Austin

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Austins chapter 7

• HSPM J713

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IM/IT Service ManagementLearning Objectives

• Be able to write about
• What happens when IM work is unplanned
• Process improvement frameworks and their pros and
  cons
• IT Infrastructure Library (ITIL) frameworks
  Service Support components
• Configuration management database why needed

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IM/IT Service ManagementLearning Objectives
(continued)

• ITILs Service Delivery components
• Service-level agreements
• Service continuity plans and why some fail Its
  because some are fantasy plans.

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Strategic aspects and operational aspects of info
management

• This chapter (and the previous one) are more
  about operational aspects.
• Strategic What systems to put in place (?)
• Operational Making them work

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ITs 3 levels of contribution to the organization

• Base infrastructure of hardware and software
• Service this week
• Partnering with top management
• Attributed to former Goodyear CIO.

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Why Service Management MattersWhat can happen if
work not planned

• Failure from not testing
• If you dont test, then your actual operation
  (production environment) is your test and your
  customers are your quality assurance monitors.
• Complex maintenance from uncoordinated changes
• If you dont have a change management process,
  actions, hard to maintain or fix later

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Why Service Management MattersWhat can happen if
work not planned

• Neglect prevention
• Without planned prevention, youll be fixing the
  same problems repeatedly
• Inconsistent unplanned configuration
• Makes training difficult
• Configuration may not be optimal

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Why Service Management MattersWhat can happen if
work not planned

• Uncoordinated patching for security and updating
  with new features
• may break applications
• Too much access
• If many people can make changes without
  coordination, applications can break or fail to
  work with other applications

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Why Service Management Matters

• Even with planning, failures happen, but less
  frequently and recovery is smoother
• You can still have
• Product failure
• Release (upgrade ?) failure
• User errors
• Bad scenario (see text p. 171)

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Process Improvement Frameworks

• Table 7-1
• Some are proprietary
• What are frameworks for?
• Guidelines for the systematic development of a
  service plan
• The book focuses on
• Information Technology Infrastructure Library (UK
  government system)

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Cost and ITIL

• quickie cost-benefit analysis
• Adoption of full ITIL would cost more than the 2
  of spending that community hospitals typically
  devote to IT
• Leaves IT departments in fire-fighting mode
• Compare financial service industry, which devotes
  5-7 of spending to IT and has smoother
  operation. Fair comparison?

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Cost and ITIL

• Authors imply that increasing IT spending to pay
  for more planning will improve processes enough
  to justify the expense.
• The coming of Electronic Health Records with
  Clinical Decision Support and Computerized
  Physician Order Entry will require service
  delivery planning. Implies IT should ask for
  more planning money and promise a benefit in
  service effectiveness.

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Elements of ITIL framework for service management

• ITIL breaks down service management into
• Service support
• Service delivery
• Well take these one at a time, starting with
  service support

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Service Desk

• Help desk
• Where users go or who they call for help
• Face of the IT department to users
• Ways to organize
• Centralized
• Decentralized each department has own
• Virtual appears centralized but actually
  delegates service calls to departments or
  outsiders

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Incident Management

• Restoring service when there are problems
• First level of support service
• Trouble ticket noting the problem
• Directing to a solution that can be communicated
  to the user
• Second level
• Too difficult for first level. Technician visit
  required
• Third level
• Top engineers required

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Incident Management

• Best practices
• Service desk (or phone or e-mail) is front door
  for all problems
• Automated service tools to, for instance, keep
  track of how long phone calls are on hold
• Logging and tracking problems
• Configuration management database, so technicians
  (now and later) know what you have

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Portfolio or Program Mgmt Office
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Without such a system

• IT units get swamped with requests that
  circumvent the service desk ...
• Better for service desk to prioritize
• If everything goes through the service desk,
  then you know what your total volume of service
  need is and can plan for that. The service
  desk can spot trends and patterns that need
  root-cause analysis
• Service desk loses cred
• Senior techies get called, spend time putting out
  fires

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Problem management

• Restore service when there is a disruption
• Difference with incidence management?
• Incidence management may involve quick fixes
• My computer froze!
• Problem management involves identifying
  underlying causes of problems, recommending
  changes
• Everybodys computer is freezing!

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Problem management ?Root cause analysis

• Data collection learn about the problem
• Cause charting develop flow chart of how
  problem appears.
• May lead you to look for more data
• Root cause identification
• Recommended changes
• Which leads to

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Change management

• A committee to manage changes
• IT people
• Managers
• Physician
• Vendor
• Consultants
• Coordinate, direct, and document changes

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Release management

• Means releasing into the organization new
  releases of software or hardware
• Whether coming from vendors or from in-house
  programmers

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Release Management steps

• Policy about who is responsible and setting
  operating norms
• Planning for the release
• Including how to undo if necessary
• Purchase any needed hardware or software
• Develop instructions for implementing release

• Test (best with users)
• Obtain formal acceptance by managers and users
• Roll out planning
• Communication and training design
• Distribution and installation

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Configuration management

• Hardware and software have settings
• How your software and hardware is set up
• 5 sub-processes
• Planning What will configuration decisions be?
• Identification of configurable components
• Control Only designated people should configure
• Status accounting document the configuration,
  so you know what youre doing
• Verification and audit compare the
  documentation with actual practice

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Configuration management database

• CMDB so you can keep track of how everything is
  configured in a way thats searchable and can be
  updated

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IM/IT Service Delivery

• Service Support is having a rigorous,
  interconnected set of operational methodologies.
• Service Delivery is tactical ensuring that
  expected services are delivered to the IM/IT
  departments customers.
• Customers means internal customers.

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IM/IT Service Delivery

• Service Level Management establishes agreements
  with customers about the service level
• Service Level Agreements

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IM/IT Service Delivery

• Service Level Agreements
• Deliverables
• Hours of service
• Days of service (crunch days, slack days)
• Response and resolution times
• Availability, security, continuity (response to
  disruption)
• ITs responsibilities and customers
  responsibilities and procedures
• Example All requests for service go to X.

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SLAs

• SLAs are for high-function organizations
• SLAs should be negotiated
• Not dictated by IT
• Taken seriously, not neglected
• Catalogues
• Describe IT services and how to access them
• Printed or intranet-based

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Capacity Management

• Outward-looking (outward from current activities)
• Analyze organizations expected changes in goals
• Implications for changes in hardware and software
• Inward-looking
• Does our current hardware and software adequately
  support our current or projected use
• Avoiding capacity-related slowdowns and crashes

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Availability Management

• Time (e.g. support hours)
• Reliability
• Prevention
• Monitoring
• Maintenance
• Backup systems
• Data
• power

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Availability Management

• Maintainability really means recoverability
  from mishaps
• Serviceability really about relations in place
  with outside contractors for hardware or software
  service
• Security
• Controls
• Password or access control management

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Financial Management

• For larger enterprises, a separable function
• Annual IT/IM budget
• Procurement management
• Coordinate purchasing for best prices
• Setting costs (prices ?) and overseeing billing
  and receiving funds from customers
• I assume this means customers internal to the
  enterprise

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Financial Management

• Service-Level Agreements critical for financial
  management
• So everyone knows who is responsible for paying
  for what

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Service Continuity Management

• Plans in place for service interruptions
• Disasters like fire, flood, earthquake, storm
• Too common are fantasy plans that havent been
  worked out, and thus dont work when needed
• Needed Simulations of disasters
• Rather than hoping they wont happen

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Service Continuity Management

• Realistic disaster plan elements
• Lost revenue or costs incurred during stoppage
• Over time, damage and consequences may get worse
  as problems compound
• Staff, facilities, services needed to restart
  essential processes
• Estimates of time required to restore
  high-priority processes
• Estimates of time required to restore all
  processes

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Service Continuity Management

• Risk-reduction measures to reduce damage a
  disaster might cause
• Remote locations for data
• Vendor or mutual aid agreement with another
  hospital
• Detailed instructions
• Testing

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New ideas for ITIL

• Life cycle framework
• TSO

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• Big boxes are elements
• Outputs of one element are inputs to others

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Summary

• 10 key processes (next two slides)
• If managed informally, costly unplanned work
  results
• If managed formally, unplanned work averted
• There are several frameworks for formal
  management
• ITIL is one

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Summary ITIL

• Service management
• Incident management
• Problem management
• Change management
• Release management
• Configuration management

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Summary ITIL

• Service delivery
• Service-level management
• Capacity management
• Availability management
• Financial management (of IT services)
• Continuity management