Need help on Reporting

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karthikrajeev
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Thu Jul 01, 2010 9:25 am

I need some expert advice on the below scenario:

We have a fairly matured Service Desk and Incident Management Process in our organization. Also, we a team of Service Managers who own a list of services under them and they are responsible for conducting Service Review meetings with Business/customers on regular basis.

One of the issues that the SMs faced was on the reporting outages to Business/Customers for high impact incidents.

Whenever a High Impact (HI) incident is reported, the Incident Management team creates one primary ticket, say P1 (priority 1) and duplicates the rest of the incidents (which are reported by other users from other business units, or from other countries) into this P1.

From technology failure this is seen only as a single P1 incident however since multiple business units across countries could have been impacted due to this, Service Managers wanted tool level enhancement to be done.

For example if there is one High Impact incident for a core network failure there will be one primary ticket and all other tickets raised by various application service users will get tagged/duplicated to this.

Now, from the reporting point of view Incident Management has enabled a tool level enhancement in the CRM to add 'outage records' created into the primary incident. This will help the Service Managers to accurately provide the Service Outages for a particular service for a particular country.

Since the Business reporting provides multiple P1 outage records, Business perceives that the IT infrastructure is instable without understanding the purpose for which it was created.

I would like to know how this reporting for major incidents is done for Business by the service managers in other major companies? Is there some best practice that we can adopt from ITIL?

My aim is to prepare a case study and provide
1) Industry best practices Vs Existing practice
2) SWOT of following the existing model and Industry best practice.


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Diarmid
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Thu Jul 01, 2010 1:30 pm

You have to step back from the tools you are using and consider what is really happening and how you need to manage it.

I think you are allowing the management of the incident to confuse the business reporting.

If a core network component goes down, impacting several services to various locations, then management of the incident requires that you know which services are impacted (thus your multiple outage reports).

Now, when you report incidents centrally to the business, you need to tell them there was an incident with a core component and it impacted
  • at
    • . but while managing the incident you talk to the customers/users in terms of a disruption to their specific service.

      It is just a matter of designing your tools to report appropriately in each context.

      You may well be aggrieved that the business considers the multiple "incidents" to indicate general instability in your infrastructure, when all the time you have one or more single points of failure at the centre of your infrastructure. Once they understand this, it will be easier to start looking at the implications for the future in an effective way.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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karthikrajeev
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Mon Jul 05, 2010 3:53 am

Thanks Diarmid.
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SubbuA
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Thu Jul 22, 2010 6:33 am

I agree with the solution ... it is reporting the approproprite things to the appropriate people...

I suggest, your incident management for ITIL be treated seperately so as to use full fledged ITIL processess to manage them

and use a BI tool to design reports having multiple sections - all reporting on the outages.... so one report designed with multiple sections with each section giving a different angle for each of the autages so as to suit the business and also to be used within the Incident Management teams to help them deal with the issue, the user, the customers and the resolution teams.

Little costly initially - but very profitable on long run - will solve most of ur future problems on reporting as well.... so that you can carry your ITSM without these top business managers poking you each time and thus taking ur focus away from the actual work to answering them often
Regards,
Subbu A
ITIL Certified and well experienced
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rajguru
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Fri Nov 19, 2010 3:04 am

SubbuA wrote:I agree with the solution ... it is reporting the approproprite things to the appropriate people...

I suggest, your incident management for ITIL be treated seperately so as to use full fledged ITIL processess to manage them

and use a BI tool to design reports having multiple sections - all reporting on the outages.... so one report designed with multiple sections with each section giving a different angle for each of the autages so as to suit the business and also to be used within the Incident Management teams to help them deal with the issue, the user, the customers and the resolution teams.

Little costly initially - but very profitable on long run - will solve most of ur future problems on reporting as well.... so that you can carry your ITSM without these top business managers poking you each time and thus taking ur focus away from the actual work to answering them often


Subbu..

i believe you are the one in service mgmt team in CSC .. right?
one quick question.. do you have any idea about the tools availability for network capacity management?

if so, please let me know the list of best tools to deploy.. if it is open source then its far better to evaluate and deploy.
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