IT Service Management

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1 IT Service Management Centra Session 1 Wednesday 13 April 2011 Harry Powell DER Program Manager, DECS Deputy Chairman, itsmf Australia Director Strategic Planning, itsmf Australia Don Priest DER Project Officer, DECS

2 Agenda IT Infrastructure Library A framework documenting best practice IT Service Management Service Support Key Aspects Priorities for schools Questions

3 IT Management in Schools People Processes Tools external IT expertise school based IT expertise school based additional support operational incidents infrastructure changes Service Support configuration of assets vendor services Service Delivery operational checks Infrastructure Management

4 What is ITIL? IT Infrastructure Library ITIL is a public domain framework for developing process driven IT Service Management ITIL is non-prescriptive, the key is to adopt and adapt

5 History of ITIL Best practice documentation for IT Service Management since mid-1990s Initiated by the former Central Computing and Telecommunications Agency (CCTA) now the Office of Government Commerce (OGC) in the U.K. in the late 1980s Recognised as world-wide standard for IT Service Management Version 2 released in June 2001 British/Australian standard BS15000 / AS Version 3 released in May 2007 International standard ISO/IEC

6 Benefits of ITIL Proven experience - Best Practice Measurable quality improvements Manageable processes Consistent way of working Standardisation of terminology Improves communication Increases customer satisfaction by setting the right expectations Business Focused

7 ITIL Certification and Training Overview Training: 1 day Foundation Level Foundation Certificate : 3 days Exam is multiple choice, theory-based Practitioner Level Practitioner Certificate : 3 days Exam is case study based on a small group of processes Management Level ITSM Manager s Certificate: 12 days Exam applies ITIL framework to complex case studies

8 itsmf Australia Australian Chapter of International - 47 countries Only independent IT Service Management organisation run entirely for its Members Not for Profit Quarterly Seminars in each State networking opportunities to share experiences Extensive range of Service Management publications Annual Conference Perth August 2011 Industry Awards Range of other services, webinars, white papers, access to other international Chapters via website

9 Scope of ITIL v2 ITIL is more than just Service Management!

10 Service Support Processes C u s t o m e r s Service Desk Incident Management Release Management Configuration Management Change Management Problem Management

11 Service Desk Single point of contact Single point of entry Single point of exit Easier for customers Data integrity Streamlined communication channel Different from a Help Desk

12 Incident Management Aim is to get user working as soon as possible using workarounds if required Document incidents that occur Know how many occur, where they occur Develop categories e.g. hardware, network, software, damage, battery issues, who presented them, where the problems occur, password resets, etc. Reporting can highlight areas that need extra help and resources

13 Problem Management Analyse incidents and look for recurring patterns known errors When a known error is identified, seek root cause When root cause is known take corrective action Documenting and analysing incidents allows the source of the problems to be identified and solved, taking the load off the service desk

14 Change Management 1 With ICT systems integral to the business of the school, changes need to be transparent and understood tinkering or experimenting may have unintended effects Any change in the network and infrastructure should be controlled through a change management structure different approvers depending on impact of change standard, low impact changes may be pre-approved Have a change advisory board (CAB) to discuss and approve major changes If vendors are used, consider a service agreement this can be as a training opportunity for school technicians

15 Change Management 2 Change control documentation should include the reason for the change a description of the change when the change is taking place (change window) includes time to back out if required who is performing the change the impact of the change applications, staff, students, infrastructure, services what the risks are what the priority is immediate, high, medium, low what the category is 1,2,3,4 determined by impact & risk what the back-out plan is should the change fail what will measure the success of the change what testing has been done beforehand

16 Release Management Controls the release of new hardware and software into the production environment Requires a central store for all software media and licenses (DSL) an example of every type of supported device for testing releases before they are deployed (DHS) e.g. desktops, laptops and netbooks A system needs to be in place to ensure that the hardware and/or software is ready for production e.g. a room where one of each type of device is tested with all the software that is to be used before the devices are released Uses Change Management and Configuration Management processes

17 Configuration Management Central store called Configuration Management Database (CMDB) Holds configuration items (CIs) about assets e.g. what it is where it is warranty purchase information serial number asset tag number Also documentation about processes and people Topology Maps and BLAMS diagrams including location of servers, switches, cabinets

18 What do I do next? Service Desk and Incident Management collecting data about incidents that need to be managed finding quick workarounds Change Management controls changes to the production environment approval based on impact, priority and documentation Configuration Management current asset information, network topology diagrams, software licences Service Level Management monitoring what external service providers do to the network or service knowing who assigns the work, what it costs, why and when it is done Infrastructure Management Operations the logs that are being reviewed, monitored, reported the action taken on detected errors

19 Next Steps Second overview Centra session Wed May 11, 8:30 am Service Delivery and Infrastructure Management Best practice Centra sessions Wed May 25, 8:30 am Service Desk and Incident Management Wed June 8, 8:30 am Change Management Wed June 22, 8:30 am Configuration Management Wed July 6, 8:30 am Service Level Management Wed July 22, 8:30 am Infrastructure Management Operations ITIL v2 One Day Training Course For IT Technicians Friday May 13, Henley High School Register at Special Interest Group James Miller:

20 Questions? Harry Powell Desk: Mobile: Mail: Don Priest Desk: Mobile: Mail:

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