itsmf HK Chapter Annual Conference

Transcription

1 itsmf HK Chapter Annual Conference 1

2 Highlights of Previous Conferences No. of participants Speakers Overseas speakers itsmf International, Regional Chapters, User organizations from mainland and Taiwan Speakers from local IT organizations OGCIO, HKJC, Airport Authority, MTRC, HS 2009/7/27 2

3 Highlights of Previous Conferences 2009/7/27 3

4 Upcoming Conference Event Date Jan Feb 2010 Target Audience & Invitation All members of itsmf HK Members of IT associations, IT practitioners Anyone who is interested in ITSM Event format 1-day conference 2009/7/27 4

5 ITIL V3 Study Group Formation of study group at end-2007 Two study group formed with one group focused on Service Strategy and another group on Continual Service Improvement After several months of hard effort, the Chapter members harvested their result, the two study groups shared their learning with small groups discussion in Aug, 2008 event. New group to be started in Q4,09 For members who want to develop more in-depth understanding of ITIL V3 through active interaction & small group discussion Members will have an opportunity to share their learning in 2010 Annual Conference or Professional Development event 5

6 Study Group PD Event 6

7 The ISO Path of HK Housing Society 7

8 Agenda Background of Hong Kong Housing Society (HKHS) What motivated HKHS to implement ITIL What is ISO/IEC Our situation as at 2006/04 Project Objectives Our Approach Lesson Learn Achievements Processes Sharing Daily and monthly operations 8

9 ISO/IEC Combines and enhances strengths of ISO9000:2000 and ITIL V2 (Information Technology Infrastructure Library) Complementary to existing QM methodologies (e.g. BS7799/ISO27001, COBIT, Six Sigma, CMMI etc.) Aims for continuous quality improvement (PDCA) 9

10 ISO Processes 10

11 Our Situation as at 2006/04 Initial operational monitoring operational control service control improving Service Delivery brm slm avm & cont cap fm info secm supplm service rep improving proactive controlled monitored not identified not performed Service Support cm rm chm pm im & sd Target for ISO20K Organizational level 2 + = operational monitoring 11

12 Project Objectives Improve user satisfaction Establish service culture within IT organization Enhance and develop processes to adopt ITIL best practices by phases Increase IT efficiency and effectiveness Reduce IT cost in long run Replace existing HEAT Help Desk system by the proposed Service Desk Establish knowledge management framework to facilitate, support and manage ITSM processes. Complete implement suitable tools and customization to facilitate, support and manage ITSM processes Obtain ISO accreditation 12

13 Phase 1: User Support Phase 2: Release & Control Phase 3: Technology Focus Phase 4: The customer & supplier Phase 5: Certification Service Desk Change Mgt Service Level & Business Relation Mgt IT Service Continuity Mgt Assessment & Project Start Up Incident Management Problem Management Quick Wins Release Mgt Capacity Mgt Availability Mgt & Security Financial mgt Supplier Mgt Pre-assessment Closing final Gaps Certification by RCB Config. Mgt Config. Mgt cont. Config. Mgt final Tooling Unicenter Service Desk, incl. ability to support problem management Unicenter Service Desk Knowledge tools Unicenter Service Desk Dashboard Service Reporting Tooling Add Change, Release & Configuration Mgt to Service Desk product Unicenter Asset Management Unicenter Network and Systems Management Tooling Software Delivery for Release Mgt Remote Control for Incident Mgt ehealth for Capacity & Availability Mgt CMDB for Configuration Mgt April 06 August 06 Aug 06 May 07 Feb 07 Sept 07 May 07 Oct 07 Sept 07 Nov 07 Ongoing activities: Project Management Quick Win : Service Desk Technology Implementation Education (Apr 2006 Oct 2006) Management of Change 13

14 Lesson Learn Manage People Manage Process Manage Technology Manage Phases Deliverables 14

15 Manage People Internal Demonstrate Management Commitment Clear and sufficient communications Checking and enforcement Establish contingency plan (primary and secondary support) Establish roster plan to all colleagues Show and appreciate their achievements External Appreciate their contributions Understand their strength and weakness Allocate additional resources for their weaknesses Work together to overcome difficulties Flexible to all alternatives Make management early alert about possible 15 risks

16 Manage Process Try the best to adapt existing processes and improve them Let people to design and comment processes and earn their buy-in Be practical and allow try and error Start from easy and achievable Don t just believe consultants, we must have our own input and justification 16

17 Manage Technology Technology is used to facilitate our designed processes, don t bound by it We have a lot of limitations on Technology, innovation alternatives help to overcome them Simple is beautiful, understandable / user friendly is more important than high technology 17

18 Manage Phases Deliverables Phase 1 (2006/04 ~ 2006/11) Implement Incident and Problem Management processes Implement Quick Win to gain people s buy-in and funding Phase 2 (2006/11 ~ 2007/05) Implement Change, Release and Configuration Management processes Perform Impact Analysis for any changes Ensure release testing and backout plan Retain stability of IT services 18

19 Manage Phases Deliverables Phase 3 (2007/06 ~ 2007/07) Implement Service Level, Capacity & Availability Management processes Hard time to discuss with Service Owners about the first SLA, once signed you will get positive feedback after 1 st Service Level Review Meeting Document existing service level as the first version of SLA Learn to collect business figures instead of CPU utilization, memory usage etc. Main point: Real communication with user by using their understand words High level explain how IT maintain their Services Collect their wish list and demonstrate our effort to achieve them 19

20 Manage Phases Deliverables Phase 4 (2007/08 ~ 2007/10) Implement ITSC, Security, Financial management processes and CMDB Drill and revise DR plans Establish costing calculation and audit mechanism Establish audit mechanism for CMDB correctness 20

21 Manage Phases Deliverables Phase 5 (2007/09 ~ 2007/11) Implement whole Service Management Framework Complete whole PDCA cycle Conduct Internal and Pre Audit Conduct Certification Audit 21

22 727 calls 75,900 hrs 527 calls (27.5%) 61,986 hrs (18.3%) 270 calls (62.9%) 15,239 hrs (79.9%) 354 calls (51.3%) 29,629 hrs (60.9%) 22

23 Affected Services CI made changes 23

24 Achievements (User) Signed SLAs with all critical services owners Gain positive feedback at 1 st Quarterly Service Review Meeting with Service owners Service owners appreciate IT efforts to maintain high availability of services, resolve incidents and fulfill service requests Service owners feel IT eager to improve service level and demonstrated a lot of achievements All users feel quicker response of Incidents and Service Requests 24

25 Achievements (IT) 450+ knowledge documents Colleagues work smarter than before, e.g. do the higher priority calls first, try to resolve recurrence incident etc. Retain knowledge via knowledge document and incident record Improve maturity level from individual and system to team effort (different processes) and End-to-End service points of view Provide added value to business because of more positive communication and understand users requirements Increate IT internal communication to reduce boundaries between teams 25

26 Conclusion Utilize all ITS internal resources to achieve objectives ITS promoted to a higher maturity level and earns it because we did it by ourselves step by step Established a common language (processes) among ITS to improve quality Established a framework to encounter changes Established a continuous improvement framework 26

27 Incident Management Process Design proper Incident Area/Category 2~3 levels are enough (User point of view) Design proper root cause category (IT point of view) Set proper criteria for priority (Urgency X Impact) Set proper alert for incident / service request which will change working behavior Design proper Incident Report will drive the change of culture (e.g. Top 10 incidents) Most important: management support Attend necessary meetings Care about process performance 27

28 Problem Management Process Design proper criteria for priority (different with Incident) Consider and allocate proper resources Target top 3 incident call first Cooperate among teams Motivate proactive problem call 28

29 Change & Release Management Processes Define proper acceptance criteria for Change and Release Perform minimum impact assessment for change request Ensure sufficient communication among involved parties Understand differences between Project Steering and ITIL CAB Accept it is a continuous improvement process 29

30 Configuration Management Process Determine the scope and detail of CMDB Good interface with Change and Release Link together Incident, Problem and Change Establish audit mechanism 30

31 Service Level Management Process Adopt existing service level as the first SLA Realize that user denies to sign SLA, but use any method to make him/her sign Well prepare the first Service Review Meeting which will make user feel difference 31

32 Processes KPIs Key Performance Indicators Clear targets to be achieved Measurable and meaningful With some challenges Must have corrective actions for failure KPIs Adjust target to practical figure after implementation 32

33 KPI Examples Incident % of incidents resolved within OLA No. of SR resolved within 95% of target time (New) Problem % of Problems closed within the required resolution time frame Proactive Problem Management activities Change No. of Emergency Changes / Service Release The number of incidents/problems per service caused by releases Configuration Update CMDB within one working day SLM Customer Satisfaction 33

34 Daily Activities Check outstanding tasks from Service Desk Receive alert from Service Desk Update details in tickets Record time spent in activities Update status in tickets Update Timesheet System 34

35 Monthly Activities Collect processes metrics Conduct processes review meeting Prepare KPI slides Attend Monthly System Support Meeting and report progress 35

36 Q & A 36