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Avoiding the #Failtrain When Implementing #SCSM

Avoiding the #Failtrain When Implementing #SCSM. K.P. Rao. Kathleen Wilson. itSMF Professional Development Day - Ottawa. March 5, 2012. Who do you think you are?. K.P. Rao Datacenter Technologist, Microsoft Canada 18+ Years in Information Technology ITIL v3 Foundation

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Avoiding the #Failtrain When Implementing #SCSM

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  1. Avoiding the #Failtrain When Implementing #SCSM K.P. Rao Kathleen Wilson itSMF Professional Development Day - Ottawa March 5, 2012

  2. Who do you think you are? K.P. Rao Datacenter Technologist, Microsoft Canada 18+ Years in Information Technology ITIL v3 Foundation BSc Electrical Engineering Kathleen Wilson Senior Program Manager, Microsoft Premier Field Engineering 20+ Years in Information Technology ITIL v3 Expert WW Community Lead for Service Manager at Microsoft @mkathleenwilson

  3. Agenda Service Manager 2012 overview Service Manager implementation best practices Q&A

  4. Service Delivery & Automation Architecture Service Catalog Reports Email / Mobile / Client Self Service Solutions Compliance & Risk Service Request Release Problem Incident Change Standard Process Automation Process Workflow Forms CMDB Workflows Knowledge Work Items Reporting & Data Warehouse Configuration Items Integration across Stack

  5. Virtual Machine Manager Operations Manager Service Manager Configuration Manager Active Directory Orchestrator LOB 3rd Party Management Tools Configuration Management & Connectors Users Groups Computers Printers User Manages User Runbooks Author workflows to sync data from line of business applications (LOB) or other 3rd party management systems Computers Hardware Software Computer Primary User Desired Configuration Management CSV Data Import Custom Connector using SDK PowerShell Service Templates Virtual Machine Templates Storage Classifications Logical Networks Load Balancers Load Balancer VIP Templates Servers Clients Hardware Web Sites Databases Web Services Virtual Machines Hosts Exchange Servers Domains Sites And much more… ACTIVE DIRECTORY ORCHESTRATOR VIRTUAL MACHINE MANAGER CONFIGURATION MANAGER OPERATIONS MANAGER OTHER OPTIONS

  6. Consolidated View of IT SCCM OM AD Computer in CMDB FQDN 1 1 1 Network Adapter 2 3 Hard Drive 4 4 5 5 6 IP Addr. 7 7 8 8

  7. Service Catalog Portal Features • Service Catalog • Role-based access • Users fill forms to create service requests • Dynamic forms, flexibility • Help Articles • Users can search and open knowledge • My Requests • View/Update own incident / service requests • My Activities • View/Update own manual activities • Review and approve

  8. Calendars Business hours Holidays Multiple calendars Service Level Metrics In the box Incident and Service Request Define your own time-based metrics Service Level Agreements

  9. Service Level Agreements Service Level Objectives (SLOs) • Supported for all work items • SLOs tied to pre-defined queues • Specify target and warning thresholds Notifications • Views/forms showing “colour”-coded breach/warning information • Email notifications on warning and breach

  10. Service Level Agreements CALENDAR • Business hours + SERVICE LEVEL METRIC • Response time • Resolution time + SERVICE LEVEL OBJECTIVE • Work Item (Service Request & Incident by default) WORK ITEM SLA • Visibility • Notifications • Reactive Processes

  11. Change and Release Management in Operations Change management makes decisions about individual changes • Risk, Impact, Cost, Feasibility, and so on Release management deploys one or more approved changes to the controlled environments

  12. Replace System Center Reporting Manager (SCRM) Pull data from SM, OM & CM for a comprehensive view of IT Enable direct publish to the DW from custom sources (i.e. SAP, HR) Self service report & dashboard authoring w/OLAP cubes OLAP cubes powered by the System Center management pack model Report authoring with Office integration for knowledge workers System Center Data Warehouse – What’s New? Data Warehouse OLAP

  13. Leverages the Microsoft business intelligence (BI) stack Report infrastructure based on SQL Server Reporting Services (SSRS) You can customize or create reports using tools you already know – Report Builder, BIDS, or Excel Deliver scheduled reports automatically via e-mail, file share, or SharePoint Linked/favorite reports Rich user interface – charts, gauges, etc. SharePoint integration Easy to use Easy to use custom report parameter controls in console Access reports directly from console or in browser Report controls automatically extend to stay in sync with data model changes Reporting Overview

  14. SCSM 2012 – What’s New? • Enterprise Data Warehouse with BI Analytics (OLAP)

  15. Avoiding the #Failtrain when Implementing #SCSM 1. failtrain n. The train on which utter failures ride to their next failure.

  16. Why Social? Through the use of “Constrained Creativity” word complex concepts into simple statements (Tweets/Posts) of suggestion and recommendation. It’s cool, current and is increasingly being incorporated into Service Management. It’s Memorable e.g. “A fool with a tool is still a fool…”

  17. Avoiding the #Failtrain… Plan Operate Implement …when implementing #SCSM

  18. You Can’t Handle the Truth! Despite 60-80% Failure Rates*, ITSM Industry is growing! Reasons for Failure; Intent Failure Sponsor Failure Design/Definition Failure Communications Failure Project Management Supplier/Vendor Failure Change Process Failure Skills Failure Stakeholder Identification Failure • source: CHAOS Summary 2009, The Standish Group, and Pink Elephant

  19. Warning Signs… Business / People Issues Internal Tech-Centric or NO Service Catalog > 10% to 20% ∆ of operational behaviors “Check-box” ROI (expecting Magic value) Directing behavior without empowerment ITSM via Software Upgrade Or “Out of the Box” Not measuring compliance / contribution to ITSM Service Management / improvement w End Date

  20. Warning Signs… Process/Tech Issues “Implementing” ITIL Deploying technology without objectives Cosmetics, neatness, or ITIL Compliance Stopping at Incident or Problem Management No post-project resources & funds Sterile room Process Design Non-actionable process documentation Processes without service context

  21. Best Practices… Planning • Perform at least MINIMAL #Stakeholder Analysis to avoid people failures – Including #MOSTimportant; the customer. If customer doesn’t perceive value, they check cost. • When considering ITSM improvements or fully deploying SCSM, #StartWithTheWhy… (Simon Sinek) • Validity of #requirements should be vetted and challenged - Requirements have a cost. Ask “What principle are we achieving with this requirement?”.

  22. Best Practices… Implementation • Make ITSM implementation about continuous improvement avoiding big bangs #ITSMBigBangTheory #Crash • During Implementation Keep an Issues and Next Steps register - Then keep as part of the #SMO • Without specific, rationale and valid requirements, take #DirectedDesign approach to SCSM implementation. #LeadToWater

  23. Directed Design It’s proven… In the Marketplace… It addresses most, if not all, of business process requirements! More cost-efficient projects (faster design phases)! Fewer customizations Coordinated sets of collateral Expedited process integration effort This variation of Directed Design emphasizes process “validation” not localized customization. Still workshop-driven, but design workshops are shorter; related work put into follow-on work sessions, often with smaller focus groups. It requires: Careful program/project planning and resourcing The fully-integrated set of processes Facilitation and Leadership

  24. Best Practices… Configuration / Customization • Maximize Configuration over Customization where possible #FoolWithTool • Need to import your Incident classification list? It is probably WAY too long... #AvoidCategoryOverload • Naming Conventions and #RuthlessStandardization goes a long way in #SCSM Deployments • Understand the “What” after the #Why, but before touching the keyboard • Customers want ¼” holes – not ¼” drills #OutcomesNotMethods

  25. Best Practices… People • Training and enablement is a MUST HAVE with #SCSM and any IT Service Management improvements #ITSMisPeople #Achillesheel • ITSM is a cultural change, make SCSM implementation phases of #ServiceCulture change project. • #SCSM will be consumed by people inside AND outside IT service organization. Need for #MOC greater than other areas of System Center #PeopleProcess • Measure compliance; Compliance to process, compliance to commitments, compliance to standards.

  26. Best Practices… People • Ownership and #Accountability makes the world go around. If owners cannot be identified, don't do it • Market ITSM Improvements to customer organization. IT services and service improvements should be delivered in the light of day. #ITMarketing • Incident and Problem Management are table stakes focused on #FailureDemand. Get to #ValueDemand ASAP! #Seddon • Customers want ¼” holes – not ¼” drills #OutcomesNotMethods

  27. Best Practices… Process • Avoid the Reese’s Peanut Butter Cup Collision - highly align process and technical teams and grow 'crossover' resources #ChocolateInPeanutButter • Process documentation should be actionable with definable value, that maps to underlying technology; otherwise #What'sThePoint?

  28. Best Practices… Technology + Integration • #SCSM is not a Laundromat ! Clean up and manage data sources properly before connecting to SCSM… • Too much #notification … is #SPAM! Don’t let SCSM get tagged as an internal spam source. #DontSpamMeBro • Service should be the lens to look through for Configuration Management, and Event Management #ItsNotAboutTech • A fool with a tool is still a fool #ToolsforFools (Source: Grady Booch, Father of UML)

  29. Best Practices… Accountabilities + Process + Services • Service Offerings should include customer relevant information to help them make business decisions - don't omit the text fields #ITMarketing • #RulesBeforeTools !!! - The Process Owner owns logical tooling decisions. • That’s not a process, that is tool behavior… • Avoid technical jargon for customer facing services and request offerings #NotAboutTech

  30. Best Practices… Configuration / Customization • If you can’t write it down, how do you expect me to tool it #CanSCSMDoThis. Focus on Outcomes, not methods. • #Customizations are cheaper with #SCSM, but in any system have a cost – limit them • #GoodNews... SCSM includes incredible #reporting. #BadNews… Easy to overload on information. Metrics should still have owners, intent and purpose.

  31. Best Practices… People • Reports, Metrics, Dashboards should always be used for improvement, never to hit someone over the head with #EpicFail • #Tabletop Procedures (#SCSM Activities) outside of SCSM with Human Beings before implementing • When Implementing SCSM, empower users with tools and capabilities that support the desired behaviors • Get the right people in the room #TearDownTheWalls • Customer SCSM Resources should be adequately trained to avoid SCSM becoming your next IT Monument #AvoidTheMonument

  32. In Closing… People, People, People Time to Value Business Value vs. IT Value Optimized, Service Aligned Technical Implementation

  33. Some Suggested Reading… Business Value of IT Leading with “Why” Real Business of IT: How CIOs Create and Communicate Value Richard Hunter, George Westerman ISBN-10: 1422147614 Start with Why: How Great Leaders Inspire Everyone to Take Action Simon Sinek ISBN-10: 1591846447 ISBN-13: 978-1591846444

  34. #Q&A _ ThankYou

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