itsm awareness - mckinley_handouts (2)
DESCRIPTION
ITILTRANSCRIPT
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
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)
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
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
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
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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
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© 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
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
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© 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.
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„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!
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© 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.
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"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?
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© 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.
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• 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
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© 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
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© 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.
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Culture eats strategy for breakfast
„The only important thing about design is how it relates to people.„
Victor Papanek
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© 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
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
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© 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
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© 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
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© 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
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© 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
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© 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”
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© 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.
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•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
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© 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.
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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
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© 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
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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.
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Service desk
Working hours
Charging
….
Finance Dept
HR Dept
Sales Dept
….
Finance Dept
HR Dept
Sales Dept
….
Finance Dept
HR Dept
Sales Dept
….
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
–
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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.
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•Service Level Manager
•Business Awareness
•CAB attendance
•Triggering and driving SIPs
•Customer Relations
•Reviewing
•Monitoring and Reporting
•Portfolio and Catalogue assistance
•Customer Requirements
•Negotiations
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© 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
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© 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.
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If users and customers perceive that IT is doing good job
– THAN IT IS TRUE!
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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. 28
"It is not necessary to change. Survival is not mandatory.„
W. Edwards Deming
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© 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.
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• 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?
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© 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
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© 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.
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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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© 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. 32
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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© 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. 33
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© 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. 34
• Service Owner / Manager?
• Change Manager?
• CAB?
• Change Schedule
• Projected Service Outage
Who can read these docs?
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© 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.
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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.
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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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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.
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„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.
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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.
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Types of CI
Mandatory
maintains
"Houston, we have a problem...„
John Swigert
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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. 40
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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. 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.
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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.
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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.
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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.
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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.
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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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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.
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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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• 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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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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performance capabilities
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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