Universidade de São Paulo
Brasil
Centro de Computaç
Computação Eletrônica (CCE)
Improving Service Management for
Effective IT Governance
Mauro Cesar Bernardes – [email protected]
Tereza Cristina M.B. Carvalho – [email protected]
USP (University of São Paulo) in numbers
• Public university, founded in 1934, has:
– 7 campi (city of São Paulo – 17 million and other cities in the
interior).
– 72 units.
– 80,500 students – undergraduate, graduate and specialization.
– 5,000 professors.
– 214 undergraduate programs.
– 229 graduate programs.
Campus at São Paulo
1
Campus at São Paulo
Campus at Piracicaba
Campus at Pirassununga
Paulista Museum at São Paulo
Campus at São Carlos
Campus at Ribeirão Preto
Medicine Institute at São Paulo
Campus at Bauru
CCE in numbers – Oct 2006
• Employees:
– Undergraduate & graduate – 70
– Technician – 130
– Basic – 40
• Multimedia Studio (2006):
– Video Transmission – 70 with 414 hours.
– Video-Conference – 122 with 377 hours.
– Support to Audio-Visual – 131 from 26 university units.
• Number of Calls for Microcomputers Installation and
Maintenance (2006): 6161.
2
CCE in numbers – Oct 2007
• Telephony:
– Numbers of PABX – 22 (Capital – 13)
– Number of terminal:
• Capital: 10604; Interior: 6200
– Number of calls for installation and maintenance:2987
o Network:
– Network Service (Installation and Maintenance):941
– Local Network projects – 23
– Number of network connections:
• Capital – 25.000; Interior: 12.000
CCE in numbers – Oct 2007
• Wireless USPnet:
– Number of Active Users: 1158.
– Number of Potential Users: 24.692.
– Number of Accesses: 293/day.
• Remote Access:
– ADSL Users (Speedy – Telefônica): 474.
– Number of ADSL Accesses: 293/day.
– Number of Dialing Accesses: 12/day.
• Number of registered Internet domains:
– Primary Domains: 62
– Secondary Domains: 69
3
CCE in numbers – Oct 2007
• Electronic Mail - @usp.br:
– Number of registered accounts – 24.692.
– Received and sent messages:
• Received:
–
–
–
–
Total: 840.000/day.
Spam Filters: 440.000/day.
Attachment Filters: 250.000/day.
Valid e-mail: 150.000/day.
• Sent: 174.000/day
– Number of calls related to e-mail configuration and dialed
access – 2.005.
CCE in numbers – Oct 2007
• Security:
– Number of answered incidents: 80/month.
• VPN (Private Connection):
– Number of external active users: 1459.
– External Accesses:226/day.
• Permanent stored data:
– Immediate Access: 4 Tbytes.
– Back-Up Access: 21 Tbytes.
4
ICT Service Management at CCE
Organizational Culture
Competences
Training
People
What
How
Where, When…
Process
Technology
Systems
Tools
Equipments
Partners
(3rd part)
5
ITIL best practices
... What isn’t defined can’t be controlled
... What isn't controlled can’t be measured
... What isn’t measured can’t be improved
Used to define, control, measure and guide
improvements in ICT Services Support & Delivery.
Service Desk – Gap Analysis
Pre-Requisits
100
90
80
Costum er Interface
Managem ent Intent
70
60
50
40
30
20
External Integration
Process Capability
10
0
Managem ent Inform ation
Internal Integration
Quality Control
Itil Reference
Products
2003
2007
6
Configuration Management – Gap Analysis
Pre-Requisits
10 0
90
80
Costum er Interface
Managem ent Intent
70
60
50
40
30
20
External Integration
Process Capability
10
0
Managem ent Inform ation
Internal Integration
Quality Control
Products
ITIL Reference
2003
2007
Incident Management – Gap Analysis
Pre -Requisits
100
90
Costum er Interface
80
Managem e nt Inte nt
70
60
50
40
30
20
External Inte gration
Proce ss Capability
10
0
Managem ent Inform ation
Internal Integration
Quality Control
ITIL Reference
Products
2007
2003
7
Problem Management – Gap Analysis
Pre-Requis its
90
80
70
External Integration
Manage m ent Intent
60
50
40
30
20
10
0
Manage m ent Inform ation
Proce ss Capability
Quality Control
Internal Inte gration
Products
ITIL Reference
2003
2007
Change Management – Gap Analysis
Pre-Requisits
100
90
Costum er Interface
80
70
Managem ent Intent
60
50
40
30
20
External Integration
Process Capability
10
0
Managem ent Inform ation
Internal Integration
Quality Control
ITIL Reference
Products
2003
2007
8
Service Desk Project
ARU /
PABX
FAX and
oficial
docs
Register
E-mail
Service
Monitoring
Tools
WEB
WEB Interface
Service Desk
Service Desk
Clients
CMDB
Júpiter
Marte
Mercúrio
Administrative
Systems
Incident Management
customers
Monitor
tools
Incident
(fone, e-mail, web...)
Incident
(automatic)
(Inputs)
Service Desk
Knowledge
Database /
Known errors
Operations
Incident Management
CMDB
Jupiter
Marte
Mercurio
Incident
Database
(Outputs)
Solved
Incidents
Customers
Monitor
Tools
Administrative
Systems
Reports
and Problems
Problem
Management
Change
Management
9
Problem Management
Incident
Management
Incident
Reports
Operation Tool
Tendency
Reports
Incidents
Schedule
(3rd day)
Events
Database
CMDB
Problem Management
Knowledge
Database
Customers
Jupiter
Marte
Mercurio
Problem Database
and Known Errors
Request for
Change
Known Errors
Workarounds
Reports
CCE Managers
Open Problems,
Known Errors,
Workarounds
Incident
Management
Usuários:
Usuários:
Clientes dos
Clientesdodos
Serviços
Users
Serviços
CCE do
CCE
Preventive
Solutions
Administrative
Systems
Change
Management
Operation
Service Desk
(25 users)
O
P
E
N
V
I
E
W
OVO
(Open View Operations)
NNM
(Network Node Management)
10
Control, measurement, management, and ...
... Governance
Planos de Ação DVEMIC
Redefinir Cronograma para Compras
5,5
Redefinir catálogo de Serviços
5
Investir em Capacit ação do Capital Humano
A ut omatizar o Controle de Estoque
Condição de implementação
4,5
Fomentar a análise e extr ação de relatórios da ferrament a de Service Desk
e controle de estoque
4
Pr omover a melhoria do relacionamento com clientes
3,5
Divulgar os serviços através de uma estratégia de M arket ing
3
Fomentar a marcação de ocorrências nas f olhas de pr esença e a análise
dos relatórios de entr ada/saída
Estruturar o serviço de consultor ia em planejament o t ecnológico em
microinformática
2,5
Capacit ar equipe para prospecção tecnológica em microinformática
2
Realizar prospecção de novas t ecnologias/ processos/melhor es prát icas
para a melhor ia dos ser viços prest ados
1,5
Tr einar funcionários em qualidade de atendimento
Pr omover a melhoria do ambiente de tr abalho
1
Estruturar Serviços par a a M ontagem de Servidores
0,5
M elhorar r elacionamento com fornecedor es
0
0
0,5
1
1,5
2
2,5
3
3,5
4
4,5
5
5,5
Grau de Necessidade
Outcomes
•
Elimination of lost or incorrect Incidents and service requests.
•
Logging all calls at the Help Desk and obtaining feedback on the service
provided, which is used to drive further improvement
•
Training operational and Help Desk staff to undertake routine
monitoring and implement fixes
•
Reduced business impact of Incidents by timely resolution, thereby
increasing effectiveness.
•
The proactive identification of beneficial system enhancements and
amendments
•
Serious campus-wide disruption to IT services are addressed as Major
Incidents
•
Actions are take to restore services as quickly as possible
•
Follow up reviews are undertake to identify the root cause of the
problem and fix it
•
Well defined service catalogue
11
Outcomes
•
More accurate CMDB information (giving an ongoing audit while
registering Incidents).
•
Improved User and Customer satisfaction
•
Providing tools that monitor core services continuously, predict
developing problems and send automatic alerts to technical staff for
analysis and resolution
•
Analyzing, tracking and fixing issues identified at the end of each
incident
•
The availability of business-focused management information related
to the SLA.
•
Improved monitoring, allowing performance against SLAs to be
accurately measured.
•
Improved management information on aspects of service quality.
•
Better staff utilization, relationship, leading to greater efficiency.
•
Well documented processes
Outcomes
1181
1182
1125
1166
1143
1126
1098
1066
1051 1060
1059
992
984
967
861
830
80
70
60
829
800
50
700
637
40
600
473
462
416
369
400
322
244
30
337
276
20
189
200
10
0
0
Average time) to solve incidents related to an equipment failure
Number of in line equipments to be fixed
2500
2196
2000
Número de CHTs atendidas
Number of Incidents
CHTs
63,76
940
14,03
22,1
11,51
16,11
12,4
14,55
15,74
12,60
9,38
12,69
14,77
14,54
13,80
16,48
13,57
11,43
16,95
14,82
14,27
11,81
9,32
12,54
11,82
8,84
4,93
15,28
10,67
6,5
14,54
13,72
15,35
27,55
18,21
10,99
10,75
13,01
11,3
15,5
14,13
14,80
16,50
14,70
16,60
16,79
20,35
16,90
11,44
850
823
986
892
887
846
806807796
44,87
51,51
48,45
51,29
46,82
46,75
36,80
33,04
28,93
23,17
1105
1039
1014
965
1000
50,23
51,88
50,84
44,86
51,98
1200
1500
1342
1362
1217
2003
1118
2006
982
1000
796
860
873
556
500
516
398
323
143
0
91
0
01 a 5 dias
0 to 5
(days)
06 a 10 dias 11 a 15 dias 16 a 29 dias 30 a 59 dias 60 a 89 dias
16 to 29
30 to 59
60 to 89
6 to 10
11 to 15
(days)
(days)
(days)
(days)
(days)
90 a 150
90 to 150
dias
(days)
mais de 151
More than 150
dias
(days)
Time (average) to solve an incident related to an equipment failure
12
Next steps
We know
where
we are
The main
steps were
defined
Steps review &
define new ones
The budget
is settled
Budget review &
tuning
Indicator
analysis,
review &
tuning
The indicators
are settled
We know
where we
want to be
Thank you!
Mauro Cesar Bernardes – [email protected]
Tereza Cristina M.B. Carvalho – [email protected]
13