1. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 1 User Support - Future Changes in Policy and tools New outsourced contract for “Computing Support”: Calendar, Adjudication, Service Desk, contract SLA, Time parameters and values, KPIs Requirements for new “tracking” tool: New Request and Incident Tracking System (RITS), Why, Requirements Your role as a service manager

2. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 2 New Contract New outsourced Contract “Provision of Computing Support services, including a Computing Service Desk (former “Computing Helpdesk”) on the CERN site.” (Replacement for current S114 Desktop Support contract)

3. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 3 New contract - Calendar Market Survey (MS) → Sent to 96 firms in 15 Member States 3 March 2008 Invitation to Tender (IT) → Sent to 1 consortium and 3 firms in 3 Member States) 6 March 2009 (~1 year after MS) Bidder conference20 March 2009 Replies from bidders11 May 2009 Opening/Analysis of the bids + Scoring Quality June 2009 FC committee (decision)16 September 2009 New contract start1 st January 2010

4. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 4 New contract - adjudication BVFM adjudication (quality questionnaire): CRITERIAWEIGHT IN % Price (including all relevant costs)60 Quality: Contractual organization Bidder’s experience Quality assurance Tools Training Crisis management Turn-over personnel Total 20 3 5 3 40 TOTAL100

5. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 5 New Contract – Service Desk For all IT services the “entry point” for requests from CERN users is the “Service Desk” (or SD): ► All user requests or calls (78888) for any IT support services will generate a “ticket” in a new Request and Incident Tracking System (RITS) ► Service Desk (SD) shall provide “1st level support” for Informatics services ► For requests “outside the scope of SD”: ticket “logging” + “escalation” (2 nd /3 rd level – contractor or CERN IT)

6. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 6 New Contract – Services Services defined in the contract: 1 st Level (Service Desk): Registration, AIS, AFS, netops, Win/Lin/Mac/Mail/Web “1 st level”, video-conf. monitoring, … and more 2 nd Level Support: Win/Lin/Mac/Mail/Web “2 nd level”, Video-conferencing, anti-virus Services extensions (sub-SLAs): Tech. Sup. (GS), Training Cent. (HR), Finance (FP) and Logistics (GS) In addition (outside the scope of the contract): 2 nd/ 3 rd level services provided by CERN IT Provided (financed) by IT for ALL CERN users (~75%) Financed by other departments (~25%)

7. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 7 New Contract – SLA and PKIs Main improvements from the previous/current “Desktop Support” contract (S114): Very precise and detailed SLAs for all services Strict “time parameters” and values for all services Precise KPIs and penalties associated with them Progressively for most IT services: 1 st level support provided by SD (e.g. Castor, Batch, etc.) + Included in the SLA: “Service for incident life-cycle coordination and responsibility” (ITIL compliance)

8. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 8 New Contract – Time parameters ► Initial time to “take in hand”:…………….. Max ~= 1 day maximum time delay within which the intervention shall begin (somebody takes the ticket) ► “Work effort” time:……………………. Max = 4.5 hours maximum amount of time that the contractor shall spend resolving the problem before further action ► “On hold” time: ……...……. Max = 3 days (exceptional) maximum amount of time a ticket can stay in the “on hold” status ► Intervention time (contractor):…………... Max = 1.5 days Initial time to “take in hand” + “Work effort” time + “On hold” time ► Resolution time (seen by end users): (IT SLA/OLAs) maximum duration between [request sent/registered - solution proposed/request processed]

9. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 9 New Contract – Time parameters 2 “urgency” levels: “Blocking” – “non Blocking” Principle: “keep it simple to be able to measure it” “Blocking”: prevents the user from continuing essential work (e.g. no workaround can be provided - user cannot use another device or software) It is SD responsibility to determine requests which are “blocking” in agreement with the user.

10. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 10 New Contract – Time parameters Resolution time: Most important value for the end users Max time between [request sent – solution provided] SLA Contactor values: (SD + 2 nd level or SLA extension) –7 hours for “blocking problems” (request sent at the SD before 9h30 shall leave contractor the same day) –16 hours (2 working days) when “non blocking” (and max 3 days “on hold”). In addition, OLAs must be defined inside IT to determine the total “resolution time” of the SLA seen by the end users.

11. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 11 Requirements for new “tracking” tool Requirements for a new Request and Incident Tracking System (RITS)

12. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 12 Requirements for new “tracking” tool A new tool RITS will replace PRMS - WHY ? ► New IT management policy for support based upon ITIL best practices ► New contract, precise SLAs with PKIs to be measured and related penalties defined → Specific requirements from UDS group ► Opportunity to introduce improvements and new desired features (missing in PRMS)

13. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 13 Requirements for new “tracking” tool New RITS – UDS/HUS “main” requirements User Interfaces (for end users and support providers) must be unique and web based: –Interface for end-users based on “IT service catalog” –Interface for support providers (based on the SLA and underpinning OLAs) Powerful SEARCH functionalities are required, possibly linked with the IT “Knowledge database” system to be used within IT (IT FAQs) …/…

14. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 14 Requirements for new “tracking” tool …New RITS – UDS/HUS “main” requirements Workflow should be configurable but UNIQUE for ALL support lines (defined by SLAs/OLAs) Service level management and monitoring built-in the system (SLM) Possibility for the contractor (SD) to intervene at all stages of a ticket (contractor’s responsibility over the full ticket lifecycle) + Detailed list of all requirements provided in a 17 pages document with “priority levels” for implementation (doc. available on request)

15. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 15 Your role as a service manager

16. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 16 Your role as a service manager Required for the new tool: RITS ► 1 st step: define the way you expose your services through the tool (end-user interface) ► 2 nd step: review and implement “organisation categories” (internal to the “supporter tool”) ► 3 rd step: define and implement the “service forms” when required (requests with pre-defined questions) ► + Define OLAs/SLAs for your services and configure them in the new system (SLM)

17. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 17 Your role as a service manager Conclusions and changes for “IT support”: Service managers WILL BE ACTIVELY INVOLVED in the “RITS software configuration” Service managers shall work in close collaboration with the Service Desk –Improvement of services coordination –Exchange knowledge relevant to both sides

18. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 18 Your role as a service manager We are sure that… This effort “will pay” (Less interaction with users, data structured, correct category, etc.) It is “Joint effort” in IT to provide a better overall service to all CERN users!

19. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/i t IT Dept Presentation [September 2009] - 19 New Tool (FIO) - RITS New Request and Incident Tracking System (RITS) To be presented by Ivan Fedorko IT/FIO