CC-IN2P3 Service Desk Project CC IN2P3 Service Desk Project CC-IN2P3 Seminar, October 1, 2010 Holger Marten STEINBUCH CENTRE FOR COMPUTING STEINBUCH CENTRE FOR COMPUTING - SCC SCC KIT – University of the State of Baden-Wuerttemberg and www.kit.edu National Research Center of the Helmholtz Association
2 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
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Introduction What is ITIL? What is the Service Desk? The CC-IN2P3 Service Desk Project CC-IN2P3 specific: Part I Goals Requirements Technologies and Interfaces of the Service Desk Goals, Requirements, Technologies and Interfaces of the Service Desk Part II Ticket Analysis; Processes and Responsibilities of the Service Desk Ticket Analysis; Processes and Responsibilities of the Service Desk Part III The Service Desk and its CC (ITIL) surrounding Th S i D k d it CC (ITIL) di Summary 5 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
IT Service Management and ITIL g 3 main goals of IT Service Management (ITSM) Increase IT service quality (QM) q y (Q ) Decrease long term cost of IT service delivery Arrange IT services according to current and future requirements of the enterprise (that’s us) and its customers (our user groups) ITIL - The Information Technology Infrastructure Library A Best Practice Recommendation for IT Service Management First elements published in 1989 by CCTA of British Government World wide quasi-industrial standard Approaches Service Management from the Lifecycle of a service Describes ITSM processes and recommends rules for their handling D ib ITSM d d l f th i h dli Does neither instruct nor regulate rules or tools nor their implementation Consequences Consequences ������������������������������������������ ������������������������� �������� �������������������������������� ���������� ��������� ������ ��� ������ � ��������� �� ��������� ���������������������������������������������������� 6 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
The 5 phases of the Service Lifecycle p y (consisting of 27 processes, activities and functions) Service Strategy still correct? ITIL V3 The “closed-loop problem” � �������� �� Each phase based on the previous one… p … but we are not building up on a green field!? 7 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
The Service Desk and ITIL Warning: Terminology Mix The Service Desk (SD) is a functional unit of the ITIL Lifecycle Phase ( ) y ‘Service Operation’ The SD is also a Service that can be handled via the Lifecycle phases ITIL S ITIL Service Desk Objectives i D k Obj ti Provide a single (central) point of contact for IT Users during daily work Resume (facilitate the restoration of) “normal operational service” to the IT Users (Customers) as soon as possible th IT U (C t ) ibl Definitions � � � � � � �������������������������������������������� �������������������������������������������������������������������� ������������������������������������������������ �������������������������������������������������������������������� ������������������������������������������������������� ����� ����� ���������������������� 8 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
Project: Design of the CC-IN2P3 Service Desk according to ITIL according to ITIL Goal Design and implementation of the CC-IN2P3 specific Service Desk D i d i l t ti f th CC IN2P3 ifi S i D k Design Strategies g g Provide the Service Desk with information and procedures that allow to reduce the work load of experts from support duties (that they have to provide in parallel to planning operating and maintaining their services) (that they have to provide in parallel to planning, operating and maintaining their services) Develop self-services by providing Users with first class tools and information... (such that they can find a solution of their problem by themselves) …to information... (such that they can find a solution of their problem by themselves) …to further reduce the work load of the Service Desk personnel and other support professionals Re-use grown CC-IN2P3 organizational structures, work methods, tools, etc. as far as possible 9 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
Project: Design of the CC-IN2P3 Service Desk according to ITIL according to ITIL Method (= approximate content of final report) Understand the ITIL Service Desk and its interfaces in general Understand the ITIL Service Desk and its interfaces in general Analyze the existing working methods of CC-IN2P3 Customer and User Support related communication, information, tools,… pp , , , Analyze ticket and workflows in xHelp Categorize these according to ITIL Identify what is Service Desk related, as well as ITIL interfaces Id tif h t i S i D k l t d ll ITIL i t f Document the CC-IN2P3 specific design and implementation Goals & work methods Goals & work methods Tools & technologies Functions, responsibilities and staffing Documents, processes and procedures Implementation Future developments and prospects ��� currently draft v1.0 10 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
Introduction What is ITIL? What is the Service Desk? The CC-IN2P3 Service Desk Project CC-IN2P3 specific: Part I Goals Requirements Technologies and Interfaces of the Service Desk Goals, Requirements, Technologies and Interfaces of the Service Desk Part II Ticket Analysis; Processes and Responsibilities of the Service Desk Ticket Analysis; Processes and Responsibilities of the Service Desk Part III The Service Desk and its CC (ITIL) surrounding Th S i D k d it CC (ITIL) di Summary 11 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
Service Desk Goals and Requirements q Translated Service Desk Objectives Users have requests questions incident notifications Users have requests, questions, incident notifications, … on the CC on the CC services and components during their daily business The Service Desk is the contact to deliver the solutions and provide answers answers Consequences The Service Desk is the primary interface between Users and the CC The Service Desk is the primary interface between Users and the CC = main contact and (1 st level) support SD ‘external view’ SD ‘internal view’ = key role for User Information and Incident resolution Daily User information must be channeled through the Service Desk The Service Desk must be well informed about current / recent Changes, Incidents, Problems, documentation,… g , , , , The Service Desk requires tools to do this The Service Desk requires processes (guidelines) to do this ������������� 12 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
CC-IN2P3 Service Desk – A “complete” picture External view External view 6 goals of the Service Desk 1. Management & 2. Static Service 3. Regular 4. Exceptional 6. Service Reports Resolution of Resolution of Documentation Documentation Dynamic Dynamic Service Status Service Status external Service Status Information Requests and Information Service Incident Catalogue Notifications Notifications User Guide Mail, news, RSS Web interface to External reports feeds customized local Charter of Usage to Customers Web interface to monitoring Detailed docs, xHelp (NAGIOS?) manuals 5. Knowledge db & FAQs list Internal view Internal view 13 October 1, 2010 Dr. Holger Marten – CC-IN2P3 Service Desk Project Steinbuch Centre for Computing
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