ITIL Basics
What is ITIL?
https://en.wikipedia.org/wiki/ITIL
More information/history about ITIL
http://searchdatacenter.techtarget.com/definition/ITIL
While we will not be doing ITIL training, we will look at some of the principles of ITIL in relation to providing service desk type support to resolve IT problems.
Prioritising
You can read the whole article (see link below), which I recommend as it is well written and quite an easy read, but in the meantime, here are a couple of the main points that are relevant to today's lesson.
Read More here:
http://www.bmcsoftware.com.au/guides/itil-incident-management.html
Activity 1
How would you prioritise the following incidents/calls to the South East TAFE Helpdesk and why?
1. A new student enrolled this morning and does not have a network login account yet. Classes are about to start.
2. The datashow in one of the computer labs is not working and the teacher needs this for her class.
3. SE Tafe's student management system is down. No one is able to access information about students and no enrolments can be processed.
4. One of the printers in the library has run out of cyan toner and can not print documents in colour.
5. One of the printers in the library has stopped working - it cannot find the network. Switching it off and on again has had no effect.
6. All printing services within the organisation have ceased. No one is able to print to any Network printers and there is a message displayed stating that the "server cannot be located".
7. The cockatoos have eaten out the microwave dish on the top of Building A at Cranbourne. This campus is now without any network connectivity.
8. The library management system has crashed. The library is unable to process any loans or returns.
9. South East Tafe's ITS department upgraded the organisation's firewall over the last weekend. Many websites that were accessible are no longer able to be accessed. The Firewall/security software now displays a message stating that this may breach Institute policy and has blocked the websites. There are a large number of them that are necessary for students and staff to do research for classes.
10. The Internet is "broken"
Activity 2
What would you consider the turnaround time should be for Low, Medium and High priority incidents.
What is a Service Level Agreement?
A service level agreement (SLA) is a contract between a service provider
(either internal or external) and the end user that defines the level
of service expected from the service provider. SLAs are output-based in
that their purpose is specifically to define what the customer will
receive. SLAs do not define how the service itself is provided or
delivered.
The level of service definitions should be specific and measureable in
each area. This allows the quality of service to be benchmarked and, if
stipulated by the agreement, rewarded or penalized accordingly. An SLA
will commonly use technical definitions that quantify the level of
service such as mean time between failures (MTBF) or mean time to
recovery, response, or resolution (MTTR), which specifies a “target”
(average) or “minimum” value for service level performance.
https://www.paloaltonetworks.com/resources/learning-center/what-is-a-service-level-agreement-sla.html
Read the article
Service-Level Agreements 101: An Executive Guide to Service-Level Agreements (SLAs)
http://www.cio.com.au/article/268177/service-level_agreements_101_an_executive_guide_service-level_agreements_slas_/
ASSESSMENT TASK 1 (40 Marks)
The following activities will form part of your assessment for this
unit. You will need to complete these activities and either hand in to
your teacher or submit via Moodle link. Some of these were partially completed in last week's class.
Modules/Elements Assessed
|
Marks Allocated
|
1. Determine details of the hardware in allocated room
|
2
|
2. Determine details of the operating system and version in allocated
room
|
3
|
3. Determine details of all software installed on each computer in allocated
room
|
3
|
4. What other equipment is in the room that may require help desk
support
|
2
|
5. Write a basic script for SE Tafe’s Helpdesk to:
Get their name, location, department
Find out what equipment they are using and get Barcode ID
Determine what the problem is
Inform them of the next step
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20
|
6. Provide URL of 5 different websites that you might use to find a
solution (based on what you know about the hardware and software)
|
10
|
You may do this individually or in a small group.
Allocated rooms are the fishbowl (A128), Computer Lab (A153) or Library
ASSESSMENT TASK 2 (40 Marks)
Part 1 (10 Marks)
Find an example of a Service Level Agreement within the IT industry
- What are the terms?
- What level of support does it provide for?
- Is there a specific process?
Part 2 (20 Marks)
Mysty River Regional Library Service has 3 branches located in rural
Victoria. It has a small IT support team that provides basic software
and hardware support to the branches, including the 30 staff computers
and 120 other computers that are used by library patrons at the various
branches. The IT support team's role is to provide basic support and to
determine which third party organisation, if any, a job needs to be
escalated to if they cannot resolve it in house.
The IT Support team provides the following services:
- Basic instruction on hardware and standard software, including the library's LMS, to staff and patrons
- Basic hardware and software support including remote desktop
- Replacement of small items - keyboard/mouse/cables
As well as the in house service, Mysty River also has Service Agreements with some outside organisations.
1. Printers - All printers are under a service agreement with the
manufacturer, who provides all consumables, maintenance and repairs for
an agreed fee plus an amount based on print quantities. They guarantee a
48 hour turnaround on calls outside of their weekly maintenance visit.
2. Hardware - All computers and monitors are covered under the
Manufacturer's warranty. The Manufacturer's warranty is a guaranteed
replacement for 12 months from purchase. Computers that are outside of
the standard warranty are covered under an extended Manufacturer's
warranty that guarantees repair and/or replacement at their discretion.
Turnaround is 5 working days.
3. Other Hardware and Equipment - covered by Manufacturer's warranty
only and any replacement is at MRRLS's discretion and must be justified
to the IT support manager.
4. Software LMS - covered under a SLA with software provider. 24 hour maximum turnaround.
5. Other Software - MS Office 2013, Adobe Creative Suite 6, Microsoft Windows 8. Covered under Manufacturer warranty only.
6. Phones and Internet services provided by Telstra.
Your Task:
You are to create a script and flow chart or diagram to determine whether the following incidents can be resolved in house or need to be escalated to one of the above outside organisations.
- A staff member reports that their monitor is blank
- A staff member reports that some keys on the keyboard are missing.
- A staff member reports that the printer is broken as it won't print
Part 3 (10 Marks)
MRRLS is located in the shires of South Gippsland, Baw Baw and LaTrobe
City. Find out the details of the e-waste disposal/recycling programs in
one of these shires.
You may do this individually or in a small group.
