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Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD

Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD 29 October 2009. Technical Areas. Service Catalogue External services Components Incident management for all services Components categorisation Support groups Assignment rules. Dictionary .

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Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD

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  1. Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD 29 October 2009

  2. Technical Areas • Service Catalogue • External services • Components • Incident management for all services • Components categorisation • Support groups • Assignment rules 2

  3. Dictionary • Service area – e.g. databases, storage • Customer services – e.g. file system, Administrative databases • Service components – e.g. AFS, Application server • Service components operational categorisation • Support groups • Service owners, Service managers 3

  4. Service Request Management and Service Desk Tools from the BMC Suite 4

  5. Technical Areas • Service Catalogue • External services • Components 5

  6. Service Request Management (end user interface) Service Catalogue / Service Areas - Search by keywords - Filter by a service area Menus for the most frequently used user actions • Shortcuts to the recently most used services • Quick picks – ex. the generic “Service Desk” Service s and components are organised in an hierarchical structure Miscellaneous non-request related actions 6

  7. Service Request Management (end user interface) Service Catalogue / Customer Services Service Catalogue / User Facing Components 7

  8. Technical Areas • Service Catalogue • External services • Components • Incident management for all services • Components categorisation • Support groups • Assignment rules 8

  9. From PRMS to RITS just TOP 10 • Selection from • Service Catalog • OS Installation • Linux • License request • Troubleshooting • Windows • …… • Categorization • 3-4 tier • Assignee • 1/2/3 level Current system: necessary review of categorization and mailfeeds IT Service Oriented Support. Future changes in the policy and tools NEW 9

  10. PRMS ticket creation • InITIL terminology PRMS serves incidents and requests 10

  11. PRMS ticket categorisation • Purpose of the PRMS categorization • To determine the assignee group • To classify the ticket in the proper function of all the functions the assignee group manages • To assist the assignee group manager to make statistics in order to determine the mostly requested functions of his group 11

  12. PRMS ticket categorisation • The categorisation is predefined and managed by the PRMS domain managers • E.g. IT Services – Dore, Cremel, Horvath, Dalemare, Toteva, Fedorko • Has to be done by the service managers 12

  13. RITS Incident Creation 13

  14. RITS Incident categorisation(support staff view) • Purpose of the RITS incident categorization • The same as the PRMS ticket categorization 14

  15. From PRMS To RITS 15

  16. Technical Areas • Service Catalogue • External services • Components • Incident management for all services • Components categorization • Support groups • Assignment rules 16

  17. PRMS Support Group • Today, some support groups do not have an owner • Has to be the service manager Domain Group name Support people Support group owner 17

  18. RITS Support Group Domain Group name Support people Support person availability Support group owner 18

  19. RITS Support Group Domain Group name Support level of this group 19

  20. From PRMS To RITS 20

  21. Technical Areas • Service Catalogue • External services • Components • Incident management for all services • Components categorisation • Support groups • Assignment rules 21

  22. PRMS assignment rules • Purpose of the PRMS assignment rules • Automatically or manually a ticket is categorised • The support group that is responsible for the function is automatically assigned • If there is a default assignee in the support group (shift mechanism), the default assignee is also automatically filled in 22

  23. PRMS assignment rules • The second level support is inherited • ELFms support group is the second level support for the whole “ELFms” categorisation chain 23

  24. RITS assignment rules • Automatically or manually a ticket is categorised • The support group that is responsible for the function is automatically assigned • If there is a default assignee in the support group (by assignment mechanism), the default assignee is also automatically filled in 24

  25. RITS assignment rules • A support group is responsible for incidents categorised in the given categorisation • And all incidents with more precise categorisation that the defined one • Ex. “ELFms” -> “General” • unless…. 25

  26. RITS assignment rules • A more specific assignment rule is defined • Ex. “ELFms” -> “CDB”-> “ACL” • The assignment rules are in the responsibility of the service managers 26

  27. Suggestion • Suggestion • Service managers can manage the support groups outside of the system in the e-groups • E-group name format for a support group rits-$operational_category1-level2-[$operational_category2-$operational_category3]] Example: rits-ELFms-level2 rits-ELFms-level3-CDB-ACL 27

  28. From service catalogue to incident creation 28

  29. From service catalogue to incident • Service managers have to define the mapping between a service component and incident categorisation • During this process they can also define • Service work around time • Specific questions that the end user has to answer at the moment he/she requests the service • etc. 29

  30. What do we need • We have to create together with the service managers the RITS incident categorisation • Currently we have 456 active PRMS items in the IT Services domain only • https://remedy01.cern.ch/cgi-bin/categories-active#IT Services • We ask the service managers to revise the PRMS categorisations which exist • Suppress the obsolete categorisations • Create new ones if needed • Modify the current ones • Think of the incident categorisation as being derived from the service components you expose to the users in the service catalogue 30

  31. What do we need - II • Service managers have to create the support groups (e-groups) according to the convention • We will automatically synchronize all the support egroups which names start with RITS and correspond to the described pattern • The support group • The support people (from the e-groups members) • The assignment rule (extracted from the pattern) • Service managers have to create the definition of the service components • We will make a tutorial for this purpose 31

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