ITIL Process Variances from ITIL

Last Review Date: 2007-07-26 Next Review Date: 2008-06 GO-ITS 37 Status: Approved Version 1.2 Table Of Contents 1.

INTRODUCTION ……………………………………………………………………………………………… 4 1.1 Background and Purpose………………………………………………………………………………….. 4 1.2 Scope…………………………………………………………………………………………………………….. 8 1.1.1 In Scope: ……………………………………………………………………………………………… 8 1.3 Applicability Statements ……………………………………………………………………………………. 8 1.4 Requirements Levels ……………………………………………………………………………………….. 9 1.5 Recommended Versioning and/or Change Management ………………………………………. 9 1.6 Publication Details………………………………………………………………………………………….. 10 2.

INCIDENT MANAGEMENT………………………………………………………………………………….. 11 2.1 Common Process Principles ……………………………………………………………………………. 12 2.2 Process Roles ……………………………………………………………………………………………….. 16 2.3 Process Flow ………………………………………………………………………………………………… 21 2.4 Common Process Metrics ……………………………………………………………………………….. 24 2.5 Standard Process Parameters …………………………………………………………………………. 25 3.

RELATED STANDARDS …………………………………………………………………………………….. 25 3.1 Impacts to Existing Standards………………………………………………………………………….. 25 3.2 Impacts to Existing Environment ………………………………………………………………………. 25 4.

CONTACT INFORMATION………………………………………………………………………………….. 26 5.

ACKNOWLEDGEMENTS ……………………………………………………………………………………. 27 5.1 Editors………………………………………………………………………………………………………….. 27 5.2 Contributors ………………………………………………………………………………………………….. 27 5.3 (ITSD Contextual Model Core Team)………………………………………………………………… 28 6.

DOCUMENT HISTORY ……………………………………………………………………………………….. 28 7.

COPYRIGHT INFORMATION ………………………………………………………………………………. 28 APPENDIX ……………………………………………………………………………………………………………. 29 A.

Process Variances from OPS V1.4 Process Guides……………………………………………… 29 B.

Standard Parameter Allowable Values ……………………………………………………………….. 33 C.

Process Localization Guidelines………………………………………………………………………… 33 D.

Process Variances from ITIL …………………………………………………………………………….. 33 E.

Data Requirements for Incident Recording………………………………………………………….. 33 GLOSSARY ………………………………………………………………………………………………………….. 34 References…………………………………………………………………………………………………………. 42 © Queen’s Printer for Ontario, 2007 3 Last Review Date: 2007-07-26 Next Review Date: 2008-06 GO-ITS 37 Status: Approved Version 1.2 1. Introduction 1.1 Background and Purpose Introduction to the Portable Process Guides This standard process guide is part of a portable set of ITSM process documentation intended for use as a reference across the OPS.

This documentation establishes the required OPS baseline for ITSM process adoption and describes what needs to be done.

A Key objective identified during OPS ITSM Planning workshops held in December 2003 was to “Define Standard Portable Elements for All ITSM Processes”.

Hence, the guides were designed to be portable across all IT Clusters and Service Partners in the end-to-end OPS supply chain and were only designed to include the necessary process components that were required to be common across the OPS.

Additional granularity and detail was to be developed at the local level as required.

The GO ITS 37 VERSION 1.1 used the OPS Standard Incident and Problem Management Process Guide version 1.4 (last updated in March, 2001) as its starting point.

Changes were made for three reasons: • • • Principles, Roles, Responsibilities and Processes that do not need to be specified OPS-wide were removed or streamlined.

The guides were updated to reflect a maturing of the OPS in its implementation of the Incident Management Process.

The guide was updated to reflect the evolution of ITIL best practices. Appendix A outlines the key variances between the Standard ITSM Process Guide V1.4 and GO ITS 37 VERSION 1.1 OPS Portable Process Guide.

Version 1.2 of the GO ITS 37 builds upon this with the addition of two new Process Roles.

They are directly related to the mandate provided to the Office of the Corporate Chief-Service Delivery by ITELC in October 2005 to establish a Single Point of Contact (SPOC) IT Service Desk function for the OPS.

These roles are the Partner Incident Management Liaison and Partner Knowledge Management and Support Model Liaison.

GO-ITS 44 ITSM Terminology Reference Model Portable Guide provides a common information model for key process parameters that require standardization across the OPS to ensure consistency, reliable business intelligence and to support end-to-end crossjurisdictional service management.

Please refer to this link for full text: http://www.gov.on.ca/MGS/graphics/STEL02_047445.pdf © Queen’s Printer for Ontario, 2007 4 Last Review Date: 2007-07-26 Next Review Date: 2008-06 GO-ITS 37 Status: Approved Version 1.2 — Status: Approved Version 1.2 B.

Standard Parameter Allowable Values Please refer to the Classification Model section of the GO-ITS 44 ITSM Terminology Reference Model Portable Guide for standard process parameters and allowable values for Incident Management.

Please refer to the State Model section of the GO-ITS 44 ITSM Terminology Reference Model Portable Guide for standard status/state parameters and their definitions for Incident Management. C.

Process Localization Guidelines Portable guide content typically applies to all organizations and groups within the OPS.

Localization involves adding group-specific information that applies to a particular organization or group.

For every group, local content will focus on what’s important for the particular environment.

In the case of Incident Management, the mandate provided through ITELC to the OCCSD has directed the OPS ITSD to manage and maintain the Incident Management process for the OPS.

Detailed specific standard, procedures and roles are available through GO ITS 55. D.

Process Variances from ITIL Problem Management has been separated in the OPS as a process requiring proactive effort and involvement as compared to the reactive nature of Incident Management process.

The Incident Management process in the OPS also covers Service Request handling.

Incidents of high impact are not currently escalated to the Problem Management process as prescribed in ITIL / ITSM documentation.

This is a conscious deviation to ensure that the OPS Problem Management process will focus on ‘proactive’ service improvement initiatives rather than ‘reactive’ firefighting. E.

Data Requirements for Incident Recording The following data should be recorded during the Incident life cycle • • Unique reference number Incident Classification parameters: o Component Category o Service Category o Type o Impact © Queen’s Printer for Ontario, 2007 33 Last Review Date: 2007-07-26 Next Review Date: 2008-06 GO-ITS 37 Status: Approved Version 1.2 — © Queen’s Printer for Ontario, 2007 GO-ITS 37 Status: Approved Version 1.2 Term Production environment RACI Matrix Description A subset of IT infrastructure that participates in delivery of Service.

RACI diagrams are tools used to map activities to roles and define how roles contribute to an activity.

A collection of new or changed CIs.

The HP ITSM process, which controls the release of changes in the production IT Infrastructure.

It is a component of the ITIL Release Management Process.

The service or IT infrastructure Configuration Item (CI) is available when expected / as defined in the SLA.

It can also be described as freedom from failure.

It is expressed in terms of MTBF – average uptime.

Form, or screen, used to record details of a request for a change to any CI within an infrastructure or to procedures and items associated with the infrastructure.

Degree redundancy of a CI with the intent of eliminating single points of failure in the infrastructure.

Security incidents are those events that cause damage to confidentiality, integrity or availability of information or information processing and materialize as accidents or deliberate acts.

Security Management is the process of managing a defined level of security on information and IT services, in addition to managing the response and effect of security incidents.

The actual service levels delivered by the IT organization to a customer within a defined life span. Release Release to Production Reliability Request for Change (RFC) Resilience Security Incidents Security Management Service achievement

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