hdi capital area announcements and presentation august 18 2017
TRANSCRIPT
WelcomeHDICapitalAreaLocalChapterMay9,2017
August 18, 2017
Welcome!
HDI Capital Area Local Chapter
ThankYouHDICapitalArea2017Sponsors!!
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UpdatesfromHDICorporate
August2017
What’s Hot at HDIUpcomingHDILeadershipForums• Denver,CO:September25-28
– DesktopSupportForum,ExecutiveForum,HealthcareProvidersForum,RetailForum,SupportCenterLeadershipForum,NEW!– WomeninITLeadershipForum
• VirtualSneakPeekMeeting:October3,12-1:30pmET• Dallas,TX:November13-16
– HigherEducationForum• FindoutmoreatThinkHDI.com/Forums
AugustWebinar• TuesdayAugust15,1:00– 2:00pmET• IncidentsontheRise:AddressingtheWhy,What,andHow• FindoutmoreatThinkHDI.com/events/webinars
What’s Hot at HDIUpcomingEvents• FUSIONConference&Expo:Orlando, October31– November3,2017
– EarlyBirdEndsSeptember9!($400off⎸$600offforMembers!)
• HDIAnnualConference&Expo:LasVegas,April10– 13,2018
UpcomingHDITrainingOpportunities• HDITechnicalSupportProfessional(HDI-TSP)OnlinecertificationcourseisnowHTML5
friendly.Youcannowtakethecoursefromanywherewithaninternetconnection,onanydevice.
• HDIispleasedtoannouncethereleaseoftheKCSFoundationv6.0certificationtrainingcourseandexamforInstructor-ledandVirtualClassroom.ThiscourseisasubsetofourKCSPrinciplesversion6.0thatwasreleasedinApril2017andwillreplacetheKCSFoundationv5.3.2course.
• HDIofficiallyreleased CoachingSkillsforQualitySupport(CSQ)certificationcourse,version1.3.Themainobjectiveofthiscourserevisionwastoensurethecoursefollowedaconsistentflowofinformationthatwouldenablecourseparticipantstofullycomprehendtheconceptsandfundamentalsofcoaching.
Nominations Due October 31st
http://www.thinkhdi.com/events/awards.aspx
Analyst & Desktop Support Technician of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams.
• EXCITING CHANGES THIS YEAR– A NEW SHORT FORM– YOU DO NOT NEED TO BE A MEMBER
• Go to: http://www.thinkhdi.com/events/awards.aspx– Select Analyst or Desktop to review the criteria and submit your
nomination by October 31st
• Email [email protected] and let us know you submitted your nomination
• Questions: [email protected]
The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology.
Today’sAgendaAgenda12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program – Improving Service Management Through Process Integration
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends
Today’spresentation:
Improving Service Management Through Process Integration
Troy White, Heights Global Tech
Troy White
Improving Service Management Through Process Integration
Identified Gaps• Processes were managed
differently throughout the organization
• All high impact incidents (those that have an impact but are not emergency or have institutional impact) were handled as critical
• Roles for handling different processes were not clearly defined and designated
• Escalation, Management and Communications across different process areas were not clear
What is the Outcome?• Streamlined activities for escalations, communication and
response to incidents• Improved service support and service delivery to
customers• More effective governance, time tracking, project
management, cost management, staff utilization and resource allocation
• Less time spent finding templates and researching how to do things
Top Down Management Bottom Up Management
Change Starts From the Top
Investments
RoutineHigh Impact
Critical
Gaps in Processes
21
Identification All Routine EventsEvents Impacting
several Users/ Critical Business Systems
Events lasting 2+ hrs or impacting 2+ Mission Critical
systems
Roles/Responsibility Incident Manager
Emergency ManagementCommander
Priority & Classification Driver
Incident Management Process
EmergencyManagement Team
Process
Manage Support Centers Problem ManagementEmergency
Management Team Manager
Communications Separate DLs Comms.Protocol
Different Set of DLsand Comms. Protocol
Escalation Escalation to 2nd Tier/ Problem Management
Emergency Management Team
Tracking / Reporting
KPI ReportsUses Remedy
Post Incident ReportsUses SharePoint
Routine Incidents High Impact Incidents
ServiceContinuity
(Critical Incidents)
Gaps or Ad-hoc
-
-
-
-
-
Start of Incident Event
Restoration of
Service
Service Manager is informed of
IncidentService
Manager Conducts
initial Assessment
Restoration of
Service within 30
min
Resolve Incident
Routine Incidents
Resolve Incident
Yes
No
No
High Impact?
Yes
Refer Incident to Tier2
No
A
Yes
Routine Incidents are events that cause a temporary disruption to the production environment.
AInitial
Assessment by Support
Teams
Contained or
service restored
Service Manager
Coordinates
Mobilize Resources
Inform Leadership Team/Support Teams
Conduct Post
Mortem
Submit Post Mortem to Leadership
Team
Consult Emergency Managemen
t Team(EMT)
IT-wide Communicati
on is sent B
High Impact Incidents (Problem)
Yes
No
Start of High Impact Event
A ‘High Impact Incident’ is an event which impacts multiple users (but not company-
wide), no more than two systems or services, or cuts across more than one
service delivery team.
Resolve High Impact Incident
B
Start of Emergency
Event
EMT Commander Takes
over
Resolve Problem
Contained or Service Restored
Conduct Post Mortem
Submit Post Mortem to Leadership
Team
Communicate Company-
wide
Contained or Service Restored
Periodic Communication
of Status
Resolve Problem
Periodic Communicatio
n of Status
Contained or Service Restored
Conduct Post Mortem
Submit Post Mortem to Leadership
Team
No
Yes
No
Yes
Yes
No
Yes
No
Critical Incidents (Major)
A Critical Incident is defined as an event
which impacts IT ability to provide
services to clients across and outside
the company.
Hig
h Im
pact
Inci
dent
s (P
robl
em)
Inform Company EMT
ITSM Framework RACIIncident Type Support
CentersService
ManagerIT
Directors
IT Emergenc
y Manageme
nt Team
CIO
Organization’sEmergency
Management Team
Communications Team
Routine IncidentRoutine Incidents are events
that cause a temporary disruption to the production
environment.
R/A - - - - - -
High Impact IncidentA ‘High Impact Incident’ are events that impact multiple
users (but not Bank-wide), two or less systems or services, or
cuts across more than one service delivery team.
I R/A I - I - C
Critical EventA Critical Incident or
“Emergency Event” is defined as a critical operational or
information security event that impacts IT ability to provide
services to clients across and outside the organization
I A R A C I C
R= ResponsibleA= AccountableC= ConsultedI= Informed
What was designed
26
Identification All Routine Events High Impact Incident Criteria
Events lasting 2+ hrsor 2+ Mission Critical
systems
Roles/Responsibility Incident Manager Service ManagerEmergency
Management TeamCommander
Priority & Classification Driver
Incident Management
Process
High Impact Incident Process
Emergency Management Team
Process
Manage Support Centers ProblemManagement
Emergency Management Team
Manager
CommunicationsClient Services Communication
Protocols
High Impact Incident Communication
Protocols
Emergency Management Team
Communication Protocols
Escalation
Escalation to 2nd
Tier/Service Manager/ Problem
Management
Emergency Management Team CIO
Tracking / Reporting KPI ReportsUses Remedy
Root Cause Analysis and Post Mortem Reports Problem
Ticket
Post Incident Reports
Post Mortem Reports
Routine Incidents High Impact Incidents(Problem)
Service Continuity (Critical Incidents)
Post Mortem ReportingService Failure Analysis (SFA):An Activity that identifies underlying causes of one or more IT Service interruptions. SFA identifies opportunities to improve the IT Service Provider's Processes and tools, and not just the IT Infrastructure. SFA is a time constrained, project-like activity, rather than an ongoing process of analysis.
Root Cause Analysis (RCA):An Activity that identifies the Root Cause of an Incident or Problem. RCA typically concentrates on IT infrastructure failures.
Business Impact Analysis (BIA):BIA is the Activity in Business Continuity Management that identifies Vital Business Functions and their dependencies. These dependencies may include Suppliers, people, other Business Processes, IT Services etc. BIA defines the recovery requirements for IT Services. These requirements include Recovery Time Objectives, Recovery Point Objectives and minimum Service Level Targets for each IT Service.
Example of Post Mortem Report
Drive the Change from Top Down
New and Improved
Framework
Challenges• Staff reluctant to Change• Fund/Reallocate the new roles and
responsibilities• Finalizing a process that ALL can agree on• Capturing success of the change• Training staff regardless of location • Vendor Management involved Incidents
ConclusionIntangible Improvements:• Improved communication and staff collaboration • Better-quality reporting and documentation of resolutions• Creation of a process mapping to regularly measure and
review performance compared to old processes
Tangible Improvements:• Optimize IT resource utilization saving $100k • Reduce mean time to resolve high impact incidents by 1.5
hour and critical incidents by 2 hours
“Out of clutter, find simplicity.” Albert Einstein
Contact Information
Troy WhiteEmail: [email protected]
Phone: 240-391-8683Twitter: @MrWhitesaysthis
Website: www.heightsglobaltech.com