ITIL and Remedy ITSM Implementation Overview What do I need to know? Sources: ITIL-officialsite.com; itSMF Forum; Remedy ITSM Project Charter

Agenda At the end of this session, you will be able to: Define the ITIL lifecycle components Understand what ITIL Service Operations means to your workday Define how ITIL processes tie into the BMC Remedy ITSM Implementation Project Understand the BMC Remedy ITSM (IT Service Management) Implementation Project goals, deliverables, and opportunities Stay informed by using the ITSM Project Discussion Board

Why ITIL for IT Service Management (ITSM)? ITIL = IT Infrastructure Library Started in mid 80’s in the UK Defines IT Service Standards Best practice across many industries Non-proprietary Guidance, not regulations

ITIL Lifecycle – 5 phases Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Key Points: Processes build upon each other Deliver superior service operations to business customers through standardized processes Define service parameters – SLA’s

Service Strategy Key Activities Strategy Generation Develop Strategic Assets Develop Offerings Demand Mgmt. Service Portfolio Mgmt. Return on Investment Financial Management Keywords: Strategy Generation Demand Mgmt Service Portfolio Mgmt Financial Mgmt

Service Design Key Activities Service Catalog Mgmt. Negotiate and Agree Design Solutions Service Level Mgmt. Supplier Mgmt. Capacity Availability Security Tuning Sizing Recovery Testing Keywords: Service Catalog Mgmt Service Level Mgmt (SLA’s) Capacity and Availability Mgmt Information Security Mgmt Supplier Mgmt (if applicable to service)

Service Transition Key Activities Change Mgmt. Verify Optimize Risk Service Asset and Configuration Mgmt. Release and Deployment Mgmt. Planning and Support Validation and Testing Evaluation Knowledge Keywords: Change Mgmt Asset and Configuration Mgmt to be implement in ITSM Implementation Project Phase II Release and Deployment Mgmt Knowledge Mgmt targeted for implementation in ITSM Project

Service Operation Key Activities Event Mgmt. Resolve and Restore Monitor and Action Incident Mgmt. Release Fulfillment Operational Processes Problem Access Monitor and Control Network Server Desktop Support Databases Security Key Service Operations Processes for BMC Remedy ITSM Implementation Project: Incident Mgmt Problem Mgmt Event Mgmt (Service) Request Fulfillment

Continual Service Improvement Key Activities Service Reporting Measurement Framework Policy and Rules Service Measure-ment Return on Investment 7-Step Improvement Define what we SHOULD and CAN measure, Gather Data, Process Data, Analyze Data, Present information, Corrective Action Keywords: Reporting Metrics Return on Investment

Service Management Process Model & ITIL ITIL provides the guidelines for our service management processes It does not provide the processes themselves The processes are not enough They need detailed work instructions behind them

Service Management Process Model (SMPM) ITSM Applications Interactive Web-based application, that describes the service management processes in a simple 4-level structure. Visually connects dots between ITIL theory and daily practice with ITSM Information is at the most 3 clicks away in SMPM

Service Operations Key ITIL Process Definitions for ITSM Implementation – Phase 1 Incident Mgmt Incidents are unplanned interruptions to an IT service or reduction in the quality of an IT service. The goal of Incident Mgmt is to ensure normal service operation is restored as quickly as possible and business impact is minimized. Problem Mgmt Problems are associated with one or more incidents. The goal of Problem Mgmt is to investigate root cause, proactively work to prevent incidents from occurring and minimizing the impact of incidents that cannot be prevented. (Service) Request Fulfillment Requests from a user for information, advice, a standard change or access to an IT service.

Remedy ITSM Implementation Project Phase 1 - Goals Implement a shared Remedy ITSM environment to improve triage and knowledge sharing between business units. Initial focus around Incident Mgmt with considerations for Problem Mgmt and Request Fulfillment where needed to support the initial deployment. Staying out-of-box. Self-service portal for online incident requests and updates. Legacy non-TicketEntry related forms will be brought over to the new environment. Open tickets will be brought into the new system, but closed tickets will not. Historical data can be accessed from Cognos.

ITSM Implementation Project Phase 1 – 2012 Timeline April Define system configuration and data requirements May Configure and test the DEV, UAT, and PROD environments June Train staff Go-live preparations July Go-live and support Fall Implement Aeroprise mobility Begin planning subsequent phases

Remedy ITSM Implementation Project Future Phases Under Consideration Service Request Apps (MyServices, NARS, Acct. Requests) Remedy Service Request Mgmt. Change Mgmt Functions Remedy Change Mgmt. Asset Mgmt. Functions Remedy Asset Mgmt. INTEGRATE: Discovery sources (e.g. VM ADM, MS SCCM, etc.) IMPLEMENT: ‘Chat’ as an end-user support channel

ITSM Implementation Project Opportunities Ability for IT and functional partners to better support current and future multi-campus systems and services Ability to leverage the configuration management database (CMDB) as it is expanded to improve service, support, and maintenance Improve self-service for support and service requests through a customer-facing portal with built-in service catalog Ability to establish, manage and measure Service Level Management objectives Improved enterprise knowledge sharing, reporting and trend analysis

ITSM Implementation Project Communications Plan Topic-based Brown Bags Scheduled throughout the project to allow staff to learn what the new Remedy looks like, how it functions, etc. SharePoint Discussion Board Keep you informed as the project moves toward key milestones Allow you to ask questions at any time about the project, what it means to you, dispel rumors, explore how something will work in the new system, etc https://doit.sharepoint.missouri.edu/docs/remedy Link to discussion board on left – “Remedy ITSM Rollout Discussion”

ITIL and ITSM Implementation Project Questions? What is your Take-Away?