Yhteys2009

Business is evolving, you should too.

Helsinki, Tampere, Turku, Tukholma, Göteborg | www.tieturi.fi

Yhteys 2009: Parhaat käytännöt -parempi Service Desk!

Ben Kalland, Tieturi

Tieturi - Accredited Training Provider by EXIN

2ITILV3F-4.2.2

Tieturi is officially accredited as Accredited Training Provider by EXIN, the Examination Institute for Information Science

ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.The Swirl logo™ is a Trade Mark of the Office of Government Commerce.

ITIL ?

Service Strategy (SS)Service Design (SD)Service Transition (ST)Service Operation (SO)Continual Service Improvement (CSI)

3ITILV3F-4.2.2

ISO 20000 ?

4ITILV3F-4.2.2

COBIT ?

5

based on

requirements information

implemented withaudite

d with

broken down into

measu

red by

audited with

controlled by

derivedfrom

for maturityfor o

utco

me

for pe

rform

ance

perform

ed by

IT Governance Institute – COBIT 4.1 Executive Overview, 2007

Parhaat käytännöt?

• mitä on pakko tehdä?

• mitä kaikki muut tekevät?

• mikä on paras käytäntö?

6ITILV3F-4.2.2

Prosessi

Prosessintarvitsemaatietoa

Lopputulos

Prosessin mittaaminen

Prosessi

Liipaisu

Aktiviteetti 1

Asiakas

Muut prosessit

Aktiviteetti 2

Aktiviteetti 3

7

ProsessimalliProsessin johtaminen

Prosessindokumentointi

Prosessi-palaute

Prosessintavoitteet

Prosessinomistaja

Prosessin edellytykset

Prosessi

ProsessinInput

ProsessinOutput

Prosessinresurssit

Prosessiosaaminen

Prosessinaktiviteetit

Prosessintyöohjeita

ProsessinroolitProsessin

Mittarit Prosessinparantaminen

raportit

Liipaisu

Prosessinproseduurit

Service Management

8

Prosessin kehittäminen

What is the vision?

Where do we wantto be?

How do we get there?

Did we get there?

Where are we now?

How do we keepthe momentum going?

Service & processimprovement

Measurabletargets

Baselineassessments

Measurements &metrics

Business vision,mission, goals and

objectives

9ITILV3F-4.2.2

Prosessin kypsyystaso

1.Initial---------------------

Undefined processesReactive, unplanned

2. Repeatable---------------------Defined processes

Reactive, unplanned

3. Defined---------------------Defined processesRegular, planned

4. Managed---------------------

Measured processesProactive

5. Optmised---------------------Learning, adjusting

proactive

IT Governance Maturity Level 2003-2007

11

IT Governance Global Status Report 2008, IT Governance Institute

ITIL Incident Management

No

No

End

No

No

From Event Mgmt From Web Interface User Phone Call Email Technical Staff

Incident Identification

Incident Logging

Incident Categorization

Service Request?Yes

Incident Prioritization

To Request Fulfilment

Major Incident ProcedureYes

Major Incident?

Initial Diagnosis

Yes Functional Escalation 2/3 Level

Yes Functional Escalation Needed?

Investigation & Diagnosis

Resolution and Recovery

Hierarchic Escalation Needed?

YesManagement Escalation

Incident Closure

12ITILV3F-4.2.2

Cobit: Manage Service Desk

ISO 20 000 - Incident Management

• All incidents shall be recorded• Procedures shall define recording, prioritization, business impact,

classification, escalation and formal closure of all incidents• The customer shall be kept informed of the progress of their reported

incident• Staff involved in incident management shall have access to relevant

information such as known errors, problem resolutions and CMDB• Major incidents shall be classified and managed according to a process• Priority should be based on impact and urgency

Tieturin prosessityökalu

• Yhdistetty COBITitsta, ITIListä, ISO 20 000 :sta• Jokaisesta tärkeimmät vaatimukset• Yksinkertainen, nopea, suoraviivainen• Kypsyysarvio kymmenessä minuutissa• Perustaso, baseline• Apu prosessien kehittämiseen

Lisätietoja:

Ben KallandITIL Expert, CobiT, ISO20000 certifiedAkkreditoitu ITIL kouluttaja, konsultti

[email protected]

Tieturi Oy, HTC Santa MariaTammasaarenkatu 500180 HELSINKIwww.tieturi.fi/itil