IT System Integration

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C1 Deploy Enterprise Network
Professional Attributes

• Problem Solving [Intermediate]

• Decision Making [Intermediate]
• Teamwork [Basic]
Content Analysis Map
 Subtask 1:
Prepare for deployment according to
established organisational procedures
Content Analysis Map
IT Service Management (ITSM)
• IT services as the key means of delivering and obtaining value, where
an internal or external IT service provider works with business
customers, at the same time taking responsibility for the associated
costs and risks.
• ITSM establishes a set of practices, or processes, constituting a
service management system.
• There are industrial, national and international standards for IT
service management, setting up requirements and good practices.
IT Service Management (ITSM)
ITSM and ITIL
• ITIL is the most adopted and recognized body of knowledge for ITSM.
ITIL®, the popular acronym for IT Infrastructure Library, as its name
indicates, was created as a library of books that document industry-
accepted best practices for ITSM
• ITIL® is a best practice framework that gives guidance on how ITSM
can be delivered.
Videos
• What is ITSM?
• https://www.youtube.com/watch?v=Zt6GNAIoUsY
• What is IT Service Management by FreshService (Video 1)
• https://www.youtube.com/watch?v=v1A82f4ZGMk
• What is IT Service Management by FreshService (Video 2)
• https://www.youtube.com/watch?v=b1wHb27VbwA
Benefits of ITIL and ITSM
• Faster and more flexible service delivery practices to support digital transformation
• Better strategic alignment between IT and the business
• Smoother integration between evolving software delivery practices and the enterprise
customer support framework
• Improved service delivery and customer satisfaction
• Reduced costs through improved use of resources
• Greater visibility of IT costs and assets
• Better management of business risk and service disruption or failure
• Improved accountability through standardization
• Making IT a key player
• Manage change effectively
ITSM Worktypes (Type of ITIL Request)
• There are a number of worktypes used for IT Service Management.
When assigned to the correct type, work gets the handling
appropriate to it.
• Service request
• Incident
• Major incident
• Problem
• Change
• Release
ITSM – Service Request
• A service request is a request from a user for information, advice, or
access to an IT service, such as:
• A customer asks for a set of codes for Cornell Two-Step Login (Duo).
• A customer asks whether they will have access to their Cornell email account
when they leave the university.
• A telecom coordinator requests a new desk phone on behalf of someone they
support.
ITSM – Incident
• An incident is an unplanned interruption or reduction in quality of
an IT service. Failure of a configuration item (asset) that hasn't yet
had an impact on a service is considered an incident.
• Work done on an incident focuses on getting users up and running
after disruptions. The incident can be resolved with a workaround.
• Incident examples include:
• Remedy is slow to respond.
• A customer’s computer is not backing up correctly.
• One disk from a mirror set has failed.
•
ITSM – Incident
Incident Priority
• 3. Low One or two personnel
Degraded Service Levels but still processing within SLA
constraints. (Does not apply to VIP level)
2. Medium Degraded Service Levels. Multiple personnel or VIP level
IMPAC affected. Constraints or able to perform only minimum
level of service. It appears cause of incident falls across
T multiple functional areas.
1. High All users of a specific service
Personnel from multiple agencies are affected. Public
facing service is unavailable.
ITSM – Incident
Priority Target

Response Resolve

3 - Low 90% - 24 hours 90% - 7 days*

2 - Medium 90% - 2 hours 90% - 4 hours

1 - High 95% - 15 minutes 90% - 2 hours

ITSM – Major incident
• A major incident is any service disruption known to or expected to
have impact resulting in multiple incidents, whether or not multiple
reports have already occurred. While a frequent use case for major
incident is service outages, a service need not be completely down to
qualify as a major incident.
ITSM – Problem
• A problem is a cause of one or more Incidents. The cause isn't
usually known at the time the problem record is created. The
problem management process is responsible for investigation. A
problem ticket can be created even in the absence of an incident to
relate to it. A CIT-wide process for problem management is being
developed in tandem with the TeamDynamix implementation. It will
essentially be a root cause analysis, often involving multiple teams,
and aim to prevent problems from recurring.
ITSM – Change
• A change is an addition, modification, or removal of anything that
could affect IT Services. This may include IT services, configuration
items, processes, documentation, and other related elements.
ITSM – Release
• A release is a collection of hardware or software documentation,
processes, or other components required to implement changes to
IT services. The contents of each release are managed, tested, and
deployed as a single entity.​Release management is not in scope for
the initial TeamDynamix project, but is under consideration for future
improvements.
IT Governance
• Provides a structure for aligning IT strategy with business strategy. By
following a formal framework, organizations can produce measurable
results toward achieving their strategies and goals. A formal program
also takes stakeholders' interests into account, as well as the needs of
staff and the processes they follow. IT governance is an integral part
of overall enterprise governance
• What is IT Governance?
• https://youtu.be/5U5f17vO1Y0
Roles & Responsibilities in IT Service
Management
• Clear definitions of accountability and responsibility are essential for effective
service management. To help with this task the RACI model or “authority matrix”
is often used within organizations to define the roles and responsibilities in
relation to processes and activities

R - Responsible The person or people responsible for correct execution – for getting
the job done

A - Accountable The person who has ownership of quality and the end result. Only one
person can be accountable for each task
C – Consulted The people who are consulted and whose opinions are sought. They
have involvement through input of knowledge and information

I – Informed The people who are kept up to date on progress. They receive
information about process execution and quality
Roles & Responsibilities in IT Service
Management
• However, whatever the role, it is imperative that the person carrying
out that role has the following attributes:
• Awareness of the business priorities, objectives and business drivers
• Awareness of the role IT plays in enabling the business objectives to be met
• Customer service skills
• Awareness of what IT can deliver to the business, including latest capabilities
• The competence, knowledge and information necessary to complete their
role
• The ability to use, understand and interpret the best practice, policies and
procedures to ensure adherence
Roles & Responsibilities in IT Service
Management
• The following sample roles have been defined and some roles that are
relevant to the tasks that you will be performing
People Facing Roles Service Desk Operators; Business Relationship Manager; Supplier Relationship
Manager
Technology Facing Roles Incident Manager; Problem Manager; Change Manager; Enterprise Architect;
System Developer; Project Manager; System Support; Configuration and
Deployment Manager; IT Security Manager; Network Operations Centre
Analyst

Other Roles Service Delivery Manager; Service Portfolio and Catalogue Manager
Case Management System (CMS)
• A system to consolidate all the information that is pertinent to a case.
The system also supplies any and all the tools that may be necessary
for a follow up on the matter.
• Benefits
• Digital record-keeping decreases paperwork.
• Efficient resolution of cases through effective collaboration.
• Increased transparency.
• Clear audit trails.
• Improved and personalized customer care
Change Request
• A very critical service management practice within ITIL.
• Introduce improvements in services as well as other service management
practices.
• A change is defined as the addition, modification, or removal of anything
that could have a direct or indirect effect on services.
• Services that can lead to a change/changes:
• IT infrastructure
• Applications
• Documentation
• Processes
• Supplier relationships
• Any other critical components of the service
CMS and ITIL Practices
• Not every organization may be using a full-fledged CMS!
• Having a good process is not about the system you have, but
the practice you have put in place!
• Having a good CMS improve the experience of running an IT
operation smoothly, with increased productivity and
efficiency.
Examples of CMS
• ServiceNow (https://www.servicenow.com)

• Manage Engine Service Desk Plus

(
https://www.manageengine.com/products/ser
vice-desk/
)

• Fresh Service
(https://freshservice.com)
 Stakeholders
• At the centre of the CMS is
the Service Desk team.
They are the single point
of contact to open and
close all requests.
• Who are some of the
stakeholders that the
Service Desk Operators
need to interact with?
Image source: https://www.bmc.com/blogs/five-ways-provide-world-class-service-desk-experience/
Change Control Practice
• The purpose of the change control practice is to maximize the
number of successful IT changes by ensuring that risks have
been properly assessed, authorizing changes to proceed, and
managing the change schedule.
• It is important to distinguish change control from organizational
change management. While organizational change management
manages the people aspects of changes to ensure that
improvements and organizational transformation initiatives are
implemented successfully, change control is usually focused on
changes in products and services.
Changes Types
Type of Change Description
Standard Change  A low-risk, pre-authorized change that is well understood and fully documented, and can be
implemented without needing additional authorization.
 Is often initiated as a service request, but may also be an operational change.
 Requires a full risk assessment and authorization only during creation, or modification due to
business change or occurrence of an incident.

Normal Change  A change that needs to be scheduled, assessed, and authorized following a standard process.
 Involves change models based on the type of change determine the roles for assessment and
authorization i.e. low level changes require local (team or supervisor) authorization while high
level changes may require board level authorization.
 Initiation is triggered by the creation of a manual or automated change request.

Emergency Change  A change that must be implemented as soon as possible without strictly following the standard
process e.g. to resolve an incident or implement a security patch.
 The process for assessment and authorization is expedited to ensure quick implementation, so
scheduling and documentation is not a priority.
 The change authority may be separate from what is standard or normal practice, typically smaller
in number but with greater capacity to expedite approval.
Change Request Process

Stage Process
1. Request for Change Requestor submit a Request for Change (RFC) using a standard change request template.

2. Change Approval The request will be routed/received by the approving authority within the organization. In some organization, where a
complex change (e.g. emergency) is necessary, the requestor will need to present the request to the Change-Advisory
Board (CAB) detailing the plan, the execution and the risk involved with the change. The CAB member may comprise of
senior management and key technical personnel within the organization. The CAB delivers support to a change-
management team by advising on requested changes, assisting in the assessment and prioritization of changes.

3. Change In this stage, the engineer or implementation team will communicate with the user or customer to plan the schedule
Implementation and implement the necessary change.
4. Validation and Testing Engineer or implementation to validate the change by performing a series of test, which includes UAT or User
Acceptance Test to confirm the change has no impact to business operation or service delivery.
5. Change Closure Engineer update documentation and close the case. Service Desk team to confirm with user or customer with the
signing of User Acceptance Test form to close the case.
Change Authority
• The change authority is defined as a person or group who authorizes
a change.
• Authorized Stakeholders (Different organization policy varies)
• Team leader
• Supervisor
• Manager
• CEO
• Board of directors
• Customer
• Regulator
• Essential that the correct change authority is assigned to each type of
change to ensure that change control is both efficient and effective.
 Change Communication
• Effective communication required!
• Prevent surprises!
• The change schedule is used to help plan
changes, assist in communication, avoid
conflicts, and assign resources. It can also be
used after changes have been deployed to
provide information needed for incident
management, problem management, and
improvement planning.
• Communication is quite simply one of the
most significant enablers of successful service
management.
Image source: https://www.axelos.com/news/blogs/december-2015/itil-practitioner-communication
Video
• URL on Change Request video:
• https://www.youtube.com/watch?v=V-UVX3GjY34
Summary
• In this subtask, you have learned how to create and submit a change request
to customer. Below are some important points to remember:

• A change request is not required for a standard change (pre-approved deployment).

You will need to escalate the incident to the next level if you find yourself taking too
long to diagnose a case.
• Where a change request is required, determine the complexity of the change and seek
the relevant Change Authority for approval.
• As an engineer supporting or implementing the change, you will get to interact with
stakeholders such as Service Desktop Operators and end user. It is important that you
practice professional attributes such as service orientation and good communication
skills at all time. During the process of change request, you need to exercise good
control in your communication, patience and understanding when the Change
Authority or customer seek clarification from you.
• You should also keep the Change Authority or the customer with the informed decision
on the changes you are making.