Information Technology Incident Management

Transcription

1 Information Technology Incident Management September 12 th, 2017 Justin Meadows Manager IT Service Mgmt Information Technology Incident Management I September 12, 2017 I 1

2 About Mission Health [Placeholder] Information Technology Incident Management I September 12, 2017 I 2

3 About Mission Health Information Technology [Placeholder] Information Technology Incident Management I September 12, 2017 I 3

4 Organizational Structure CIO Director Director Engineer Analyst Engineer Informatacist DBA Sys Admin Analyst Analyst Information Technology Incident Management I September 12, 2017 I 4

5 Organizational Structure CIO Director Director Engineer Analyst Engineer Informatacist DBA Sys Admin Analyst Analyst Information Technology Incident Management I September 12, 2017 I 5

6 ITSM and Silos Informatics Technical App/Dev Security Service Desk Ticketing Information Technology Incident Management I September 12, 2017 I 6

7 Best Practices IT Infrastructure Library (ITIL) New Tool! New Team! IT Service Management Information Technology Incident Management I September 12, 2017 I 7

8 ITSM and Silos Informatics Technical App/Dev Security IT Service Management Information Technology Incident Management I September 12, 2017 I 8

9 Incident Management - BEFORE The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win Authors: Gene Kim, George Spafford, Kevin Behr Information Technology Incident Management I September 12, 2017 I 9

10 Incident Management - BEFORE SharePoint used for documentation (if documented at all) No cross-reference to tickets or support calls Incident Managers were 7 rotating app/technical leaders No categorization, no reporting and no formal follow-up RCA left up to manager or owning group, rarely completed Poor Change Management = self-inflicted and concurrent incidents Non-existent Problem Management = recurring known incidents Poor communication acknowledging, updating and closing incidents IT leadership often informed of incidents by other health system leadership Frustrated teams; manager burn-out Information Technology Incident Management I September 12, 2017 I 10

11 Information Technology Incident Management I September 12, 2017 I 11

12 Intertwined Processes Changes Incidents Problems Information Technology Incident Management I September 12, 2017 I 12

13 Change Management 38,936 changes per year Information Technology Incident Management I September 12, 2017 I 13

14 Change Management 96% volume Standard Changes Information Technology Incident Management I September 12, 2017 I 14

15 Problem Management Resolved incidents or incidents mitigated by workarounds moved to Problem management process. Incident Manager also serves Problem Management duties. Regular follow-ups, meetings and escalations to address and resolve identified problems. Information Technology Incident Management I September 12, 2017 I 15

16 Incident Management Hospital Incident Command System Information Technology Incident Management I September 12, 2017 I 16

17 Incident Mangement Service and Performance Restoration and Normalization Team Information Technology Incident Management I September 12, 2017 I 17

18 Incident Management AFTER Dedicated incident manager. Integration with Everbridge for quick and automated communications from EasyVista. Categorization, metrics and reporting. Implementation and tracking of Root Cause Analysis process. Implementation of After Action Review process. Association of all incidents to configuration items in CMDB. Elimination of use of Command Center to avoid conflicts with health system incident management. IT Sub-cell transition as Hospital Command Center process initiates Next up: Incident Models and Measuring Financial Cost Information Technology Incident Management I September 12, 2017 I 18