itsm awareness - mckinley_handouts (2)

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TechReady 14 12/1/2014 © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 1 Workshop Goal To Introduce ITIL - Terms, Definitions, Phrases - As Best Practice Gain an understanding of the essential ITIL processes and how they relate to each other, in order to support and deliver a quality IT service Share real life examples and customer experience

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Page 1: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 1

Workshop Goal

To Introduce ITIL - Terms,

Definitions, Phrases - As

Best Practice

Gain an understanding of the essential

ITIL processes and how they relate to

each other, in order to support and

deliver a quality IT service

Share real life examples

and customer experience

Page 2: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 2

Agenda

• Introduction to ITSM

• Service Strategy

• Service Design

• Service Transition

• Service Operations

• CSI (Featuring Horatio Caine)

Page 3: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 3

Let's Get Acquainted…

• Role

• Experience with ITSM

• Certificates

• Expectation from this course – Why are you here?

Introduction to

ITSM

Page 4: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 4

What is ITSM?!?

“A discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business”

Source: http://en.wikipedia.org/wiki/IT_service_management

What is ITIL?

„The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.”

Source: http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library

Page 5: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 5

a Service

A way to deliver value to customers by facilitating outcomes that customers want to achieve, without ownership of specific costs or risks

ITIL definition

Page 6: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 6

Versions…

• ITIL v1 (1989-1996) – more than 30 books

• ITIL v2 (2000-2001) – 8 logical sets, 2 main books

• ITIL v3 (2007, 2011) – 5 books

Users

Customers €Ł$ kn

SLA, OLA, UC

Service DeliveryService Support

S.P.O.C.

SD

Incident

Problem

Change

Release

Configuration

SLM

Availability

Capacity

Financial

IT Service Continuity

ITIL v2

Page 7: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 7

ITIL v3Service Strategy – Do we want or need to deliver e-mail?

Service Design – Do we use on-premise or cloud?

Service Transition – How do we not disrupt users as welaunch/migrate?

Service Operation – How do I manage availability and help users with technical issues?

Continual Service Improvement – Am I delivering a good e-mail service? How can I tell?

Processes…all 26 of them!Service Strategy

Strategy Management for IT Services

Service Portfolio Management

Demand Management

Financial Management for IT Services

Business RelationshipManagement

Service Design

Design Coordination

Service Catalogue Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Information Security Management

Supplier Management

Service Transition

Transition planning andsupport

Change management

Service asset andconfiguration management

Release and deploymentmanagement

Service validation andtesting

Change evaluation

Knowledge management

Service Operations

Event management

Incident management

Request fulfilment

Problem management

Access management

Continual Service Improvement

7 Step improvementprocess

Page 8: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 8

Processes…what we focus onService Strategy

Strategy Management for IT Services

Service Portfolio Management

Demand Management

Financial Management for IT Services

Business RelationshipManagement

Service Design

Design Coordination

Service Catalogue Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Information Security Management

Supplier Management

Service Transition

Transition planning andsupport

Change management

Service asset andconfiguration management

Release and deploymentmanagement

Service validation andtesting

Change evaluation

Knowledge management

Service Operations

Event management

Incident management

Request fulfilment

Problem management

Access management

Continual Service Improvement

7 Step improvementprocess

Other ITSM Frameworks & Standards

• MOF

• COBIT

• ISO/IEC 20000

Page 9: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 9

„A fool with a tool is still a fool”

System Center Service Manager

„Other” tools: CA Service Desk Manager Suite, BMC ITSM, SAP Solution Manager, Cherwell Service Management…

Service Management Thinking leads to Service Management Doing!

Page 10: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 10

"Strategy without tactics is the slowest route to victory.

Tactics without strategy is the noise before defeat„

Sun Tzu

• Portfolio: What services to offer and to whom?

• Cost: What does it cost and who can I bill it to?

• Demand: Can I deliver on what is requested?

• Business Relationship: Am I gathering needs? Are my customers satisfied?

Page 11: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 11

• Portfolio: E-Mail, Messaging, Video Conferencing

• Cost: $23.00 per user/month + flat $2,000/m inf. cost

• Demand: Peak of 30% expected during New Years marketing campaign

• Business Relationship: VSAT increase by 10 points since Lync implementation

Page 12: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 12

Service Strategy

Strategy Management for IT Services

Service Portfolio Management

Demand Management

Financial Management for IT Services

Business Relationship Management

• Estimating the underlying creation costs of IT (tangible and intangible)

• Establishing standard costs for each IT resource

• Preparation of budget forecasts

• Assisting customers in preparing IT elements of their budget

• Manage and report to IT managers and customers about conformance to budget

Budgeting

• Involves allocating, categorising, analysing and tracking service expenses

• Cost allocation include:

• Capital or operational, Fixed or variable, Direct or indirect

• Cost types include:

• Hardware, Software, People, Accomodation, External, Transfer

Accounting

• Create invoices for provisioned services

• Provide justification and comparison of costs to customers

Charging

Page 13: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 13

Culture eats strategy for breakfast

„The only important thing about design is how it relates to people.„

Victor Papanek

Page 14: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 14

Page 15: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 15

Service Design

Design Coordination

Service Catalogue Management

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Information Security Management

Supplier Management

Agree and let everybody know what You do!

Service Catalog Management

Page 16: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 16

Repository of information

Definition of services

Describes dependencies

Sets expectations

Ordering mechanism

Page 17: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 17

Messaging

Service

SERVICE PORTFOLIO

SERVICE PIPELINE SERVICE CATALOG

Current ServicesPlanned Services Retired Services

Service Design Service Transition Service Operations

Service Lifecycle

Page 18: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 18

• Business/IT can have an accurate picture and expectations of

the services they use/provideA common view of IT services

• Increasing customer (business user) satisfactionSatisfaction

• Promoting a service-driven culture (elevating the perception

of the IT organization)Service driven culture

• Service Requests, Incident Categorization, Configuration

Management, Service Level Management…

Enabling end-to-end IT Service

Management

• Budget transparency, Price comparison, Spend controlProviding a source of reliable

information to manage investments

and IT finances

Service Catalog

End Customers

IT Resources

Third-Party

Vendors

Technical

Services

-

IT

Facing

Services

Enterprise Products

Business

Services

-

Customer

Facing

Services

Vendor

Services

Page 19: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 19

•Role Definition

•Primary accountable role for producing and maintaining the service catalog

•Responsibilities

•Produce a jumpstart version of a service catalog that you can build on and

expand

•Work with IT Management and business to enforce SC culture change

•Ensure that SC information is protected

•Ensure that all SC information is accurate, consistent, and up to date

•Define CSFs and KPIs to measure SC business value

Page 20: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 20

You cannot manage what you cannot

control

You cannot control what you cannot

measure

You cannot measure what you cannot

define

You can’t improve what you can’t measure!

•Critical Success Factors

•Accurate service catalog

•Business user’s awareness of the services being provided

•IT staff awareness of technologies

•Key Performance Indicators

•% of services recorded and managed within SC of those being

delivered and transitioned in the live environment

•Number of variances detected between the information contained

within the SC and the “real-world”

Page 21: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 21

•Activity not business focused

•Lack of understanding of business needs/views

•Lack of management support

•Service ownerships not defined or clear

•Lack of resources

•Too much focus on tools

•Ineffective tools

Align IT with Business needs

Service Level Management

Page 22: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 22

To ensure that an agreed level of IT service is provided for all

current IT services and that future services are delivered to

agreed and achievable targets

Page 23: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 23

Value Utility Warranty

Page 24: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 24

Service desk

Working hours

Charging

….

Finance Dept

HR Dept

Sales Dept

….

Finance Dept

HR Dept

Sales Dept

….

Finance Dept

HR Dept

Sales Dept

….

Mail

Distribution

CRM

….

Corporate levelAll requirements that apply to all customers or all services

Customer LevelAll requirements relevant to a particular customer group

Service LevelService specific requirements

• Keeps SLAs to a managgeable size

• Avoids unnecessary duplication

• Reduces the need for frequent updates

Page 25: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 25

•Service Level Manager

•Business Awareness

•CAB attendance

•Triggering and driving SIPs

•Customer Relations

•Reviewing

•Monitoring and Reporting

•Portfolio and Catalogue assistance

•Customer Requirements

•Negotiations

Page 26: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 26

Page 27: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 27

If users and customers perceive that IT is doing good job

– THAN IT IS TRUE!

Page 28: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 28

"It is not necessary to change. Survival is not mandatory.„

W. Edwards Deming

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TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 29

• Transition: What are we launching?

• Change: How do we introduce it without disrupting

existing services? How do we test it?

• Configuration: What are the service’s components?

• Asset: Where does the service run?

• Release: Do we use „big bang” approach or we are

releasing in phases?

Page 30: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 30

• Transition: Communication Service with Unified

Communication capabilities

• Change: RFC submitted by Service owner, CAB approval

required, Risk and Priority identified as High,

Test results submitted in RFC…

• Configuration: Detailed Service Map provided…

• Asset: All Configuration Items (CI’s) are in the CMDB,

CMS updated

• Release: Phased approach will be used, IT will be

migrated first from on-prem to Office 365…

Service Transition

Transition planning and support

Change management

Service asset and configurationmanagement

Release and deploymentmanagement

Service validation and testing

Change evaluation

Knowledge management

Page 31: ITSM Awareness - McKinley_Handouts (2)

TechReady 14 12/1/2014

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,

it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 31

Ensure that only Approved Changes to IT services are implemented in Controlled manner

Change Management

• Forget Something

• Lack of Procedures

• Backup Errors/Security

• Change Management

• Overloaded

• Weak Problem Detection

People40%

Process40%

Technology20%

• Hardware/OS

• Network

• Power and Disaster

Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

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How do you achieve this?

The addition, modification or removal of anything that

could have an effect on IT services

maximizing value

all changes

In a controlled manner

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 33

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 34

• Service Owner / Manager?

• Change Manager?

• CAB?

• Change Schedule

• Projected Service Outage

Who can read these docs?

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 35

Standard Change

• Pre approved, low risk, common, follows a procedure...

• As much testing as possible should be carried out

• Completely untested changes should be avoided

• Disruptive and error prone so should be kept to the absolute minimum

• EC procedures must ensure that control is not sacrificed

• Emergency CAB (ECAB) may be called to assist the Change manager to

evaluate and approve emergency changes

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 36

Impact Level Characteristics

Low Change is affecting Low priority service.

Change is affecting limited number of users and/or

configuration items.

Medium Change is affecting a Medium priority service.

Change is affecting significant number of users and/or

configuration items.

High Change is affecting Critical or High Priority service.

Change is affecting Security and Compliance of the bank.

Change is affecting large number of configuration items

and/or users (e.g. whole departments, whole business

groups or 80% of users and their productivity can be

affected).

Risk Level Characteristics

Low IT staff and external partners have extensive first-hand experience in implementing similar

changes.

There is minimal possibility of service interruptions or significant degradation of quality of

service in case of unsuccessful change implementation.

There is a possibility of detailed testing of change implementation and back out plan.

Medium IT staff and external partners have limited first-hand experience in implementing similar

changes.

There is minimal possibility of service interruptions or significant degradation of quality of

service in case of unsuccessful change implementation.

There is a possibility of testing of change implementation and back out plan concepts but there

are significant differences between test and production environments.

High IT staff and external partners don’t have first-hand experience in implementing similar changes.

Service interruptions or serious degradation of quality of service can be expected in case of

unsuccessful change implementation.

Capabilities to test the change implementation and back out plan are very limited or non-

existent.

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 37

„Holy grail” of ITSM

Service Asset & ConfigurationManagement

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 38

Services and their components - CIs?

Dependencies?

Status of CIs?

Relations?

Maintain information about Configuration Items

required to deliver an IT service, including their

Relationships in CMDB

Identify Control Verify / audit

Any Component that needs to be managed in order to

deliver an IT Service.

...is a parent/child of...

...is a version of...

...is connected to...

...applies to...(e.g. documentation)

...is used for... (CI’s related to service)

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 39

Types of CI

Mandatory

maintains

"Houston, we have a problem...„

John Swigert

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 40

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 41

http://[email protected]

http://sos.com

Service Operations

Event management

Incident management

Request fulfilment

Problem management

Access management

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 42

Service Desk

Single (central) point of contact

between the User and IT(SM);

• fixing a technical fault

• fulfilling a service request

• answering a query

• …anything that is needed to allow the users to work…

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 43

ALL

• Keep users informed

how many

skills

motivate

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 44

Improved User service, perception and satisfaction (!)

Increased User accessibility via the single point of contact

Improved quality and faster response to User requests

More effective and efficient use of support resources

Better management information to make decision on support

Restore IT Service ASAP!

Incident Management

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 45

An unplanned interruption to an IT Service or reduction in the

Quality of Service or a failure of a CI that has not yet impacted

an IT service

Any event which is not part of the standard operation of the

service and which causes, or may cause, an interruption or a

reduction of the quality of the service.

Incident?

Something is broken …… Fix it!

No

No

End

No

No

From Event Mgmt From Web Interface User Phone Call Email Technical Staff

Incident Identification

Incident Logging

Incident Categorization

Service Request?Yes

Incident Prioritization

To Request Fulfilment

Major Incident ProcedureYes

Major Incident?

Initial Diagnosis

Yes Functional Escalation 2/3

LevelYes Functional Escalation Needed?

Investigation &

Diagnosis

Resolution and

Recovery

Hierarchic Escalation Needed?YesManagement Escalation

Incident Closure

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 46

categorize

prioritize

measure

Identify root cause of incidents

Problem Management

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 47

Incident management

• The aim of incident management is to recover from incidents and

restore service to users as quickly as possible

Problem management

• The aim of problem management is to investigate the root cause of

a problem and finding a permanent solution. The speed with

which a solution is found is an important, but secondary,

consideration.

Problem

• The unknown cause of one or more incidents

Known Error

• A Problem that has a documented Root Cause and a

Workaround

Workaround = temporary fix

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

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No

End

Service Desk Event Management Incident ManagementProactive Problem Management

Supplier or Contractor

Problem Detection

Problem Logging

Categorization

Prioritization

Investigation & Diagnosis

Workaround?

Create Known Error

Record

Change Needed?Yes

Resolution

Closure

Change Management

Major Problem? Major Problem Review

Known Error Database

CMS

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 50

• Symptom - A critical Backup failed

Symptom Why 1? Why 2? Why 3? Why 4? Why 5?

DWH Performance adversely affected during business hours

Disk installation has negative impact on performance

Disk installation behaves different than expected from experience

No testing attempted(No impact analysis)

No testing is required(No impact analysis is required)

No formal Change Management process

DWH Performance adversely affected during business hours

Disk installation has negative impact on performance

Disk installation during working hours

Incorrect setup of scheduled task

No detailed and clear implementation plan

No formal Change Management process

Post Implementation review is difficult

I’s hard to gather and relate data from all involved i activities

No log of activities No RFC, no updates, no log (who did what when and why?)

Changes are not logged nor tracked

No formal Change Management process

DWH Performance adversely affected during business hours

Disk installation during working hours

Miscommunication between IT Staff and vendors

No clear maintenance window

No SLA structure (SLA, OLA, (U)C)

No Service Level Management process

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

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„Strive for countinuous improvement, instead of perfection.„

Kim Collins

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performance capabilities

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. 53

How do we

keep going?

High Level Business

ObjectivesWhat is the

Vision?

Assessments,

benchmarksWhere are we

now?

Measurable

TargetsWhere do we

want to be?

Process

ImprovementHow do we

get there?

Measurements

and MetricsHow can we

tell we have arrived?

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it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

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Oppt. no Date raised Size Description Priority KPI metric Justification Raised by Action onDate

required by

1 1.4.2012 Small

A number of failures have occurred when implementing updated or new applications. This has been caused by the testing procedure in release and deployment using out of date test data. The requirement is to update the test data in repository test 4371

1% reduction

in failures

Significant reduction in failures after

transition

A. Other J. Doe 14.4.12