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IT Services Transition IT Service Management Working Session. May 4, 2011 | Wednesday | 11:30am – 12:30pm. Introductions Definitions Objectives Consistent Incident / Service Request Escalation Paths Major Incident Communication & Response Consistent and Standardized Problem Report

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it services transition it service management working session

IT Services TransitionIT Service Management Working Session

May 4, 2011 | Wednesday | 11:30am – 12:30pm

agenda
Introductions

Definitions

Objectives

Consistent Incident / Service Request Escalation Paths

Major Incident Communication & Response

Consistent and Standardized Problem Report

Single Published Change Calendar

Next Steps

Agenda

2

definitions established terms
Definitions – Established Terms
  • Incident:
    • An unplanned interruption or reduction in quality of an IT Service.
    • An incident can impact from 1 person up to the entire campus.
  • Service Request:
    • A request from a user for information, advice, access, or a new service.
    • A service request is giving something new, and incident means something has failed (or is about to).
  • Problem:
    • A cause of one or more incidents.
    • Root cause is investigated by the Problem Management Process.
  • Change:
    • The addition, modification or removal of a service, application, or infrastructure component that will affect IT Services.
objectives for this working group
Objectives for this working group
  • Service Request Management Process
    • Document escalation paths for incidents and service requests to/from help desk
  • Incident Management Process
    • Establish a common definition of a major incident
    • Agree to a common “baseline” process (communications, escalations)
    • Create a single “wallet card”
  • Problem Management Process
    • Create a single post incident review form for all major incidents
    • Work towards a consistent review process and distribution list for all major incident reports
  • Change Management Process
    • Establish a single, published, forward schedule of changes
      • Define the mechanisms for adding and updating items on this calendar
    • Identify a liaison(s) between CABs
service request management process
Service Request Management Process
  • Incident / Service Request Escalation Paths
    • How does the help desk escalate to you, how do you respond to the help desk?
    • Driven by the outputs of the BPR Documents developed over the last few weeks in your working groups.
incident management process
Incident Management Process
  • Establish a common definition of a Major Incident:
    • An unplanned interruption or reduction in quality of a core IT Service.
    • A major incident has a significant impact on a large group of customers.
    • Response is typically coordinated by an Incident Manager

What are the best tiers to distinguish between different Major Incidents?

  • Establish a common “baseline” process:
    • Initial alert / status update / resolution communications (internal and external)
    • Documented escalation paths / service owners (Who do I call when…?)ˆ
  • Create a single “wallet card”
    • One list of on-call numbers that spans the organization
problem management process
Problem Management Process
  • Create a single post incident review form for all major incidents
    • Collect any existing reports that you have after a major incident
    • Submit them to the ITSM working group
    • These will be consolidated to a single form that can be used across all groups
  • Work towards a consistent major incident review process and reporting process
    • Establish a timeline of when these reports are submitted, and to whom.
change management process
Change Management Process
  • Establish a single, published, forward schedule of changes
    • Define the mechanisms for adding and updating items on this calendar
    • Define how to determine what changes get added to this calendar
  • Identify liaison(s) between CABs
    • Liaison will attend multiple CAB meetings to represent other CABs.
    • This role will be watchful for places where changes may cause conflict
next steps
Next Steps
  • By the close of business next Monday (5/9):
    • Email samples/templates of any post incident review forms you may have.
    • Submit list of existing major incident and change management contacts you know.
    • Identify any “on-call” lists you may have and forward them.
  • For the next meeting:
    • Review the existing services in your business area:
      • What are the on-call numbers for those services?
      • Is there an expectation of 24x7 availability, or business-hours only?
    • Identify the appropriate resources in your areas to attend these meetings.
    • Coordinate to make sure that your BPR docs are available to Client Svcs.