Linux Security Baseline Implementation Efforts at the INL Jason Miller NLIT 2009.
Jack Schmidt and Mark Kaletka Fermilab NLIT 2009.
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Transcript of Jack Schmidt and Mark Kaletka Fermilab NLIT 2009.
TRANSFORMING A HELPDESKINTO AN ITIL SERVICE DESK
Jack Schmidt and Mark KaletkaFermilabNLIT 2009
Agenda Helpdesk Assessment IT Service Management Assessment Building the Service Desk What We Did Well What We Could Have Done Better Next Steps
Helpdesk Evolution
Computer Room Ops
ARS to Assist
Operators
24 x7 Automatic
Alerts
Single Point of Contact
Helpdesk Assessment Request Management initiated review to
improve service Why doesn’t the tool work as expected? Do we have the correct skill set? Where are the metrics?
Helpdesk Assessment Findings Unstructured customer support
mechanism Helpdesk lives in email Drive-by / Walk-Ins
Low customer confidence Scientists frustrated with response times
Repetitive Incidents No proactive problem management
Helpdesk Assessment Findings Uncoordinated and unrecorded changes
No defined processes for making changes. Notification of Helpdesk an afterthought.
Lack of scale Helpdesk morphed over years Homegrown tool based around Remedy
workflow engine
Helpdesk Assessment Recommendations Follow ITIL Best Practices to create a
Service Desk Stop living in email! Upgrade Remedy Workflow to ITSM
software with Incident Management tool
But… Issues with getting started… New management requirements:
Changed scope of improvement from Helpdesk to all of IT, with a concentration on ‘classic’ IT Services
ISO20000 (International Standard for IT Service Management) certification
ISO20K Assessment Findings ISO20k certification possible in ~2.5
years (with help) Many areas of tribal knowledge Pockets of excellence Consolidation of redundant areas of IT
support will free up resources
Iso20K Assessment Recommendations Use consultants to guide process design
and configure tools Use Fermilab staff for process owners Use Fermilab staff to help define and
implement processes
What Is a Service Desk? Objectives
Provide a single point of contact for the users
Facilitate the restoration of service within agreed service levels
Provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, Availability and Capacity Management
What Is a Service Desk? Functions
Record and track incidents and service requests
Keep customers informed on request status and progress
Assess, attempt to resolve or refer Close incident and follow up with customers Proactively keep users informed of all
service outages, changes or improvements
Service Desk Game Plan
Prepare Workshop Choose Incident Management
Owner/Service Desk Manager Install tool Identify workshop participants
Subject Matter Experts Make decisions Agent of Change
Conduct WorkshopWhat is the Vision?
High Level Business Objectives
Where are we now? Assessments
Where do we want to be?
Measurable Targets
How do we get where we want to be?
Process Improvement
How do we check our milestones have been
reached?
Measurements and Metrics
How do we keep the momentum going?
Develop Policies & Procedures Identify Business Requirements Define process and procedures to
restore services Guidance to communicate new
processes Defines policy to enable a consistent
repeatable process
Deploy Process/Configure Tool Configure tool with requirements gathered from
workshop Provide tool and process training Hold simulations to test tool and process Communications:
Posters Electronic articles Announce at major meetings
Staff Increase staff size Plenty of technical support for Go-Live
What we did well Hired a Service Desk/Incident Management
Manager Provide ITIL training for key personnel Involved the right people in the workshop! Trained support people on tool usage Increased Service Desk Staff Followed defined processes and procedures Implement process improvement
procedures
What we could have done better More Process and Tool Training Build reporting structure early Staged rollout Follow up on open tickets immeadiately Better explanation of future
enhancements
Next Steps Self Service support Provide central notification
infrastructure Service Level Agreements into the
Service Desk tool Schedule of Changes Develop Knowledge base
Questions?