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ITIL Service Operation Overview

February 23, 2017

Miftah Rahman Other Stuff , , , , , , , , , , , , , , , , , , , 1 Comment

Setelah masa transisi selesai, saatnya duduk…diam…dan nunggu complain wkwkwk

Pada dasarnya memang Itulah inti dari Service Operation, to make sure the IT services delivered effectively and efficiently

bedain sama Project ya,

Project: Temporary, ada start project, ada stop (closing) project

Operation: Ongoing, terus2an…

jadi klo ada Project “ga kelar2” suka disebut Operation Project hahaha

In a nutshell, Service Operation is about “steady state”

pembahasan service operation berkisar seputar

  • Stabilitas vs Responsivitas (stabil tapi lemot, responsive tapi ga stabil)
  • Cost vs Quality (ada harga ada rupa bro…)

Ada beberapa proses yang termasuk dalam inti bahasan Service Operation

  • Event Management
  • Access Management
  • Incident and Problem Management (ilmu yang cocok buat IT help desk)
  • Request Fulfillment
  • IT Operation Control
  • Facilities Management
  • Application Management
  • Technical Management

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Event Management

“eh besok garam abis nih…NasGor-nya gimana?”

“tiap jam 12 kok bandwidth kepake lebih dari 80% ya?”

Inti dari Event Management adalah monitoring service dan CI-nya (see Service Transition for CI definition)

Event: semua perubahan keadaan pada CI. Tools untuk ngeliat event adalah SYSLOG Server/Event Viewer/etc.

Tools2 tersebut akan menghasilkan Alerts (notifikasi kek “failure has been occurs”, “threshold warning”, dll)

Di ITIL, ada 3 tipe event yang ditekankan

  1. Informational Event – logging system, ada user (yang berhak) masuk
  2. Warning Event – warning sign klo storage udah lebih dari 80% capacity
  3. Exception Events – lebih ke arah emergency event, CPU heat, malware detection, dll

Ada beberapa bahasan dalam Event Management

  • Maintenance of Event Monitoring Mechanism and Rules: mengatur rule2 filter dan set up server untuk event log
  • Event Filtering and 1st Level Correlation: mengkategorisasikan mana event yang bisa di ignore dan mana yang harus di tindak lanjuti
  • 2nd Level Correlation and Response Selection: menginterpretasikan event dan memilih respon yang tepat untuk event tersebut
  • Event Review and Closure: ya review, mana event yang bisa ditangani mana yang tidak, dari review2 tentang event ini akan menghasilkan Event Trends and Patterns

    “eh, tiap jam 12 kok internet lambat ya” “eh, kek-nya tiap 2 minggu garam dapur abis de“

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Access Management

“siapa yang berhak dapet diskon 50% untuk menu NasGor”

“siapa yang boleh akses VPN ke DaCen”

Inti dari Access Management ya ngasi otorisasi ke user yang berhak mendapat service tersebut

Kadang disebut juga Identity Management atau Rights Management

Isinya berkisar tentang user ID, user Group, profile, LDAP atau ActiveDir, sekitar2 itulah

Ada 2 objektif dari Access Management

  • Maintenance of Catalog of User Roles and Access Profiles: bikin katalog/menu tentang user roles dan profiles dan mencegah orang punya akumulasi/beberapa access profile
  • Processing of User Access Requests: memproses request untuk add/change/revoke access right dan make sure hanya authorized user yang boleh menggunakan fitur ini

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Incident and Problem Management

“eh, kompor tiba2 mati nih, ga bisa masak NasGor kita”

“kok akses ke DaCen ga bisa ya”

Sebenernya Incident dan Problem Management ini dalam ITIL dipisah sendiri management-nya (Cuma gue gabung, soalnya intinya sama…service kita bermasalah, gimana nanganinnya)

Incident Management: gimana caranya untuk restore Service yang mengalami gangguan performa, secepat mungkin tentunya

Problem Management: menganalisa akar masalah yang menyebabkan incident terulang lagi

Kita perlu tau bedanya Event, Incident, dan Problem…

  • Event: segala sesuatu yang berubah pada sistem, kek kita “write mem” untuk save perubahan
  • Incident: Event2 yang bersifat negative tapi kita tau penyebabnya dan cara koreksinya, kek “duplicate IP has been detected”
  • Problem: Incident yang berulang/belum diketahui penyebabnya dan koreksinya seperti apa, contohnya…Internet mati, tapi ISP bilang ga ada yang bermasalah

Incident Management proses:

  • Incident Management Support: tujuannya untuk provide dan maintain tools, proses, skill, dan rules yang dibutuhkan klo ada incident
  • Incident Logging and Categorization: setiap incident harus di record/catet dan memilih incident mana yang harus diprioritaskan untuk dibenerin terlebih dahulu
    • Prioritization: Urgency + Impact
  • Immediate Incident Resolution by 1st Level Support: solving incident dalam rentang waktu yang disetujui (secepat mungkin intinya), siapa ini? Biasanya Help Desk/Service Desk
  • Incident Resolution by 2nd Level Support: klo 1st level support ga bisa solving, workaround-nya gimana. Siapa ini? Biasanya IT Spesialis-nya…netAdmin, sysadmin, dll
  • Handling Major Incidents: ini 3rd Level support yang handle
    • 3rd Level Support: biasanya dilimpahin ke vendor/TAC/specialist consultant/3rd party supplier..intinya yg udah expert
  • Incident Monitoring and Escalation: monitoring incident secara terus-menerus jadi begitu ada counter-measure terhadap incident langsung bisa di benerin saat itu juga
  • Incident Closure and Evaluation: menutup case dari incident yang sudah selesai dan mengevaluasi Incident Record (berkas incident), biar ga kejadian lagi
  • Pro-Active User Information: inform semua pengguna service yang kena incident (tugasnya help desk), jadi user bisa “memposisikan” diri saat incident berlangsung (biar ga banyak email complain masuk, udah dikasi tau duluan soalnya)
    • Sistem IT yang sudah mapan biasanya dibikinin User FAQ (biar user ga nanya2 mulu, tinggal liat FAQ-nya di file, dokumen, atau website-nya)
  • Incident Management Reporting: pastikan berkas2 incident ini bisa dipake untuk improvement service berikutnya

Fase Incident Management (taken from pearsonitcertification.com)

Pencarian solusi terhadap incident yang belum ketemu penyebabnya sehingga harus menunggu incident terulang lagi (agar lebih clear akar masalahnya) disebut Reactive Problem Identification (slow response solution, but providing the best solution)

Untuk Problem Management, ada 7 proses yang dibahas

  • Proactive Problem Identification: gimana caranya kita memprovide workaround sebelum incident terulang lagi, fast solution (belum tentu best solution)
  • Problem Categorization and Prioritization: sama seperti incident categorization
  • Problem Diagnosis and Resolution: mendiagnosa suatu problem, with RCA
    • RCA: Root Cause Analysis, kita bahas detail dibawah
  • Problem and Error Control: monitoring problem yang urgent, klo ada tindakan korektif bisa langsung diaplikasikan
  • Problem Closure and Evaluation: bikin problem record/catatan dokumentasi problem yang disebut Known Error Database (KEDB), database tentang semua error yang diketahui penyebabnya dan cara mengatasinya
  • Major Problem Review: solusi2 dari problem itu di review kembali, kali aja ada yg lebih bagus
  • Problem Management Reporting: sama seperti incident management reporting

tadi kita sedikit menyinggung soal RCA, apa sih yang dibahas di RCA?!?

RCA (Root Cause Analysis) itu punya 5 step proses

  1. Define the Problem (what happen? Gejala2nya apa?)
  2. Collect Data (how long it happens? What proof? What impact?)
  3. Identify Possible Cause (what sequence lead to this? What condition this occurred?)
    1. so what? Mungkin gara2 budget cut, mungkin skill IT-nya kurang, mungkin…
    2. why? Kenapa harus 1Gb storage?, kenapa harus pake VPN, kenapa…gara2 itu mungkin
    3. drilling down…cari semua informasi secara intensif (tentunya yang relevan)
    4. bikin diagram Cause and Effect, kek dibawah ini (taken from mindtools.com)


      jadi begini…

  4. Identify Root Cause (why this cause exist)
  5. Recommend and Implement Solutions (what can you do to prevent from happening again)

Untuk meminimalisir RCA, kita bisa pake metode Failure Mode and Effect Analysis (FMEA) atau bahkan pake Kaizen Method

  • FMEA: di desain oleh DoD tahun 1949, yaitu metode analisis resiko untuk QC, di ITIL ini dibahasnya pada Service Design


  • Kaizen Method: metode ini lebih kearah filosofi (people oriented) daripada sekedar tools. It relies heavily on Continuous Service Improvement phase (link artikel menyusul)

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Request Fulfillment

“ada yang request NasGor-nya ga pake acar nih, satu lagi minta NasGor aga pedesan dikit”

“ada yang minta dibikinin user account buat akses DaCen via VPN”

Inti dari Request Fulfillment adalah bagaimana kita sebagai service provider bisa menyanggupi atau tidak sebuah permintaan (biasanya yang ringan2/minor request), artinya bikin kanal/bikin tim tempat “penampungan” request service tersebut

bahasa mudahnya… harus ada CASHIER/kasir wkwkwkwk

Jadi klo ada user mau minta hak akses VPN, dia harus bikin/minta Request for Service document

Request fulfillment biasa dihandle oleh Service Desk

Ada 5 proses (ada tambahan di ITILv3 2011) dalam Request Fulfillment

  • Request Fulfillment Support: menyediakan tools2, proses, skill yang dibutuhkan buat handling request
  • Request Logging and Categorization: mengkategorisasikan request yang masuk, jadi bisa menentukan mana yang mau dikerjain duluan
  • Request Model Execution: memastikan request yang dikerjain sesuai dengan time schedule
  • Request Monitoring and Escalation: monitoring request2 yang belum dikerjain, mesti diapain ni request
  • Request Closure and Evaluation: mengevaluasi request record/catatan2 request yang ada sebelum request tadi dinyatakan selesai/done, berguna juga klo mau improvement service kedepannya dengan melihat request trend

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IT Operation Control, Facilities Management, Technical Management, dan Application Management

“saatnya kita bentuk tim untuk café, tim Koki/tim dapur, tim managemen keuangan, tim Barista”

“yang ngurus complain DaCen ada tim sendiri, yang ngurus tshoot ada sendiri, yang review request ada sendiri”

Inti dari IT Ops Control, Facilities, Technical, dan Application Management adalah untuk monitoring IT services dan semua infrastructure yang menunjang service itu berjalan, dengan cara…bikin TEAM

Di ITIL team, group, atau organisasi yang ngurus hal tertentu dari proses disebut FUNCTION

Yang paling dibahas di ITIL adalah Service Desk (the 1st Level Support), ada bbrp tipe Service Desk menurut ITIL:

  • Local Service Desk: ini yang umum, itu TS (technical support)-nya tempatnya deketan ama user. Jeleknya dari tipe ini adalah kadang requestnya by person…ga pake trouble ticketing dulu, mintanya cepet wkwkw
  • Centralized Service Desk: itu TS/help desk di kumpulin di satu ruangan sendiri (kek mirip call center gitu)
  • Virtual Service Desk: kek Centralized, Cuma lokasi engga ditempat yang sama
  • Follow The Sun: ini yang diterapin di vendor2 gede, tempat call center-nya dimana2 diseluruh dunia /distributed call center…jadi klo lo telpon help desk-nya malem di Amerika, yang jawab dari Call Center-nya India yang masi pagi…, klo lo telpon-nya malem dari Indonesia, yang jawab dari Eropa (yg masi pagi juga)

“good morning, may I help you?”

“(dalem hati)…gue bukannya telpon jam 12 malem nih, ini gue yang bingung apa Die yang dongo sih?”

…jadi, selalu greeting-nya Good Morning…dimanapun elo berada

and next…we’ll talk about ITIL CSI (Continous Service Improvement)

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References:

http://www.pmchamp.com/3-things-you-need-to-know-about-projects-and-operations/

http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation

http://www.pearsonitcertification.com/articles/article.aspx?p=2260779&seqNum=7

https://www.mindtools.com/pages/article/newTMC_80.htm

http://asq.org/learn-about-quality/process-analysis-tools/overview/fmea.html

http://www.valuebasedmanagement.net/methods_kaizen.html

http://www.myitstudy.com/blog/2013/04/types-of-service-desk-in-itil/

 

ITIL Foundation Overview

July 10, 2015

Miftah Rahman Other Stuff , , , , , , , , , , , , , Leave a comment

I have been teaching some network implementation courses from vendors like Cisco, Juniper, and CompTIA for a while now, from the scope of Routing-Switching, Collaboration (Voice and Video over IP), Network Security, Service Provider, Data Center, and actually got into Network Design

Some student said…”because Network right now viewed as a SERVICE like another IT scope (Application as a service, Infrastructure as a service, and so on), do we have a specialized knowledge about managing IT as a service, not just a network?”

Well…there ARE some…a guideline of best practices (most of practitioner call it…a Framework)

  • ISO 20000 for IT Service Management
  • ISO 27001 for IT Security
  • COBIT
  • COSO
  • ITIL

In fact…here’s the chart that those topics cover

So you see my reason why I choose ITIL for learning IT as a Service, because IT IS talk about how to manage IT Services and pretty much cover all aspect too (although not in specific…just in general terms)

And here’s my journey to ITSM (IT Service Management) called ITIL (IT Infrastructure Library)…Formed by OGC (Open of Government Commerce) from UK

Right now the certification is handled by EXIN (its own “PearsonVUE” for exam), which is approved from AXELOS (Government of UK and Capita – a management company, joint venture)

Hope this article (and more coming) will be informative for you guys…

(untuk bahasa2 inggris yang terlalu panjang maknanya nanti ada translate-nya, dengan gaya gw sendiri tentunya)

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ITIL in a Nutshell

ITIL has been out for quite a while now that it reaches version 3 (ITILv3) which focused on Service Lifecycle (v1 focused about service mainframe, v2 talks about framework more)

Lifecycle? Yes…you know PPDIOO (the one that Cisco create for Designing Network Services) right? a lifecycle…a continuous service improvement

For example, Cisco can’t offer selling Router forever right? There’s gotta be some improvement…like Cisco bought company called Catalyst for their switches and Celcius for their Collaboration products

For what? In the marketplace, especially modern one…no one can MONOPOLIZE (monopoly) the market, so you see their reason why they choose to diversify (and getting strong on the router brand also)

Because there are competitions!!!…if you can’t move forward…you’ll be left behind…simple as that

As a part of ITSM, ITIL provide practitioners and student insight how should IT services works

Because ITSM is…how IT can provide value to customer
(customer here is not limited to buyers…internal users can be customer because they USE that services that IT provides to them)

So what is this term called Service? I know…it like this pic below right?

It called serves Son….please don’t go full retard…

Service in IT is how (by means) to deliver the value (from provider) to customer by facilitating outcome that the customer want to achieve without the ownership of cost and
risk (ITIL Service Strategy book page 13)

Indonesian Translate: Service didalam IT itu intinya bagaimana cara kita (sebagai IT provider, entah itu outsource atau IT internal department) mendeliver sebuah pelayanan yang konsumen butuhkan tanpa harus mikirin resiko dan biaya sehingga pelayanan itu ada nilainya/harganya…alias patut dipertahankan

Case A: XYZ Company offer to customer some 4G services

They certainly be asking “is it worth it? Our traffic is currently no more than 512 kbps? Why we must use this excessive 100 mbps (4G speed is more than 100mbps) with GREAT COST? What value (benefit) added to us by using this?

Case B: XYZ Company want to replace 1841 router (ISR G1) to 1941 router (ISR G2), they CERTAINLY will be asking…

“why we must replace the working, stable, and almost bug-free router (1841 is badass, I must say) and take the risk of making our networks down?!”

Is the Network Service offered by 1941 good enough for them?!? Now you get what I mean SERVICE

Who handle the service delivered to customer? Service Owner…a person or units (a group of person) that handled that service

Service owner in case A: telecommunication service provider, because they provide that 4G services

Service owner in case B: IT Solution Vendor, because they provide maintaining the Company network infrastructure (changing, maintaining, removing, etc.)

In order to change something, we must know why we must change it or the reason why we must maintain it orsome parameters of why we change it

That parameter is called Baseline

Example A: we must change bandwidth limitation of HTTP traffic to 1mbps from 512 kbps because its getting laggy (performance baseline)

Example B: all network in branch XYZ must use 192.168.1.0 ip addressing scheme (configuration baseline)

And sure…why we must maintain a service, change a service, expanding/advancing the service, or even remove a service…because there ARE some business case (like benefit, cost, risk or potential problem)

And nearly all the business case justification is MONEY, we certainly want to advance…but often blocked by the invisible wall…called BUDGET

(Imagine Jessy J singing Price tag, okaaay…sing along with me!!!)

Because ITIL Foundation is mainly talk about service offered to customer, sure enough that customer will ask about what function it can do, what task that can be performed by this services, and what process can be helped by it

The ability to carry out certain task (both function and process) in ITIL is called Capabilities

And because Capabilities is consist of function and process, what is these in ITIL?

Function is to define what activities that team of people (Service Desks, IT Supports, etc.) and tools (software/hardware) can do

And Process is a structured set of activities designed to accomplish a SPECIFIC objective. A process takes one or more defined inputs and turn them into defined outputs (Service Strategy book page 20)

My Translate: Process is a set of activities that those FUNCTION performing, more like coordinated activities…that we hope to produce something from that process…which is “VALUE”

The person that responsible for making sure that process doing what is supposed to do is called Process Owner, pretty sure this person must be accountable too (the right person to do the right thing)

And the person that making sure that process is able to perform the operation is called Process Manager
(this person must report to process owner)

There is 4 attributes that define what a called process:

  • Trigger – what start the process (what causing the process to start)
  • Activity itself
  • Dependency – what components that require before process is running
  • Sequence – what step should we do for continuing the process to accomplish objective

3 key for a good process:

  • Can measured – with decimal or percentage (success rate of execution of problem for example)
  • Specific result – not in general, but specific (computer must connect to network, anything else like Media Player such music and video can be ignored)
  • Meet expectation – expect repairing network under 10 minutes

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Example: Service Desk (Function) will perform maintain computer network connectivity and perform as IT first level help desk before delegating to higher level officer (Process)

The Process of Service Desk of IT Support:

  1. Trigger – Trouble Ticket from user/customer
  2. Activity – perform general computer checkup
  3. Dependency – the IP address must be correct (if we want to resolve the problem remotely)
  4. Sequence – perform documentation for Fault Management (avoid the same problem occurring again because we have the database of the fault)

What can we get from IT Support Help Desk Process

  1. Measured – the success rate of computer repair is 80%
  2. Specific Result – all repaired computer can connect to the network
  3. Meet Expectation – all repairing computer done under 10 minutes

Is it good? The answer may vary…depends on company’s IT policy

Like IT Support (perform activities like repairing computer service, Process Manager) must report to IT Manager (the one who responsible for making sure repairing computer is taking right amount of time, Process Owner)

In ITIL Capabilities is defined as Intangible Assets, where Resources like Infrastructure (Data Center, Router, Switch), Human (can be Intangible too), or even Money is defined as Tangible Asset

What is an Asset? Asset is anything that provide value to Company. Asset divided by 2:

  • Tangible Assets: Router, Switch, Data Center, or anything that can be purchased (including Human)
  • Intangible Assets: can’t be purchased but can be developed, such as Human Capital (we can train them!!!), Social Media (Customer Brand Awareness

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ITIL Service Lifecycle

ITIL is mainly talking about:

  • Service Strategy (what can we say about our current company prospect, what should we do to our current state)
  • Service Design (now we know what to do, lets plan something)
  • Service Transition (how to properly migrate our planning into operational state)
  • Service Operation (how to keep our service operational on AGREED level, usually customer satisfaction)
  • Continuous Service Improvement (what can we do to make our 4 service above keep running and improving)

ITIL foundation cover most of them (including its sub-topics), but if you want to have a detailed knowledge

Please buy these books @150 dollar each…haha

And in the next article..lets hop into Service Strategy (if I have time and not lazy enough to write hahaha)

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Reference

Cbt Nuggets ITIL Foundation video by Chris Ward

http://its.yale.edu/news/itil-foundations-what-service

http://blog.social-advantage.com/2007/11/examples-of-intangible-capability.html

and Nanda Noviza Rachman as my ITIL Mentor…thanks bro