Implementing ITIL

Problem ManagementJune 14, 2007

Introduction

“The Information Technology Infrastructure Library (ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.”

Introduction

What is ITIL?

Problem Management

Implementation

Questions?

1

What is ITIL?

Introduction

What is ITIL?

Problem Management

Implementation

Questions?

2

What is ITIL?

The basis for the ITIL approach to service management is interrelated activities. When working toward ITIL best practices the organization becomes more customer oriented.

Introduction

What is ITIL?

Problem Management

Implementation

Questions?

3

Problem Management

The goal of Problem Management is to resolve the root cause of incidents and to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Introduction

What is ITIL?

Problem Management

- Goal

Implementation

Questions?

4

Problem Management

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

Implementation

Questions?

5

Problem Management

A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.

A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a Work-around.

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

- Definitions

Implementation

Questions?

6

Problem Management

To identify and take ownership of problems affecting infrastructure and service.

To take steps to reduce the impact of incidents and problems.

To identify the root cause of problems and to initiate activity aimed at establishing workarounds or permanent solutions to these identified problems.

Using recorded problem and incident data, perform trend analysis to predict future problems and enable prioritization of problem management activity.

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

- Definitions

- Objectives

Implementation

Questions?

7

Problem Management

A reduction in the number and business impact of incidents, problems, and known errors.

Improved IT service quality as customers experience fewer repeat incidents.

Increased cost effectiveness of support resources as steps are taken to reduce the time spent by teams in repetitive, time consuming, and costly support tasks.

Increased knowledge capital. Improved organizational learning as accurate

recording of problem management data leads to trending and identification of areas that really require attention.

Increased first time fix rate at the service desk as workarounds can be deployed to increase the speed of service restoration.

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

- Definitions

- Objectives

- Benefits

Implementation

Questions?

8

Problem Management

Problem Control Reactive or Proactive- Concerned with identifying

the real underlying causes of incidents in order to prevent future occurrences.

Three phases:• Problem identification & recording• Problem classification

• Problem investigation & diagnosis

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

- Definitions

- Objectives

- Benefits

- Identifying Problems

Implementation

Questions?

9

Problem Management

Getting at the Root Cause Three types of Causes

Presumptive cause (s): a cause that may be apparent at the beginning of the investigation or that emerges in the data collection process. Needs validation.

Contributing cause (s): a cause that alone would not have caused the problem but is important enough to be recognized as needing corrective action.

Root Cause: the most basic reason for a problem, which, if corrected will prevent recurrence of that problem.

Techniques Ishikawa diagrams (Fishbone) 5 Whys Kepner and Tregoe

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

- Definitions

- Objectives

- Benefits

- Identifying Problems

Implementation

Questions?

10

Problem Management

Error Control Error identification & recording Error assessment Recording the Error resolution Closing the Error and associated problems

Introduction

What is ITIL?

Problem Management

- Goal

- What is Problem Management?

- Definitions

- Objectives

- Benefits

- Identifying Problems

Implementation

Questions?

11

Implementation Business Benefits

More predictable support Improved customer satisfaction Increased productivity because of more reliable services.

Financial Benefits Support costs decline as monies are spent on a more targeted

deliberate fashion where most needed. Employee Benefits

Clearly defined roles and responsibilities Increased IT staff productivity

Innovation Benefits Improved ability to recognize changing trends and the ability to

adapt more quickly. Internal IT Benefits

Improved metrics and reporting Process benefits are repeatable and consistent Improved visibility and reputation of the IT department

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

Questions?

12

Implementation

Strong, efficient Incident Management Process.

ITIL-aligned Problem Management Policies, Processes and Procedures

Dedicated Problem Manager Problem classification categories Problem trend reports Publicized Known Errors Root Cause Analysis skills and culture Support from upper-level management

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

- What do you need?

Questions?

13

Implementation

Number of repeat incidents Number of existing problems Number of existing Known Errors Average time for diagnosis of Problems Average time for resolution of Known

Errors Number of open Problems Number of open Known Errors Number of repeat Problems

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

- What do you need?

- Key Performance Indicators

Questions?

14

Implementation

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

- What do you need?

- Key Performance Indicators

- How did Kelly do it?

Questions?

Step 1: Identification of a Core Team: Approve the process project’s scope, objectives, risks,

budget & resources. Approve the project strategies and approach. Ensure the process implementations are all mutually

supporting and support the ITIL program objectives.

Step 2: Determination of Scope: Kelly Service’s decided to implement all modules within

the Service Support and Service Delivery sections. Service Support

• Configuration Management, Change Management, Release Management, Incident Management, Problem Management, Service Desk.

Service Delivery• Service Level Management, Financial Management,

Capacity Management, IT Service Continuity, Availability Management

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Implementation

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

- What do you need?

- Key Performance Indicators

- How did Kelly do it?

Questions?

16

Implementation

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

- What do you need?

- Key Performance Indicators

- How did Kelly do it?

Questions?

Identification of a project team, process owner, and process manager.

Regular meetings to engineer process and implementation strategy for the organization.

Define the roles of Problem Manager and Problem Analyst(s).

Select the methods to be used for root cause analysis.

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Implementation

Introduction

What is ITIL?

Problem Management

Implementation

- Benefits

- What do you need?

- Key Performance Indicators

- How did Kelly do it?

Questions?

Phased rollout of new processes: Phase I

Educate staff, get them excited, let them know what we plan to do and why.

Phase II Start small – implement a portion of the new

process first. Let it start to become “natural”. Begin with reactive problem management before beginning proactive monitoring.

Focus on process compliance first – efficiency and quality will come with time.

Phase III Increase the scope to include the full process

changes. Work to improve quality and efficiency of the

processes.

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Questions?

Introduction

What is ITIL?

Problem Management

Implementation

Questions?