of Incident Management:

Service Reports.

Incident Statistics.

Audit reports.

Relationships of Incident Management:

Problem Management: Provides data to identify and resolve problems.

Likewise, problem management provides work-arounds that enable Incident

Management to restore service more quickly.

Change Management: Actions to restore services may also involve the

change management process.

The mission of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on

business operations.

Using EDS ITIL terminology, in Incident Management an Incident should never be referred to as a Problem. Problems are defined as the unknown underlying cause of one or more Incidents

There are four Critical Success Factors in the Incident Management

process: o Up-to-date Configuration Management Database (CMDB) o “Knowledge base” recording Problems and Known Error data,

resolutions, and workarounds

o Availability of effective automated support tools

o Ability to obtain required Incident service targets

There are four Incident Management sub-processes:

o Acknowledge Incident Request o Resolve Incident o Finalize Incident

o Manage Incident Escalation

There are two roles in the Incident Management process, the Incident Handler and the Incident Manager.

ServiceCenter will be your primary application tool for the Incident Management process.

Request Management, Change Management, and Problem

Management are three of the other ITIL processes that have a

relationship with the Incident Management process.

Problem Management:

Problem Management is a process to detect and remove errors from the IT infrastructure by performing root cause analysis to minimize the occurrence of incidents to maximize efficiency. A problem is a single significant incident or multiple incidents that have common symptoms that indicate a single error. While incidents are essentially isolated events that cause a disruption, problems are errors in the infrastructure itself that, left unresolved, often lead to more incidents.

Problem Management picks up where Incident Management leaves off. The Incident

Management team is concerned chiefly with quickly restoring service. The Problem

Management team looks for the root cause of an incident or series of incidents.

Problem Management also proactively seeks to identify potential problems before

they cause an outage. This is accomplished by conducting a trend analysis of

incidents, problems and errors, and collecting management data from various IT

systems.

Goals of Problem Management:

Removing errors from the infrastructure by performing root-cause analysis to

correct current problems and prevent future ones.

Minimizing the adverse effect on the business due to incidents and problems

caused by errors in the infrastructure.

Proactively preventing an occurrence or recurrence of incidents, problems and

errors.

Benefits of Problem Management:

Improved IT service quality.

Incident volume reduction.

Higher availability of services.

Better control of IT services.

Improved customer productivity.

Higher customer satisfaction.

Reduced chance of invoking contingency plans.

Reduced support costs.

Activities of Problem Management:

Controlling problems.

Controlling errors.

Managing problems proactively.

Reviewing major problems.

Tracking and producing management information.

Outputs of Problem Management:

Problem statistics.

Trend Analysis.

Known errors.

Problem reports.

Problem reviews.

Diagnostic aids.

Audit reports.

Relationships of Problem Management:

Incident Management: Provides data to identify and resolve problems.

Likewise, problem management provides work-arounds that enable Incident

Management to restore service more quickly.

Change Management: Actions to remove problems also involve the change

management process.

Problem Management is concerned with removing errors from the

infrastructure by performing root cause analysis to correct current Problems and to prevent future ones.

Problem Management is responsible for identifying Known Errors and workarounds for recognized Problems

Problem Management has several benefits, one of which is that

through identifying Known Errors, workarounds, and solutions to Problems, the volume of Incidents is reduced

There are five critical success factors (CSFs) for Problem Management, one of which is when Incident information is consistent and effective, it

allows for useful trend analysis. Problem Management interacts with all of the EDS ITIL Processes, but

the primary interactions are with Change, Configuration, IT Asset, and Incident Management.