ITIL framework. ITIL framework

Transcription

1 ITIL framework ITIL framework

2 n the recent years, an increase in business Idependency on IT services has changed the way and the extent to which businesses consider the delivery of such IT services. IT departments are now viewed by business managers as 'service organisations' and are expected to deliver clearly defined products to agreed service levels. Business organisations thus consider themselves to be customers (or more correctly, internal customers) of their IT departments and expect to be treated accordingly. This is of course, very different from the way IT departments were traditionally perceived not very long ago. Furthermore, these services are expected to be matched to business needs and customer requirements. They must also be flexible enough to adapt rapidly to changes in organisation structure, demand, competition and technology. INTRODUCTION Such internal users of IT services are required to achieve value for money solutions. There is continual pressure in many organisations to reduce costs, while maintaining or improving IT services. They must also make optimum use of expensive and often, scarce IT skills. If the customers are not satisfied with internal IT services, they may consider outsourcing. Most of these customers have no interest in technology or IT components. Their responsibility is to maintain and improve their own business processes. They are only interested in the IT infrastructure in so far as it supports their work. As the nature and volume of the work changes, IT is expected to stay ahead of service demand. This requires a policy of proactive IT service development.

3 ITIL framework ITIL framework In 1988, the OGC began to define the IT Infrastructure Library (ITIL) - books of guidance on IT Service covering ways to approach various processes including Help Desk, Problem, Change, Service Level and Configuration. The 'Information Technology Infrastructure Library' ITIL takes its name from a series of publications written by dedicated IT professionals and industry experts offering guidance on Best Practice IT Service (ITSM). Since the publication of its first elements in 1989, ITIL has fast become the most recognized and accepted framework for IT Service in the world. Benefits of ITIL framework for Service The founding principles of IT Service are laid by OGC's IT Infrastructure Library (ITIL), which offers a systematic and professional approach to the management of IT services The key benefits of an ITIL framework are : o Greater productivity and best use of skills and experience. o Increased customer satisfaction with IT services, which meet their needs. o Reduced risks of not being able to meet business requirements for IT services. o Reduced costs in developing procedures and practices within an organisation. o Better communication and information flow between IT staff and customers. o Assurance to IT Director that the staff is provided with appropriate standards and guidance. o Quality approach to IT service provision.

4 Contribution of the ITIL to current IT Service philosophy A key value to the IT Infrastructure Library (ITIL) is its holistic approach to Service Level. The ITIL framework provides an integrated form of core processes, which are defined by how well they link together to deliver Service Level. ITIL highlights the interdependencies within these core processes. Any IS organization endeavoring to improve its Service Level or its ability to deliver on Service Level Agreements (SLAs) must do so within a context of that kind of integrative framework. ITIL is an obvious choice to help an organization jump-start the delivery of Service Level, while demonstrating how to manage core processes within that context.

5 Future of Best Practices in Service There has been a tremendous change in the marketplace. Economic and business factors continue to drive the enterprise to re-structure the role of the information technology service. IS organizations are increasingly being pressured by business units to support end-to-end service level agreements and to provide a business oriented display of how well IT services perform in support of key critical business processes. IS organizations are seeking effective ways to demonstrate their alignment with the business and to manage their support priorities in the business context. There really needs to be a substantive effort to process refinement across all these IT silos. Through which, we can implement standards of service portfolios and arrive at a much more formalized adoption of quality assurance. That is really the future as we begin to see that organizations, in essence, quantify all the IT components into a very important service that is delivered to the line of business. Benefits of Best Practices The Best Practice approach is a systematic, professional approach to the management of IT service provision. It is based upon the combined experience of industry experts and can provide IT services with: A proven, quality approach to service delivery Increased Productivity Increased customer satisfaction Minimized risk Reduced costs Improved communication between IT and the business and your customers

6 Best Practices also helps your customers by: Providing reassurance as to the proven processes Confidence to rely on IT services, enabling the business objectives to be met Clearly defined processes and contacts to handle problems and issues Clarification of costs and monitoring of service levels to better informed customers.

7 Business Objectives of ITIL Framework ITIL provides a consistent set of IT Service Best Practices applicable to all IT organizations, irrespective of their size. It is supported by a systematic structure of certifications, accreditations, education bodies, tools and consultancy companies. The main benefits of applying the ITIL principles are: Improved service quality The introduction of a consistent set of processes will highlight potential weaknesses in the previous operations and encourages pro-active improvements. Shortened resolution times, better management control, more reliable IT services and the implementation of permanent solutions to formally acknowledged problems are just some of the many ways in which ITIL will revolutionize your IT services. Cost reduction By applying ITIL Best Practice to your IT operations, you can take advantage of better-cost control and cost reduction. A lower Total Cost of IT Ownership (TCO) will be achieved through increased efficiency and productivity, lower incident volumes, faster incident resolution and less business disruption because of service failures. Pro-active IT It is no longer enough to simply maintain the IT infrastructure by adjusting and upgrading it after the need has arisen. Today's IT managers are expected to support the success of the entire business by planning ahead and proactively shaping the IT environment of the business. Since ITIL is devised by leading industry practitioners, you can rest assured that you are implementing proven best-ofbreed procedures.

8 The Service disciplines at the center of the IT Infrastructure Library fall into two distinct groups: Service Delivery Service Desk The Service Desk function is the face of IT to its users. Service Desk staff logs resolve or escalate and close all incidents. Incident Incident records, classifies, tracks and closes all incidents in a controlled and consistent manner. Problem The identification, investigation and classification of problems are a key role in IT Service. Asset and Configuration It records, audits and tracks all configuration items in the IT infrastructure and their relationships from purchase to obsolescence. Change The role of Change is to provide a consistent approach To evaluating and implementing any change to the IT infrastructure. Release Release offers a systematic framework for large or critical hardware rollouts, major software rollouts. Service Support Service Level This aims to ensure a satisfactory quality of IT service provision by setting realistic and agreed targets between provider and customer. Financial of IT Services Also known as Cost, this process provides essential management information on IT asset and service costs. Capacity This process aims at aligning IT service level provision to the current and future business needs. Availability Availability ensures that all IT systems and services are functioning as required and that availability is sustained in a reliable and cost-effective way IT Service Continuity This process ensures that major failures of technical equipment or facilities associated with IT Service provision are managed efficiently

9 Omnicare Enterprise IT Services (ITMS) Omnicare ITMS suite of Services is built upon the ITIL platform to offer various benefits to the customer, while planning the service requirements of the customer. The business benefits arising out of ITMS services are an outcome of systematic implementation of the ITIL framework, objectified documentation and trained professionals, supported by well defined customer relationship management. Key Features of Omnicare ITMS (ITMS) o ITIL framework based service management approach o Disaster Recovery & IT Security as integral offerings o 24 x 7 x 365 Support with 6 Hrs resolution commitments for critical infrastructure o Periodic audits for continual improvements o Processes automation through built-in CRM software tool o Modular and flexible SLAs o Superior Vendor Control through SLA o Efficient Reporting & Review Mechanism Advantages of Omnicare ITMS o High Availability of Critical infrastructure o Contingency to combat IT Disasters o Lower Cost of (TCM) o Proactive Service Planning o Uniform Performances of IT infrastructure o Higher User satisfaction through Continual improvement in IT Services Key Benefits o Total Ownership of the Business Function availability o End-to-end IT Service o Built-in Consulting on Disaster Recovery and Information Security o Rapid Resolution through Technical Help desk o Database Availability through Application & Database o Critical server support with 24 x7 response and 6 Hrs resolution to help desk? o Structured Escalation Matrix for effective communication o Knowledge through incident recording o Higher accountability through Process-based IT management approach o Continual improvement in services through Plan-Do-Check-Act (PDCA) methodology

10 Service Delivery Model The service delivery model of Omnicare ITMS is divided into three sets of executives. The placement of all the executives is strategic in nature to assure well-defined service results. Program Manager The Program Manager shall lead the entire team and would be responsible for total service management program. As a part of the front-end responsibilities, Program Manager will be responsible for Service functions Helpdesk The Helpdesk ensures total coordination with customers, service delivery channels & vendors and manages the service desk. Timely service reporting is the most essential aspect of the Helpdesk operations. Support Engineers team of support engineers executes the entire Service delivery. The team may be further divided into different technology groups, based on specific needs of user groups. Program Manager Service Level Capacity Change Configuration Availability Service Continuity Help Desk Asset Movement Service Desk Vendor Report Support Engineers Problem Data Center Patch Application & DBA Support

11 Omnicare ITMS Service Matrix Service Delivery Process List of deliverables of services actually delivered at different users under specified conditions Service Processes The strategic planning of the service deliveries and contingency management for better continuity of services at all time Service Delivery Processes Help Desk Support Technical Support Network Support Vendor Configuration Item (CI) Data Center Support Software Support User Incident for rapid resolution Vendor / User Coordination Incident escalation (Impact / / Vendor based) Change request coordination (Asset, Technical, Resource) Predefined Service Reporting User Desktop Support - Desktop & Peripheral Hardware management - Operating system, Middleware (Mail, Virus) support Technical Escalation resolution, Problem Knowledge updating for future rapid resolution Policy based, customized & planned deployment of new IT Assets Wan link Support & Monitoring Application based Bandwidth Throttling (Tool based) Scheduled Network Performance tuning & Monitoring Proactive failure & performance degradation management Alerts on timely upgradation Incident escalation on warranty / AMC support SLA fixation as per predefined Availability requirement Performance evaluation and service reporting Automated Configuration Item (Asset) management Approved Asset Movement Software Licensing Asset Contract Impact analysis on CI through change management process Servers uptime, performance management Web Servers performance Monitoring Strategic Backup planning and management Data Vaulting Periodic data restoration drill Network / Desktop Operating System Middleware like Mail Messaging, Groupware, Virus Protection, NMS support. Software Patch

12 Service Processes Capacity Planning Availability Planning Disaster Recovery Security IT Audits Custom Application Support Hardware, Network, Middleware, Application Performance Monitoring Planned Hardware and technology upgrade Disk space monitoring Defined Business Function Availability Planning / Monitoring Critical Server support for 24x7x365 (6 Hrs Resolution) Disaster Recovery Plan Review & Maintenance Scheduled DR Drills Security Policy Review and Maintenance Firewall, IDS, Content filter, PKI Support Malicious code Protection support (Virus & Spam control) IT Process & Policies Audit (As per ISO 9000 standards) DR Audit Security Audit Network Performance Audits Front End User support Ready to use built-in-tools management for users Liasioning with ISV for the application debugging support

13 Service Network North New Delhi, Chandigarh, Ludhiana, Amritsar, Gurgaon, Karnal, Agra, Jalandhar, Lucknow, Varanasi, Chhatisgarh, Jamshedpur, Aligarh, Kanpur, Jhansi, Allahabad, Jaipur, Jodhpur, Kota, Ajmer, Bhopal, Jabalpur, Indore, Raipur, West Rajkot, Ahmedabad, Bhavnagar, Surat, Jamnagar, Porbandar, Nadiad Bharuch, Vadodra, Gandhidham, Bhuj, Kutch, Diu, Daman, Veraval, Bhusawal, Aurangabad, Kolhapur, Solapur, Nanded, Nagpur, Jalgaon Chandrapur, Akola, Pune, Nashik, Goa South Secunderabad, Vijaywada, Hyderabad Belgaum, Hubli, Gulbarga, Mangalore, Chennai, Trichy, Coimbatore, Salem, Palayamkottai Cochin, Trichur, Trivendrum, Madurai East Kolkatta Guwahati, Cuttack Patna, Jammu Bhubaneshwar, Ranchi

14 Built-in Tools for Omnicare ITMS Operations Services Tools Service Delivery Service Scheduled Activities Network Web Server Monitoring WAN link Monitoring OmniManage IT Solar Winds & Unicenter TNG

15 Packages based on Service Level Requirements SLA Silver Gold Platinum Response time 15 min 10 Min 5 Min Resolution 6 Hrs 4 Hrs 3 Hrs Uptime 95% 98% 99% Rapid Resolution 10 Min 5 Min 2 Min Response Service Window 9x6 12x6 24x7x365 Process Audits quarterly bimonthly Monthly Network Audits Half Yearly Quarterly Bimonthly Security Audits Yearly Half yearly Quarterly DRM Audits Yearly Half Yearly Quarterly Service Review Six Monthly Quarterly Bimonthly Spares Support 5 % of AMC 10% of AMC All the critical Spares

16 NATIONWIDE NETWORK, GLOBAL PRESENCE. Omnitech InfoSolutions Ltd. Corporate Office : Omnitech House, A13, Cross Road No. 5, Kondivita Road, Marol MIDC, Andheri (E), Mumbai , India. Tel : Fax : software@omnitechindia.com