IT Service Management and Service Manager. Marko Filipović Microsoft

Transcription

1 IT Service Management and Service Manager Marko Filipović Microsoft

2 Presentation goal and agenda ITSM Introduction ITIL/MOF How Microsoft fits into this? Service Manager Introduction

3 IT Service Management IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. Providers of IT services can no longer afford to focus on technology and their internal organization; they now have to consider the quality of the services they provide and focus on the relationship with customers

4 Today s Enterprise IT Management Challenges CapEx / OpEx Budget Pressures Skill Availability Service Availability Increasing Compliance Demands Business Service Levels

5 Why People Adopt Frameworks? External and Internal Governance Requirements Organizational Consistency Efficiency, reduction of costs, errors and duplicate work

6 ITIL/MOF overview ITIL and MOF are closely related and both describe best practices for IT Service Management Processes.

7 Solving the Right Problem Can technology fix this issue? Would a stronger lock help? Microsoft sells doors and locks (Platforms, System Center, etc.) But many problems are due to process (lack of, inferior, not followed) or people issues We have an obligation to provide guidance to run our technology

8 ITIL/MOF Overview ITIL philosophy adopts a process driven approach that is scalable. It considers Service Management to consist of related and integrated processes aligned to business processes. MOF (Microsoft Operations Framework) organizes and describes all of the activities and processes involved in creating, managing, and supporting an IT service MOF gives you practical guidance providing comprehensive guidelines for achieving reliability for IT solutions and services MOF uses question-based guidance to help you: Determine what your organization needs now Keep your IT organization running efficiently and effectively in the future Keeps your IT organization aligned with your Business s needs

9 Over 70% of surveyed in 2009 customers use MOF, ITIL and/or CoBiT

10 Problem: Solving the Right Problem If all you have is a hammer, everything looks like a nail Server crashes due to a configuration change by a capable engineer without announcing or vetting the change with other groups, associates, or management Technical Solution (Common Hammer of the Technologist): Cluster the server to provide failover capabilities Outcome: Increased complexity and points of failure Initial problem of uncontrolled change in the production environment still exists The Real Solution: Ensure an organizationally-appropriate change and configuration management process is in place and enabled with policy, training, and compliance

11 Background Industry Trends for Operational Problems Sources of downtime People 40% Process 40% Technology+ 20% People 40% Process 40% Other 20% Gartner Security Conference presentation "Operation Zero Downtime," D. Scott

12 IT is not just technology! Technology Tools and infrastructure Process Definition and design, compliance, and continuous improvement People Responsibilities, management, skills development, and discipline It s not just a technology problem People and Process matter!

13 MOF 4.0 Process Via System Center Microsoft System Center supports MOF, ITIL and COBIT

14 What is an IT Service? Is it a delivery from the Service Desk? Is it a process on a server? Is it a desired outcome for the user? ITIL v3 defines a Service as: A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks And Service Management as: A set of specialized organizational capabilities for providing value to customers in the form of services.

15 What Microsoft can offer? Microsoft is Software company, what about processes? MOF is publicly available and for free, but can you help us with implementing processes? What is Microsoft experience with ITSM?

16 Microsoft Premier Support Operations Consulting OPSRAP Operations Risk and Assessment Program SMAP Service Mapping SCD Service Catalogue Design SLM Service Level Management

17 Operations RAP The engagement will provide comprehensive analysis of the following areas: Service Strategy and Improvement Service management ownership and activities to ensure ongoing improvement Service Design Designing services to meet customer requirements Service Transition Managing changes within your environment Service Operations Operating the day-to-day support activities

18 Service Map Common Questions Who do I need to notify about an upcoming Service outage? do I contact when a Service I depend on goes down? are my customers? What types of hardware are running my Service? versions of software are running Services? Which other Services could cause an outage in my Service? other Services are affected if my Service goes down?

19 Service Map Create an End-To-End Map of the IT Service Define the Service Which hardware is running this service? Who are the customers of this service? Which software is used to run this service? Which other services are needed to run this service? What key settings are needed for this service? Create Service Map Easily model with Service Map Designer 2.0 tool Create and maintain Service Maps

20 Service Map

21 Service Map Sample

22 Service Catalog Design The Service Catalog Contains Vital Information for IT Defines the services provided and supported by IT Reduces service outages because of better information Service hours Maintenance windows Service dependencies Service owners and contacts Simplifies finding information about services Consolidated, comprehensive listing Reliable, controlled information Aids many MOF and ITIL processes Change Management Service Level Management End-to-end Service Management

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24 Service Catalog Design Offering Components Knowledge Transfer Building the initial service catalog Managing the service catalog Working Sessions Begin building the service catalog Hands-on learning to complete the service catalog after the engagement Deliverables Service Catalog Charter document Roles and Responsibilities matrix SharePoint template-based service catalog (optional)

25 Other Desired Configuration Management Service Level Management Proactive Monitoring with SCOM Roles and Knowledge Management Service Management Assessment Software Update Management

26 Service Manager - Introduction

27 INTEGRATED EFFICIENT BUSINESS ALIGNED INTEGRATED EFFICIENT BUSINESS ALIGNED

28 SELF SERVICE COMPLIANCE AND RISK IT ANALYST ASSET MANAGEMENT PROVANCE Incident and Problem Change Portal Knowledge Base CMDB Data Warehouse Authoring Workflow

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30 AD SCOM SCCM Organization Infrastruct ure Stake holders Future Roles/ responsabilit ies Process in Scope Processer Infrastruct ure Processer Infrast ructur e Training Process Roles / responsibiliti es Roles / responsi bilities

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32 Integrated System Center CMDB System Center common schema Common schema across System Center Object model is based on Operations Manager IT assets are represented as configuration items (CIs) Incidents, change requests, and problems are represented as work items (WIs) Configuration Management Database (CMDB) features Create, update, and view CIs Create relationships among CIs, WIs, IT staff, and Active Directory Domain Services (AD DS) users Automatically track CI change history Service definition and mapping

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34 Incident Management 75 to 80% of all incidents are caused by poor change management Efficient resolution with knowledge base and history Ensure accurate and efficient recording with pre-defined templates Automatic incident creation between Config and Ops Manager

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37 Change Management 33% of customers plan to automate change over the next three years Embed standard processes Efficiently create change requests

38 Next Steps Think about IT and Business alignment Fool with a tool still fool Use MOF it is FREE! Microsoft Solution Accelerators Technet Technet Virtual Labs several good SCSM demos Contact: marko.filipovic@microsoft.com

39 Session Evaluations Tell us what you think