Lesson 1 introduction to concepts and tools
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Transcript of Lesson 1 introduction to concepts and tools
Enterprise Workstation Support
COMP 2071Week 1Disclaimer: Some content borrowed from slideshare users
What You Can Expect Of Me• I will do simulations as part of the lecture most times,
they will be after the power point presentation• They may not be included in the power point• I will try my best to create a more interactive class for you • Most of the time my presentations are kept short• We will break after the presentation for 20 minutes• Most assignments will be completed and due by end of
class• If you are experiencing issues that will delay your work
being handed in, let me know before the due dates• I encourage class discussion, participation, and new ideas!
Don’t be afraid to speak up during my lectures
What I Expect of You• To read and follow through on the instructions of your
assignments• Please include your Name on any communications to
me• Proper grammar and clarity on work handed in• Do not disturb other students during lecture or during
Question/Answer time• I recommend you attend every class to get the most out
of your learning. Many of the simulations will not be provided on Blackboard as they are more hands on
• Spelling & grammar count for marks in this class, put your best effort into your written word
Teamwork• In this class you are all a part of a team• You work together towards an ultimate goal• Everyone needs to be able to trust each other and get
along while in class• You will have some elevated access to some tools, please
respect that and do not take advantage of any of your accesses
• There will also be partner/group work so please find some buddies you can work with for this semester
What Is Enterprise Desktop Support? Support?• What do you believe it is?
• Providing first and/or second level support for Business Partners
• Supporting standard applications and custom built in-house applications
• Providing excellent customer service• Working well with other members of the business• Following processes & procedures such as the ITIL
process
What Is Enterprise Desktop Support?
• It is all about helping & supporting users
What Is Enterprise Desktop Support?
What Are Your Learning Outcomes?
• Blackboard Review:https://gc.blackboard.com
• Syllabus Review:Syllabus Enterprise Wkst Support.doc
Next Steps…• Good point to remember:
– Your future careers are going to be not necessarily knowing all the details of everything but instead to be able to recognize what area the situation fits into and how to find the information from there
• Now we will begin learning about ITIL and will introduce yourselves to the ticketing system, Spiceworks (Assign 1)
This will just be an introduction, a more in-depth talk will be next week
August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
11
Obstacles Prevent Effective Engagement
IT Seen as Black Box:
Business lacks visibilityPoor customer satisfaction
Overwhelming Demand:
Unstructured capture of requests and ideasNo formal process for prioritization and trade-offsReactive vs. proactive
August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
12
Disparate Systems Reduce Efficiency
No Single System of Record for Decision Making
Relevant Metrics Hard to Obtain
Disparate Systems Costly to Maintain and Upgrade
August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
IT Governance Landscape
What Is ITIL?The Information Technology Infrastructure Library (ITIL)
provides a framework of “Best Practice” guidance for IT Service Management and is the most widely used in the world. The de facto standard in IT Service Management
A framework, developed by the United Kingdom’s Office of Government Commerce (OGC) captured in a series of books
What is ITIL?• ITIL: information technology infrastructure library• Best practices in management of IT service
processes• Developed by UK Office for Government
Commerce (OGC) • Areas of focus
• service delivery• service support.
• Recently added• Security and Risk mgmt• Infrastructure Mgmt• Application mgmt• From “what” to “how”-the business viewpoint of IT
What People think about ITIL Complicated & Time
Consuming Not for SMBs Expensive
Why ITIL Is ImportantGartner, 2005
“Six in 10 IT projects fail because people underestimate or fail to build correct infrastructures to support the projects.”
“Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.”
What Is Your Familiarity With or Use of ITIL?2003 2004
Never heard of it before now 27% 22%Know that it has something to do with IT management processes and best practices 42% 36%Have used ITIL to help document incident and problem management processes 14% 16%
Currently use multiple ITIL management process guides 17% 25%Survey responses 138 164Source: Gartner Research (December 2004)
Why ITIL is importantForrester, 2005
"2005 will be the year when ITIL goes mainstream."
“Around 12% to 13% of $1 billion-plus companies have implemented ITIL in some way, shape, or
form.”
“ In a survey of 65 CIOs, 3% identified ITIL as their primary process methodology.”
“Interest in ITIL is especially evident in governmental institutions and in certain
geographies, particularly Holland, the UK, and Canada.”
Why is ITIL important• The IT Service Management Forum membership
has almost tripled over the past three years, from 550 to roughly 1,600
• U.K. ITIL publisher The Stationery Office, reports that about one-third of ITIL-related traffic on its Web site comes from the U.S.
• Source: Network World, 2004
ITIL: Origins & Evolution• Late 1980s
– UK government project started – CCTA (OGC) involved in development plus
practitioner and consulting organizations– Organizations outside of government became
interested– First books published
• Early 1990s– The library completed
• Late 1990s– Generally accepted as the de-facto standard for
IT service management worldwide
ITIL: Origins & Evolution• 2000-2005
– British Standards Institute “Specification for IT Service Management (BSI) 15000
– Australian Standard 8018– ISO (ISO 20000)– Vendor community supports ITIL and are developing
products and practices in support of the framework – All major service management software vendors moving
towards ITIL Service Management compatibility• Where is it going?
– Refresh project initiated late 2005– New books published May 30, 2007
Who has Adopted ITIL?
• ITIL has been incorporated with Service Management Framework in some major companies:
ITIL: Library Series
1. Service Desk
2. Incident Management
3. Problem Management
4. Change Management
5. Release Management
6. Configuration Management
7. Service Level Management
8. Availability Management
9. Capacity Management
10. Financial Management for IT Services
11. IT Service Continuity Management
12. Service Delivery
13. Infrastructure Management
14. Applications Management
15. Security Management
The library is a set of books:
ITIL: Publication Framework
ITIL Modules
Service Delivery(Strategy)
• Availability• Capacity• Security• FMITS• SLM• ITSCM
Service Support(Operations)
• Incident • Problem• Change• Release• CMDB
Red Book Blue Book
What is IT Service Management?• IT Service Management is a top-down, business
driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organization and the need to deliver a high quality IT service.
• IT Service Management is designed to focus on the people, processes and technology issues that IT organizations face.
August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
ITIL Service Management (v3)
Service Management Processes
Service Level ManagementMaintain and improve IT service quality.
Financial ManagementStewardship of IT assets and resources
Capacity ManagementMeet capacity and performance requirements
Availability ManagementDeliver required levels of availability
Continuity ManagementEnsure that IT functions can be recovered within agreed time frame
Incident ManagementRestore service quickly when an incident occurs
Problem ManagementMinimize impact of incidents on business
Change ManagementUtilize standardized methods to resolve change-related Incidents
Configuration ManagementProvide accurate information on system configurations
Release ManagementPlan and oversee successful SW/HW rollout
IT HELP DESK
Service Delivery Service Support
Incident Management
Incident Management• Incident is a disruption in the normal service
• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.
Incident Management : ActivitiesIdentification and
registration of incidents
ServiceRequest?
Service RequestProcedure
Incident closure
Yes
First classificationand support
No
Troubleshootingand recovery
Analysis and diagnosis
Inci
den
t o
wn
ersh
ip, m
on
ito
rin
g, t
rack
ing
, an
d c
om
mu
nic
atio
n
Progress control
Reporting
Quality assurance
Responsibility
Incident Lifecycle
Incident detectionand recording
ServiceRequest?
Service RequestProcedure
Incident closure
Yes
Classification and initial support
No
Resolutionand recovery
Investigation anddiagnosis
new
accepted
planned
assigned
in process
on hold
solved
closed
.
Incident Management : Activities
Classification and initial supportClassification and initial support
Incident detection and recordingIncident detection and recording
Report of an incident
Investigation and diagnosisInvestigation and diagnosis
Incident closureIncident closure
Process for Service Request
Ow
ners
hip
, tr
ac
kin
g,
ev
alu
ati
on
, in
form
ati
on
Ow
ners
hip
, tr
ac
kin
g,
ev
alu
ati
on
, in
form
ati
on
ServiceRequest?
CMDBCMDB
Service DeskNOC
NOC USERUSER
OrganizationOrganization
Other sourcesOther sources
Change Management
Problemerrors
DB
Problemerrors
DB
Problem Management
Resolution and recoveryResolution and recovery
34
First, Second & Third Line Support1st level Incident Detection &
Recording
Service Request
ProcedureService RequestService Request
Classification & Initial Support
Investigation & Diagnosis
Resolution & Recovery
Resolved?Resolved?
Incident Closure
No
Yes
2nd level
Investigation & Diagnosis
Resolution & Recovery
Resolved?Resolved?No
Yes
3rd level
Resolved?Resolved?
Investigation & Diagnosis
Resolution & Recovery
No
Yes
Nth
level
Etc.
Incident Management : Identification and Registration of Incidents
Data about an incident
Reporter of the incident Name, user ID Phone number Department Department number Affected person
Incident ID Date, time Status Effect, severity,
priority Service Level
Affected system Inventory number, CI ID Class/ type/ model
Symptom description Category Free text description
Problem editor Transfer to Performed actions Solution Date, time Category History
Identification ®istration of incidents
ServiceRequest?
Service RequestProcedure
Incident Closure
Yes
First classificationand support
No
Troubleshooting and recovery
Analysis and diagnosis
Identification ®istration of incidents
ServiceRequest?
Service RequestProcedure
Incident Closure
Yes
First classificationand support
No
Troubleshooting and recovery
Analysis and diagnosis
Incidents and Workarounds
1
2
Search for resolutions from the Incident
Search and Copy Resolutions based on keywords in
incident
Incident Management Classification: Find service affected, Match against SLA, and Assign Priority
.Classification:
Impact– Reflects business criticality of the incident– Reflects extent to which an incident leads to
degradation of SLA, such as number of users that suffer
Urgency– Reflects required speed of solving an incident
Workload– Reflects expected effort to solve the incident
Priority – Reflects order in which to solve the incidents
Priority = Impact + Urgency
Identification ®istration of incidents
ServiceRequest?
Service RequestProcedure
Incident Closure
Yes
First classificationand support
No
Troubleshooting and recovery
Analysis and diagnosis
Identification ®istration of incidents
ServiceRequest?
Service RequestProcedure
Incident Closure
Yes
First classificationand support
No
Troubleshooting and recovery
Analysis and diagnosis
Incident Management :Priority order for handling incidents is primarily defined by impact and urgency
Priority 4Limited damage,
does not needto be recovered
immediately
Priority 3Significant damage,
does not needto be recovered
immediately
Priority 1Significant
damage, must berecovered
immediately
Priority 2Limited
damage, shouldbe recoveredimmediately
Impact
Urg
en
cy
Impact/Urgency Chart
Incident Management:Each priority is related to a certain recovery time…
Priority 1: Significant damage, must berecovered immediately
Priority 2: Limited damage, should berecovered immediately
Priority 3: Significant damage, does notneed to be recovered immediately
Priority 4: Limited damage, does not needto be recovered immediately
1 hour
4 hours
2 hours
8 hours
Incident Management - Example
Problem ManagementELIMINATE THE ROOT CAUSE
Problem Management
• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.
• It is a proactive approach that prevents recurrence of incidents.
Problem Management
Problem Management - SDP1
Problem Record
2Problem Management Process
With analysis
2
How many incidents can be closed if this problem is closed
Change Management
Change Management• The goal of Change Management is to control and
manage approved changes with accepted risk.
Change Management Implementation1 Change Record with Process tabs
2Change Plan Process
CAB Approvals
3
4
Release Management
Forward Schedule of Changes
CMDB
• Don’t Complicate CMDB• Implement CMDB start from Critical Servers –• Map services to assets and people using it• Cover points of failure
CMDB
1
Which Business Service Depends on this asset
2
How many Users will be affected if this asset fails?
3
Paid software in the assets
Summary We explained what ITIL is Why you would want to implement it Discussed the Process Model
Incident Management Impact/Urgency
Change Management Problem Management Problems Management CMDB database
Any Questions on this?
Simulation
• Let’s go to the Resources section on Blackboard and review the Spiceworks How-To’s documents…