Operational Management - Group() Project
Project: IT Operational Excellence
Submitted by: (Sec A)
Rohit Gupta(EPGP-09-151)
Ritesh Tayal(EPGP-09-063)
Sachin Mittal(EPGP-09-154)
Contents
Acknowledgement .................................................................................................................................. 3
Abstract ................................................................................................................................................... 3
Introduction ............................................................................................................................................ 3
Objectives ............................................................................................................................................... 3
Approach Used........................................................................................................................................ 4
ITIL ....................................................................................................................................................... 4
Service Level Agreement..................................................................................................................... 5
Key Ingredients of SLA template ..................................................................................................... 5
RACI ................................................................................................................................................. 5
Service Operations .......................................................................................................................... 6
Request Fulfilment .......................................................................................................................... 7
Incident Management Process ....................................................................................................... 7
Problem Management .................................................................................................................... 8
Summary of steps ................................................................................................................................... 9
Conclusion ............................................................................................................................................. 11
References ............................................................................................................................................ 12
Acknowledgement
We the students of EPGP 09 batch would like to extend our sincere thanks to the institute
IIMK and Professor Ashutosh Sarkar for providing us the opportunity to study and
understand various tool and techniques in Operational Management.
Abstract
In this project, we are discussing the issues faced while setting up operations for handling IT incident
and Business requests while setting up new Production Support team in an Investment Bank.
Introduction
We are trying to address the below problems found while course of setting up new IT
Support teams.
Due to these problems business is not satistified by the services provided and lost trust in IT
and IT was also not able to cope up with the business requests.
Objectives
Above problems mentioned were nearly resolved by implementing ITIL Frame work -
Information Technology Infrastructure Library, which is the best know frame work for
providing IT services to the business.
Here we will be discussing the problems faced in IT operations stage and how they were
address by IT Service operations of ITIL.
Approach Used
ITIL
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of
detailed practices for IT service management (ITSM) that focuses on aligning IT services with
the needs of business. In its current form (known as ITIL 2011), ITIL is published as a series of
five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL
underpins ISO/IEC 20000 (previously BS 15000), the International Service Management
Standard for IT service management, there are some differences between the ISO 20000
standard and the ITIL framework.
ITIL describes processes, procedures, tasks, and checklists which are not organization-
specific, but can be applied by an organization for establishing integration with the
organization's strategy, delivering value, and maintaining a minimum level of competency. It
allows the organization to establish a baseline from which it can plan, implement, and
measure. It is used to demonstrate compliance and to measure improvement.
ITIL 2007 has five volumes, published in May 2007, and updated in July 2011 as ITIL 2011 for
consistency:
ITIL Service Strategy: understands organizational objectives and customer needs.
ITIL Service Design: turns the service strategy into a plan for delivering the business
objectives.
ITIL Service Transition: develops and improves capabilities for introducing new
services into supported environments.
ITIL Service Operation: manages services in supported environments.
ITIL Continual Service Improvement: achieves services incremental and large-scale
improvements.
Service Level Agreement
Service Level Management provides a point of regular contact and communication to the customers
and business managers of an organization. It represents the IT service provider to the business and
the business to the IT service provider. The Service Level Manager works with customers to ensure
that expectations and service quality match while the service is being designed and also after the
service goes live; this includes new and existing services.
In addition, the Service Level Management process establishes and maintains Service Level
Agreements (SLAs) for all current, live services and reviews them at least annually.
Key Ingredients of SLA template
RACI
Service Operations
The purpose of Service Operation is to coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and customers. Service Operation
is also responsible for the ongoing management of the technology that is used to deliver and
support services. Service Operation embodies five processes and four functions
Request Fulfilment
Request Fulfilment refers to the process of dealing with Service Requests from the users.
The objectives of the Request Fulfilment process include:
To provide a channel for users to request and receive standard services for which a predefined
approval and qualification process exists
To provide information to users and customers about the availability of services and the procedure
for obtaining them
To source and deliver the components of requested standard services
To assist with general information, complaints, or comments
Incident Management Process
The formula for calculating priority is Priority = Urgency + Impact.
Priority: Simply means the order in which we will handle these items. In order to prioritize
incidents, we must consider the incidents impact and urgency.
Impact: The effect of the incident upon the business. (How much is this incident hurting
the business?)
Urgency: How quickly the incident needs to be resolved.
Problem Management
Summary of steps
1. After having multiple discussions, management agreed to go with ITIL Framework to
address problems mentioned in Introduction section.
Tool Used
Service now is the widely accepted tool for doing various function, in our case tool was
implemented to log Incident tickets/User requests, Problem tickets
2. Continuous meeting were done with business and various SLA's were framed, priorities of
Incidents were agreed.
Priority of Incidents
Priority Response time
P1 1 hour
P2 4 hours
P3 2 Business Days
P4 4 Business Days
3. Incident management process was implemented.
Stats per month:
Incident management process
Team Size 20
Service Desk 8
Application Mgt 12
Total Incidents and Service Requests 2500
Resolved by Service desk 500
Resolved by Application Mgt 2000
4. Problem management process was implemented.
Incident tickets for which root cause was not know are addressed in problem management
meetings.
Roughly 10 problems per month are reported.
Approach used
Ishikawa diagrams (also called fishbone diagrams, herringbone diagrams, cause-and-effect
diagrams, or Fishikawa) are causal diagrams created by Kaoru Ishikawa (1968) that show the
causes of a specific event.
Common uses of the Ishikawa diagram are product design and quality defect prevention to
identify potential factors causing an overall effect. Each cause or reason for imperfection is a
source of variation. Causes are usually grouped into major categories to identify and classify
these sources of variation.
Conclusion
Before implementing ITIL
Per month stats
Before Implementing ITIL Process
Issues tickets No records
User Satisfaction Low
After Implementing ITIL
Per month stats 2017
Month Tickets Resolved
Jan 2600 2100
Feb 2400 1900
Mar 2500 2000
Apr 2700 2200
May 2300 1800
Jun 2500 2000
Total 15000 12000
Percentage 80
Ticket Stats 2017
3000
2500
2000
Tickets
1500
Resolved
1000
500
0
Jan Feb Mar Apr May Jun
References
Wikipedia
ITIL V3 by Jill Knapp
