Section 1 - Establish the Customer’s Baseline
Give the need to evaluate a customers environment, analyze the technical environment including networking, hardware, software and security, so the customers environment has been evaluated.
With emphasis on performing the following tasks:
Determine size of environment (servers, locations, etc).
Determine which operating systems are being used.
Determine which 3rd party products are in use (database, application servers, etc).
Determine which authentication and security protocols are in use.
Determine what hardware is in use and available for future expansion.
Determine the number of assets to be managed.
Give the need to understand the customer environment, analyze other third party applications the customer has including ERP applications like SAP, Oracle, Seibel, PeopleSoft, or home grown application; IT Governance application, IT Monitoring application, IT application development application, IT asset discovery application for ITAM/ITSM; Maintenance and enterprise asset management application for EAM, so that the current solution is identified and a migration or integration path is identified.
With emphasis on performing the following tasks:
Determine the application currently in use.
Determine weakness or pain the customer has with their current application.
Determine how the current application is integrated with other applications.
Determine if the customer wants to migrate to a new system.
Determine if they plan to include any other application into the system.
Give the need to understand how best to position IBM solution to the customer, the solution advisor should analyze the competitive products that the customer is picking and the reason behind it.. This will help understand customer’s budget and the mindset customer has towards IBM, so that the IBM solution is appropriately based on customer requirements and competition.
With emphasis on performing the following tasks:
Section 2 - Evaluate the Customer’s People and Processes
Give a list of the customer’s documented business processes, identify the key areas of the processes that relate to IT and Enterprise Asset Management so that the customer’s current business processes have been assessed and any gaps have been identified.
With emphasis on performing the following tasks:
Obtain list of customer business processes.
Interview key contacts to gather information about each process.
Attain a full understanding of all the steps of the processes.
Determine objectives of each process.
Determine risks within the process.
Determine key controls used within the process.
Create process flowchart maps.
Identify value-adding and non-value-adding activities.
Evaluate for improvements using IBM or 3rd party technology that is flexible and fully supportive of business process objectives.
Give a customer contact, obtain a description of the IT and business organizational structure and create a document that represents the organizational structure within an ITIL framework of the customers environment so that the IT and business organizational structures and individuals assigned are documented.
With emphasis on performing the following tasks:
Request IT and business organizational structure information from customer.
Process information received.
Determine who performs these roles for ITIL Services Support.
1st Level Support
2nd Level Support
3rd Level Support
Incident Manager
Problem Manager
Change Manager
Release Manager
Configuration Manager
Determine who performs the roles within ITIL Service Delivery.
Service Level Manager
Availability Manager
Capacity Manager
IT Service Continuity Manager
Financial Manager
Determine who in the organization forms the ITIL Bodies.
Change Advisory Board (CAB)
Emergency Committee (EC)
Determine who performs the following roles outside of IT Service Management.
Applications Manager
Infrastructure Manager
Test and QA Manager
Determine who performs the ITIL Roles on the Customer Business Side.
Client or Contract Manager
Users
Compile the results of the processed information.
Create document that represents the IT and business organizational structures within the customer environment.
Give a list of key decision makers, interview key decision makers and compile the customer’s Asset Management requirements so that a document is created containing the customer’s business and desired Asset Management objects, goals and current pains.
With emphasis on performing the following tasks:
Determine the customers Vision, mission and values — Organizations begin with a vision, where the organization is going which is derived from customer needs. It provides strategic planning which produces the goals and objectives.
Determine the customers Goals & Objectives in relation to IT and Enterprise Asset Management: Management defines financial targets for the organization and sets goals for other issues, ranging from product development, market expansion to productivity targets. Objectives are specific, quantifiable one-year targets. Goals are four- to five-year milestones against which to measure progress. Possible goals and objectives are:
Reduce the cost of doing business.
Increase our profitability.
Convert our business processes to an ITIL framework.
The goals should be tangible and have measurable metrics that can be used to inform and guide you and let you know when you’ve achieved your goal.
Determine what are your customer’s problems, what is not working or what could be working better for the customer. Determine the problem that needs to be solved.
#I cannot identify individual components for a product.
#What is the user trying to do?
#What information about the components is being sought, and for what purpose?
Determine the customers core competencies, and then use them as a stepping stone to help determine how you can best leverage the IBM solutions.
Determine how much change will be required. Their organization will need to move ahead with a solution to relieve their pain, what processes, systems and applications will be affected.
Document the customers short term objectives, long term goals and areas of pain.
Section 3 - IT Asset and Service Management
Give the need to propose an IBM solution design, have working knowledge of the core products and familiarity with related Tivoli operational management products, so the client understands the breadth and depth of the capabilities and reach of the Tivoli portfolio.
With emphasis on performing the following tasks:
Asset Management for IT: Asset Management for IT is a suite of products (each product sold individually), that allows organizations to gain control of all IT assets across the enterprise.
The Asset Management for IT portfolio can manage hardware and software assets through the IT Asset Management lifecycle from planning through retirement. Managing the lifecycle with the AM for IT portfolio results in aligning IT with your company’s strategy, cost savings, improved business processes, helps ensure compliance and delivers an effective ROI.
Plan : The Plan Phase is where a company formulates a budget and an associated schedule for hardware and software acquisitions. The technology refresh cycle indicates when existing assets will need to be replaced based on company policy. Stock rooms are used to keep spares and check inventory before a purchase is made.
Acquire: The Acquire Phase is where the asset gets purchased and created in the application. A PO approval process should be in place to expedite and control purchasing. Assets can be created from a PO, receipt of an asset into inventory or directly from a vendor.
Deploy: The Deploy Phase is where assets are assigned either to an employee, project or business unit. Employee information including location is received from HR feeds. The status of the asset is tracked as moves throughout the IT AM lifecycle. Communication with the end user allows for a smother deployment. Integration with Tivoli Service Desk can generate service tickets for the technician.
Manage: The Manage Phase is where asset reconciliation between what is discovered vs. what has been purchased occurs. Installs, moves adds and changes (IMAC) need to be recorded. Integration with Change Manager allows for more robust change management processes such as Request for Change (RFC) to be implemented. During the Manage phase assets costs are managed through software license compliance, monitoring stock rooms and viewing software use.
Retire: The Retire Phase is where an asset has reached its end of life. The asset can be disposed, auctioned, donated, sold to an employee, returned to a leasing company or purchased.
The Asset Management for IT Lifecycle is an endless loop. Once an asset is retired, the planning phase begins to determine how to replace the asset, if required.
Benefits - Control Cost:
- Address IT cost management challenges and reduce Total Cost of Ownershiop (TCO) by gaining optimal visibility for end-to-end IT Asset Management and centralize purchasing for greater economies of scale.
- Identify cost drivers which allow action to reduce costs.
- Optimize software licenses and reduce likelihood of overbuying as well as fines due to under-licensing.
- Measure the usage of shared IT resources for resource accounting, charge back billing, IT cost management, cost reduction and optimization.
Mitigate Compliance Risk
- Simplify the growing complexity of license compliance.
- Support regulatory compliance initiatives such as Sarbanes Oxley Section 404, Basel II minimizing IT associated risk.
Improve IT Service Levels to meet increasing business demands
- Integrate Asset Management and IT Service Management to optimize end-to-end processes and better align IT with the business.
- Help IT make proper, strategic purchasing decisions with more reliable asset inventory data .
- Reduce outages and failures with proactive asset management practices.
Software Asset Management, as a critical subset of IT Asset Management:
- Of the three components of IT Asset Management (Hardware, Software, Contracts), Software Asset Management (SAM) is involved in two (Software and Contract components).
- Hardware costs tend to remain fairly stable and have been declining over the years as apposed to software and contracts, whose costs are on the rise and remain unstable. After labor, software has become the most expensive cost for IT.
- Software asset management is a high expense for a company as well as being the most difficult component to manage (due to its rather intangible nature).
- Effective SAM is the only way to manage software cost and compliance.
- Only IBM delivers the four essential sets of integrated information required for effective Software Asset Management across all significant environments:
- Inventory (What software do I have?)
- License use/Software use (What software assets are in use?)
- License compliance (Are we over-licensed [potential saving] or under-licensed [potential compliance risk]?)
- Contract and Financials (What does each software asset cost now and in the future?)
- In the above four essential steps, Tivoli License Compliance Manager and Tivoli License Compliance Manager for z/OS can capture data on the first three. The final step (Contract and Financial) is captured in Tivoli Asset Management for IT.
Tivoli Service Request Manage: Request management is the formal interface between a service delivery organization and the customers and consumers of its services.
Requests are the mechanism for initiating action in the service deliver organization. All requests have a common lifecycle. The function of the request management process is to manage all types of request through their lifecycle. Request management is an inward focused process. It controls the processing of requests within the service organization.
A request has three basic lifecycle states:
Registration - The process of receiving a request from an originating source and initiating processing.
Evaluation - The process of analyzing a request to determine the correct course of action required to complete the request.
Fulfillment - Performing the actions identified in the evaluation phase
ITIL - The internal support processes of a service delivery organization are often based on ITIL processes. There is a logical flow through these processes from detection through resolution.
Work automation - provides common management of the fulfillment phase of all requests. Having a unified work management system that handles activates from any type of requests separated the management human and automated resource from the processes that generate work for those resources.
Interaction Management - Interaction management is outward facing. It is about the relationship between a service organizations and its customers. The two primary goals are:
- improving the user experience (Quality of Service/User satisfaction),
- improved efficiency through elimination of unnecessary interaction and use of the most efficient interaction mechanism.
User Community - The user community interacts with the support organization through a variety of communication channels.
IT Call Center - Historically the Call center functioned as an interface between end users and support applications. With the wide spread deployment of web based applications end users now have direct access to these applications. The function of the call center has shift to a service deliver organization. It provides user assisted problem determination and resolution,
End User Self help - End user self help provides end user direct access to support automation tools. The goal is to automate as much of the interaction management and service support processes as possible
Knowledge Management - Knowledge management provides automated assistance in problem determination and in some cases resolution to both support analysts and end users.
Traditional Service Desk - The traditional service provides a single solution for request management and tracking for both the support center and the operations center. Historically, it has been week integration with both operation center and support center automation. The current trend it to extend the service desk more deeply into the operations center with the service desk asset repository being evolved into a CMDB. They are still weak on integration with support center automation.
ISM Service Desk - The ISM Service desk focuses on the Incident management and the problem management processes and on all aspects of request and interaction management. The focus on end user support plays to the over service request management concept.
Operations vs. Support - Automation of both operations and support has caused the way the incident and problem management processes are implemented in the support center vs. the way they are implemented in the operations center to diverge to the point that they have little but the names in common.
Operations: In the operations center these processes are tightly tied into the overall ITIL service support processes.
- The systems and service supported are mission critical assists in the operation center.
- The majority of incidents are created though automated monitoring tools.
- The people doing incident management are measured by service downtime.
- The incident management tools need to integrate with event management tools, the CMDB, and the other ITIL processes.
Support Center: In the support center these processes focus on interactions with end users.
- The systems supported are end users desktops, or end user interactions with services.
- Incidents are created either directly by end users or by analysts ob behalf of end users.
- The people doing incident management are measured by call duration and end user satisfaction.
- The incident management tools need to integrate with inbound communication systems such as telephone and chat, and outbound systems such as remote control.
Service Catalog - The Service Catalog provide a mechanism for automating the deliver of structured and well defined services. It shares interaction management, request management, and work management with the service desk.
Shared Platform - Service Desk, Service Catalog, as well as other PMP share a common platform for task and work management
Benefits
- Streamline ITIL-based incident and problem management processes for more rapid service restoration.
- Increase the availability of critical IT services.
- Help optimize productivity of service-desk personnel and increase end-user satisfaction.
- Maximize IT infrastructure stability and availability.
- Establish a common solution for global support.
- Align IT operations and your business with service level management, service provisioning and service catalog.
- Provide flexibility to your internal customers to shop for published IT service offerings through service catalog.
- Assign and track SLA compliance to your service request/requisitions.
- Associate cost to your IT service offerings and manage consumption.
Tivoli Change and Configuration Management Database: The IBM Tivoli Change and Configuration Management Database (CCMDB) is the foundation for the IBM Service Management (ISM) strategy. It is the foundation for core Information Technology Infrastructure Library (ITIL) process solution deliverables like Configuration, Change or Release Management. These process solutions provide best-practice implementations of core ITIL processes.
The CCMDB provides a shared infrastructure as well as a set of foundation services used by different ISM process solutions (as those mentioned above) and includes the Configuration and Change Management processes which provide core management capabilities needed in an IT environment.
In addition, the CCMDB incorporates a consistent data model and data layer implementation and includes a framework for discovery of resources and its relationships.
A Configuration Management Database (CMDB) according to ITIL is a database used to manage Configuration Records throughout their life cycle. The CMDB records the attributes of each CI (Configuration Item) and its relationships with other CIs and provides the underpinnings for IT Service Management processes.
A CI has several characteristics, a classification or type, attributes which describe the CI depending on its classification, and relationships that describe how a CI is related to other Configuration Items.
In ITIL a CI is defined as: “Any component that needs to be managed in order to deliver an IT Service. Information about each CI is recorded in a Configuration Record within the CMDB and is maintained throughout its lifestyle by Configuration Management. CIs are under change control by Change Management.”
The Tivoli Configuration Management process enables IT organizations to identify, control, account and audit all Configuration Items (CIs) in the IT infrastructure through the Configuration Management Database (CMDB). It stores a logical model of the IT infrastructure containing configuration items, their attributes and displays a graphical view of the CI inter-relationships.
In Tivoli CCMDB, theChange process is initiated with a Request for Change service request.
Benefits
- Delivering efficient, cost-effective management solutions by integrating IT processes, data and people and automating operational management product use.
- Leveraging automated discovery, application mapping and visualization capabilities to facilitate a comprehensive view of attributes and relationships between configuration items and supported business services.
- Facilitating internal and regulatory compliance by enforcing policies as well as tracking and recording changes across your organization.
- Employing best-practice change management processes with impact assessment and visibility of schedules to reduce business impact.
- Helping ensure configuration data is current through change and configuration process management.
- Visualizing all critical intelligence regarding the infrastructure through data consolidation and federation capabilities.
Tivoli Application Dependency Discovery Manager: Tivoli Application Dependency Discovery Manager (TADDM) is the component of CCMDB which provides discovery aggregation, reconciliation and data federation functionality. It also provides non-process Configuration Management tasks necessary to support the discovered (Actual CI) data in the CMDB. This includes the configuration and scheduling of discovery, support for manually creating CIs and management of naming and reconciliation rules.
TADDM serves as the single source for discovered CIs in CCMDB 7.1.
Benefits: TADDM provides complete and detailed application maps of business applications and its supporting infrastructure, including cross-tier dependencies, run-time configuration values and complete change history. By leveraging the automated maintenance of these application maps, as well as the ability to easily integrate this data with other enterprise information, IT organizations can:
- Ensure cost-effective and successful implementation of their Business Service Management initiatives.
- Dramatically lower the business risks of service failures and inconsistencies.
- Ensure compliance to technology and regulatory standards.
- Reduce time to problems resolution.
Tivoli Unified Process (ITUP)/Tivoli Unified Process Composer (ITUP Composer): ITUP is a free, read only knowledge base that describes IT Service Management processes. It is an excellent reference for guidance on industry best practices and tools that can help automate processes and tasks.
ITUP Composer is a tool that allows for an implementation of the ITUP framework by defining and creating IT Service Management processes that will fit the business needs of an organization. ITUP Composer is shipped with CCMDB version 7.1.
Benefits: ITUP is intended for use by anyone who has a role in the implementation and delivery of IT Service Management. IT organizations of varying levels of maturity can use ITUP Composer as a resource to do the following:
- Deliver IT services through well-defined, repeatable processes.
- Measure and improve business value.
- Tailor IT services to business priorities.
- Better utilize investments in system management tools and use the right tool for a Give task.
- Establish IT as a thought leader - harnessing key technologies to drive business value.
Maximo Base Services: Base Services is the component that will provide a single ISM platform upon which to build process managers with an integrated CCMDB. The core piece of Base Services is an application that runs in WebSphere. The key features include:
- Common UI look and feel across all applications and process managers.
- Common security model that supports Users, User Groups, Sites and Organizations.
- Powerful Work Management and easy to use Workflow capabilities that is the process runtime platform for ISM and CCMDB 7.1.
- Integrated tooling for data and application customization and extensibility .
Reporting engine.
- Integration to external sources, including OMPs, through the ITIC Adapters and Maximo Enterprise Adapter (MEA).
Other Tivoli Operational Management Products (OMP’s): The Tivoli Software portfolio can be summarized under the following groupings:
Asset Management: Achieve greater efficiency in asset management by managing all your asset types on a single platform. Products in this grouping include (but are not limited to):
- IBM Maximo Asset Management: An EAM system that provides comprehensive support for your asset, maintenance, resource and parts supply chain management needs.
- IBM Maximo Mobile Work Manager: A mobile asset and work management solution that enables maintenance and operations technicians to work with IBM Maximo data and processes in the field with mobile devices using various remote communication methods such as wireless, dial-up or manual synchronization.
- IBM Maximo Spatial Asset Management: IBM Maximo® Spatial Asset Management enables users to capture, analyze, and display assets, locations, and work orders in a geospatial perspective. Maximo Spatial Asset Management is built to work with Java components in ESRI’s ArcGIS Server
- IBM Maximo Calibration: A fully integrated part of IBM Maximo Asset Management, and used to calibrate tools & measurement equipment, and standards to optimize the quality of products produced.
Business Application Management: Manage composite applications and optimize application performance and service levels. Products in this grouping include (but are not limited to):
- IBM Tivoli Composite Application Manager for WebSphere: Helps increase the performance and availability of business-critical applications through real-time problem determination across subsystems - WebSphere, CICS, IMS.
- IBM Tivoli Composite Application Manager for Response Time Tracking: An end-to-end transaction management solution that can proactively recognize, isolate and resolve end user response time performance problems.
- IBM Tivoli Business Service Manager: IBM Tivoli Business Service Manager V4.1 - Provides operational and business audiences with the service visibility and intelligence needed to effectively manage real-time service health.
- IBM Tivoli Service Level Advisor: Enables Service Level Management so that you can align your service delivery with the needs of your customers. This product simplifies the process of defining service level objectives, and automates the process of evaluating service level agreements. It enables you to proactively manage and report service level performance.
IBM Tivoli License Compliance Manager: Enables businesses to ensure compliance and reduce cost through advanced inventory and reporting capabilities
Security Management: Ensure compliance to identity and access control policies for IT resources and services. Products in this grouping include (but are not limited to):
- IBM Tivoli Compliance Insight Manager: Provides visibility into your organization’s security compliance posture through automated, enterprise-wide user activity monitoring. Includes dashboard views and reporting to help measure security posture and respond to auditors’ requests.
- IBM Tivoli Access Manager for e-business: As a hub for authentication and authorization for Web and other applications, Access Manager centralizes security management and makes it easy and more cost effective to deploy secure applications.
- IBM Tivoli zSecure Suite: Enables customers to facilitate security compliance, monitor and audit incidents and automate routine administrative tasks for the mainframe.
- IBM Tivoli Identity Manager: Provides a secure, automated and policy-based user management solution that helps effectively manage user accounts, access permissions and passwords from creation to termination across the IT environment.
- IBM Tivoli Access Manager for Enterprise Single Sign-On solution
Software for simple authentication capability across all systems, services, and applications.
Server, Network and Device Management: Optimize performance and automate the provisioning of IT infrastructure resources. Products in this grouping include (but are not limited to):
- IBM Tivoli Monitoring: Proactively manages the health and availability of your IT infrastructure, end-to-end, including operating systems, databases and servers, across distributed and host environments.
- IBM Tivoli Netcool/OMNIbus: Consolidated fault monitoring for real-time service management
- IBM Tivoli Provisioning Manager: Provisions and configures servers, operating systems, middleware, applications, storage and network devices
- IBM Tivoli Configuration Manager: Delivers an integrated solution for deploying software and for tracking hardware and software configurations across an enterprise
- IBM Tivoli Network Manager IP Edition: Realtime network discovery, topology and root cause analysis for layer 2 and 3 networks
Service Provider Solutions: Ensure critical services are performing to the highest standards. Products in this grouping include (but are not limited to):
- IBM Tivoli Netcool/Impact: Provides realtime access to business and service contextual information for event enrichment, as well as policy-based management for complex correlation, custom calculation of complex key performance indicators and advanced automations.
- IBM Tivoli Netcool/OMNIbus: Consolidated fault monitoring for real-time service management
- Netcool/Realtime Active Dashboards: Business Service Management Software for Real-time Service Modeling & Impact Analysis
Storage Management: Backup, restore, protect and optimize your storage infrastructure and data. Products in this grouping include (but are not limited to):
- IBM Tivoli Storage Manager: Automates data backup and restore functions, supports a broad range of platforms and storage devices, and centralizes storage management operations
- IBM Tivoli Storage Manager for Databases: Secures Informix, Oracle and Microsoft® SQL data, no matter where or how it is stored
- IBM TotalStorage Productivity Center Standard Edition
Combines the assets, capacity, performance and operational management, traditionally offered by separate Storage Resource Management, SAN Management and Device Management applications into a single platform.
- IBM Tivoli Storage Process Manager: Provides a set of customizable ITIL-aligned storage management processes. Manages and coordinates simple and complex change, configuration and incident management processes for an IT
storage environment.
Give the advisor’s and/or client’s knowledge of ITIL, interpret the definition of ITIL processes (based off IBM’s PinkVerify Certification plus Service Desk), so the client realizes the technical and business benefits of implementing ITIL.
With emphasis on performing the following tasks:
Incident Management
Goal: The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is
Benefit
Maintain IT service level quality, for example:
- Number of Severity 1 incidents (total and by category)
- Number of Severity 2 incidents (total and by category)
- Number of other incidents (total and by category)
- Number of incidents incorrectly categorized
- Number of incidents incorrectly escalated
- Number of incidents bypassing Service Desk
- Number of incidents not closed/resolved with workarounds
- Number of incidents resolved before customers notice
- Number of incidents reopened
Maintain customer satisfaction, for example:
- Number of User/Customer surveys sent
- Number of User/Customer surveys responded to
- Average User/Customer survey score (total and by question category)
- Average queue time waiting for Incident response
Resolving incidents within established service times, for example:
- Number of incidents logged
- Number of incidents resolved by Service Desk
- Number of incidents escalated by Service Desk
- Average time to restore service from point of first call
- Average time to restore Severity 1 incidents
- Average time to restore Severity 2 incidents
Problem Management
Goal: Minimize the adverse impacts of incidents and problems on the business caused by errors in the IT infrastructure and initiate actions to prevent recurrence of incidents related to those errors.
Benefit
Avoid repeated incidents, for example:
- Number of repeat incidents
- Number of existing Problems
- Number of existing Known Errors
Minimize impact of problems, for example:
- 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
- Number of Major Incident/Problem reviews
Change Management
Goal: Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of Change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization
Benefit
- Better alignment of IT service to business requirements
- Increased visibility and communication on changes to both business and service support staff.
- Improved risk assessment.
- Reduced adverse impact of changes on the quality of services and on SLAs.
- Improved problem and availability management through the use of valuable management information relating to changes.
- Fewer changes to be backed-out.
Configuration Management
Goal: Providing information on the IT infrastructure to all other processes and IT management. Enabling control of the infrastructure by monitoring and maintaining information on all the resources needed to deliver services
Benefit
- Providing accurate information on Configuration Items (CIs) and their documentation.
- Controlling valuable CIs.
- Facilitating adherence to legal obligations.
- Helping with financial and expenditure planning.
- Making software changes visible.
- Contributing to contingency planning.
- Supporting and improving Release management.
- Allowing the organization to perform impact analysis and schedule changes safely and efficiently.
- Providing problem management with data on trends.
Release Management
Goal : Implement changes to IT services taking a holistic (people, process, technology) view which considers all aspects of a change including planning, designing, building, testing, training, communications and deployment activities.
Benefit
Producing Operable Solutions, for example:
- Number of implementations bypassing Change Management
- Number of implementations utilizing non-standard components
- Number of implementations utilizing non-licensed components
- Number of implementations non-authorized
- Number of incidents caused by releases
- Number of failed Releases
Controlling Releases Into Production, for example:
- Number of Releases implemented without a corresponding RFC
- Number of urgent releases
- Number of releases implemented but not adequately tested
- Number of releases implemented without operational assurance
Implementing Releases Into Production On Time, for example:
- Number of Releases implemented
- Number of Releases implemented late
Availability Management
Goal: Optimize the capability of the IT infrastructure, services and supporting organization to deliver a cost effective and sustained level of service availability that meets business requirements.
Benefit
Maintaining Availability and Reliability of IT Services, for example:
- Number of incidents caused by hardware failures
- Number of incidents caused by maintenance failures
- Number of incidents caused by resilience failures
- Number of incidents caused by security failures
- Number of incidents caused by operational failures
- Number of incidents caused by application failures
- Number of incidents caused by data issues/problems
- Number of incidents caused by lack of support skills
- Number of incidents caused by customer actions
Providing Availability Cost Effectively, for example:
- Percentage of delivery cost per customer related to availability activities
- Percentage of delivery cost per customer related to resiliency measures implemented
Proactively Addressing Availability Improvements Where Needed, for example:
- Number of Service Improvement Initiatives (SIPs) in place
- Number of SIPs completed on time
- Number of SIPs not yet staffed/started
Service Level Management
Goal: Plan, coordinate, negotiate, report and manage the quality of IT services at acceptable cost.
Benefit
Meeting Customer Needs and Priorities, for example:
- Customer satisfaction score/rating
- Average time to implement SLA requests
- Number of SLAs in renegotiation
- Number of SLAs requiring changes (targets not attainable, etc.)
- Number of SLA issues logged
Adherence To Service Levels, for example:
- Number of SLA targets missed
- Number of SLA targets threatened
Providing Services Cost Effectively, for example:
- Current cost per customer for delivery of services
- Percentage improvement in delivery cost per customer
Controlling Service Delivery, for example:
- Number of Operational Level Agreement (OLA) issues logged
- Number of Underpinning Contract issues logged
Maintaining Recognized Industry Acceptance For IT Quality, for example:
- Number of ITs articles/white papers published
- Percentage IT Operations staff in industry (i.e; itSMF) programs
- Percentage progress towards industry certification (i.e; ISO9000)
- Dollars spent on external communications activities
Maintaining an IT Service Culture, for example:
- Percentage of IT Operations staff ITIL-aware
- Number of IT Operations staff ITIL certified
- Number of IT Operations staff with advanced ITIL certification
- Number Of Agreed SLAs Not Supported By OLAs/UCs
Service Desk
Goal: Provide a strategic central point of contact for customers and support the Incident Management process by providing an operational single point of contact to manage incidents to resolution.
Benefit
Ensure Long Term Customer Retention and Satisfaction, for example:
- Percent Of Customers +#Give Satisfaction Surveys
- Customer Satisfaction Rating Of Service Desk
- Percent Of Caller Hold Times Within Service Targets
- Percent Of Calls Responded To Within Service Targets
- Number Of Incident Records Not Yet Closed
- Number Of Calls Abandoned
Assist In The Identification Of Business Opportunities, for example:
- Number Of Calls Referred To Sales Organization
- Dollar Value Of Referred Calls To Sales Organization
Reduce Support Costs By Efficient Use Of Resources and Technologies, for example:
- Percent Of Calls Resolved At The Service Desk Without Escalation
- Staff Turnover Rate
- Overall Cost Per Call.