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Service Support London: TSO Managing IT services ITIL ® Published by TSO (The S

Service Support London: TSO Managing IT services ITIL ® Published by TSO (The Stationery Office) and available from: Online www.tso.shop.co.uk Mail,T elephone,Fax & E-mail TSO PO Box 29,Norwich,NR3 1GN Telephone orders/General enquiries:0870 600 5522 Fax orders:0870 600 5533 E-mail:book.orders@tso.co.uk Textphone 0870 240 3701 TSO Shops 123 Kingsway,London,WC2B 6PQ 020 7242 6393 Fax 020 7242 6394 68–69 Bull Street,Birmingham B4 6AD 0121 236 9696 Fax 0121 236 9699 9–21 Princess Street,Manchester M60 8AS 0161 834 7201 Fax 0161 833 0634 16 Arthur Street,Belfast BT1 4GD 028 9023 8451 Fax 028 9023 5401 18–19 High Street,Cardiff CF10 1PT 029 2039 5548 Fax 029 2038 4347 71 Lothian Road,Edinburgh EH3 9AZ 0870 606 5566 Fax 0870 606 5588 TSO Accredited Agents (see Yellow Pages) and through good booksellers For further information on OGC products, contact: OGC Service Desk Rosebery Court St Andrews Business Park Norwich NR7 0HS Telephone +44 (0) 845 000 4999 This document has been produced using procedures conforming to BS 5750 Part 1: 1987; ISO 9001: 1987 Titles within the ITIL series include: Service Support (Published 2000) Service Desk and the Process of Incident Management, Problem Management, Configuration Management, Change Management and Release Management ISBN 0 11 330015 8 Service Delivery (Published 2000) Capacity Management, Availability Management, Service Level Management, IT Service Continuity, Financial Management for IT Services and Customer Relationship Management ISBN 0 11 330017 4 Planning to Implement Service Management (Published 2002) ISBN 0 11 330877 9 ICT Infrastructure Management ISBN 0 11 330865 5 Application Management ISBN 0 11 330866 3 Security Management ISBN 0 11 330014 X Business Perspective: The IS View on Delivering Services to the Business ISBN 0 11 330894 9 ITIL back catalogue – an historical repository available as PDF downloads from www.tso.uk/ITIL The managers’ set The complementary guidance set Environmental management, strategy and computer operations set Published for the Office of Government Commerce under licence from the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2001 This is a crown copyright value added product, reuse of which requires a Click-Use Licence for value added material issued by HMSO. Applications to reuse, reproduce or republish material in this publication should be sent to HMSO, Licencing Division, St Clements House, 2-16 Colegate, Norwich NR3 1BQ, Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk, or complete the application form on the HMSO website http://www.hmso.gov.uk/copyright/licences/valueadded/appform.htm HMSO, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms. First published 2000 Eleventh impression 2005 ISBN 0 11 330990 2 Printed in the United Kingdom for The Stationery Office N183401 c60 11/05 Contents Foreword by Bob Assirati xiii Preface xv Chapter 1: Introduction 1 1.1 The IT Infrastructure Library 1 1.1.1 Deleted 1 1.1.2 Best practice framework 1 1.1.3 De facto standard 2 1.1.4 Quality approach 2 1.1.5 itSMF 3 1.2 Restructuring the IT Infrastructure Library 3 1.3 Target audience 4 1.4 Navigating the IT Infrastructure Library 4 1.5 Why choose a jigsaw concept? 6 1.6 The Service Support book 6 1.7 Service Management 7 1.8 Customers and Users 7 1.9 A Code of Practice for IT Service Management - PD0005 8 1.10 Service Management: a process approach 8 1.11 Recommended reading 9 Chapter 2: Relationship between processes 11 2.1 Configuration Management 11 2.2 Change Management 12 2.3 Release Management 12 2.4 Incident Management 13 2.5 Problem Management 13 2.6 Service Desk 13 2.7 Service Level Management 13 2.8 Capacity Management 14 2.9 Financial Management for IT Services 14 2.10 Availability Management 14 2.11 IT Service Continuity Management 15 2.12 Customer Relationship Management 15 2.13 ICT Infrastructure Management 15 2.14 Application Management 15 2.15 Security Management 15 2.16 Environmental infrastructure processes 16 2.17 Project Management 16 i Chapter 3: Getting started 17 3.1 Service Management benefits 17 3.2 A process led approach 18 3.3 Management commitment 19 3.3.1 Aspects of management commitment 20 3.3.2 Management commitment in the planning stage 20 3.4 Cultural aspects 20 3.4.1 What is culture? 21 3.4.2 Responsibilities 22 3.4.3 What is meant by ‘service culture’? 22 3.4.4 How is this relevant to IT service provision 22 3.4.5 What do Customers want? 22 3.4.6 Common excuses for conducting ‘business as usual’ 24 3.4.7 How much will all this cost? 24 3.4.8 What are the potential benefits of Customer care? 25 3.4.9 Service Management training 25 Chapter 4: The Service Desk 27 4.1 Overview 27 4.1.1 Why do we need a Service Desk? 27 4.1.2 The support problem 28 4.1.3 Call Centre 29 4.1.4 Help Desk 29 4.1.5 Service Desk 29 4.1.6 How can a Service Desk help my organisation? 29 4.1.7 Charging for support services 30 4.1.8 Business and operational benefits 31 4.1.9 The role and direction of the Service Desk 31 4.1.10 Customer interaction 31 4.1.11 Keeping the Customer and User informed 32 4.1.12 Physical attendance 33 4.1.13 Monitored infrastructure events 34 4.1.14 Actioned infrastructure Incidents 34 4.1.15 Infrastructure Incident model 34 4.1.16 Benefits 35 4.1.17 Use of Internet technology 35 4.2 Implementing the Service Desk infrastructure 36 4.2.1 Staff resourcing 36 4.2.2 Target effectiveness metrics 36 4.2.3 Key considerations 37 4.2.4 Selecting the right Service Desk structure 37 4.2.5 Types of Service Desk structure 37 4.2.6 Local Service Desk considerations 38 ii 4.2.7 Central Service Desk considerations 38 4.2.8 Virtual Service Desk considerations 39 4.2.9 Service Desk Configuration considerations 41 4.2.10 Global ‘follow the sun’ support 41 4.2.11 Incident classification 42 4.2.12 Classification Process Review 42 4.3 Service Desk technologies 43 4.3.1 The computerised Service Desk 43 4.3.2 Computerised Service Desk benefits 44 4.3.3 Build or buy? 44 4.3.4 Running in a multiplatform environment 44 4.3.5 Running in a Wide-Area Network (WAN) infrastructure 45 4.3.6 Intelligent phone systems, voicemail and email usage 45 4.3.7 Deploying a self-service strategy 45 4.3.8 Critical success factors 46 4.3.9 Implementation considerations 46 4.3.10 Outsourcing a Service Desk 47 4.4 Service Desk responsibilities, functions, staffing levels etc 48 4.4.1 Service Desk functions 48 4.4.2 Which Requests should be registered 49 4.4.3 Service Desk empowerment 49 4.4.4 Escalation management 50 4.4.5 Service Desk staffing levels 51 4.4.6 Staff turnover considerations 52 4.4.7 Workload monitoring 52 4.4.8 Customer satisfaction analysis and surveys 53 4.4.9 Service Desk resourcing for smaller support units 53 4.4.10 Second-line staff awareness 53 4.4.11 Identifying training needs 54 4.4.12 Call rate reduction 54 4.4.13 Workload definitions requests types 54 4.5 Service Desk staffing skill set 55 4.5.1 Major customer requirements 55 4.5.2 Fix rates 55 4.6 Setting up a Service Desk environment 56 4.6.1 Service Desk environment considerations 56 4.6.2 Defining your services 56 4.6.3 Service Desk pre-Release requirements 57 4.6.4 Advertising and selling the Service Desk 58 4.6.5 Quick wins 59 4.7 Service Desk education and training 59 4.7.1 Soft skills 59 4.7.2 Managerial focus 60 4.7.3 Service Desk staff profile 60 4.7.4 Service staff responsibilities and mindset 61 iii 4.7.5 Working with Customers 61 4.7.6 Active listening 62 4.7.7 Service Desk staff training 63 4.8 Service Desk processes and procedures 63 4.8.1 Considerations 63 4.8.2 Common structured interrogation technique 63 4.8.3 Customers details and identification 64 4.8.4 Maintaining the Customer database 64 4.8.5 Marketing the Service Desk amongst Customers 65 4.9 Incident reporting and review 65 4.9.1 Effective workload analyses 66 4.9.2 Frequency of reporting and review 66 4.9.3 Archiving Service Desk records 67 4.10 Conclusions 68 4.10.1 Critical success factors 68 4.10.2 Service Desk implementation guidance 68 Annex 4A Sample Release Document 69 Chapter 5: Incident Management 71 5.1 Goal of Incident Management 71 5.2 Scope of Incident Management 71 5.3 Basic concepts 73 5.3.1 Incident Handling 73 5.3.2 First, second- and third-line support 74 5.3.3 Functional versus hierarchical escalation 75 5.3.4 Priority 76 5.3.5 Relationship between Incidents, Problems, Known Errors and RFCs 76 5.4 Benefits of Incident Management 78 5.5 Planning and implementation 78 5.5.1 Timing and planning 78 5.5.2 Critical success factors 79 5.5.3 Possible problem areas 80 5.6 Incident Management activities 80 5.6.1 Incident detection and recording 80 5.6.2 Classification and initial support 81 5.6.3 Investigation and diagnosis 83 5.6.4 Resolution and recovery 84 5.6.5 Incident closure 85 5.6.6 Ownership, monitoring, tracking and communication 86 5.7 Handling of major incidents 87 5.8 Roles of the Incident Management process 87 5.8.1 Incident Manager 87 5.8.2 Incident-handling support staff 87 iv 5.9 Key Performance Indicators 88 5.10 Tools 88 Annex 5A Example coding system for Incident/request classification 90 Annex 5B Example of a priority coding system 91 Annex 5C Data requirements for service Incident records 92 Annex 5D The process of Incident investigation 93 Annex 5E Incident handling on the Service Desk (flow) 94 Chapter 6: Problem Management 95 6.1 Goal of Problem Management 95 6.2 Scope of Problem Management 95 6.3 Basic concepts 96 6.3.1 What is the difference between Incident Management and Problem Management? 97 6.3.2 Problem control 97 6.3.3 Error control 97 6.3.4 Proactive Problem Management 98 6.3.5 Completion of major Problem reviews 98 6.4 Benefits of Problem Management 98 6.5 Planning and implementation 99 6.5.1 Timing and planning uploads/Management/ servicesupport-guide.pdf