Course : T7043 – IT Services

Period : February 2018

Problem & Change Management

Session 05

D5664 – Dr. Eng. Antoni Wibowo

 Problem Management
• Problem Description
• Severity
• Time Opened
• Group Assigned
• Contact Information
• SCIM
• Time Closed
• Change Integration
• Duration for resolution
• Resolution
Change Management
 Problem Management
• Incident/Problem review meetings

• Root cause analysis review meetings

• Generate and post operational and management reports

• Provide ad hoc Incident and Problem reports

• Problem analysis and trend reporting, which lead to identifying

common problems and recommendation of improvements to
prevent future Incidents and Problems

• Maintain a current list of infrastructure IT elements

 Problem Management
• Identify and report Problems that impact customer’s business. (assign
business criticality by element, or a step from BSM)

• Identify and escalate duplicate and reoccurring Problems for

expedited resolution (provide preventative or automated actions)

• Manage Problems to resolution

• Review and validate Severity levels set by customer or IT

Infrastructure support staff

• Identify Problem trends, accuracy of information, and completeness

of problem tickets (also part of ITIL)

• Identify responsibilities between service providers and customer

within procedures
 Problem Management

Problem Flow End user reports

problem

Close Problem
Ticket with
resolution of
problem.
level l help desk
performs problem
level l help desk determination with
contacts Distributed provided procedures
Operations (level 2) and opens Problem
and routes problem ticket
ticket
No

Automated
resolutions
such as
Server up Problem Yes
down Resolved?
Yes

Dist Ops contacts project

manager and engages
Dist Ops: appropriate support group per
Performs problem determination with provided provided documentation and
documentation routes Problem ticket. If
May Engage Duty Managers as part of situation mgmt problem not resolved, Duty Problem
Opens Problem ticket if necessary Managers provide periodic Resolved?
status to management and
Pages out infrastructure support SME
customers. If the problem
Duty Managers: meets exec alert criteria,
Perform situation management Duty Managers send exec
Informs and sends Out executive alerts for both alert updates for application No
infrastructure and application if escalation is required and infrastructure by
following escalation
procedures
 Problem Management
Integration Opportunity
All event related tickets
could be automated
 If an event is closed in the BSM Tool, the Event Management Tool is
automatically updated regarding the change
 If the event is closed in the Event Management Tool, the BSM Tool is
automatically updated regarding the change. Problem
 If an event status changes in Network Management Tool, both the Event Tool
Management tool and the BSM Tool would be automatically updated
regarding the change.

BSM Tool
Auto-ticket generation
from BSM Tool or Event
Management Tool.

Bidirectional
Event Do escalation, notification,
Synchronization
and paging here.

 By implementing the router/fault isolation algorithm

included in Network Management Tools and adding
Do filtering, correlation, duplicate router/fault isolation ruleset to the Event Management ,
checking, and automated actions here. events storms will be minimized and root-cause
identification will be improved.
 Can now correlate Monitoring Tool events with network
device outage events
 IP connectivity problems can also be correlated to
monitoring heartbeat events
Bidirectional Event
Event
User Simulated Flow Mgmt Bidirectional
Transactions Event
Synchronization

Bidirectional
Unidirectional Event
Flow Unidirectional (All Servers &
Event Network
Forwarding Event
Forwarding devices)

Network Events Monitoring Tool

Unidirectional Unidirectional
Event Event
Forwarding Forwarding

Monitoring
Tool
Tape Network Monitoring
Library Monitoring Tool

Monitoring
Tool
 Possible Infrastructure Service
Interconnections with Problem Management

include:
• Configuration Management
• Event Management
• Availability Management
• Performance and Capacity Management
• Operations Management
• Security Management
• Network Management
 Possible Relationship Service
Interconnections with Problem
Management
include:
• Reporting Management

• Change Management

• Knowledge Management

• Notification Management
 Problem Management tool
sampling

– BMC’s Remedy
– HP’s Peregrine
– Managed Objects
– IBM’s Enterprise Systems Manager
– IBM MRO’s Maximo (TSD)
– PeopleSoft’s Vantive
Change Management
 Change Management

• Change Management is responsible for controlling

and managing changes to the IT environment,
from inception through implementation and in
some cases at the operational stage.
• A change is anything which alters the status of an
IT element, or in ITIL, a configuration item (CI).
• Change Management goal is to ensure that
standardized methods and procedures are used
for efficient handling of all changes, in order to
minimize the impact of change-related incidents.
 Change Management workflow
options include:
• Recursive

• Concurrent and multi branching

• Dependencies
 Benefits of Change
Management

• Minimize the risk of business continuity to IT services

• Reduce number of incidents caused by changes to none
• Ensure accurate cost assessment of proposed changes
before approval
• Allow technical changes at the rate required for
business need
• Provide connection between business and the
supporting IT Infrastructure
• Provide innovation opportunities for the business with a
supporting stable IT service
 Change Management
• Own and administer the change management process documents
• Coordinate change requirements
• Audit change records for process compliance including risk assessment
• Coordinate change process and tool requirements including customer specific
elements
• Administer as required user access to the organizational standard change
management tool
• Facilitate Change Management meeting and follow-ups. Review and seek
customers account approvals for requested changes via the weekly change
meeting
• Analyze Change management standardized operational reporting deliverables
• Document action plans to resolve identified trends and improve Change
Service Levels
• Provide ongoing Change process & tool training
• Maintain Change Document Of Understanding
 Change Management
• Changes applications, infrastructure or both.
• Establishing change windows during which changes may
be performed without negatively affecting projected
availability or SLA commitments
• Enforcement of standard methods and procedures from
request for change through post implementation review
• Establishing regular meetings and communication
schedules to evaluate proposed changes and schedules
• Control and management of the implementation of those
changes that are subsequently approved
• Maintenance of open channels of communications to
promote smooth transition when changes take place
• Increased visibility and communication of changes to both
business and support staff.
 Changes
Changes are classified by the following types:

• Hardware Installations, removals, relocations or

modification of information technology processors and
peripherals
• Software Modifications to the system operating code,
access methods
• Applications
• Network: Changes specifically related to the
installation or modifications of network components
 Changes
• Environment: Changes that involve the information technology
facilities.

• Infrastructure: Changes that involve management infrastructure

components

• Operations: Changes to operational procedures that may affect

systems availability or accessibility or changes that may impact
the normal, operational delivery of a service.

• Information : Changes that may be registered in order to ensure

the availability of specific services at special times or changes
performed by external parties

• (De)Activation: all changes for activation or de-activation of

service.
Classification of changes based on
severity include:

• Emergency Changes

• Exception Changes

• Normal Changes
Change Request Flows
High Level Process Flow
 Change management
Process Role Executing Competency

Change Activator / Installer Platform system engineer architect

Change Approver Change team; Platform system engineer; service manager

Change Assessor Change team; Platform system engineer; service manager

Change Assignee Systems Management Expert

Change Controller Change team

Change Coordinator Platform system engineer (acting service manager); service manager

Change Group Leader Platform system engineer (team/change leader)

Change Requester Platform system engineer (acting service manager); service manager

Requester / Closer Customer (CSC); Platform system engineer; Service Manager

Change Scheduler Change Team, Platform system engineer, Service Manager

Change Tester Platform system engineer

 Change management
considerations

• Lead Times
• Escalation Policy
• Notification Policy
• Endorsement Policy
• Change Meetings
• Change Control
Block diagram
Management
Workflow
 Change Controller
• Monitoring Change Categories and Service Risks
• Ensuring that all Information Technology customer and Company interests are protected
• Building and maintaining the Consolidated Change Schedule:
• Integrating new changes into the existing change schedule
• Identifying conflicts in the schedule, and negotiating adjustments with the relevant parties
• Notifying affected parties that changes are scheduled and ready for implementation
• Monitoring the implementation of changes
• Handling schedule slips and escalating the appropriate parties to recover the schedule
• Identifying and resolving change assignment issues
• Managing change approval
• Facilitating the Change Review Board meetings
• Managing exceptions of rejected records
• Resolving day-to-day change coordination actions
• Accepting and managing external change input
• Monitoring regular change control measurements
• Creating, coordinating, consolidating, and monitoring the change schedule.
 Change Scheduler

• Performs duties delegated by the Change

Controller
• Represents the Change Controller on initial
issues relating to the Change Schedule
• Responsible for the creation, coordination,
consolidation, and monitoring of change
schedules.
 Possible Infrastructure Service
Interconnections with Change
Management
include:
• Configuration Management
• Software Distribution
• Call Management
• Operations Management
• Business Process Management
• Resource Management (w/ Utility Computing)
 Possible Relationship Service
Interconnections with Change
Management
include:
• Reporting Management
• Request Management
• Knowledge Management
• Asset Management
• Notification Management
• Problem Management
 Change Management tool
sampling

– HP’s Peregrine Service Center

– IBM Tivoli Change and Configuration
Management Database
– Mercury Change Control Management™
(formerly Kintana)
– BMC® Remedy® Change Management
Application
– BMC’s Topology Discovery
– Sunview’s ChangeGear