ITIL Information Information Technology Technology Infrastructure Infrastructure Library Library ISD Division ISD Division Office of State Finance Office of State Finance
ITIL Information Technology Infrastructure Library ISD Division Office of State Finance.
Mar 31, 2015
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ITIL
Information Information Technology Technology
Infrastructure Infrastructure LibraryLibrary
ISD DivisionISD Division
Office of State FinanceOffice of State Finance
Office of State Finance
ITIL Training
Contents
ITIL Terminology
OSF’s Service Portfolio
OSF’s Service Catalog
Service Catalog Request Process
ITIL and OSF’s Strategic Plans
Office of State Finance
ITIL Training
Contents
ITIL and OSF’s Strategic Plans
Office of State Finance
ITIL Training
Diagram
ISD MissionISD Mission
Information Services Division will provide Oklahoma state agencies with quality, cost effective, and secure Information Technology and Telecommunications products and services.
Office of State Finance
ITIL Training
Diagram
Implement a strategic framework (ITIL) that brings together the technology, people, and processes to increase effectiveness, reduce costs, increase productivity, and optimize current services.
Provide a roadmap to improved customer satisfaction with IT services, better communication and information flows between IT staff and customers, and reduced costs in developing procedures and practices within ISD
ITIL VisionITIL Vision
Office of State Finance
ITIL Training
Diagram
How are ITIL and our mission connected? In simple terms, ITIL will allow us to complete the mission by providing a framework for new services, offering current services to the customer, and optimizing services through continual improvement.
The ITIL framework will allow us to interact with other vendors and other agencies in predefined terms. ITIL simplifies our apples to apples communications as well as removes whole hosts of potential communication gaps.
Why ITIL?Why ITIL?
Timeline….Office of State Finance
ITIL Training
Service Catalog Development
Service Catalog Request Process Designed and implemented
CRM 9.x ITIL Installation
Incident Management
Problem Management
Customer Dashboards
ISD Management Dashboards
Full Customer database on-line.
Customer SLA DashboardAvailability Management
CMS / CMDB implementation
ISD Staff Dashboards
Capacity Management
Event Management
Access Management
Tool Tool DependentDependent
But this isn’t all there is to ISD’s ITIL. As our agency matures But this isn’t all there is to ISD’s ITIL. As our agency matures we’ll implement additional components of the ITIL framework.we’ll implement additional components of the ITIL framework.
Completed in 2009 -2010Completed in 2009 -2010
Application Service Request Management
Office of State Finance
ITIL Training
Contents
ITIL Terminology
ITIL and OSF’s Strategic Plans
Office of State Finance
ITIL Training
ITIL Terminology
ITILITILITILITIL
InformationInformation TechnologyTechnology InfrastructureInfrastructure LibraryLibrary
Office of State Finance
ITIL Training
ITIL Terminology
ITIL v3 LibraryITIL v3 LibraryITIL v3 LibraryITIL v3 Library
The first three are primarily concerned with bringing new or improved services to the service catalog.
Service Service StrategyStrategy
Service Service DesignDesign
Service Service TransitionTransition
Service Service OperationOperation
Continual Continual Service Service
ImprovementImprovement
Operation and CSI are concerned with service delivery and optimization of current services.
Office of State Finance
ITIL Training
ITIL Terminology
Service StrategyService StrategyService StrategyService Strategy
Service Strategy defines ISD’s high-level approach to offering services to our customers. It drives our service offerings and envisions our future service offerings
Service Service StrategyStrategy
Office of State Finance
ITIL Training
ITIL Terminology
Service DesignService DesignService DesignService Design
Service Design is where new or modified services are developed. Here we collect service requirements, alternate suppliers, design service solutions, and integrate the service into our offerings.
Service Service DesignDesign
Office of State Finance
ITIL Training
ITIL Terminology
Service TransitionService TransitionService TransitionService Transition
Service Transition takes the newly designed service and makes it ready for operation. This involves any Change Requests.
Service Service TransitionTransition
Office of State Finance
ITIL Training
ITIL Terminology
Service OperationService OperationService OperationService Operation
Service Operation: The service is now available for customer use. It will be monitored by our staff to evaluate suggested changes for optimal performance – Continual Service Improvement
Service Service OperationOperation
Continual Continual Service Service
ImprovementImprovement
Office of State Finance
ITIL Training
ITIL Terminology
Service OperationService OperationService OperationService Operation
Continual Service Improvement: The process where recommendations are submitted to the Strategy team or the Design team for consideration.
Office of State Finance
ITIL Training
ITIL Service
Service LifecycleContinual Continual Service Service
ImprovementImprovement
Service Service OperationsOperations Service Service
TransitionTransition
ServiceServiceDesignDesign
Service Service StrategyStrategy
Service Strategy, Design, and Transition are where the we define new services and retire old services no longer offered. We do testing and make all changes required here.
Service Operation and CSI are where we deliver those services to our customers and make recommendations for improvements to Service Strategy staff.
Office of State Finance
ITIL Training
Where Items fit in the Lifecycle…
Service LifecycleContinual Continual Service Service
ImprovementImprovement
Service Service OperationsOperations Service Service
TransitionTransition
ServiceServiceDesignDesign
Service Service StrategyStrategy
Service Catalog development , Dashboards creation, CRM configuration, Application Development, Fit Gaps, Testing, etc.
Incident Management, Problem Management, Service Request, Service Catalog Requests, Service Desk and Satisfaction Surveys.
Office of State Finance
ITIL Training
Terms (Service Operations)
Something is broken or about to break.
Repair as quickly as possible.
Open incidents are measured against SLAs.
Highest Priority
IncidentIncident
Underlying “root-cause.”
Remains open until underlying issue is resolved.
Open Problems are not measured against SLAs.
Creates “work-arounds.”
ProblemProblem
Routine pleas for help – but nothing is broken. These include items like “can you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will you reset my password.”
Service RequestService Request
Office of State Finance
ITIL Training
Terms (Service Operations)
The individual responsible for ensuring repairs are made as quickly as possible. This staff also ensure cases are logged into CRM are worked, annotated, and resolved with all due haste. OSF has designated the Service Desk Manager for this role.
Incident Manager Incident Manager
ITIL recognizes three types “Desks” – a Call center, a Help Desk, and a Service Desk. The primary delineation between the latter two is: Help Desk provides technical incident support and a Service Desk provides that as well as Service Request support.
Service DeskService Desk
Staff member responsible for ISD’s root-cause analysis. OSF has designated the QA Manager for this role.
Problem ManagerProblem Manager
Office of State Finance
ITIL Training
Terms (Service Operations)
The Process Owner’s responsibilities include sponsorship, design, Change Management and continual improvement of the Process and its Metrics.
Process OwnerProcess Owner
You. Well, actually the various members of OSF who have technical knowledge or institutional knowledge that will aid in both client discovery and then in the implementation of the service..
Service Delivery Service Delivery TeamTeam
Hands-on, responsible for the planning and coordinating activities of the process including:
MonitoringReportingSupporting the process owner
Process ManagerProcess Manager
Office of State Finance
ITIL Training
Terms (Service Operations)
Service Agreement
An contractual agreement between with our customers outlining the services we guarantee to provide. It may also include restrictive covenants, dispute resolutions, and additional clauses.
SASA
Operating Level
An internal agreement between departments within OSF (as well as with our contracted vendors.) OLAs ensure internal accountability within our specialty teams by establishing expectations between support teams.
OLAOLA
Service Level Agreement
An SLA is the contractual service agreement we have with our customers. It guarantees minimum performance criteria as well as remedial action should our service fall below that level.
SLASLA
Other Terms You’ll HearOffice of State Finance
ITIL Training
A RACI chart is a straightforward responsibility matrix detailing each processes tasks and each task’s shareholders and their respective involvement. RACI stands for:
R : ResponsibleA : AccountableC : Consulted I : Informed
RACI Charts will be important in our SA, SLA, OLA, and Statements of Work. They help insure the right staff are appropriately involved at the right moments.
Office of State Finance
ITIL Training
Contents
ITIL Terminology
OSF’s Service Portfolio
ITIL and OSF’s Strategic Plans
DashboardsDashboardsDashboardsDashboards
Office of State Finance
ITIL TrainingITIL Training
Service Portfolio
Service PortfolioService PortfolioService PortfolioService Portfolio
Retired Services
Services Catalog
Technical Requirements
Service CatalogService CatalogService CatalogService Catalog
Pipeline (Opportunity Map)
OSF Services offered on Web
Office of State Finance
ITIL Training
Dashboards
OLAs and CRM OLAs and CRM StatisticsStatistics
Service Adoption, Service Adoption, SLA, Incident / SLA, Incident / Problem RatesProblem Rates
Phase I - Customer Phase I - Customer Services DatabaseServices Database
Phase I - Service CatalogPhase I - Service CatalogPhase II - Phase II - SLASLA
Phase III – Phase III – Employee overview Employee overview
of Case and OLA of Case and OLA statistics.statistics.
Ok.GovOk.Gov
Customer Customer ViewView
ISD ISD Management Management
ViewsViews
OSF Staff OSF Staff ViewView
Database Database and and
Dashboard Dashboard applicationsapplications
Service Service Catalog,SLAsCatalog,SLAs
Office of State Finance
ITIL Training
Contents
ITIL Terminology
OSF’s Service Portfolio
OSF’s Service Catalog
ITIL and OSF’s Strategic Plans
Office of State Finance
ITIL Training
What’s in the Catalog
Define Service What services do we
offer? (Email Services, Hosting
Services, Blackberry, Centralized Payroll)
AvailabilityWhen is this service
available? (24x7x365. M-F 8-5)
Customer Benefit
What benefit is this to to the customer? How does it help their Core
Business?
CostWhat does it cost the
customer?
BundlingCan this be bundled?
MarketWho may order this
service?
Why OSFWhy should the
customer order this from OSF rather than a
3rd party?
The Catalog FormOffice of State Finance
ITIL Training
Service Catalog
• After extensive work with ISD’s internal departments, we developed an online service catalog detailing out all the available services ISD offers.•The catalog is visible to the public as well as the agencies.•While we described the service, we do not list pricing on the screen.•In upcoming months, we’ll use the catalog to create a shopping cart – allowing an agency to select their services on line.
Customer DatabaseOffice of State Finance
ITIL Training
Customer Database
•When an agency subscribes to services we offer, their information is added to the Agency Services Database.•This database is visible to the agency and to the public.•It will be the spring board for billing and SLA automation.•Used by the Service Desk for service verification.
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