Event Management Activities Originally Published on November 9, 2010 In an earlier blog I was asked how to move from a reactive organization to a proactive one. My answer was through the use of Event Management, along with good design and proactive Problem Management. In this installment I would like to speak to the activities within Event Management and the impact they play in our ability to deliver a consistent level of services and a stable infrastructure to deliver them across. By definition an event is any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of IT services. Event Management is the process that monitors all events that occur through the IT infrastructure to allow for normal operation and to detect and evaluate the impact any deviation might cause to the IT infrastructure or delivery of IT services. Event Management has several activities that we engage when implementing this process.  Event No

The Value of Known Errors and Workarounds Originally Published on December 7, 2010 The goal of Problem Management is to prevent problems and related incidents, eliminate recurring incidents and minimize the impact of incidents that cannot be prevented. Working with Incident Management and Change Management, Problem Management helps to ensure that service availability and quality are increased. One of the responsibilities of Problem Management is to record and maintain information about problems and their related workarounds and resolutions. Over time, this information is continually used to expedite resolution times, identify permanent solutions and reduce the number of recurring incidents. The resulting benefits are greater availability and less disruption to critical business systems. Although Incident and Problem Management are separate processes, they typically use the same or similar tools.    This allows for similar categorization and impact coding systems.  Each of thes

Tool Selection Criteria Originally Published on February 1, 2011 Service management technology plays a major role in our support of the business. There are enterprise wide tools that support service management systems and processes. There are also tools which support the specific lifecycle phases. You should define your process before selecting a tool. Countless organizations have purchased a tool prematurely, only to find that it does not match the workflow of their newly reengineered process. Defining one or more processes first will help to narrow down the requirements and selection criteria and make it easier for the supplier to demonstrate how their product can complement your new process. Match tools to the process, not the other way around. Wading through all the options, vendors, suppliers can often be a daunting task. Let’s discuss a technique for evaluating tools and finding the product which will support our goals and objectives. What Requirements? Meet with th

We continue our "Best of " blog series by moving into Service Operation.   Cost per Incident Originally Published on August 17, 2010 A reader, upon downloading our ITIL ROI calculator , recently asked the following great question, “how do you determine cost per incident?” Cost per incident is a variation of cost per call or cost per contact, all of which are excellent ways to understand the impact of incidents, calls, or contacts on the business. The calculation is fairly straightforward. Cost per incident is the total cost of operating your support organization divided by the total number of incidents for a given period (typically a month). Cost per incident = total costs/total incidents To accurately calculate cost per incident you must: Log all incidents. You may also find it beneficial to distinguish between incidents (unplanned events) and service requests (planned events). Such a distinction will enable you to more accurately reflect business impact

As a follow-up to post regarding the blur between development and service management, a reader commented that DevOps seems to represent a long standing tradition of incremental delivery.   In that case, the reader asks “How is   incremental delivery tracked and managed in an ITIL framework? Would these initial requests for capability tracked as Requests and ultimately as a Request for Change?” As you can imagine, the answer is “it depends”.     An organization can choose to have multiple RFCs submitted or have a single RFC that decomposes into multiple releases but is managed as a single project.   Regardless, the incremental delivery addressed in DevOps is much faster than it was in the past – therefore requiring a tighter integration between development and operations teams – they must communicate well, use shared vocabulary and more importantly, shared metrics and dashboards. Teams that are tightly integrated will have higher rates of rapid change success – so much s

Prioritizing Changes Originally Published in 2011 The Professor recently received the following question: Having put together a spreadsheet of information that I need to assess the impact of a change,  what I need to do next is figure out how to assess the impact of a change as being high, medium, or low? Any guidance you can give me on how to do this would be greatly appreciated.” The  Service Transition book provides great guidance on assessing the impact of changes (ST 4.2.6.4). This section provides 7 questions that must be answered to fully understand the impact. Many of these questions are answered using information in your spreadsheet. Others you may want to consider adding.  Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementation of the change?

Early Life Support Originally Published on May 3, 2010 I have found, after doing a number of releases throughout my career, that a solid Early Life Support program (ELS) can really enhance the acceptance and support of any new or changed service. The ITIL Service Transition definition of ELS is the “Support provided for a new or changed IT service for a period of time after it is released." During ELS the IT Service Provider may review the KPIs, Service Levels and Monitoring Thresholds, and provide additional resources for Incident and Problem Management.   Although stakeholders have agreed to the entry and exit criteria in the Service Design stage, it may become necessary to finalize the performance targets and exit criteria after the build and testing of the service has been completed. This will help to clarify the deployment process and set the proper expectation of the operational resources that will perform the support after ELS has been completed. ELS ensures that ap