1. ITIL and why its important to you
Presenter: Eileen Fitzgerald
Company: GSX

2. What is this presentation about ?
•What is ITIL ?
•What is delivering IT as a service all about ?
•How can it Help you ?

3. Set Expectations
Meet and exceed customer expectations ....
When delivering a service...
• What do you do ?
• How do you meet customer requirements
• How do you identify expectations?
• How do you measure meeting these expectations ?

4. Who am I ?
•Eileen Fitzgerald
• Notes Administrator, Global Notes Architect
• Manager Domino Administration team and Domino Development team, Via ITIL
• GSX - Product Manager and Customer Service
• Masters in Project Management
• ITIL Certified
• Just a little ittty bit process oriented

5. Some Terminology
• Service - What you deliver to your customers
• Availability - Availability of your servers and service can be two different things
• Opportunity Cost - The cost of the lost opportunity of what you could be doing
instead
• ITIL - IT Infrastructure Library - Frame Work for service delivery
• Incidents - Something is not working the way its suppose to ( not necessarily broken)
• Severity - Relation to incidents, Impact on the business
• Qualitative ( non numerically measurable) , Quantitative ( numerically measurable)
• Pedantic - ME

6. Agenda
• ITIL Definition
• Service Definition
– Service Delivery
– Financial Management
– Quality of Service Delivery
• Operational Management Implications
– Availability
– Configuration
– Capacity
– Release and Change Management
– Continuity
– Problem Management
• SLA’s and KPI’s
– Reporting
– Continuos Improvement
• Standard Service Request
• Some examples

7. ITIL Definition
• The ITIL (IT Infrastructure Library)
• Although the UK Government actually created ITIL via the
CCTA, it is rapidly being adopted across the world as the
standard for best practice in the provision of IT Service.
Although ITIL covers a number of areas, its main focus is
certainly on IT Service Management (ITSM).
• IT Service Management (ITSM) itself is generally divided into
two main areas, Service Delivery and Service Support.
Together, these two areas consist of 10 disciplines that are
responsible for the provision and management of effective IT
services.
www.itil-itsm-world.com

8. ITIL Definition
www.itil-itsm-world.com

9. ITIL Definition - Whats a service ?
•Something you deliver to your customers
•Something you can measure
•Something you can identify the business value add
•Something you can measure
•Something you can manage
•Something you can measure
www.itil-itsm-world.com

10. Service Definition - The Business
•Multiple Services per server
•Different aspects of the business use different features
•Look at the service not the technology
•Look at the business not the infrastructure
•BC / DR = FAIL if it is technology driven and not
business focused

11. Service Management
• What is it ?
• Who are the customers ?
• How does it assist the Business ?
• What are the deliverables ?
• How are you going to deliver them ?
• How are you going to track them ?
• How do you define and report on customer expectations ?
• How do you bill ?

12. Service Delivery
–Options for Service delivery
•On Premise - Hosting and Management
•On Premise hosting, off-site Managed Services
•Fully Hosted Services
•Cloud
•On Premise hosting , off site application managed
services ( Development etc )

13. Service Delivery
•If you outsource service delivery to a third party ensure
that the underpinning contract supports yours
–Do not forget to factor in in-house overheads
•Legal
•Contract Managers
•Managing and measuring service being delivered to you.
–The providers - HOW do you measure them ?
•Service desk - Escalations points
•Business Account Managers
•Supplier Managers
•Whats in the contract ? Upgrades ?
–Aligning Demand with customer demand

14. Financial Management
–Measurable ;-)
•Delivery
–Quantity
–Qualitative ( Quality )
•Capacity
•Availability expectations
–Charge back to customers ?
–Per Unit ?
–Nominal or actual Charge back ?
–IT as a Service center , Charge Center , Cost Center ?

15. Quality Measurements
•Price vs Value
– Volume - Quantifiable metric
– Time Criticality
– Capacity - Ability to meet demand
•Hardware and Software Requirements
•Human Resource requirements ( volume and skills)
•Overheads
–Criticality to the Business

16. Quality Measurements
–Value Creation
•What is our business ?
•Who are our customers ?
•What does our customer value ?
•How do they use our service ?
•How are the services of value to them ?
–What are the outcomes that matter ?
–How are they identified in terms of customer perceptions and preferences ?

17. Operational Management
•Availability
•Can the user access it in the agreed manner ?
–Time to access
–Ease of access
–Availability , Maintenance , Business Hours , 7*24 etc etc
•Configuration
•What is running where ?
–CMDB,
–Where are your interdependencies ?
–If you loose server A What Services are impacted ?
•Capacity
•Variations in demand accommodated within agreed range ( Demand
Management )

18. Operational Management
•Release & Change Management
•Change approval process
•Deployment Process
•Continuity
•Assurances of support during major failures or disruptive events
•You may be able to / differentiate between BC and DR
•Security
•Authorized and accountable usage , as specified by the customer

19. Operational Management
•Incident Analysis and Problem Management
–Link Incidents with common root cause
–Identify the Root cause , that is the problem
–Prioritize problem management based on incidents
•Volume of incident s
•Severity of incidents
•Time to resolve
•Cost to resolve
•Capability to resolve
•Problem Management is VERY closly linked to Release
Management and an important feed

20. Operational Management
•Service Catalog
•Service Owner
•Operations / Service Delivery manager
•Business Account manager
•Service Desk
•Supplier Manager
•Contract Manager

21. Monitoring and Reporting

22. Monitoring and Reporting
Service Reporting
System Reporting

23. SLA’s and KPI’s
•SLA’s ( Service Level Agreements )
–Formal agreements on quality of service delivery with frequently
cost implications
•KPI’s ( Key Performance Indicators )
–Impact on the SLA’s NOT in how they are calculated but the SLA’s
them selves
•Identify KPI’s that impact on your SLA
•Proactive SLA management, No one wants to be reacting
to a broken SLA.

24. SLA’s and KPI’s
•SLA’s are normally trends
•Understand the KPI’s that influence your SLA
•Be able to track KPI’s via Real Time and Trends
•Immediate Alert on KPI’s

25. Monitoring and Reporting
•Its not just about Availability BUT ..
–DR VS BC
–Business hours
–Maintenance
•How do you report on Quantity?
•How do you Quantify Quality ?
•As part of Service Management you need to ensure you
factor in Capacity Management
•Factor in the overhead of monitoring and reporting into
the cost of delivering a service

26. Monitoring and Reporting
•By Service not Server
•Service Critical Success factors
•One server may deliver multiple different services to
different customers , Mail , Databases etc etc
•Your service may be up and running but is it delivering
the quality of service that you expect it to ?

28. Continuous Improvement
•Understand your trends
•Baseline
•Monitor

29. Continuous Improvement
• Understanding Demand Trends = being able
to anticipate and manage capacity
requirements

30. Continuous Improvement
• Service Review on a regular basis
• Re - view capacity requirements
• Involve the business
• Have base lines , understand what is standard
• Review your service offering(s)
–Add
–Remove
–Modify
–Improve

31. Standard Service Requests
–Standard Repeatable Requests
–Right or wrong Answer
–Exact same process every time
–Same time to complete every time
–More than account management ...

32. Standard Service Requests
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33. Standard Service Requests
• Domino
–Create a user
–Delete a user
–Rename a user
–Change user certificate
–Change user certificate expiration date
–Move user to another server
–Update user information
–Create a group
–Delete a group
–Rename a group
–Add a user to a group
–Remove a user from a group
–Create a mail in database
–Delete a mail in database
–Rename a mail in database

34. Standard Service Requests
• BES
– Create a user
– Delete a user
– Assign to group
– Remove from group
– Create group
– Delete group
– Set activation password
– Generate and send activation password
– Enable / disable redirection
– Enable / disable connection redirection services
– Assign IT Policy
– Resend IT Policy
– Resend Service book
– Set password and lock Handheld
– Set owner information
– Erase data and disable handheld

35. Standard Service Requests
–Critical to the management of a service
–Can be delegated but in a controlled manner
–Delegate and free up technical Admins for more business value
added tasks
–Opportunity Costs

36. Why is this important to you ?
•Understand the business impact of what we do
•Understand user / usage metrics and usage
•Customer Service
•You cannot manage what do you not understand
•Prioritize , Organize, Understand , Manage, Deliver
•Ops marketing

37. Examples Specific to the Collaboration
Environment

38. Availability
•Service Reporting
•SLA
–Server Availability is an underlying requirement for ALL Services
–Be able to monitor and report on Server AND cluster availability
•KPI’s
–Availability Index
–Diskspace
–CPU, Memory
–Server Transactions
–Cluster stats

39. Email
•Service Reporting
–SLA and KPI’s
•Messaging
–SLA = Mail delivery time
–KPI’s = Dead Mail, pending mail, % Successful delivery
•Availability
–SLA = Availability ( don’t forget server vs cluster, maintenance, business hours etc
etc
–KPI’s = Availability index, %CPU, Diskspace, No of sessions, no of transactions

40. Application Databases
•Potential SLA’s
•Application response times
•Data update times ( agents )
•DB Open time
•Link Open time ?
•Failover time
–KPI’s associated with them
•Indexer update
•No of sessions opened
•% CPU time
•% Mem in use
•% Physical disk space available
•Agent success / agent failure

41. Clusters
•SLA’s
– % Availability
•KPI’s
–Individual Server Availability
–Availability Index
–No of Seconds in Queue
–No of items in Queue
–Cluster task’s availability

42. Business Continuity / Disaster Recovery
• SLA’s
– % Availability
–Data Lag
–Time to recover
• KPI’s
–Individual Server Availability
–Availability Index
–No of Seconds in Queue
–No of items in Queue
–Site Connectivity
–Cluster task’s availability

43. Summary
•The Server is not the Service you are delivering to the
business
•Identify the different services you supply to the business
•Identify expectations of quality of service delivery
•Identify how to monitor and report on Quantity and Quality
of Service Delivery
•Agree and report on SLA’s. Identify and monitor KPI’s
•Constantly review and communicate
•Its not about technology, its the business

44. Thank you !!
www.gsx.com
efitzgerald@gsx.com
eileen@eileenfitzy.com
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