SESSION 401 Tuesday, November 3, 10:00am - 11:00am Track: The Beginner's View

Transcription

1 SESSION 401 Tuesday, November 3, 10:00am - 11:00am Track: The Beginner's View The ITSM Survival Guide: Fundamental Process Outputs for Every IT Project Jennifer He IT Service Management Consultant, Microsoft jiayun.he@gmail.com Session Description Have you undertaken a significant IT project, such as a cloud migration or a new technology rollout? These dont usually happen successfully without an ITSM work stream to manage the process. This session looks at some of the basic value-driven outputs that every organization should cover to complement the technical activities. Attendees will learn about service dependency, team collaboration through OLAs, the support process, roles and responsibilities, and project metrics. (Experience Level: Fundamental) Speaker Background As an ITSM consultant, Jennifer He has many years of experience in process consulting and the cloud space. She earned her ITIL Expert certification in 2014, and she s also a certified ITIL and Microsoft Operations Framework trainer. She has taught and certified more than 600 students across multiple verticals.

2 The ITSM Survival Guide: Fundamental Process Outputs for Every IT Project Jennifer He Account Manager, Stripe Previously ITSM Consultant, Microsoft About the Speaker Jennifer is an Account Manager for a payments startup called Stripe. Previously, she was an IT Service Management Consultant at Microsoft where she spent gained many years of experience in process consulting and the cloud space. She earned her ITIL Expert certification in 2014, and she s also a certified ITIL and Microsoft Operations Framework trainer. She has taught and certified more than 600 students across multiple verticals. 1

3 People Process Technology Operational Downtime in a Year People Forgot something Lack of procedures Backup errors/security Changes not managed Capacity requirements Root cause hard to find Hardware OS Network Process Technology Source: Gartner Security Conference 2

4 IT Project Scenarios Something breaks Transition to the cloud Rolling out a new technology Introducing a new IT service Chaos in the environment Consistent SLA breaches Process Goals and Outputs Understand the IT environment Strengthen internal working relationships Define the support process Identify roles and responsibilities Set achievable targets Service Dependency Operating Level Agreements Incident Mgmt Workflow RACI Metrics and KPIs 3

5 Understand the IT environment Process Assessments Dependency Maps - Hardware - Applications - Dependent Services - Customers - Processes - Settings Understand the IT environment Patented by Carroll Moon, Microsoft Architect 4

6 Understand the IT environment Perform a Business Impact Analysis Build SLAs, OLAs, and UCs Speak in business terms Have accurate Availability Planning Determine dependencies for Service Continuity Planning Help define a basis for Configuration Management Complete Release Planning efficiently Conduct Problem Management effectively Manage change by identifying its flow of upstream/downstream impact Identify key players involved and build better communication/escalation channels Understand the IT environment Microsoft Sample O365 Service Map 5

7 Strengthen Internal Working Relationships Strengthen Internal Working Relationships Scope Support Service Usage Maintenance Operating Level Agreements Notification/ Communicatio n Companion SLA details Agreement Period/Review Change Mgmt 6

8 Define the Support Process Accountabilities Incident Process Owner Incident Manager Support Groups Escalation Route Tiered Structure Flow of Information Hierarchal vs Functional Priority Levels Misc IM Tool Ticket Format Policies Resolution Targets Define the Support Process 7

9 Identify Roles and Responsibilities Responsible RACI Accountable Consulted Informed Identify Roles and Responsibilities 8

10 Set Achievable Targets Thank you for attending this session. Please don t forget to complete an evaluation form! 9