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itSMF HK itSMF HK ChapterChapterAnnual ConferenceAnnual Conference

22009/7/27

Highlights of Previous Conferences

• No. of participants– 150 +

• Speakers– Overseas speakers

• itSMF International, Regional Chapters, User organizations from mainland and Taiwan

– Speakers from local IT organizations• OGCIO, HKJC, Airport Authority, MTRC, HS

32009/7/27

Highlights of Previous Conferences

42009/7/27

Upcoming Conference

• Event Date– Jan – Feb 2010

• Target Audience & Invitation – All members of itSMF HK– Members of IT associations, IT practitioners– Anyone who is interested in ITSM

• Event format– 1-day conference

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ITIL V3 Study Group

• Formation of study group at end-2007– Two study group formed with one group focused on Service Strategy

and another group on Continual Service Improvement– After several months of hard effort, the Chapter members harvested

their result, the two study groups shared their learning with small groups discussion in Aug, 2008 event.

• New group to be started in Q4,09– For members who want to develop more in-depth understanding of ITIL

V3 through active interaction & small group discussion – Members will have an opportunity to share their learning in 2010 Annual

Conference or Professional Development event

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Study Group PD Event

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The ISO 20000 Path of HK Housing Society

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Agenda

• Background of Hong Kong Housing Society (HKHS)

• What motivated HKHS to implement ITIL• What is ISO/IEC 20000• Our situation as at 2006/04• Project Objectives• Our Approach• Lesson Learn• Achievements• Processes Sharing• Daily and monthly operations

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ISO/IEC 20000

• Combines and enhances strengths of ISO9000:2000 and ITIL V2 (Information Technology Infrastructure Library)

• Complementary to existing QM methodologies (e.g. BS7799/ISO27001, COBIT, Six Sigma, CMMI etc.)

• Aims for continuous quality improvement (PDCA)

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ISO 20000 13 Processes

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Servi

ceSu

ppor

t

Initial improvingoperationalmonitoring

servicecontrol

operationalcontrol

cmrmchmpmim & sd

brmslmavm & contcapfm improving

proactivecontrolledmonitorednot identifiednot performed

Servi

ceDe

liver

y

info secmsupplm

service rep

Organizational level 2+ = operational monitoring

Target for ISO20K

Our Situation as at 2006/04

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Project Objectives

• Improve user satisfaction• Establish service culture within IT organization• Enhance and develop processes to adopt ITIL best

practices by phases• Increase IT efficiency and effectiveness• Reduce IT cost in long run• Replace existing ‘HEAT’ Help Desk system by the

proposed Service Desk• Establish knowledge management framework to facilitate,

support and manage ITSM processes.• Complete implement suitable tools and customization to

facilitate, support and manage ITSM processes • Obtain ISO 20000 accreditation

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Service Desk

Assessm

ent &

Project S

tart Up

Change Mgt

Availability Mgt & Security

Service Level & Business

Relation Mgt

Release Mgt

Config. Mgt cont.

Incident Management

Problem Management

Config. Mgt

Quick Wins

IT Service Continuity Mgt

Capacity Mgt

Config. Mgt final

Supplier Mgt

Financial mgt

Pre-assessm

ent

Closing final G

aps

Certification by R

CB

Phase 1: User Support Phase 2: Release & Control

Phase 3: Technology Focus

Phase 4: The customer & supplier

Phase 5: Certification

Ongoing activities:•Project Management•Education•Management of Change

Tooling•Unicenter Service Desk, incl. ability to support problem management•Unicenter Service Desk Knowledge tools•Unicenter Service Desk Dashboard

April 06 – August 06 Aug 06 – May 07 Feb 07 – Sept 07 May 07 – Oct 07 Sept 07 – Nov 07

Tooling•Add Change, Release & Configuration Mgt to Service Desk product•Unicenter Asset Management•Unicenter Network and Systems Management

Tooling•Software Delivery for Release Mgt•Remote Control for Incident Mgt•eHealth for Capacity & Availability Mgt•CMDB for Configuration Mgt

Service Reporting

Quick Win : Service Desk Technology Implementation(Apr 2006 – Oct 2006)

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Lesson Learn

• Manage People• Manage Process• Manage Technology• Manage Phases Deliverables

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Manage People

• Internal– Demonstrate Management Commitment– Clear and sufficient communications– Checking and enforcement– Establish contingency plan (primary and secondary

support)– Establish roster plan to all colleagues– Show and appreciate their achievements

• External– Appreciate their contributions– Understand their strength and weakness– Allocate additional resources for their weaknesses– Work together to overcome difficulties– Flexible to all alternatives– Make management early alert about possible risks

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Manage Process

• Try the best to adapt existing processes and improve them

• Let people to design and comment processes and earn their buy-in

• Be practical and allow try and error

• Start from easy and achievable

• Don’t just believe consultants, we must have our own input and justification

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Manage Technology

• Technology is used to facilitate our designed processes, don’t bound by it

• We have a lot of limitations on Technology, innovation alternatives help to overcome them

• Simple is beautiful, understandable / user friendly is more important than high technology

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Manage Phases Deliverables

• Phase 1 (2006/04 ~ 2006/11)– Implement Incident and Problem Management

processes– Implement Quick Win to gain people’s buy-in and

funding• Phase 2 (2006/11 ~ 2007/05)

– Implement Change, Release and Configuration Management processes

– Perform Impact Analysis for any changes– Ensure release testing and backout plan– Retain stability of IT services

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Manage Phases Deliverables

• Phase 3 (2007/06 ~ 2007/07)– Implement Service Level, Capacity & Availability Management

processes– Hard time to discuss with Service Owners about the first SLA,

once signed you will get positive feedback after 1st Service Level Review Meeting

– Document existing service level as the first version of SLA– Learn to collect business figures instead of CPU utilization,

memory usage etc.– Main point:

• Real communication with user by using their understand words• High level explain how IT maintain their Services• Collect their wish list and demonstrate our effort to achieve

them

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Manage Phases Deliverables

• Phase 4 (2007/08 ~ 2007/10)– Implement ITSC, Security, Financial management

processes and CMDB

– Drill and revise DR plans

– Establish costing calculation and audit mechanism

– Establish audit mechanism for CMDB correctness

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Manage Phases Deliverables

• Phase 5 (2007/09 ~ 2007/11)– Implement whole Service Management Framework

– Complete whole PDCA cycle

– Conduct Internal and Pre Audit

– Conduct Certification Audit

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727 calls75,900 hrs

527 calls (27.5%)61,986 hrs (18.3%)

270 calls (62.9%)15,239 hrs (79.9%)

354 calls (51.3%)29,629 hrs (60.9%)

23CI made changes

Affected Services

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Achievements (User)

• Signed SLAs with all critical services’ owners

• Gain positive feedback at 1st Quarterly Service Review Meeting with Service owners

• Service owners appreciate IT efforts to maintain high availability of services, resolve incidents and fulfill service requests

• Service owners feel IT eager to improve service level and demonstrated a lot of achievements

• All users feel quicker response of Incidents and Service Requests

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Achievements (IT)

• 450+ knowledge documents

• Colleagues work smarter than before, e.g. do the higher priority calls first, try to resolve recurrence incident etc.

• Retain knowledge via knowledge document and incident record

• Improve maturity level from individual and system to team effort (different processes) and End-to-End service points of view

• Provide added value to business because of more positive communication and understand users’requirements

• Increate IT internal communication to reduce boundaries between teams

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Conclusion

• Utilize all ITS internal resources to achieve objectives

• ITS promoted to a higher maturity level and earns it because we did it by ourselves step by step

• Established a common language (processes) among ITS to improve quality

• Established a framework to encounter changes

• Established a continuous improvement framework

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Incident Management Process

• Design proper Incident Area/Category– 2~3 levels are enough (User point of view)

• Design proper root cause category (IT point of view)• Set proper criteria for priority (Urgency X Impact) • Set proper alert for incident / service request which will

change working behavior• Design proper Incident Report will drive the change of

culture (e.g. Top 10 incidents)• Most important: management support

– Attend necessary meetings– Care about process performance

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Problem Management Process

• Design proper criteria for priority (different with Incident)

• Consider and allocate proper resources• Target top 3 incident call first• Cooperate among teams• Motivate proactive problem call

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Change & Release Management Processes

• Define proper acceptance criteria for Change and Release

• Perform minimum impact assessment for change request

• Ensure sufficient communication among involved parties

• Understand differences between Project Steering and ITIL CAB

• Accept it is a continuous improvement process

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Configuration Management Process

• Determine the scope and detail of CMDB

• Good interface with Change and Release

• Link together Incident, Problem and Change

• Establish audit mechanism

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Service Level Management Process

• Adopt existing service level as the first SLA

• Realize that user denies to sign SLA, but use any method to make him/her sign

• Well prepare the first Service Review Meeting which will make user feel difference

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Processes KPIs

• Key Performance Indicators– Clear targets to be achieved

– Measurable and meaningful

– With some challenges

– Must have corrective actions for failure KPIs

– Adjust target to practical figure after implementation

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KPI Examples

• Incident– % of incidents resolved within OLA– No. of SR resolved within 95% of target time (New)

• Problem– % of Problems closed within the required resolution time frame– Proactive Problem Management activities

• Change– No. of Emergency Changes / Service

• Release– The number of incidents/problems per service caused by releases

• Configuration– Update CMDB within one working day

• SLM– Customer Satisfaction

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Daily Activities

• Check outstanding tasks from Service Desk

• Receive email alert from Service Desk

• Update details in tickets

• Record time spent in activities

• Update status in tickets

• Update Timesheet System

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Monthly Activities

• Collect processes metrics

• Conduct processes review meeting

• Prepare KPI slides

• Attend Monthly System Support Meeting and report progress

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Q & A