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Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owners ITIL© is a Registered Trade Mark of the Cabinet.

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Presentation on theme: "Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owners ITIL© is a Registered Trade Mark of the Cabinet."— Presentation transcript:

1 Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owners ITIL© is a Registered Trade Mark of the Cabinet Office. July 31, 2013 Presented by : All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted by any means, electronic, mechanical, photographic or otherwise without the prior written permission of the copyright owner. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this publication the copyright holder cannot be held liable for damages caused by use of the information contained herein. ITIL© is a Registered Trade Mark of the Cabinet Office.

2 Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions AgendaSlide 2 © Third Sky, Inc – Service Owner Session

3 Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions AgendaSlide 3 © Third Sky, Inc – Service Owner Session

4 Issues facing Major Incidents Don’t know who to inform about Major Incidents 1. Don’t know who are the customer of the service(s) being impacted 2. Don’t know how the customers want to be contacted 3. Don’t know how frequently to give status updates 4. Don’t know who should be the communicator Chapter NameSlide 4 © Third Sky, Inc – Service Owner Session No easy solution but let’s start talking about it

5 Discussion QuestionSuggestions How can we find out who are the customer contacts / service stakeholders prior to a Major Incident occurring? Survey / interview service owners In people’s heads Need to map services to lists Stakeholders are seasonal and time-of- day (critical times) Slash / ICAPS Documented in pockets all over the place (e.g. wikis) Need a single repository User profiles: business owner, HUIT service desk, technical/school service desk, service specific communication, end-users Political / hierarchical / VIP communication Need customer relationship management system 360 O view of customer Register what services they consume Customers can register themselves for alerts What communication channels should we be ready to use? Mail lists / distribution groups NOC portal MailChimp WebEOC / MessageMe (not very successful) Voic broadcast Texts IM (not a focus) HUIT websites / system status dashboard Social Networking, e.g. Facebook, Twitter Splash pages Crimson / press releases How personal does the communication need to be? Need a run-book for each sub-service Start with critical services (Eric’s risk management list) Other issues? Need CMDB but need to be careful because the information changes

6 What other types of communication are Service Owners accountable for? AreaTypes of Communication Incident Management Major Incidents Others? Change Management Jointly agreed upon between Change Management and Service Owner Each Service Owner is accountable needs to specify who needs to be informed and how to communicate Close working relationship, i.e. assist with one another with communication Change Management needs to be document the communication process Different types of changes might have different mechanisms When HUIT will use a maintenance windows Changes that will cause an outage Changes that will cause a change to the user experience Solving a problem that was highly visible (tie back to Incident contacts) Need to be careful of timeframe delay Chapter NameSlide 6 © Third Sky, Inc – Service Owner Session

7 Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions AgendaSlide 7 © Third Sky, Inc – Service Owner Session

8 Standard Changes What are Standard Changes? Low risk, routine, pre-approved changes Action Item: define standard changes now so they will be ready in ServiceNow for the October go-live You can add new standard changes after October go-live but you will need to follow the “Request a Standard Change” process. Chapter NameSlide 8 © Third Sky, Inc – Service Owner Session

9 Action Items Let’s review the Standard Change template. Note: Provide an example in the template. Please your completed templates to By August 31, Chapter NameSlide 9 © Third Sky, Inc – Service Owner Session

10 Homework for Service Owners When a change may impact your service, who should approve? (optional) Assignment Group Manager will also approve. 1-business day to respond. Silence is acceptance. Normal - Low Risk Changes When a change may impact your service, who should approve? (optional) Assignment Group Manager and CAB will also approve. 1-week to respond. Silence is acceptance. Normal - Medium Risk Changes When a change may impact your service, who should approve? (mandatory) Assignment Group Manager and CAB will also approve. 2-weeks to respond. Silence is acceptance. Normal - High Risk Changes Chapter NameSlide 10 © Third Sky, Inc – Service Owner Session

11 Homework Let’s review the Change Approver template. Please your completed templates to By August 31, Chapter NameSlide 11 © Third Sky, Inc – Service Owner Session

12 Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions AgendaSlide 12 © Third Sky, Inc – Service Owner Session

13 Incident Management Service Level Targets in ServiceNow Chapter NameSlide 13 © Third Sky, Inc – Service Owner Session PriorityTarget Time to Resolve 1 – Major Incident4 hours 2 – High1 business days 3 – Moderate2 business days 4 - Normal5 business days PriorityTarget Time to Fulfill 1 – Urgent Request4 hours 2 – High2 business days 3 – Medium4 business days 4 - Normal8 business days For Incidents For Requests

14 Discussion QuestionComments Each service owner needs to define their targets What is the Service Owner’s responsibility regarding SLAs compared to the assignment group manager or queue manager? What reports do you need to manage SLAs? Do you want to be notified if a given Incident or Request exceeds its SLA? Chapter NameSlide 14 © Third Sky, Inc – Service Owner Session Need to be able to schedule work in the future and put the ticket on hold. Also need to document why it is on hold. Incidents are used for the wrong reason, e.g. small projects (model as a service requests)

15 Agenda Introductions Communication and Major Incidents Change Management Incident Management Service Level Targets Questions & Discussions AgendaSlide 15 © Third Sky, Inc – Service Owner Session


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