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ITIL Incident Management Process & CRS Client Installation Training Class Outline

1. Help Desk Training a. Double feature i. Information Technology Management (ITM), Operations Information Technology Infrastructure Library (ITIL), Incident Management Process ii. Customer Reports System (CRS) Client Installation Procedure 2. Class Overview a. ITIL Incident Management Process for ITM Help Desk i. Group Discussion ii. Review of the Resource b. CRS Client Installation Procedure - review i. Group Discussion ii. Review of the Resource 3. ITM Operations ­ Incident Management Process a. Review of ITM Operations incident management process b. Most Help Desk staff familiar with this handling user issues. c. NEW ­ from an ITIL perspective 4. ITIL Service Lifecycle Management a. Information Technology Infrastructure Library (ITIL) i. Developed in the United Kingdom by the Office of Government Commerce (OGC) ii. ITIL Framework in development since 1980s iii. Version 3 - May 2007 b. Reason for adoption by ITM Operations i. ii. iii. iv. i. ii. iii. iv. v. ITM Operations is a service organization ITIL V3 processes - best in class Global economy - adoption of international standards best option ISO 2000 Standard for IT Service Management - based on ITIL Service Strategy Service Design Service Transition Service Operation Continuous Service Improvement

c. Five stages of Service Lifecycle Management (SLM)

d. Class focus - Service Operation 1

e. Incident Management - Key process 5. Graphic Conventions used in class presentation ­ brief overview a. Use of cross-functional flowcharts (CFF) b. Use of Business Process Modeling Notation (BPMN) c. Open standard from Object Management Group (OMG) 6. ITM OPERATIONS Incident Management ­ Cross Functional Flowchart a. Main graphic for ITM Operations Incident Management b. Swim Lanes ­ areas of organizational activity i. Red dashed rectangles ii. Contains multiple groups for simplification c. Rounded squares ­ process block i. Process related activity ii. Can represent sub processes d. Circle - thin line i. Process starting point ii. Only one per chart e. Circle - thick line i. Process ending point ii. More than one permitted per chart f. Line with arrow pointer i. Default process flow ii. Shows sequence of activity g. Line - diamond and arrow pointer i. Conditional process flow ii. Many can flow from a process block 7. ITM Operations Incident Management CFF ­ Direction of development a. Starts at User swim lane ­ No Problem b. Incidents progress downward through swim lanes ­ then more complex or serious c. Ends at SID/SWD/Vendor swim lane ­ Severe Problem (outage?) 8. ITIL Incident Management Process a. 9 steps in the process i. ii. iii. iv. v. vi. vii. Identification ­ routine transaction or real issue? Logging ­ document issue, create IRS ticket Categorization ­ determine issue type Prioritization ­ determine issue importance Initial Diagnosis ­ determine the nature of the problem Escalation ­ decide who should work the problem Investigation and Diagnosis ­ in depth troubleshooting 2

viii. Resolution and Recovery ­ fix the problem and resume operations ix. Closure ­ check for further issues, wrap up, and finish paperwork b. First 6 steps ­ Help Desk main focus i. Activities here impact ultimate outcome ii. Determines time/effort required for resolution iii. Affects customer attitude toward Operations handling of issue 9. First Contact a. Can come from many sources i. Phone ii. E-mail iii. System notification b. Most customer intensive & complex involve phone and e-mail 10. ITM Operations Incident management ­ User & Help Desk a. Entry point into the incident management process b. Help Desk has all of 15 minutes to accomplish the first 5 steps of the process 11. Incident Identification a. b. c. d. Working with user over phone or through e-mail ­ requires clear understanding Routine access request? User's request or question ­ (Yellow Arrow) actually a problem in disguise? User is reporting a problem ­ Incident Management Process begins

12. Incident Identification ­ the Help Desk Quick Start Page on the ITM intranet a. Help Desk staff should be familiar with this resource b. Contains may helpful articles 13. Incident Identification ­Quick Start link a. Help Desk Diagnosis Script b. 15 questions to use when working with the user c. Will help identify the nature of the incident & aid in faster resolution 14. Incident Logging a. Create a Incident Record System (IRS) ticket i. Main record of issue actions ii. Assures assignment continuity iii. Data for service process improvement b. Collect the required information from the user c. Enter the information into the IRS ticket 15. Incident Categorization a. Use the Help Desk Diagnosis to determine incident type b. IRS Category field offers basic types 3

16. Incident Prioritization a. Priority of incident handling depends on i. ii. iii. iv. Who the user is ­ VIPs get quick action - list on ITM SOP web page The nature of the task involved in the incident When must the user's problem be solved? How many other ITM staff affected by the incident?

b. IRS Precedence Field has allowed Priority selections c. Help Desk Staff may set: i. Routine ii. Priority d. OK from Operations Management required for: i. Immediate ii. Urgent Incident iii. Emergency 17. Initial Diagnosis a. Discovering nature of problem ­ many different paths of investigation possible b. Single user is affected i. Local - isolated to user's workstation ii. Remote - affects only that user, but not located at the workstation c. Single User - Local problem types i. Procedural ­ user does not know how to do something or the right method ii. Software ­ OS or program needs patches or changes to configuration iii. Hardware ­ some part of the workstation equipment has failed d. Single User ­ Remote Problem Types ­ most often access related i. Network ­ profile or permission need to be set up or adjusted ii. Server - permissions or drive mapping needed iii. ITM System ­ permissions or training needed e. Multiple Users ­ more serious - usually an internal or external failure ITM Internal - source is within ITM facilities and systems i. External to ITM - source is outside services or vendors f. Multiple Users ­ ITM Internal i. Network - related software or hardware failure ii. Server - OS, or other software or hardware (hard drive?) iii. System ­ Some ITM software system has failed (bug or server failure) g. Multiple User ­ External to ITM i. Telecommunications ­ remote sites cut off from systems & services ii. Service Provider ­ having some failure in service iii. Other Vendor ­ problem with hardware or software product ITM uses 4

18. Incident Escalation a. If Help Desk cannot resolve incident ­ Must decide whom to assign to user's issue. b. Single User ­ local problem ­ at user's workstation ­ assign to: i. Desk Side team ii. Site Technician c. Single User ­ remote problem ­ at a central server ­ assign to: i. Applications team ii. Server team iii. Network team 19. ITIL Incident Management Process ­ Remaining Steps: 7 ­ 8 a. b. c. d. e. Investigation and Diagnosis - in depth troubleshooting Resolution and Recovery ­ fix the problem and resume operations Closure ­ check for further issues, wrap up, & finish paperwork Help Desk usually resolves and closes the incident ­ most problems simple Escalation to groups in other swim lanes: i. Involves more intensive effort ii. Points to a more serious problem 20. ITIL Incident Management Process ­ Escalation Beyond the Help Desk a. Desk Side or Site Technician i. Attempts to resolve problem at the user's workstation ii. May escalate to the next group b. Application, Server, and Network teams i. Use specialized knowledge in subject areas c. Both groups have only one hour to resolve the incident 21. ITIL Incident Management Process ­ Escalation to Operations Management a. Escalation involves reporting to management for a decision i. Have all possibilities been exhausted? ii. Does situation justify expense of going to SID, SWD, or the Vendor? b. Management may kick the problem back (try again) 22. ITIL Incident Management Process ­ Escalation to SID, SWD, or Vendor a. Level of escalation qualifies as a serious outage b. Assigned teams will work on incident until resolved or a work-around is found. 23. Incident Management ­ Group Discussion 24. Incident Management ­ Resources 25. Customer Reports System (CRS) Client Installation a. CRS users need to have the Citrix ICA web client installed for proper access. 5

b. Facilitates customer service and status reporting. c. Procedure intended for users logging into ITM Extranet from home. d. Cannot be performed by a user on an ITM workstation without administrator privileges. 26. Open Internet Explorer and enter 27. ITM Secure Sites web page will appear. 28. ITM Secure Sites web page ­ lower right corner ­ Click the ICA Web Client link. 29. File Download screen - Two Options a. Open ­ to begin installing ICS client ­ fast (broadband) internet connection b. Save ­ to save to local hard drive ­ slow (dial-up) internet connection 30. File Download ­ Save As ­ navigate to temp folder to download ICA client and double click to start installation. 31. InstallShield Wizard ­ Click Next button to start install of EOL Universal Printer client. 32. Citrix ICA Web Client popup ­ click Yes button. 33. Citrix License Agreement ­ Click the Yes button. (Like you had a choice?) 34. Citrix Web Client - setup complete and system restart popup ­ Click the Yes button. 35. InstallShield Wizard ­ Click Finish button. 36. CRS Client Install ­ Group Discussion 37. CRS Client Install ­ Resources



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