1. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Request and Incident Tracking System (RITS) Zhechka Toteva on behalf of the Remedy team FIO/FD 29 October 2009

2. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Technical Areas Service Catalogue –External services –Components Incident management for all services –Components categorisation –Support groups –Assignment rules 2

3. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Dictionary Service area – e.g. databases, storage Customer services – e.g. file system, Administrative databases Service components – e.g. AFS, Application server Service components operational categorisation Support groups Service owners, Service managers 3

4. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Tools from the BMC Suite 4 Service Request Management and Service Desk

5. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Technical Areas Service Catalogue –External services –Components 5

6. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Service Request Management (end user interface) 6 Service s and components are organised in an hierarchical structure - Search by keywords - Filter by a service area Menus for the most frequently used user actions -Shortcuts to the recently most used services - Quick picks – ex. the generic “Service Desk” Miscellaneous non- request related actions Service Catalogue / Service Areas

7. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Service Request Management (end user interface) 7 Service Catalogue / Customer Services Service Catalogue / User Facing Components

8. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Technical Areas Service Catalogue –External services –Components Incident management for all services –Components categorisation –Support groups –Assignment rules 8

9. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it From PRMS to RITS  just TOP 10 9 IT Service Oriented Support. Future changes in the policy and tools IT Service Oriented Support. Future changes in the policy and tools Selection from Service Catalog OS Installation Linux License request Troubleshooting Windows …… NEW Categorization 3-4 tier Assignee 1/2/3 level Current system: necessary review of categorization and mailfeeds PRMSRITS Categorization SetsYes Higher granularity available if needed Domain mgmt (Assignee)Yes Service catalog-- New

10. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it PRMS ticket creation In ITIL terminology PRMS serves incidents and requests 10

11. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it PRMS ticket categorisation Purpose of the PRMS categorization To determine the assignee group To classify the ticket in the proper function of all the functions the assignee group manages To assist the assignee group manager to make statistics in order to determine the mostly requested functions of his group 11

12. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it PRMS ticket categorisation The categorisation is predefined and managed by the PRMS domain managers E.g. IT Services – Dore, Cremel, Horvath, Dalemare, Toteva, Fedorko Has to be done by the service managers 12

13. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS Incident Creation 13

14. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS Incident categorisation (support staff view) Purpose of the RITS incident categorization The same as the PRMS ticket categorization 14

15. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it From PRMS To RITS PRMSRITS CategoryOperational Tier 1 TypeOperational Tier 2 ItemOperational Tier 3 15

16. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Technical Areas Service Catalogue –External services –Components Incident management for all services –Components categorization –Support groups –Assignment rules 16

17. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it PRMS Support Group Domain Group name Support people Support group owner Today, some support groups do not have an owner Has to be the service manager 17

18. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS Support Group Group name Domain Support people Support person availability Support group owner 18

19. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS Support Group Group name Domain Support level of this group 19

20. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it From PRMS To RITS PRMSRITS Group nameSupport Group Name DomainOrganization* Support Group OwnerSupport Group Manager Support Group Admin and many other functions Support People ListPeople Display Support Group Role ……… and many more functions 20

21. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Technical Areas Service Catalogue –External services –Components Incident management for all services –Components categorisation –Support groups –Assignment rules 21

22. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it PRMS assignment rules Purpose of the PRMS assignment rules Automatically or manually a ticket is categorised The support group that is responsible for the function is automatically assigned If there is a default assignee in the support group (shift mechanism), the default assignee is also automatically filled in 22

23. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it PRMS assignment rules The second level support is inherited ELFms support group is the second level support for the whole “ELFms” categorisation chain 23

24. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS assignment rules Automatically or manually a ticket is categorised The support group that is responsible for the function is automatically assigned If there is a default assignee in the support group (by assignment mechanism), the default assignee is also automatically filled in 24

25. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS assignment rules A support group is responsible for incidents categorised in the given categorisation And all incidents with more precise categorisation that the defined one Ex. “ELFms” -> “General” unless…. 25

26. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it RITS assignment rules A more specific assignment rule is defined Ex. “ELFms” -> “CDB”-> “ACL” The assignment rules are in the responsibility of the service managers 26

27. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Suggestion Service managers can manage the support groups outside of the system in the e-groups E-group name format for a support group rits-$operational_category1-level2- [$operational_category2-$operational_category3]] Example: rits-ELFms-level2 rits-ELFms-level3-CDB-ACL 27

28. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it From service catalogue to incident creation 28

29. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it From service catalogue to incident Service managers have to define the mapping between a service component and incident categorisation During this process they can also define –Service work around time –Specific questions that the end user has to answer at the moment he/she requests the service –etc. 29

30. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it What do we need We have to create together with the service managers the RITS incident categorisation –Currently we have 456 active PRMS items in the IT Services domain only https://remedy01.cern.ch/cgi-bin/categories-active#IT Serviceshttps://remedy01.cern.ch/cgi-bin/categories-active#IT Services –We ask the service managers to revise the PRMS categorisations which exist Suppress the obsolete categorisations Create new ones if needed Modify the current ones –Think of the incident categorisation as being derived from the service components you expose to the users in the service catalogue 30

31. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it What do we need - II Service managers have to create the support groups (e-groups) according to the convention –We will automatically synchronize all the support egroups which names start with RITS and correspond to the described pattern The support group The support people (from the e-groups members) The assignment rule (extracted from the pattern) Service managers have to create the definition of the service components –We will make a tutorial for this purpose 31