experience with new service m anagement at cern
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Experience with new Service M anagement at CERN. Hepix 2012 Conference Prague , 23-27 April 2012 Patricia Méndez Lorenzo, Mats Moller On behalf of the (IT&GS) Service Management team. Outlook. Introduction Fundamental Elements: Presentation and Status - PowerPoint PPT PresentationTRANSCRIPT
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
Experience with new Service Management at CERN
Hepix 2012 ConferencePrague, 23-27 April 2012
Patricia Méndez Lorenzo, Mats MollerOn behalf of the (IT&GS) Service Management team
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Introduction• Fundamental Elements: Presentation and Status• Evolution of the Project and Next Steps• Summary and Conclusions
Outlook
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Lack of a global, homogeneous, and efficient service organization for all services provided to the userso Inefficient from the user’s perspectiveo Difficulties to find knowledge and expertiseo Inability to perform accurate quality measureso Lack of collaboration among groups or even departments
• Involving IT & GS Services • Implementing best practises ITIL (V3)
o With external consultancy help• Global and unique entry points for users
o Service Desko CERN Service Portal
• Commercial software infrastructure (Service-Now) chosen among more than 40 products• Progressive adaptation to the organization needs
The Project: Why and How?
Service Management at CERN
Why a Service Management Project?
How to do it?
Service Management Project is here to provide a homogeneous service infrastructure able to escalate and cope with the organization needs
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Introduction• Fundamental Elements: Presentation and Status • Evolution of the Project and Next Steps• Summary and Conclusions
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
The CERN Service Catalogue
Service Management at CERN
• Single source of consistent information on all operational serviceso Input information for crucial service management purposes such as
service continuity planning or service level managemento Information available from both the tool and the CERN Service portal o Specification on support groups (2nd, 3rd and eventually Out-of-
Working-Hours) defined per Functional Element
Service Element
Functional Element
Level of importance included
User perspective
Function perspective
WHAT
HO
W
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• General infrastructure:o 1st level support for IT and GS serviceso Open from 7:30 to 18:30
Guided by CERN personnel CERN Service Desk access: Phone, walk-in, email, tool and portal
• Evolution of the CERN Service Desko First months of the project:
Knowledge of the Service Catalogue, organizational procedures and correct dispatch of tickets were crucial tasks
o Currently: Closer collaboration with 2nd and 3rd Levels of Support Follow up of the tickets quality on a weekly base Identification of areas where CERN Service Desk can be autonomous
to increase their target resolution Fostering Service-Now Knowledge facility Close follow up of the signed service level agreement
The CERN Service Desk
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
Two available processes for end-users: Incident Management and Request Fulfillment
• Access to both processes from the tool (supporters access), portal (specific forms called Record Producers), e-mailo Use of the portal is highly encouraged from the project
• Implementation with other user ticketing systems: o GGUS available since Feb 2011
Creation of Incidents only Possibility to create Requests under investigation Minor improvements ongoing (e.g., automatic Service Element
assignment)
The Processes
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
Further improvements for both processes ongoing
Some examples:• Urgency/Impact structure under revision
o More intuitive approacho Improvements needed before the set up of the Service
Level Management processeso Too many “major incidents”
• Notification improvements ongoing• EDH interface for approvals (for Requests)• Implementation of user’s feedback for any active
ticket
The Processes (II)
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
User’s feedback crucial for the processes layout/ergonomic improvement
Some examples:• Different levels on ticket visibility (requested from
experiments) foreseeno Facility already developed, deployment still pending
• Watch list managemento Watch list members can be managed by the caller or the
supporters o Population of the watch list through forms available
• Closure of tickets by callerso “Cancel Incident” and “Cancel Requests” buttons available to
the caller just after ticket submission and valid during the entire ticket life
User’s feedback
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Collection of tips, tricks, FAQs and recipes o Currently 1070 published articles
• Available for both supporters and end-userso Creation restricted to supporters role though
• Available implementation based on the Out-of-the-Box infrastructure provided by Service-Now and modified/adapted to fit our needs
• Quality ensured by Functional Element managers (owners) and layout review
• Different grades of visibility for published articles• User’s feedback available
• Set of improvements requested by users in the pipe-line• Creation of knowledge from tickets
The Knowledge base
Service Management at CERN
What is the Knowledge base?
Improvements for 2012
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Single entry point for end-users to the Service infrastructure including: Catalogue, tickets, record producers and knowledgeo Highly improved search
mechanismo Customizable view
The CERN Service Portal
Service Management at CERN
Catalogue
RPUser
profile
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Tool presented in detail by Z. Toteva in Hepix 2011
Reporting infrastructure provided by Service-Now:• Out-of-the-box infrastructure has shown important limitations
for our goalso Operational reports
Good structure provided by the tool Possibility to share reports by scheduling or publishing
o Management reports Inflexible structure in terms of trends, averages; predefinitions of the needs
required Data cannot be retroactively reported
o Two areas under investigation: New module on service-Now: Advanced reports
– Algorithms with data available Export the data to an external DB and application of further monitoring methods
Service-Now: Monitoring infrastructure
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Introduction• Fundamental Elements: Presentation and Status• Evolution of the Project and Next Steps• Summary and Conclusions
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Phase 1o From 15th Sep 2010 to 1st May 2011, went live 15th Feb
2011 Primary structures setup, experience gain, quite continuous
releases Most of the experiment feedback was collected in this phase
• Consolidation Phaseo From 1st May 2011 until 1st September 2011
Review of code, debugging and document for end-users and supporters
Set-up of change management
• Phase 2 Current phase Project operational and management structures setup
Evolution of the Project
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• External project assessment by Colin Rudd in November 2011o Key persons from IT, GS and experiments contactedo Final document provided in November 2011 and presented to
Service Owners in March 2012
o Project strategy redesigned based on Colin’s recommendations already in place
External Advisory Review
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
2012-2013 roadmap has been established with 5 major areas:• Structures:
o Risk management, monitoring, security, approvals• Scope:
o Extension of the project to other departments• ITIL Processes:
o Consolidation of current processes and inclusion of new ones based on the project progression needs: Problem Mgt, Change Mgt, Event Mgt.
• Functions and functionalities: o Continuous plan for 1st level, improvements for the portal
• Organizatorial structures: o Communication, training, documentation
Project Plans for 2012-2013
Service Management at CERN
More than 130 tasks in place
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• New Service Level Agreement (SLA) structure will be presented to Service Owners o More flexible priorities infrastructure based on different setso Notification structure based on individual Service Elements
• Current urgency/priority matrix under reviewo Service Element declaration and Functional Element Service Element
relation will be mandatoryo Urgency becomes a free parametero Major incidents will be defined by supporters
• Reporting infrastructure for supporters, Functional Element managers and Service Element owners presented simultaneously
• Possibility to expand the SLA to Requests under investigation• In addition improvements on the catalogue view and structure
foreseen with major priority
Example: Service Level Management
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
• Mission of the Service Management project is to introduce, operate and improve the service infrastructure provided to the end-users at CERN
• Successful first year of operation with lots improvements based on user’s and supporter’s feedback
• Continuous improvement approach also inside the project • Areas to develop/improve in the following months:
o Reporting is one of the key parts o Service Level Management infrastructure will be presented to
the Service Owners together with further facilitieso Identification of critical services and risk management
infrastructure
Your feedback is fundamental to ensure a continuous improvement approach
Summary and Conclusions
Service Management at CERN
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
The Project in Statistics
Service Management at CERN
More than 100K tickets created for IT and GS services since the start up of the project
IT-Incidents = 33387
69% Email
20% Phone
6% Portal
4% GGUS
Major Incident = 2.3%
GS-Incidents = 23968
56% Email
34% Phone
8% Portal
Major Incident = 8.5%
IT-Requests = 27117
47% Email
27% Phone
12% Portal
10% Proactive
GS-Requests = 23195
64% Email
22% Phone
21% Portal
4% Walk-in
Service Name
Job Mgt.
Buildings/Tunnels
CAD app.
Service Name
Windows Desk.
Storage
Network
Service Name
Windows Desk.
Remote Collaboration
Network
Service Name
Person/car reg.
Buildings/Tunnels
Disposal rqf.