ITIL. Incident- und Problem- Management in der Anwendung. Uli Manschke Technical Consultant HP OpenView

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2 ITIL Incident- und Problem- in der Anwendung Uli Manschke Technical Consultant HP OpenView 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

3 Der Weg zu kontrollierbaren Kosten Verbindung der IT- Komponenten mit Geschäftsprozessen Optimierung übergreifender / integrierter Prozesse Business business service views, business impact analysis, business planning/modeling Service baselining, historical analysis, SLA reporting, end-user experience monitoring Silo-Prozesse Keine Prozesse Operations administration, discovery & topology, inventory, fault management, status monitoring, troubleshooting, event console, alarm correlation, root cause analysis Element installation, configuration & maintenance of individual IT components 3 26 October 2006

4 Integrierte Prozesse brauchen integrierte Werkzeuge Asset Configuration Consolidated Service Desk Identity Consolidated Event and Performance End To End Application 4 26 October 2006

5 Beispiel Automatischer Password Reset Meldung Prüf-Frage Reduziert Helpdesk-Anrufe um bis zu 45% Zentrale Nachverfolgung von Vorfällen und Änderungen Passwort-Reset Mehrere PW-Reset-Optionen in einer Lösung Erzwingung der Einhaltung von Organisations-Vorgaben über alle Benutzerbereiche hinweg Abschluß der Anfrage 5 26 October 2006

6 Beispiel Service Level Definition SLA und Meßwerte Aktivierung der Messung Messung Aufzeigen des Mehrwertes der IT Zentral integriertes und automatisiertes SLM Minimierung von kritischen Ausfällen und Risiken Integrierte SLA-Metriken und -Analysen Ereignis Incident-Bearbeitung SLA Report 6 26 October 2006

7 Zusammenspiel der Bereiche für ITIL ITIL Service Service Support Service Delivery Service Desk Incident Mgmt Service Level Mgmt Problem Mgmt Financial Mgmt Configuration Mgmt Capacity Mgmt Change Mgmt IT Service Continuity Release Mgmt Availability Mgmt 7 26 October 2006

8 Kontrollierte Abläufe nach ITIL Service Desk Kontakt zum Kunden Konfigurations-DB SLA/SLM Incidents, Service Call s Problem Change Incident, Service Call = Zwischenfälle - Brandbekämpfung Problem = Ursachenforschung - Warum brennt es jeden Mittwoch? Change = Änderung an IT: Planen, Durchführen, Dokumentieren 8 26 October 2006

9 Incident und Problem am Beispiel

10 ITIL Das Hütchen-Spiel ITIL Rollen: Incident Manager Problem Manager Change Manager Configuration Mgr. Release Manager (Störungen) (Probleme) (Änderungen) (Konfig.) (Versionen) October 2006

11 Incident & Problem IT-Incident umfasst typischerweise den gesamten organisatorischen und technischen Prozess der Reaktion auf erkannte oder vermutete Sicherheitsvorfälle bzw. Störungen in IT-Bereichen sowie hierzu vorbereitende Maßnahmen und Prozesse. Nach ITIL umfaßt Incident daneben auch jedes andere Ereignis, welches mit IT zu tun hat (insbesonderes IT-Anfragen). Ziel ist die schnellstmögliche Wiederherstellung der Service-Leistung (auch mit Workarounds). Problem arbeitet, anders als das Incident, sowohl reaktiv als auch proaktiv: Neben der Beseitigung aktueller Störungen die das Incident nicht beheben kann, werden mögliche oder bereits eingetretene Störungen und ihre Ursachen analysiert und Maßnahmen zur ihrer Verhinderung oder Behebung entwickelt. Wesentliches Ziel ist hierbei die 'dauerhafte Problemlösung' October 2006 Quelle: Wikipedia,

12 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

13 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

14 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

15 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

16 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

17 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

18 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

19 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

20 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

21 Das HP ITSM Referenzmodell Business - IT Alignment Operations Bridge Business Assessment IT Strategy Development Service Planning Security Customer Service Level Service Delivery Assurance Configuration Change Incident Operations Problem Release to Production Availability Capacity Cost Build & Test Service Design & Service Development & Deployment October 2006

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