IT Infrastructure Library (ITIL)
Business IT Alignment
Service Delivery
Service Support
IT Service Management Overview
Training Plan for Service Desk Agent
1. Health & Safety
2. Data Protection
3. Custom Service Skills
4. Business Awareness
5. IT skills in supported applications
6. How to use the Service Desk tools (e.g. Clarify)
7. Service Desk procedures
8. SLAs being supported
9. Baseline fixes (e.g. passwords)
10. Contacts & hand0offs to IT Support Manager & Suppliers
11. Overview of ITIL’s view of IT Support Managers
Service Desk Activities
?Single Point of Contact
?Log all Incidents
?Resolve Incidents using KE DB
?Escalation
?Service Requirements
?Reporting Trends
?Workarounds
?Monitor
?Track
?Information Requests
?Categorisation
?Prioritisation
?Closure
?Refer to Second Line
?First Investigation
?First Diagnosis
?Recovery
?Keep User Informed
The Service Desk Personality
Patience Communicative Confidence Enthusiastic
Friendly Empathetic
Assertive
Literate
Numerate
Honest
Forthright Condescending
Aggressive Technical Specialist
Classification
Categorisation of an Incident
E.g. Hardware, Software, Documentation, User Error
Prioritisation of that Incident
Influenced by
1 2 3
1
2
3
High Low High
Low
Known Error An error is only a KNOWN ERROR when…
Problem Activities
Change Advisory Board (CAB) Members Business and IT
Outputs from CAB Meetings
CAB Minutes
Forward Schedule of Change (FCS) – Gantt Table (3-6 months out) Projected Service Availability (PSA) – Gantt table (3-6 months out)
Category
1. Planning
2. Identification of Configuration item (CI)
3. Control
4. Status Accounting
5. Verification & Audit
IT Infrastructure
Hardware
Software Documentation IT Staff
Process &
Procedure
Technical
Documentation
Diagrams Organisational
Charts
An example could be a PC:
? Hardware configuration
? Serial Number / Model Number / Asset Number ? Operating System ? Location / User
? Date of Purchase /Warranty Period ? Supplier / Support Contact Details ? Type of Support
? Service History ? Audit Trail
? Business Unit as Owner ? Purchase Price
? CI Variant information – e.g. the keyboard is French
Processor Type/Speed
Memory Disks
Network
IP MAC
Hub Port #
Incident #s
Problem #s RFCs
ABC of Finance
Cost Types
ransfer
ardware
xternal
oftware
eople
ccommodation
Mandatory
Optional
Main Frame
Server
Desk Top
Network
Cost
Elements
Operating System
Applications
Utility
Recovery
>72 Hours
Empty Computer Space
Remote Centre (External) / Portable 24-72 Hours
Filled Computer Space – No Data Remote Centre (External) / Portable 0-8 Hours
Filled Computer Space with Data Remote Centre (External)
Methodology for Managing Risk
C T A I
S
K
N
A
L
Y
S
I
S
A
N
A
G
E
M
E
N
T
&
E
T
H
O
D
O
L
O
G
Y
Demand
Examples:
Call at Service Desk
CPU Utilisation
Network Bandwidth Utilisation
Connects to Server
An alert will trigger when the demand is about to exceed the capacity
Frequency Time 0700 1000 1300 1700 Threshold
Component Failure Impact Analysis (CFIA)
Each component can be assessed to see how many services depend on it. From here, each component can be weighted to highlight the high impact components.
E.g. If #3 breaks down, this will have a high impact on many services
Services A B C #1 #2 #3 - n #n TOTAL Components (CIs)
Fault Tree Analysis
The Fault Analysis Tree uses Boolean Logic (AND / OR) whereby the components can or cannot be used depending on the location of the fault.
Considerations
Managed
through
OLAs (Operational
Level Agreements)
Resource Capacity Management
Managed
through UCs
(Underpinning
Contracts)
CIA –Confidentiality
Integrity Availability
Calculating Availability
% Availability =
Example:
AST = 40 Hrs DT = 20Hrs
Therefore:
% Availability =
=
=
95 %
Agreed Service
Time
Down Time
Agreed Service
Time
X 100 %
40
2
40
X 100 %
38
40
X 100 %
Summary of Responsibilities to Produce and Maintain
Note!
RISK is found in Change Management, Availability Management and IT Service Continuity Management.
Quick Reference Key Words
? Function not a Process
? Central Point of Contact – Increase user perception and satisfaction ? Support for business goals ? Log ALL Incidents
? Provide First Line support
? Second Line support – Generalists / Ops Support ? Third Line support – Specialists
? Produce measurement metrics ? Categorise Incidents
Design for Availability Manage Availability
Component
Failure Impact
Analysis (CFIA)
Service Outage Analysis (SOA) Fault Tree Analysis (FTA) Technical Observation Post (TOP)