master thesis presentation
DESCRIPTION
Master Thesis presentationTRANSCRIPT
InTeligentInteroperable Telecommunications ITIL-compliant
Services Management System
João Casalta NabaisAdvisor at DEI: Alexandre PintoAdvisor at SAPO: António Cruz
Co-Advisor at DEI: Jorge Cardoso
Domingo, 8 de Setembro de 13
Background
• Services became underpinned by technology.
• Services need to be managed.
• ITSM and ITIL Appearance.
2
Domingo, 8 de Setembro de 13
Motivation• Reducing companies costs.
• Increasing ROI (Return On Investment).
• Reducing implementation risks and time.
• Offering the possibility of increased flexibility.
• Impact in real world.
3
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Motivation
4
• Provide a web solution, for ITSM companies to manage their services lifecycle.
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Problems• High costs regarding ITIL adoption:
• Training.
• Consulting.
• Limitations of current Service Portfolio Management System Software:
• Lack of an ITSM services oriented software.
• Lack of an on-line system relating ITSM provider companies with ITSM customer companies.
5
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Goals• Development of a set of Interfaces in
conformance with ITIL
• Incident Management
• Problem Management
• Development of a Service Portfolio Management System (SPMS)
• Used by functional analyst or architect to customize an ITSM solution
• Complementary to the market
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Domingo, 8 de Setembro de 13
Interface Design
7
Service operation processes | 77
Functionalescalation
Eventmanagement Web interface Phone call Email
Incidentidentification
Is this reallyan incident?
Incident logging
Incidentcategorization
Incidentprioritization
No
Yes
To request fulfilment(if this is a servicerequest) or service
portfolio management(if this is a change
proposal)
Major incident?YesMajor incident
procedure
Initial diagnosis
No
Escalationneeded?
YesFunctionalescalation?
Yes
Managementescalation
NoHierarchicescalation?
YesInvestigationand diagnosis
No
No
Resolutionidentified?
Resolution andrecovery
Yes
Incident closure
End
No
Figure 4.3 Incident management process flow
Domingo, 8 de Setembro de 13
Interface Design
7
Service operation processes | 77
Functionalescalation
Eventmanagement Web interface Phone call Email
Incidentidentification
Is this reallyan incident?
Incident logging
Incidentcategorization
Incidentprioritization
No
Yes
To request fulfilment(if this is a servicerequest) or service
portfolio management(if this is a change
proposal)
Major incident?YesMajor incident
procedure
Initial diagnosis
No
Escalationneeded?
YesFunctionalescalation?
Yes
Managementescalation
NoHierarchicescalation?
YesInvestigationand diagnosis
No
No
Resolutionidentified?
Resolution andrecovery
Yes
Incident closure
End
No
Figure 4.3 Incident management process flow
Domingo, 8 de Setembro de 13
Interface Design
7
Domingo, 8 de Setembro de 13
Interface Design
7
Domingo, 8 de Setembro de 13
Interface Design
7
Domingo, 8 de Setembro de 13
Interface Design
7
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Architecture
8
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Ontology
9
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Ontology
9
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Ontology
9
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Scenario
10
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Scenario
10
We need to handle user issues more efficiently
Company
Domingo, 8 de Setembro de 13
Scenario
10
We can developa solution for you
Consulting Firm
We need to handle user issues more efficiently
Company
Domingo, 8 de Setembro de 13
Scenario
10
We can developa solution for you
Consulting Firm
We will analyse and design the necessary ITIL processes to manage user issues
We need to handle user issues more efficiently
Company
Domingo, 8 de Setembro de 13
Scenario
10
We can developa solution for you
Consulting Firm
We will analyse and design the necessary ITIL processes to manage user issues
We need to handle user issues more efficiently
Company
!
No need. We already have ITIL conformant Interfaces for the processes you need
Domingo, 8 de Setembro de 13
Flow
11
! SPMS
Consulting FirmITSMProvider Company ITSM
Consumer Company
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Flow
11
!
Registers
Adds ITSM ServiceAdds BPMN/WSDL
SPMS
Consulting FirmITSMProvider Company ITSM
Consumer Company
ITSM Service
Domingo, 8 de Setembro de 13
Flow
11
!
Registers
Adds ITSM ServiceAdds BPMN/WSDL
SPMS
Consulting FirmITSMProvider Company ITSM
Consumer Company
ITSM Service
Registers
Requests Instantiation
Domingo, 8 de Setembro de 13
Flow
11
!
Registers
Adds ITSM ServiceAdds BPMN/WSDL
SPMS
Consulting Firm
Allows Instantiation
ITSMProvider Company ITSM
Consumer Company
ITSM Service
Instance
ITSM Service
Registers
Requests Instantiation
Domingo, 8 de Setembro de 13
Flow
11
!
Registers
Adds ITSM ServiceAdds BPMN/WSDL
SPMS
Consulting Firm
Allows Instantiation
ITSMProvider Company ITSM
Consumer Company
ITSM Service
Instance
ITSM Service
Registers
Requests Instantiation
Edits Instance
Assign cost to elements
View Portfolio
Export Linked-USDL
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Demo
12
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Evaluation
13
• IM and PM Interfaces evaluated by SAPO
• SMPS Results:
• Must requirements - 100% (16/16)
• Should requirements - ~58% (7/12)
• Could requirements - 0% (0/2)
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Conclusions
14
• Development of ITIL Interfaces √
• SMPS development √
• Satisfactory Outcome
• Vast technological knowledge acquired
Domingo, 8 de Setembro de 13
Future Work
15
• ITIL Interface design for the remaining processes
• Development of remaining requirements (Should, Could and Won’t requirements)
• Improve SPMS features
• Publication of a paper: “ITIL Practices Interface Design”
Domingo, 8 de Setembro de 13
InTeligentInteroperable Telecommunications ITIL-compliant
Services Management System
João Casalta NabaisAdvisor at DEI: Alexandre PintoAdvisor at SAPO: António Cruz
Co-Advisor at DEI: Jorge Cardoso
Domingo, 8 de Setembro de 13