IT Service Management Processes at IMaRC

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1 IT Service Processes at IMaRC Bangalore Labs Private Limited # 17-18, Level 7, Innovator, International Tech Park, Bangalore

2 IT Service Processes at IMaRC Bangalore Labs International and Resource Center (IMaRC) is a facility that manages multiple customers IT Infrastructure including applications, systems, databases, networking elements, connectivity, security, and Internet performance remotely on a 24x7x365 basis. As a Service Provider (MSP) BL-IMaRC exploits management tools, at the same time believes, that in order to leverage the best business benefit for its customers, an automated Service process layer is critical. This white paper introduces the process framework adopted by BL-IMaRC and describes the approach for process design and automation. Introduction Traditional Network and Systems (NSM) focuses on monitoring infrastructure s availability and performance. It uses a combination of agents and master console to view key parameters that govern the health of the infrastructure. All too often, customer organizations look at NSM as a solution that will fix all problems within the environment. While an NSM foundation is an essential component of well run IS organizations, unless it is closely integrated with Service principles it will fail to meet business needs of quality of service at the right price. The goal of IMaRC processes is to identify the elements that need to be in-place to provide optimal levels of service with added value to the customer, at a justifiable cost. The key emphasis is on Service Level both in terms of what BL-IMaRC offers its customers as well as what customers are getting from the vendor community. BL-IMaRC has derived its process framework from IT Infrastructure Library (ITIL) best practices recommendation. Developed in the late 1980s, ITIL has become the worldwide de-facto standard in Service. ITIL focuses on providing high quality services with a particular focus on Customer relationships. BL-IMaRC Processes BL-IMaRC while adopting ITIL best practices had to innovate in order to meet the requirements of providing transparent and competitive Service Levels delivered in a Service Provider model. BL-IMaRC identified 10 process heads for MSP service delivery that were further classified into 3 categories. The figure below shows these process heads & their classification:! Customer Processes! IMaRC Core Service Delivery Processes! IMaRC Administrative Processes The following graphical representation illustrates the inter-relationships between the processes and provides an integrated view to the Service process architecture Bangalore Labs Pvt. Ltd. Page: 1

3 IT Service Processes at IMaRC Customer Sales Process Customer Contact Interface IMaRC Core Service Delivery Order Customer Acquisition Performance Problem SLA Change IMaRC - Administrative Shift Service Continuity Capacity Cost Figure 1: BL-IMaRC Service Delivery Process View BL-IMaRC has detailed these process heads with supporting roles and responsibilities. Process integration points are understood and documented. A sample Problem process is presented at the end of the section. It brings to fore the detail and the different roles that come together for effective execution. Approach to Process Automation The process automation was planned stage wise:! Stage 1: Process Heads identification & classification, including mapping into ITIL best practices guidelines.! Stage 2: Service Offering Process Head Mapping: Each service offering of IMaRC was mapped to each process head in order to identify the processes that are critical for the successful delivery of each IMaRC service. Using this logic every IMaRC process is geared to the end objective of ensuring customer satisfaction! Stage 3: Process Design workshops: Each individual process was defined along the following dimensions: o Process Flow Chart o Identify activities performed by the various agencies with precedence relationships. A detailed description of the process including process objectives, roles and owners, triggers, inputs, key performance indicators, detailed activity description with precedence relationships, responsibilities, scope for automation, tools required, reporting requirement, process outputs, critical success factors, and skills requirement. Further, the process design workshops identified critical links between processes and versioning method to track areas of improvements.! Stage 4: Process Automation tool selection. Based on the requirements of automation, toolsets were evaluated for functionality, flexibility and scalability. All of the IMaRC processes are tightly integrated. Therefore, it is important that any tool that is chosen to supply information to the IMaRC process, such as incident reporting into Help Desk, needs to be Bangalore Labs Pvt. Ltd. Page: 2

4 IT Service Processes at IMaRC intelligent enough to integrate with the tools used to support the other processes. For instance, the tool that reports the incident also needs to be able to integrate with the tools used to investigate the incident by Help Desk and Problem. As Service Level Agreements are developed and documented, there should be links between the tool used to define the service levels and the tool used to ensure that the contracted level of service is being met. The tool that monitors the level of service needs to integrate into the tool that will automatically generate an incident at the Help Desk. This automated approach will allow for the Help Desk to proactively notify the customers of the potential problem. This action will reduce the number of duplicate calls coming to the Help Desk from the customer community, and will allow the Help Desk to start the corrective action prior to the users experiencing problems. Bangalore Labs selected the Remedy Strategic Service Suite, as it is the best IT Service process automation tool in the market with over 1000 successful installations worldwide. It is also an ITIL certified tool which means that processes that have been developed on ITIL best practices can successfully be configured in Remedy.! Stage 5: Process Implementation planning. The results of process workshops were then drilled down to design specific templates and forms. At this stage the details of escalation mechanism, business logic of automation workflows were decided.! Stage 6: Process Automation. Once detailed design is accomplished, customization of selected tool begins. Here the encoding of core business logic and reporting requirements are incorporated into the automation layer. One important consideration for automation is the integration with management layer. BL-IMaRC technology layer includes management tools from HP OpenView, Aprisma Spectrum and ISS Security Solutions.! Stage 7: User Training: This is a critical part of process adoption effort. The users of the tool, in our case, the IMaRC engineers need to be given focused training on how to use the various operational features such as the escalations, escalation timings, SLA adherence check, Trouble Ticket comments, Knowledge DB & report generation Ongoing Improvements It s not enough to have best practices in place as nothing can be the best forever in the today s dynamic IT services business environment. To accomplish the goals & standards set by the organization it is important to have reviews for the implemented processes. While internal reviews keep you in sync with requirements for internal improvement, feedback from customers lets you know where you missed & what further improvements need to be implemented in processes & infrastructure. Towards this end Bangalore Labs IMaRC processes have continuous feedback & improvement cycles built into them. BL-IMaRC has a process for collecting feedbacks, which then become inputs to process improvements. Implementing processes based on best practices requires engineers who are not highly skilled in various technologies but also in process management. To impart such training to its engineers Bangalore Labs routinely sponsors them for training programs & examinations to become ITIL certified IT managers. Bangalore Labs is also targeting process certification, which will be institutionalized by ITIL by the first quarter of Bangalore Labs Pvt. Ltd. Page: 3

5 Problem Process Workflow IT Service Processes at IMaRC Figure 2: Sample Problem Process Workflow Bangalore Labs Pvt. Ltd. Page: 4

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