IT Infrastructure Library (ITIL)

Part 2 Service Desk Incident - Problem

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-.enda
Introduction to Service Su//ort Service Desk Incident 0ana.ement Problem 0ana.ement

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IT - Infrastructure
IT-Infrastructure is t1e 21ole set of 3 - tec1nolo.ical com/onents - system- and a//lication-soft2are - documentation - /rocedures needed to realise one or more IT services

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ITIL and /rocesses

ITIL describes a consistent framework of IT activities ITIL helps to identify and describe the processes in an IT organisation ITIL helps to translate the processes into procedures, working instructions, organisationand role-profiles

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Service Su//ort
Service Desk Incident 0ana.ement Problem 0ana.ement Confi.uration 0ana.ement C1an.e 0ana.ement 4elease 0ana.ement

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Service su//ort /rocess model

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-.enda
Introduction to Service Su//ort Service Desk Incident 0ana.ement Problem 0ana.ement
Objective of the Service Desk:
To provide a single point of contact for Customers To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities

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Service Desk

vervie2 ())

ServiceDesk is N T a process but a function !rovides single point of contact " incidents, problems, #uestions, customer change re#uests, maintenance contracts, software licences, Service Level $anagement, %onfiguration $anagement, &vailability $anagement, 'inancial $anagement for IT Services, and IT Service %ontinuity $anagement(
%haracteristics of Service Desk
Service /rovider to t1e customer * user $ased on t1e /rinci/le 5 customer satisfaction and /erce/tion is critical 6 De/end on blendin. /eo/le7 /rocesses and tec1nolo.y

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Service Desk
$enefits

vervie2 (2)

im/roved Customer service7 /erce/tion and satisfaction increased accessibility t1rou.1 a sin.le /oint of contact7 communication7 and information better-8uality and s/eedier turnaround of customer re8uests im/roved team2ork and communication en1anced focus and a /roactive a//roac1 to service /rovision a reduced ne.ative business im/act better mana.ed infrastructure and control im/roved usa.e of IT su//ort resources and increased /roductivity of business /ersonnel 9

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Service Desk Ty/e ())

Ty/e of structure 3 Local
common /rocesses and /rocedures localised skills kno2n com/atibility common escalation /rocesses common metrics

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Service Desk Ty/e (2)

Ty/e of structure 3 Central

reduced o/erational costs consolidated mana.ement overvie2 im/roved usa.e of available resources

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Service Desk Ty/e (,)

Ty/e of structure 3 :irtual

common /rocesses7 /rocedures and terminolo.y9 desi.n a sin.le /oint of contact /1ysical /resence on site from time to time9 net2ork /erformance desi.n transfers of re8uests9

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Service Desk Tec1nolo.ies

-dvanced tele/1one systems (e9.9 auto-routin.7 1unt .rou/s7 Com/uter Tele/1ony Inte.ration (CTI )7 :oice ver Internet Protocol (:oIP)7 Interactive :oice 4es/onse (I:4) systems "lectronic mail (e9.9 voice7 video7 mobile comms7 Internet7 email systems)7 fa; servers (su//ortin. routin. to email accounts)7 /a.er systems <no2led.e7 searc1 and dia.nostic tools - self-service strate.y 3
Customers 1ave direct access to su//ort information and kno2led.e "ase of access and s/eed of resolution is increased Demand on su//ort resources is reduced

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Service Desk 4oles

<ey /oints
-ll re8uests s1ould be re.istered "scalation mana.ement
Tele/1one talk time 0ana.in. ur.ent customer re8uests 0ana.in. service breac1es

Definin. staffin. levels and staff turnover =orkload monitorin. Customer satisfaction analysis and surveys Second-line staff /artici/ation in t1e Service Desk =orkload metrics (number of incidents>) Publis1in. sucesses and c1an.es

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Service Desk Staff /rofile

Team2ork
";/lain t1e /rocess 21en a re8uest is transfered

"m/at1y 2it1 %sers

?irst im/ressions count 'ere to 1el/ :ie2s t1in.s from t1e Customer@s /ers/ective

Professionalism
S/eak in terms t1at a Customer can understand -ctive listenin.

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Service Desk 4e/ortin.

"ffective 2orkload analysis to o/timiAe staff Daily revie2s

Incident or /roblem a.ainst service levels Possible service breac1es

=eekly mana.ement revie2s

-vailabilty 0aBor incidents Customer satisfaction Staff 2orkloads

0ont1ly mana.ement revie2s

Trend analysis7 overall /erformance Customer /erce/tions and levels of satisfaction Su//ort staff and t1ird /arty /erformances

Proactive service re/orts

Planned c1an.es %nsatisfied customers
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Service Desk Conclusion

Critical sucess factors

$usiness needs are understood Customer re8uirements are understood Investment is made in trainin. for Customers7 su//ort teams and Service Desk staff Service obBectives7 .oals and deliverables are clearly defined Service levels are /ractical7 a.reed7 and re.ularly revie2ed T1e benefits are acce/ted by t1e business9

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-.enda
Introduction to Service Su//ort Service Desk Incident 0ana.ement Problem 0ana.ement
The primary goal of the incident Management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
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Incident 0ana.ement Sco/e

5 Incident 6 definition
any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service

Incident man.ement /rocess () Lifecycle 3

new accepted scheduled assigned/dispatched work in progress on hold resolved closed

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Incident 0ana.ement Conce/ts

0aintainin. u/-to-date information as t1e incident /ro.resses
u/date 1istory details modify status (e9.9 @ne2@ to @2ork-in-/ro.ress@ or @on 1old@) modify business im/act*/riority enter time s/ent and costs monitor escalation status

Information like
name of /erson 21o made t1e modification date and time of modification 21at t1e /erson modified (e9.9 /riority7 status7 1istory) 21y t1ey made t1e c1an.e time s/ent9

Priority
determined by t1e im/act on t1e business and t1e ur.ency 2it1 21ic1 a resolution or 2ork-around is needed
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Incident 0ana.ement !-Line su//ort

!-line su//ort Service desk is t1e first line su//ort

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Incident 0ana.ement 4elation 2it1 ot1er /rocesses

4elations1i/ bet2een Incidents7 Problems7 <no2n "rrors and 4?Cs

Incidents is t1e result of failures or errors 2it1in t1e IT infrastructure7 result in actual or /otential variations from t1e /lanned o/eration of t1e IT services - Problem is t1e unkno2n underlyin. cause of one or more Incidents (only record if investi.ation is 2arranted)9 - kno2n error is a /roblem t1at is successfully dia.nosed and for 21ic1 a 2ork around is kno2n

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Incident 0ana.ement $enefits

?or t1e business 3
reduced business im/act of incidents by timely resolution7 t1ereby increasin. effectiveness t1e /roactive identification of beneficial system en1ancements and amendments t1e availability of business-focused mana.ement information related to t1e SL-9

?or t1e IT or.anisation in /articular3

im/roved monitorin.7 allo2in. /erformance a.ainst SL-s to be accurately measured im/roved mana.ement information on as/ects of service 8uality better staff utilisation7 leadin. to .reater efficiency elimination of lost or incorrect Incidents and service re8uests more accurate C0$D information Im/roved users and customers satisfaction9
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Incident 0ana.ement -ctivities ())

Detection and recordin.
record basic details of t1e Incident start /rocedures for 1andlin. t1e service re8uest

";am/le of recorded data from ITIL book 3

unique reference number Incident classification date/time recorded name/id of the person and/or group recording the Incident name/department/phone/location of User calling call-back method (telephone, mail etc.) description of symptoms category (often a main category and a subcategory) impact/urgency/priority Incident status (active, aiting, closed etc.) related !onfiguration Item support group/person to hich the Incident is allocated "elated #roblem / $no n error resolution date and time closure category closure date and time.
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Incident 0ana.ement -ctivities (2)

Classification and initial su//ort

classifyin. Incidents matc1in. a.ainst <no2n "rrors and Problems Informin. Problem 0ana.ement of t1e e;istence of ne2 Problems and of unmatc1ed or multi/le Incidents assi.nin. im/act and ur.ency7 and t1ereby definin. /riority assessin. related confi.uration details /rovidin. initial su//ort (assess Incident details7 find 8uick resolution) closin. t1e Incident or routin. to a s/ecialist su//ort .rou/7 and informin. t1e %ser(s)

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Incident 0ana.ement -ctivities (,)

Classification 3 Im/act7 ur.ency7 /riority

CI0P-CTD is a measure of t1e business criticality of an Incident or Problem9 Im/act is often measured by t1e number of /eo/le or systems affected C%4#"!C(D is about t1e necessary s/eed of solvin. an Incident of a certain im/act9 CP4I 4IT"D is defined by expected effort7 based on im/act and ur.ency9

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Incident 0ana.ement -ctivities (E)

Investi.ation and dia.nosis

assessment of t1e Incident details7 collection and analysis of all related information7 and resolution includin. any 2ork-around or a route to n-line su//ort9

?or a su//ort .rou/ 3

acce/t assi.nment of t1e Incident advise t1e Service Desk*Customer of any identified =ork-around7 if it is /ossible to /rovide one immediately revie2 t1e Incident a.ainst <no2o "rrors7 Problem7 solutions7 /lanned C1an.es or kno2led.e bases record all details a//licable to t1is /1ase of t1e Incident life cycle3 solution7 classification added*u/dated7 a u/date of all related Incidents7 time s/ent reassi.n t1e Incident back to t1e Service Desk for closure action9
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Incident 0ana.ement -ctivities (+)

4esolution and 4ecovery

resolve t1e Incident usin. t1e solution*=ork-around or7 alternatively7 to raise an 4?C (includin. a c1eck for resolution) take recovery actions

Incident closure
t1e confirmation of t1e resolution 2it1 t1e Customer or ori.inator @closeC incident

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Incident 0ana.ement -ctivities (F)

T1e Service Desk is res/onsible for o2nin. and overseein. t1e resolution of all outstandin. Incidents7 21atever t1e initial source7 by t1e follo2in. /rocedure to3
re.ularly monitor t1e status and /ro.ress to2ards resolution and a.ainst service levels of all o/en Incidents /articularly note Incidents t1at move bet2een different s/ecialist su//ort .rou/s7 as t1is may be indicative of uncertainty and7 /ossibly7 a dis/ute bet2een su//ort staff (in e;cessive cases7 Incidents may be referred to Problem mana.ement) .ive /riority to monitorin. 1i.1-im/act Incidents kee/ affected %sers informed of /ro.ress c1eck for similar Incidents9

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Incident 0ana.ement 4es/onsabilities

?irst-line su//ort (Service Desk) res/onsibilities include3

Incident re.istration routin. service re8uests to su//ort .rou/s initial su//ort and classification o2ners1i/7 monitorin.7 trackin. and communication resolution and recovery of Incidents not assi.ned to second-line su//ort closure of Incidents9

Second-line su//ort (s/ecialist .rou/s t1at may be /art of t1e Service Desk) 2ill be involved in tasks suc1 as3
1andlin. service re8uests monitorin. Incident details (includin. Confi.uration Items) Incident investi.ation and dia.nosis (includin. resolution 21ere /ossible) detection of /ossible Problems and t1e assi.nment of t1em to t1e Problem 0ana.ement team t1e resolution and recovery of assi.ned Incidents9

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Incident 0ana.ement 4e/ortin.

";am/les
total numbers of Incidents mean ela/sed time to ac1ieve Incident resolution or circumvention7 broken do2n by im/act code /ercenta.e of Incidents 1andled 2it1in a.reed res/onse time (Incident res/onse-time tar.ets may be s/ecified in SL-s7 for e;am/le7 by im/act code) avera.e cost /er Incident /ercenta.e of Incidents closed by t1e Service Desk 2it1out reference to ot1er levels of su//ort Incidents /rocessed /er Service Desk 2orkstation number and /ercenta.e of Incidents resolved remotely7 2it1out t1e need for a visit9

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-.enda
Introduction to Service Su//ort Service Desk Incident 0ana.ement Problem 0ana.ement
The goal of Problem Management is to minimise the
adverse impact of ncidents and Problems on the business that are caused by errors !ithin the T nfrastructure, and to prevent recurrence of ncidents related to these errors" n order to achieve this goal, Problem Management seeks to get to the root cause of ncidents and then initiate actions to improve or correct the situation"
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Problem 0ana.ement - /rocess

Incident database Identification of a !roblem
%lassification ) &llocation
!roblem %ontrol

!roblem database

Diagnosis Identification of *nown +rror Submit ,'% *nown +rror database

+rror %ontrol

,'%
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Problem 0ana.ement Conce/ts

Problem control
Problem identification and recordin. Problem classification Problem investi.ation and dia.nosis

"rror control
error identification and recordin. error assessment recordin. error resolution (investi.ation of solution7 t1e raisin. of an 4?C) error closure 0onitorin. Problem and error resolution /ro.ress

Proactive /roblem mana.ement

trend analysis tar.etin. su//ort action /rovidin. information to t1e or.anisation
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Problem 0ana.ement $enefits

$enefits 3
Improved IT service quality. Problem 0ana.ement 1el/s .enerate a cycle of ra/idly increasin. IT service 8uality9 Incident volume reduction. Permanent solutions. Improved organisational learning. T1e Problem 0ana.ement /rocess is based on t1e conce/t of learnin. from /ast e;/erience9 Better first time fix rate at the !ervice "esk.

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Problem Control -ctivities ())

T1ree /1ases
Problem identification and recordin. Problem classification - in terms of t1e im/act on t1e business Problem investi.ation and dia.nosis

Problem control dia.ram

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Problem Control -ctivities (2)

Problem identification and re/ortin.

matc1in. t1e /rocess to e;istin. Problems and <no2n "rrors is not successful analysis of Incident data reveals recurrent Incidents analysis of t1e IT infrastructure indicates a Problem t1at could /otentially lead to Incidents a maBor or si.nificant Incident occurs for 21ic1 a structural solution 1as to be found

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Problem Control -ctivities (,)

Problem classification7 to determine 3

cate.ory im/act ur.ency /riority

Problem investi.ation and dia.nosis

Similar to incident investi.ation and dia.nosis /rocess7 $%T t1e /rimary obBective of eac1 /rocess is si.nificantly different9 Incident 0ana.ement@s aim is ra/id restoration of service7 21ereas Problem 0ana.ement@s aim is dia.nosis of t1e underlyin. cause
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"rror Control -ctivities ())

"rror control covers t1e /rocesses involved in successful correction of <no2n "rrors9 "rror identification and recordin.
"rror identification G a faulty CI detected9 <no2n "rror G t1e root cause of a Problem is found and a =ork-around 1as been identified

"rror assessment
If necessary7 com/lete an 4?C In case of t1ird /arty7 monitor vendor su//ort Similar in live and develo/ment environments
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"rror Control -ctivities (2)

"rror resolution recordin.

"ac1 <no2n "rror s1ould be recorded in t1e Problem 0ana.ement system T1is data is t1en available for Incident matc1in.7 /rovidin. .uidance durin. future investi.ations on resolvin. and circumventin. Incidents

"rror closure
Possibility for a Post-Im/lementation 4evie2 (PI4) to confirm t1e effectiveness of t1e solution (/rior to final closure)

Problem * "rror resolution monitorin.

monitorin. /ro.ress 2it1 re.ard to resolvin. <no2n "rror obtain re.ular re/orts from C1an.e 0ana.ement on /ro.ress in resolvin. Problem and and errors monitor t1e im/act of Problems and <no2n "rrors on %ser services (a.ainst SL-s)

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Proactive Problem 0ana.ement -ctivities

Proactive Problem 0ana.emnt activities are concerned 2it1 identifyin. and resolvin. Problems and <no2n "rrors #efore Incidents occur7 t1us minimisin. t1e adverse im/act on t1e service and business-related costs T1e main activities 2it1in /roactive Problem 0ana.ement /rocesses are 3
Trend -nalysis to identify 3
trends7 recurrin. Problems of a /articular ty/e or 2it1 an individual item

Tar.etin. /reventive actions 3

/rovidin. feedback re.ardin. testin.7 /rocedures7 trainin. and documentation initiatin. Customer education and trainin. /rocess or /rocedural im/rovement9
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Problem 0ana.ement 4es/onsabilities

4eactive res/onsabilities
identifyin. Problems investi.atin. Problems7 accordin. to im/act7 t1rou.1 to resolution or error identification 4aisin. 4?Cs to clear errors monitorin. /ro.ress on t1e resolution of <no2n "rrors -dvisin. Incident 0ana.ement staff on t1e best available =ork-around assistin. 2it1 t1e 1andlin. of maBor Incidents and identifyin. t1e root causes

Proactive res/onsabilities
identifyin. trends and /otential Problem sources (by revie2in. Incident and Problem analyses) 4aisin. 4?Cs to /revent t1e recurrence of Problems /reventin. t1e re/lication of Problems across multi/le systems9

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Problem 0ana.ement 4e/ortin.

Problem * "rror control re/ortin.

t1e number of 4?Cs raised and t1e im/act of t1ose 4?Cs on t1e availability and reliability t1e amount of time 2orked on investi.ations and dia.noses t1e number and im/act of Incidents occurrin. before t1e root Problem is closed t1e ratio of immediate (reactive) su//ort effort to /lanned su//ort effort in Problem 0ana.ement t1e /lans for resolution of o/en Problems a.ainst /eo/le7 ot1er used resources7 costs * bud.et a s1ort descri/tion of actions to be undertaken9

Periodic audits
?or e;am/le7 c1eck a re/resentative sam/le of records7 for correctness and com/leteness
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Contact
Contact>Devoteam Hean-0arc C1evereau P1one >I,, ) E) EJ EJ EJ * I,, F FE EJ KF KK "mail >>Bc1evereauLdevoteam9com Country >?rance

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-ut1or Date ?urt1er Information

Jean-Marc Chevereau Janvier 2010

M Devoteam #rou/ T1is document is not to be co/ied or re/roduced in any 2ay 2it1out Devoteam e;/ress /ermission9 Co/ies of t1is document must be accom/anied by title7 date and t1is co/yri.1t notice9

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