AIM Members Forum. Exploring the Practical Implementation of IT Service Management Using ITIL. June 17, 2009

Transcription

1 AIM Members Forum Exploring the Practical Implementation of IT Service Management Using ITIL June 17, 2009

2 Introducing First Data First Data Corporationis a payment processing company which provides electronic commerce and payment solutions, including merchant transaction processing services; credit, debit, private label, gift, payroll and other prepaid card offerings; fraud protection and authentication solutions; electronic check acceptance services through acceptance at ATM and retail locations. US Separate Business Units Europe Separate Business Units by Country Asia Separate Business Units by Country

3 FDC Situation Separate Business Units comprised First Data, driven by country internationally Data Center Support combined into one global organization Data Center consolidation and cost reduction essential Multiple Business Unit specific Ticket Systems exist globally 12 Internal (Lan) Help Desk and Support 8 External (Client) Help Desk and Support (different from Internal) Multiple Business Unit specific Service Support Processes exist globally Service Desk function was Help Desk based on Business Unit Incident Process varied by ticket system Problem Process existed in pockets outside of ticket systems (no separate tickets) Change Process varied by ticket system Configuration Management Process existed in pockets varied by ticket system FDC Objective Integrate all FDC users into one Ticket System using ITIL processes

4 Challenges No common language across ticket systems Automated Ticket Generation on events driven by ticket system Ticket Systems highly customized to business unit and support areas Service Support processes varied by Business Unit with no desire to change No process owners for Service Support functions Process Efficiency needed to support data center consolidations Common Reporting needed to manage processes across Business Units Multiple Contractors used with high turnover and lack of First Data knowledge Implementation date driven by need to manage data center consolidations

5 Strategy High Level Architecture Changes, problems and incidents initiated in a common tool Problem Tickets Incident Tickets Change Requests 1 Change Mgmt process 1 Problem Mgmt process 1 Incident Mgmt process 1 Config. Mgmt process ITIL Production Monitoring CA Service Desk CI changes CI Info CMDB CA One set of ITIL based processes globally CMDB linked to infrastructure data sources for CI details and automated discovery Integration with production monitoring for auto incident generation Integration to link incident, change and problems to CIs Microsoft ECM CA LANDesk Spectrum NSM LANDesk Argis/UAPM CA CA English established as common language across ticket systems and processes CA Service Desk / CMDB Tool selected for Incident, Problem, Change tickets CA NSM selected for Event Management and tickets into CA Service Desk CMDB Integration with CA and other auto discovery tools Microsoft SQL and Reporting Services selected for CA Service Desk reporting Implement ITIL based process for Incident, Problem, Change, and Configuration Management provided authority to implement common tools and processes Governance group formed to manage and implement ITIL based processes Process Owners (SME) dedicated to tool and process implementation Implementation dates in 2008 had to be met to support major data center moves

6 Outcome Service Desk Internal Service Desk supporting all users External Service Desk supporting all clients Incident Management Common Ticket Priorities Common Incident Management process across Command Centers Common Event Ticket Management across Command Centers Problem Management Common Problem Management Process through tickets Incident Ticket Reporting driving business measurements Incident Ticket Reporting driving trend analysis and improvements Change Management Common Change Management process Change Ticket Reporting driving CAB process with senior management Configuration Management Common CI Process in Incident, Problem, Change tickets CMDB foundation for ongoing relationship development for impact analysis Reporting Ability to measure OLAs and KPIs across Business Units never possible before

7 Introducing - Mid-America Local Forum

8 Executive Board of Directors Matt Scott, President Julie A. Johnson, Vice President David Courter, Treasurer Steven Levy, Communications Chair Stephanie Harris, Membership Chair

9 Mission To promote best practice in IT Service Management on a local level through regular meetings and workshops, led by local volunteers. The Local Forum is committed to sponsoring events that feature industry experts and peers with relevant real-world experiences in all facets of IT Service Management.

10 Brief History May 2008 Mid-America Local Forum Group Initial Kick-off Meeting Held September 2008 Recipient of the Local Forum Group of the Year

11 Join Us To join in our mission and gain the benefits of membership in the Mid-America Local Forum, join online at or contact a member of executive board at info@itsmf-midamerica.org for more information. **Please select the Mid-America Local Forum when registering.

12 Upcoming Events June 18 Keynote Speaker: Wes Richert IBM July 22 Keynote Speakers: TBD August 19 Keynote Speaker: Larry Labuda Allen Systems Group (ASG) September 17 Keynote Speaker: Bill Bennett Microsoft October 21 Keynote Speaker: Dana Olson Help Desk Institute November 18 Keynote Speaker: Matt Hooper -- Vigilant All Speaker information can be found on our website: Opportunities may still be available for participating in, hosting, or sponsoring 2009 events. Contact