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Service Management for CERN GS & IT
Page 2
Service Management: WHAT
Our Goals:
One Service Desk for CERN (one number to ring, one place to go, 24/7 coverage)
Standard Processes for all Service Providers at CERN (one behavior)
Services defined from a User’s point of view
Services easy to find by everybody, without knowledge of CERN internal structures
Service and process quality measurable
Improved collaboration over the borders of sections, groups and even departments
Automation of all known procedures
Framework for continuous improvement in the fields of efficiency and effectiveness
Page 3
Service Management: HOW
How is this project implementing Service Management?
1. Use existing best practiceWe use the ITIL V3 framework, but
1. PRAGMATIC (only take what is useful; leave the rest for later )
2. NO BUREAUCRACY
2. Use external expert help (NCC)3. Start with reduced scope
• IT and GS• 2 Processes (out of 24). Incident management
and Request Fulfilment.Then grow and improve (once we have proof it
works)
Page 4
Service Management: Why, and Why now
CERN transition from construction to operation
Increasing number of users (practically doubled in last decade)
Reduced resources (Staff down with 30% in same period)
New management team arrived 2009 (changes every 5 years)
Increasing awareness of weaknesses in service structure/culture
Increasing awareness of best practice (ITIL-V3)
Window of Opportunity
Page 5
Service Management: No structure No process
?
Users (Institutes Experiments)
Administrative Users
Technical Expert Users
High level experts in all areas Functional “elements” scattered around Different types of users with different interests No comprehensible communication framework No structured service offering No central contact point to find what you need
Page 6
Service Management: How to put it all together ?
Page 7
Service Management: Service Structure
Customer Services & Service Elements
From the user‘s point of view Different for different types of users Combination of functional elements to provide a complete functionality for users New „Service Owner“ Roles representing Services Related to users
Page 8
Service Management: Functional Structure
Functional Services Nothing new Lists all technical services, activities & functions
E.g. „Mailing Infrastructure“, „Technical Network“ or „Service Desk 1st Line“
Group and Section leaders in charge of all quality and resource related topics
Related to „support groups“ – groups of experts that perform 2nd and 3rd line support
Page 9
Service Management: 2 dimentaional Service Catalogue
Page 10
Service Management: Portal
Page 11
Service Management: Incident and Request process
Page 12
Service Management: Service Desk
The Service Desk is placed at the 2nd floor of Building 55
It covers all Services mentioned in the Service Catalogue
A Service Counter for users and a SMoD for special treatment of special users is installed
The CERN Service Desk
Page 13
Service Desk1st line support
Service Counter1st line support
IT 2
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IT 3
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GS
2nd li
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…
Service Manager On
Duty
(SMOD)Service Desk
Manager (SDM)
Support Contract Manager
(SCM)
Users
SERCO:
CERN:
Dep
t X 2
nd li
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uppo
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Dep
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Service Management: Service Desk
Opening hours 07:30 – 18:30Building 55 second floor
Page 14
Service Management: Structure & Process
Introduction of a customer service desk
Users in Projects and Experiments
Administrative Users
Expert Users
Service Web Portal
Service Desk
Process
Page 15
Service Management: Service Desk Local Support
Does not have to replace local 1st line support
Offers Support for every User
Measured Quality Control
Solution, Answer or Dispatching
Integration in new Processes
Supported by new configured Tool
Page 16
Service Management: Roles
Services
functions
FunctionalService Manager
Service Owner
User
Use
Service ManagerOn Duty
Assistance
Monitors
Is reponsible
Service Desk
Service Desk Manager
SupportSupervises
Customer
Represented
SupportGroups
Provides Support
Page 17
Service Management: Tool Selection
40 Tools evaluated in the pre-selection phase
6 Tools evaluated in detail
2 Tools in the final competition
Tool bought
Considered: Process Requirements Measurement Requirements Technical Requirements Interface Requirements Future Use Requirements
Tool
Manufacturer
ProviderMain Category
Sub-categoryHigh-level Criteria
Weight ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
Additional comments
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
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ion/ programm
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ion/ programm
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ion/ programm
ScoreConfigurat
ion/ programm
ScoreConfigurat
ion/ programm
Individual elementsCurrent Process Requirements
35 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Future Use Requirements10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Interface Requirements15 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Technical Requirements (requirements that are not applicable can be ignored)10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Measurement Requirements5 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Reporting Requirements5 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Hosting schemes (no impact final score, as one or more of these schemes are always present)0 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Licence Model and costs (Info to be provided in cost and comments column)10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
General Quality Factors10 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
100 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 - 0 -
Preselection criteria % of scoreCustomer experience 20Implementation effort (feasible roll out within 4 months) 15Provider's viability and completeness of vision 15Native relevant ITIL best-practice content 10Fully Web 2.0 based (Back offi ce & Portal) 10Technology Stack Compatability 10Product Design Quality & Maturity 20
100http://www.itsmportal.com/tools?searchtext=service%20management&action=search&op=Search&form_build_id=form-963bb6a68bcce30357e7bd0ba6c94292&form_id=querytools_form
Pink Verify 2.0 toolsets (ITIL V2) yes YES YES yes YES yesPink Verify 3.0 toolsets YES 2009 release YES Remedy 7.0 YES NO yes YES 2.0 YES 9.0 YES Footprint YES YES YES SERVICE-MANAGFEMENT 7.0 YES YES YES YES YES YESPink Verify 3.1 toolsets YES Service-manager 7.1 YES SERVICE DESK 4
0.90 0.90 0.90 2.10 1.80 2.10 0.90
TopDesk Help Desk Service Desk Service Desk helpLine Service Desk Assyst 7.5
2.40 2.40 2.90 2.10 0.90 0.90 1.50 1.80 0.90 2.10 2.10 2.10 2.70 2.10 2.10 0.90
20 /20 e-Service Desk SupportDesk ITSM SMI Suite Service Management Suite ITSM Help DeskService Manager ExpertDesk Service Desk Service Manager 7 Tivoli Valuemation POB Service Management Service Desk ManagerOmnitracker Service Desk plus Easy Vista OTRS ITSM S-BPM Suite TrackIT TicketXpert Incident MonitorService Now Remedy
Future Use Requirements - Score (10% of overall score)
TOTAL SCORE
44.56
3243
3.00
4455
315
Current Process Requirements - Score (35% of overall score)
Interface Requirements - Score (15% of overall score)
Service Desk Express iET ITSM
33
333
535
533
35
33
44
244 3
4
Assyst 7.5
Axios Systems
0033 03 0 3 0 0 33 3 3 0 5 0
MSM iWise
3 3 3 0 5 35 53 4 3 33 3 0 3 33 0 3 0 3 03 0 3 0 0 03 3 0 0 033 3 3
0 33 0 0 0 0 30 3 3 3 3 35 3 0 0 0 00 04 3 3 34 2 1 3
LAN Desk helpLine EasitiNet TopDesk Nilex Naumen
Numara isonet Monitor 24 - 7 inc.
Fritz & MaciolPriox EpicorSunrise Marvel InfraWise ICCM House on the Hill WestburyHP IBM USU Wendia Cherwell CA
Service Desk helpLine Service Desk
service-now.com BMC BMC iET Solutions Omninet Manage Engine Staff & Line
Service Management Suite ITSM Help Desk TopDesk Help Desk Service Desk20 /20 MSM iWise e-Service Desk SupportDesk ITSM SMI SuiteService Manager 7 Tivoli Valuemation POB Service Management Service Desk ManagerTicketXpert Incident Monitor Service Manager ExpertDesk
Dow
nselect
Service Desk
Livetime Mansystems
Matrix 42
OTRS ITSM S-BPM Suite TrackITService Now Remedy Service Desk Express iET ITSM Omnitracker Service Desk plus Easy Vista
jcom1
Aspediens IT Concepts IT Concepts Fritz & Maciol
OTRS Frontrange
Legend:"Score": Rating from 0 (feature not available, not programmable) to 5 (full functionality provided out of the box, no extra effort required)."Configuration/programming effort": Optional field for defining customization/programming effort. Values entered here will be used mainly for detailed distinction in case of undecision."Additional comments": Optional field for additional helpful comments aimed at progressing tool selection.Overall score is determined by multiplying Weight and out-of-the-box rating; a 0 rating for a "Must-have" feature leads to automatic failure.Definition of Weight values : 5=must have, 3=should have, 1=nice to haveScore values: 5 = Out of the box, 4 = customisation/configuration, 3= scripting, 2=minor programming, 1=application programming 0=not possible, Effort in mandays
55
Technical Requirements (requirements that are not applicable can be ignored) - Score (10% of overall score)
Measurement Requirements - Score (5% of overall score)
Reporting Requirements - Score (5% of overall score)
Hosting schemes (no impact final score, as one or more of these schemes are always present) - Score (0% of overall score)
Licence Model and costs (Info to be provided in cost and comments column) - Score (10% of overall score)
General Quality Factors - Score (10% of overall score)
3.953.4042454554
4.10 2.00
3334
3.90
1533
3.40
5 35 05 35 13 0
1.80 2.57 2.70 3.50 3.65 3.60 3.00
3 3 3 5 4 5 30
5
TOTAL SCORE33 3 3 3
1 0 0 3 5 5 33 3 4
Page 18
• Functional Coverage
• Architecture• Flexibility• 100% Web
Based• SAAS
Service Management: Tool = SERVICE-NOW.COM
Page 19
Service Management: Integration
Service-Now is a Service Management toolset
It is NOT a replacement for: EDH, D7i , EDMS, GGUS, LANDB, or any other CERN used tool that is there for an other
specific need.
Interfacing will be provided with those tools, for examples: EDH will be used to manage all that is already in there AIS-Roles to manage privileges in the tool Interfaces to GGUS and D7i to create tickets in/from these
Existing EMAIL feeds that now go to Remedy will be routed to Service-Now Remedy PRMS will be phased out
Page 20
Service Management: Concluding remarks
CERN in the LHC era:
Service Management project is well underway with the basic infrastructure soon in place.
Good interdepartmental collaboration GS and IT with HR and FP coming on-line.
Users expect solutions – not to be confronted with possible internal details.
Project is a major objective of the management of CERN to ensure that the different communities at CERN get the best service possible within the resource constraints of today and tomorrow.
Page 21
LIVE DEMO
Live instance of the CERN Service-Now system Running in Geneva accessed over the web. Demo on the TRANING version of the tool / production version 1th of February
Configuration allows to impersonate users
Will show examples of: Service catalogue Incident management Request fulfillment
Will show the new public Service portal Navigation Create an incident from here
Page 22
Please visit our websitehttps://cern.ch/services
Questions?
Mats MollerReinoud MartensOlaf van der Vossen
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