Transcript ITIL and the Help Desk

ITIL and the Help Desk
Craig Bennion
University of Utah
Utah Higher Education Help Desk Conference
October 26, 2007
Why Service Management
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Align IT services with business needs
Improve quality of IT services
Reduce long-term costs
Improve customer and user satisfaction
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ITIL and Service Management
Quiz
What is the role of ITIL in Service Management?
– To provide an approach based on the best
examples taken from practice
– To serve as the international standard for Service
Management
– To serve as the standard model for IT provision
– To serve as a theoretical framework for process
design
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ITIL and Service Management
Quiz
What is the role of ITIL in Service Management?
– To provide an approach based on the best
examples taken from practice
– To serve as the international standard for Service
Management
– To serve as the standard model for IT provision
– To serve as a theoretical framework for process
design
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Information Technology
Infrastructure Library
A process approach to Service Management
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Help Desk?
So where’s
the Help Desk
in ITIL?
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Information Technology
Infrastructure Library
Service Delivery
• Service Level
• Financial
• Capacity
• Availability
• Service Continuity
Service Support
• The Service Desk
• Incident
• Problem
• Configuration
• Change
• Release
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Help Desk vs Service Desk
Help Desk
Service Desk
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Resolve incidents quickly
Ensure no incidents are lost
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Resolve incidents quickly
Ensure no incidents are lost
Single Point Of Contact (SPOC)
for all IT services
Customer advocate
Interface to other IT service
processes
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Information Technology
Infrastructure Library
Service Delivery
• Service Level
• Financial
• Capacity
• Availability
• Service Continuity
Service Support
• The Service Desk
• Incident
• Problem
• Configuration
• Change
• Release
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Service Level Management
• Maintain and improve IT service quality
• Monitor and report on IT services
• Eradicate poor service
Tools
• Service Catalog
• Service Level Agreement
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Financial Management
• Provide cost-effective stewardship of
assets and resources
• Identify the costs to provide a service
• Cost justify changes to IT services
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Capacity Management
• Understand business requirements, IT
operations, and IT infrastructure
• Ensure current and future capacity and
performance are met cost effectively
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Service Continuity
Management
• Ensure technical and service facilities
can be recovered within required
business time lines
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Availability Management
• Optimize the capability of the IT
infrastructure
• Deliver cost effective services
• Ensure availability of IT services
according to business needs and
objectives
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Incident Management
• Restore normal service as quickly as
possible
• Minimize adverse impact on business
• Ensure service quality and availability
are maintained
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Problem Management
• Minimize adverse impact of incidents
and problems on the business
• Identify infrastructure errors and provide
work-arounds and fixes
• Prevent recurrence of incidents
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Configuration Management
• Account for IT assets and configurations
• Provide accurate information on
configurations
• Verify configuration records
• Support Incident, Problem, Change, and
Release Management
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Change Management
• Ensure a standard procedure to
implement changes
• Ensure prompt handling of changes
• Minimize impact of changes related
incidents on service quality
• Improve day-to-day operations
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Release Management
• Plan and oversee successful rollout of
hardware, software and changes
• Ensure changes are tested
• Communicate changes
• Ensure hardware and software being
changed is traceable and secure
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The Service Desk
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