ITIL in ManageEngine Helpdesk Plus (v2)

1、ITIL & ManageEngineWhat is ITIL v3 ITIL: IT Infrastructure Library 20 years, now v3 Framework for IT service management Align IT to Business Identification Planning Delivery Support The service lifecycle Service Strategy Service Design Service Transition Service Operation Continue Service Improvemen

2、t (CSI) Service Operation Incident Management Problem Management Change ManagementITIL v3是什么 ITIL: IT Infrastructure Library 20年,现在已是第三版 IT服务管理框架 配对业务与IT 识别 规划 交付 支持 服务生命周期 服务战略 服务设计 服务转换 服务运营 持续服务改进 服务运营 事件管理 问题管理 变更管理Operation Service in ManageEngineTechnicianHelpdeskChange ManagerINCIDENTManageme

3、ntPROBLEMManagementCHANGEManagementCAB MemberChange WorkerManpowerInformationWorkstationInformationSoftwareInformationReportsManageEngine里的运营服务技术员帮助台变更经理事件管理事件管理问题管理问题管理变更管理变更管理CAB变更咨询委员会会员变更工作员人力资源信息工作台信息软件信息报告Incident Management Unexpected disruption of normal service that affects the user and the

4、 business Minimizing impact of business and user, restore IT services to the SLAs (service level agreements) state ASAP Workarounds Solutions process to restore services Helpdesk single point of contact事故管理(Incident Management) 事故 - IT的正常服务意外中断中断，因而影响用户及业务 对业务及用户最少影向下，以最短时间恢覆IT服务在服务级别协议的要求 变通方法(Work

5、arounds) 解决方案(Solutions) 恢覆服务的程序 帮助台作为单一服务窗口Incident ManagementRecord Basic User DetailsIs the user reporting an outage or asking for a new serviceIf he is asking for new service New Service Request get back to users who ask for new services record details of requests with urgency and priority look

6、for new service plans and milestones look for answers to FAQsIf he is reporting about outage or disruptionIncident Check whether you can help with a resolution from the knowledge base Assign Incident to Specialist Support Group Work closely with Specialist Support Group to provide resolution to the

7、user Close the incident with user confirmation事故管理 (Incident Management) 记录用户基本资料 用户是告知服务中断或是要求新服务 新服务 跟进用户 纪录服务详情、紧急程度(urgency)及优先次序(priority) 寻找新服务计划及里程碑 在FAQs寻找答案 事故 在知识库(knowledge base)寻找事故解决(resolution) 指派事故与专家支持小组 密切与专家支持小组工作，提供事故解决 与用户确认(user confirmation)事故解决，结案Incident Management WorkflowUs

8、er CallRecord Basic DetailsType of RequestIncidentClassify incidentSpecify Category, Priority and Business ImpactCan ServiceDesk Resolve the Incident?Provide resolution to the userClose the incidentService RequestService Request / Request for informationAssign to the Specialist GroupAfter resolving事

9、故管理流程用户呼求记录基本数据请求种类事故分类事故指定类别, 优先次序及业务影响服务台有事故解决?提供事故解决结案服务服务请求 / 要求信息指派专家小组事故解决Example & Highlight Slow printing in Word 2010 How to add picture effectively in PowerPoint organization chart Windows can not activate Important points Incident or request Multiple incidents Resolution Close例子及要點 Word20

10、10打印很慢。 在PowerPoint的組織結構圖(Organization Chart)中，如何有效加進成員相片? Important points Incident or request Multiple incidents / request Resolution CloseReferenceAppendix Business and IT alignment example: Payroll Problem Management Change ManagementEnd to end service: Payroll点到点服务:工资单例子:商业服务 - 工资单 IT服务 合并信息，依靠

11、其他“商业”服务 时间跟踪 福利管理 计算报酬 定期生成薪水支票 支持工资单的IT服务 基础架构(后台工作) 技术服务 服务器管理 数据库管理 存储管理Problem Management Goal find the root cause of incidents reduce the impact on business Proactive approach that prevents recurrence of incidentsProblem Management WorkflowNew ProblemProblem IdentificationRecord basic details

12、related to problem / one or many incidentsDo we have workaround / solution for the problemClassify ProblemSpecify Category, Priority and Business ImpactProblem AnalysisUnderstand the impact of the problemAnalyze root cause of the problemAnalyze patterns and SymptomsRequest for Change / Provide resol

13、ution to the userClose the ProblemOne or many Incident(s)YesKnown Error Update Incident CountChange Management Co-ordinate changes with minimal disruptions accepted risk Keep informing important changes to executives and stake holders Example: A company interviewing session After talking about compa

14、nys efficiency and security Online aptitude test crashed and couldnt start No one know a security patched has been applied due to policyChange Management in ITIL Request for Change Change Plan Rollout Plan Back out Plan Asses Impact on Business Dependency Checklist Change Advisory Board Send Out Sch

15、edules of Changes Release Management Post implementation ReviewChange Management WorkflowNew ChangeChange ClassificationChange Manager filterschanges and classifies them allocating priorityWhat is the type of Change?RFC from Problems / Error controlEmergencySignificantMajorMinorStandard ChangeEmerge

16、ncy CommitteeChange Manager requests recommendation from the board membersChange ManagerChange Manager approves and schedules changes and reports to CABPreapproved Changes are rolled out fasterChange Advisory BoardCAB Members look at the change plan, review the risk and recommend go ahead or notChange Management Workflow (cont.)Change Advisory BoardCAB Members look at the change plan, review the risk and recommend go ahead or notForward Schedule of Changes (FSC)Schedule Authorized ChangesRelease ManagementImplement ChangesEducate usersPost Implementation ReviewClose the ChangeChange Mana