itil lite presentation
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PRIME THERAPEUTICS LLC
Mission Possible: ITIL-Lite
A Real World Approach to IT Service Management
Jason D. TowleyManager IT Shared Services
jtowley@primetherapeutics.com651.846.8357
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Agenda
Setting the Stage
Company & IT Organization Overview
Context for how it all began
Where and how did we start?
The ITIL-Lite Approach
What are we doing and how did we do it?
Examining Primes IT Incident ManagementImplementation
Conclusion
Lessons Learned
Overview of Other Service ManagementImplementations
Looking ahead.
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Setting the StageWho we are and where we began.
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PRIME THERAPEUTICS LLC
Company Overview
Prime Therapeutics is a thought leader in Pharmacy Benefits Management(PBM) strategies. Our mission is to provide the highest quality care andservice for members and empower clients to make informed decisions in
health care management. Founded in 1987
Headquartered in St. Paul, Minnesota with locations in Chicago, IL;Omaha, NE; Irving, TX; & Albuquerque, NM
Privately held by organizations representing 10 Blue Cross and Blue
Shield Plans in Florida, Illinois, Kansas, Minnesota, Nebraska, NewMexico, North Dakota, Oklahoma, Texas and Wyoming
1,500 employees
12.4 million covered lives
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Company Overview
IT Department (Current)
195 employees
Four main departments: Application Development, InfrastructureService Delivery, Security, Shared Services
Service Management Team (reports via Service Delivery team toInfrastructure department)
2 employees
Coordination of incident, service request, outage/availability,change/release, and asset management processes
Service Desk Team (reports via Operations team to Infrastructuredepartment)
9 employees in 2 locations Combination of Computer Operations & Level I Help Desk services
24x7 Internal & External Support
2,900 calls/month
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Implement a formal service management process on a tight timeline, withlimited resources.
Two weeks before the companys largest client implementation.
Install and configure a service management software suite.
Design an incident management process.
Train an already overly busy IT staff on, in their words, all of theextra work theyll need to do as a result.
Produce dashboard metrics to be used during new client go live statusmeetings.
You
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Context & Assumptions
Nothing is magic. You will need some resources to be successful.
Headcount Someone needs to spend some time on this.
Devoted at least part time to Service Management coordinationduring implementation.
Benefits to being outside traditional Service Desk organization.
Service Desk You need one.
At the very least, a group thats available to act as centralizeduser/client IT interface.
May or may not actually be currently and consistently used.
Tool - You need something.
Lots of options available.
Process drives the tool, not vice versa.
Tools can offer guidance on best practice.
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Primes Resources To Start the Mission
Headcount Service Management Coordinator One person dedicated full time to Service Management Coordination
for all of IT.
Additional part time project manager during implementation.
Reporting to Infrastructure Services Director
Service Desk 24x7 Computer Operations Group
Dedicated toll free number and ACD functionality.
Not universally used or marketed as central IT Service Desk.
Tool BMC Magic Service Desk Prime had purchased it, but not yet installed or implemented.
Replaced existing but outdated and not widely used tool.
Administered by Service Management Coordinator
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The ITIL-Lite ApproachIncident Management
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How Many in IT See ITIL
Library????
PROCESS
E=MC2
M
yjob
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PRIME THERAPEUTICS LLC
The ITIL-Lite Approach
A focus on providing IT services in ways that are relevant, real, and practical.
ITIL-Lite Keeping IT Real!
LEAVE NON-ESSENTIALS BEHIND
LAY IT OUT
INCLUDE STAKEHOLDERS
TREE YOUR CATEGORIES
IDENTIFY YOUR MISSION
SCOPE
TRANSLATE & TRAIN
INDIVIDUALIZE THE PROCESSEXECUTE
EVOLVEREPEAT
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ITIL-Lite Keeping IT Real
Influential executive sponsorship
Task force on the ground buy in
Primes Stakeholders:
CIO Vision and Mandate Client Requirements
Steering Committee of Key Decision Makers
LEAVE NON-ESSENTIALS BEHIND
LAY IT OUT
INCLUDE STAKEHOLDERS
TREE YOUR CATEGORIESIDENTIFY YOUR MISSION
SCOPE
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ITIL-Lite Keeping IT Real
What exactly are we trying to do?
Primes First Mission: Incident Management
Centralized issue recording and management
Consistent prioritization & communication
Efficient escalation and resolution
Dashboard reporting
LEAVE NON-ESSENTIALS BEHIND
LAY IT OUT
INCLUDE STAKEHOLDERS
TREE YOUR CATEGORIES
IDENTIFY YOUR MISSION
SCOPE
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PRIME THERAPEUTICS LLC
Mission: Incident Management
Move from this:
USERS IT
STATUS???
CLIENTA
USER
B
TECHZ
TEAM
Q
TICKETF
DOC
X
COMPOPS
TECHWs
HEAD
INCIDENT
DEPTU
DOCUME
NTATION
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ITIL-Lite Keeping IT Real
Foundation for the Future
Key & central to integrating service management processes(pre-CMDB)
Future Proof It can grow but should keep core trunk.
General Guidelines
Choose quality over quick. Think it through.
No more than three levels deep.
What do the IT services you provide have in common?
LEAVE NON-ESSENTIALS BEHIND
LAY IT OUT
INCLUDE STAKEHOLDERS
TREE YOUR CATEGORIESIDENTIFY YOUR MISSION
SCOPE
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Category Tree Primes Approach
Application Tree
High Level
Business-Centric (Applications) or Function-Centric (Infrastructure)
Application Type
Application Name
Application Feature
Infrastructure
Infrastructure Component (i.e. Network)
Infrastructure Function (i.e. Firewall)
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Category Tree Primes Approach
Benefits of an Application-Based Category Tree:
Common language between IT and business
Most of what the business knows about IT is related to theapplications they use to do their jobs.
Centralized List of All Applications
Flexible Service Management Reporting Options
Incident What applications are breaking most often?
Change/Release What applications will this change or releaseimpact?
Outage What applications are not available?
Availability When is an application available? Assets/Configuration What applications do the infrastructure
components support?
Lead toward establishment of CMDB
A lot of bang for the buck!
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ITIL-Lite Keeping IT Real
Last steps prior to execution.
Make a picture. Flow charts are your friend!
Swim lanes Who does what and when?
A complex flow chart = complex process.
Keep it simple. Make it real.
Does it directly support the established mission?
LEAVE NON-ESSENTIALS BEHIND
LAY IT OUT
INCLUDE STAKEHOLDERS
TREE YOUR CATEGORIESIDENTIFY YOUR MISSION
SCOPE
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Incident Management Mission Simplified
Common Definition What is an incident?
Incident Reporting Who do I tell?
Full Description of the Issue What information do I need to provide?
Priority & SLAs Where should I devote my attention?
Escalation If I cant fix it, how do I get it quickly to someone who can?
Resolution Fix it!
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Incident Management Keep it simple. Make it real.
Incident Definition: What is an incident?
ITIL: Any event that is not part of the standard operation of aservice and that causes, or may cause, an interruption to, or a
reduction in, the quality of that service.
ITIL-Lite: Something is broken and is (or could be)preventing the business from doing its job.
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Incident Management Keep it simple. Make it real.
Incident Reporting: Who do I tell if something is broken? Clear, concise, and repetitive marketing.
Embed in all IT support communications.
It will take time.
Having an issue with your computer?
IT Service Desk
Call x5555Or log your own ticket at http://support
24x7
Your new one stop shop for IT issues!
x5555
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Incident Management Keep it simple. Make it real.
Issue Description: What information do I need to provide? Universal template for providing incident details
Users Know what information to provide.
Service Desk Know what information to ask and document.
Escalation Points Know enough information to work on incident.
SAMWIC Another catchy acronym!
System used.
Application name.
Message or error?
When did it last work?
Impacts how many people? Context for when issue occurs.
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Incident Management Keep it simple. Make it real.
Priority Levels: What do I work on first?
As objective as possible. Assigned by IT based on user input. Determines resolution SLA.
P1 Critical Resolution: ASAP Total system outage. Breach of client performance guarantee. Single User: Totally unable to work.
P2 High Resolution: < 1 business day Multiple Users: Unable to perform non-immediate but critical system
function.
Single User: Mostly productive. Unable to perform critical function.P3 Medium Resolution: < 2 business days Fully productive but unable to perform non-immediate business function.
P4 Low Resolution: Scheduled (< 10 business days) Unable to complete occasional non-critical business function.
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Incident Management Keep it simple. Make it real.
Incident Management SLAs/Metrics:
Personal contact within 2 hours of incident report.
Confirm details.
Set resolution or next status expectations.
Recorded in incident ticket.
Personal contact upon resolution, prior to ticket close. Recorded in incident ticket.
Resolve and close 90% by priority-based due date.
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Incident Management Keep it simple. Make it real.
Escalation: If I cant fix it, how do I get it quickly to someone who can? Matrix used to assign incident tickets to the group responsible for resolution. Owned and maintained by Service Desk. Priority-Based Escalation:
P1 Always escalated via direct call P2-P4 Assign ticket to group
GroupOn-CallContact
GroupOn-CallContact
ApplicationName
P2-P4P1P2-P4P1
Infrastructure/Local IssueApplication IssueCategory Tree
Sample Escalation Matrix
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Incident Management Process Flow
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PRIME THERAPEUTICS LLC
The ITIL-Lite Approach
A focus on providing IT services in ways that are relevant, real, and practical.
ITIL-Lite Keeping IT Real!
TRANSLATE & TRAIN
INDIVIDUALIZE THE PROCESSEXECUTE
Answer the question Whats my job?
Document the process as it applies to each individual team.
Swim lane flow chart
Roles & Responsiblities Outline Companion to flow chart.
Corresponds process steps/phases with individual roles.
Quick Guide
Step by step how to
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Sample Roles & Responsibility Outline
Opening an Incident
User:
Report issue to the Service Desk - SAMWIC
Service Desk:
Open a new ticket to log the details of the incident:
Category Tree (Application)
Priority
Description (SAMWIC)
IT Engineer
Upon discovering an unlogged incident: Open a new ticket to log the details of the incident
If contacted directly by a user, refer them to Service Desk forfuture incident reports.
Repeat format for all phases (escalation, updates, and resolution.)
* Send me an email if interested in seeing a detailed sample role outline.
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PRIME THERAPEUTICS LLC
The ITIL-Lite Approach
A focus on providing IT services in ways that are relevant, real, and practical.
ITIL-Lite Keeping IT Real!
TRANSLATE & TRAIN
INDIVIDUALIZE THE PROCESSEXECUTE
Oh, so THATs my job!
Avoid academic mumbo jumbo.
Relate it to what theyre doing everyday.
Highlight where it will help them do what theyre doing everyday. Address All Learning Types:
Documents for those that like to read instructions. Pictures for those who like a visual.. Demo for those who learn via experience.
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Primes Training Plan Incident Management
Week of Go Live - 30 Minute Sessions
Scheduled separately with each team. Online (WebX) and teleconference for remote locations.
Mandatory participation.
Adapt to their schedule.
Get To the Point Agenda
Individualized Covered only what they needed to know and do.
Clear expectations for performance measurement.
Integrated in all IT annual performance goals.
Proved the simplicity. Demonstrated the benefits.
During Go Live Be available to answer questions.
Actively interact to seek out questions.
Validate the process against the data.
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PRIME THERAPEUTICS LLC
Mission Accomplished!
Streamlined and centralized incident reporting & escalation. Consistent incident prioritization and management
Real time access to incident metrics.
Dashboard reporting for client go-live status calls.
Total opened. Total unresolved with current status.
SLA Performance: % closed by priority-based due date.
Variety of data views:
By priority.
By reporting user, client, or department.
By application (category tree.)
By assign to group or staff
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PRIME THERAPEUTICS LLC
The ITIL-Lite Approach
A focus on providing IT services in ways that are relevant, real, and practical.
ITIL-Lite Keeping IT Real!
EVOLVEREPEAT
Never stop growing! Forward momentum.
Walk the walk. Talk the talk.
Embed the process, language, and thinking into everything you do.
Continually revisit and evolve the process to ensure its meeting thebusiness needs:
Metrics
Business Feedback
Annual task force
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Evolution of Incident Management
Outage/Availability Management
Unique process for managing P1 total system outages
Directly integrated with incident management
Real Time Outage Communication
Application-based (category tree) outage subscriptions
Business-Centric Availability Management What applications (category tree) were not available?
Duration, Level, Type
Standardized application availability tiers
Attached to category tree
Availability vs. Uptime
Focus on measuring business ability to access an application not necessarily application uptime.
Postmortem analysis of all P1 system outages
Email me if interested in a sample P1 outage roles outline.
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P1 Outage Management Flow
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ConclusionLooking back and moving ahead.
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Lessons Learned If we had to do it again
Time You can always use more.
Incident Prioritization:
Objective Priority Matrix.
Less emphasis on 10+ people
Metrics. You get what you measure.
On-Call Expectations Categorizing an incident versus assigning a ticket
Knowledge Base Not ITIL v2 (but it will be in ITIL v3)
Long Term Vision versus Immediate Needs
Reporting
Workflow
Tool Choice
Service Desk resources
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ITIL-Lite: Beyond Incident Management
Other Successful Service Management Implementations:
Change/Release Management
Mission: Coordinate IT production implementations and modifications tohelp prevent them from breaking something, interrupting something, ornegatively impacting productivity. Ensure (or at least attempt to ensure)everyone who needs to know about or approve the change does sobefore it occurs.
Asset Management Desktop Equipment Mission: Create and manage a central list of IT desktop equipment and
its current status/location.
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Whats Next? Planned or In Progress
Problem Management
Mission: Central list of Known Issues and Unknown Causes *Email me if youd like a sample Problem Management process flow
Asset Management Beyond the Desktop
Mission: What are all of the assets IT owns and where are they?
Configuration Management
Mission: What applications (category tree) reside on what assetsand how do they interconnect?
Service Request Enhancements
Mission: I need something new from IT. How do I request it? Whenwill I get it?
Business Relevant Metrics
Mission: Move beyond presenting Huh, interesting reports.
Service Desk Evolution
Mission: Move front line support and resolution as close to first usercontact as possible.
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The Vision Tying it All Together
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PRIME THERAPEUTICS LLC
Jason D. Towley
Manager IT Shared Services
651.846.8357jtowley@primetherapeutics.com
Mission Possible: ITIL-LiteA Real World Approach to IT Service Management
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