Beruflich Dokumente
Kultur Dokumente
Pratik Sharma
Prashant Singh
Q1
Tools used by IT service desk workers?
1.
IT cost transparency. Something has still got to give in terms of what IT costs
IT is and will continue to be a sizable expense to the business. The IT organization is
spending the business money, and so the business wants to know whether it is being
spent wisely (and who can blame them). How many IT shops know if they are investing
the business money wisely outside of projects?
2.
Value demonstration. Is IT still just a cost center or has your IT organization
been able to translate IT investment into demonstrable business success? I still rather
somewhat cheekily say that if we could demonstrate the business value derived from IT,
surely we would be being asked to spend more rather than having to respond to
corporately mandated, quick fix, end-of-year budget cuts.
3.
Agility. The speed of business change continues to dictate a rapid response from
IT that many struggle with as a simple example, yesterday my nephew told me of his
five-week wait for a laptop at the bank he recently joined. Not only is it speed and
flexibility, it is also agility of mind. A change in I&O mindset that asks why not? rather
than why?
4.
Availability. Nothing new here (again). The business needs high quality, highly
available IT (or business) services. The difference is in business expectations and
available alternatives. For a number of reasons, the business continues to be less
forgiving of IT failure and, again, who can blame them.
5.
Personal hardware. End user devices will continue to be a big challenge for IT
in 2013. Whether it is the fact that our internal customers are unhappy with their
outdated corporate laptops or the fact that they cant have corporate iPads or the
whole can of worms that is BYOD (bring your own device), personal productivity
hardware will again be a battleground of business discontent in 2013.
1.
2.
3.
4.
Use the Help Desk Software System to Increase Communications With Agents and
Customers
5.
6.
7.
Use Real-time Reporting Features that Decrease Time Required to Prepare Reports
8.
Implement an Asset Management System that is integrated with the Help Desk
Software system
9.
Q2.
Primary Goal
The primary goal of the Incident Management process is to restore normal service
operation as quickly as possible and minimize the adverse impact on business operations
of the bank, thus ensuring that the best possible levels of service quality and availability
are maintained for customers accessing the system. Normal service operation is defined
here as service operation within SLA limits.
Scenario : Transfer of funds to wrong account
Objectives
Provide a consistent process to track incidents through the incident
management system that ensures:
Incident is properly routed to corresponding department dealing with ATM
theft cases
Incidents are properly prioritized in categories like High, Medium, Low and
handled in the appropriate sequence
Resolution provided meets the requirements of the SLA for the customer
Customer:
Impact:
Low to high : Depends on the client if a client is an organization then whole organization
is impacted whereas if client is an individual only the client and his or her dependents will
be affected
Incident
An incident is an unplanned interruption to an IT Service or reduction in the Quality of an
IT Service. Failure of any Item, software or hardware, used in the support of a system that
has not yet affected service is also an Incident. For example, the failure of one
component of a redundant high availability configuration is an incident even though it
does not interrupt service. Failure of Fund transfer can occur due to software error or
some human error
The resolution for an incident involves implementing a repair to restore the item to its
original state. In this case the resolution will happen when funds are transferred back to
the correct account
Incident Repository
The Incident Repository is a database containing relevant information about all Incidents
whether they have been resolved or not. General status information along with notes
related to activity should also be maintained in a format that supports standardized
reporting. At OSF ISD, the incident repository is contained within PeopleSoft CRM.
Priority
Priority is determined by utilizing a combination of the incidents impact and severity. For
a full explanation of the determination of priority refer to the paragraph titled Priority
Determination.
Response
Time elapsed between the time the incident is reported and the time it is assigned to an
individual for resolution.
Resolution
Service is restored to a point where the customer can perform their job. In some cases,
this may only be a work around solution until the root cause of the incident is identified
and corrected.
Severity
Severity is determined by how much the user is restricted from performing their work.
There are three grades of severity:
3 - Low - Issue prevents the user from performing a portion of their duties.
2 - Medium - Issue prevents the user from performing critical time sensitive
functions
Metrics
Metric
Process tracking metrics
No. of incidents by type, status, and
customer
Purpose
To determine if incidents are being
processed in reasonable time frame,
frequency of specific types of incidents,
and determine where bottlenecks exist.
Ensure that all incidents received by the Service Desk are recorded in CRM
Prioritize incidents based upon impact to the users and SLA guidelines
Bank
Correct the issue or provide a work around to the customer that will provide
functionality that approximates normal service as closely as possible.
Categorization
The goals of proper categorization are:
For each incident the specific service (as listed in the published Service Catalog) will be
identified. It is critical to establish with the user the specific area of the service being
provided.
In addition, the severity and impact of the incident need to also be established. All
incidents are important to the user, but incidents that affect large groups of personnel or
mission critical functions need to be addressed before those affecting 1 or 2 people.
Process Flow:
Incident Escalation:
Priority
3 - Low
3 business days
Manager
2 - Medium
4 hours
Manager
Manager
Senior Mgmt
1 - High
48 hours
Senior Mgmt
Immediate
Manager
Immediate
Senior Mgt
Escalation Notifications:
Any time a case is escalated, notification will occur to various individuals or groups
depending upon the priority of the incident. Following are basic guidelines for
notifications:
Senior management notification will include CIO, CTO, and all functional
managers. Escalation of a case does not remove the assignment from an
individual. It is up to the manager of the provider group to make certain the right
personnel are assigned. When additional personnel need to be involved, they may
be added as interested parties.
Any time a case is escalated, the case will be updated to reflect the
escalation and the following notifications will be performed by the Service Desk:
Incident Policy
The Incident process should be followed for all incidents covered by an existing service
agreement, regardless of whether the request is eventually managed as a project or
through the Incident process.
Support for or enhancement of existing services identified in existing Service Agreements
requires an Incident case to be opened.
Incidents should be prioritized based upon impact to the customer and the availability of
a workaround.
Incident Ownership remains with the Service Desk! Regardless of where an incident is
referred to during its life, ownership of the incident remains with the Service Desk at all
times. The Service Desk remains responsible for tracking progress, keeping users
informed and ultimately for Incident Closure. ITIL Service Operation
Rules for re-opening incidents - Despite all adequate care, there will be occasions when
incidents recur even though they have been formally closed. If the incident recurs within
one working day then it can be re-opened but that beyond this point a new incident
must be raised, but linked to the previous incident(s).
Q3
Tool 1: TechExcel
Integrates IT services, service desk, operations and development.
Scalable, distributed service teams.
Offers a free 30-day evaluation.
Headquarters: Lafayette, CA
Delivery Model: On-Premise
ITSM Products: TechExcel ServiceWise
Select Customers: First American, The Vantra Group, Sanmina Corporation,
Fujitsu Software, Palomar.
TechExcels Service and Support Management solutions provide enterprises with
total visibility and actionable intelligence for all service desk, asset management
and CRM business processes. The fully integrated service desk solutions support
ITIL best practice methodologies and deliver improved financial performance,
increased management functionality and organizational alignment.
TechExcel ServiceWise is part of TechExcel Service Suite. TechExcel ServiceWise
is a comprehensive help desk and IT service management solution designed to
optimize every aspect of your service and support processes no matter how
simple or complex your business processes may be.
With ServiceWise you are able to automate and streamline IT services and help
desk activities with configurable workflow, process management, email
notification and knowledge base. A powerful web portal facilitates self service,
such as online incident submission, status checks, online conversations and
intuitive knowledge
base searches. ServiceWise gives your IT teams a single, integrated solution for:
help desk incident management, problem escalation and analysis, IT change
management, and optional holistic asset management and service level
agreement modules.
By using point-and-click interfaces it can be easily configured and customized to
suit your business needs. ServiceWise features include:
Tool 2: FrontRange
Tool 3:
BMC Software
Customer Focus:
The typical BMC customer is a large enterprise, institution, manufacturer or
supplier confronted with the task of managing a highly complex and
decentralized IT infrastructure.
Select Customers:
Agfa-Gevaert Group, Dell, IPC Information, Leeds City Council, National
Semiconductor Corporation, Johns Hopkins Bloomberg School of Public Health,
University of Pittsburgh Medical Center, BlueCross BlueShield of Tennessee,
Toyota Motorsport GmbH, Fujitsu.
About BMC
Tool 4: Vivantio
Highlights:
100% web based
Amazingly easy to use
Flexible, competitive pricing
ITIL best practices aligned
Vivantio Technology
100% web-based utilizing Microsoft .Net technologies
Software-as-a-Service (SaaS) or on-site.
Vivantio Highlights
Ease of Use
Vivantio offers industry leading ease of use, with a totally unique interface that
packs in functionality and dramatically lowers training costs.
With the ability to enable only the features you need, Vivantio can be configured
to suit all types of organizations, from individual professionals right up to 100+
seat multi-team enterprise systems, supporting thousands of end users. No
matter what the size of team, the amazingly easy to use interface is quick to
learn and elegantly scales to deliver the power and features needed.
Lower Implementation Time & Cost