dbi services fait partie depuis octobre 2011 du cercle exclusif des SSII suisses certifiées ISO/IEC 20000. David Hueber, Head of Service Management chez dbi services, vous expliquera le fonctionnement de la gestion des tickets. A travers des exemples concrets, vous découvrirez les processus de gestion des événements depuis la remontée d'alerte jusqu'à la résolution – que ce soit au niveau base de données, middleware ou système d'exploitation.

1. dbi services
Under the Hood of dbi FlexService
David Hueber
Senior Consultant
Head of Managed Services
Mobile +41 79 963 43 68
david.hueber@dbi-services.com
www.dbi-services.com
1 www.dbi-services.com 26.04.2012 © dbi services

2. Under the Hood of dbi FlexService
Agenda
Agenda
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
2 www.dbi-services.com 26.04.2012 © dbi services

3. Under the Hood of dbi FlexService
dbi FlexService organization
dbi FlexService+++
Managing
dbi FlexService ++
Proactive
dbi FlexService +
Available
Extensions
dbi fidelity
3 www.dbi-services.com 26.04.2012 © dbi services

4. Under the Hood of dbi FlexService
dbi FlexService organization
 dbi FlexService
 ISO 20000 certified product
 ITIL processes based and compliant
 Modular solution
 Extensions
 7x24
 High Availability
 Operating System
 Keep Up to Date
 Middleware Modules
 dbi fidelity
http://www.dbi-services.com/index.php/products/sla
4 www.dbi-services.com 26.04.2012 © dbi services

5. Under the Hood of dbi FlexService
dbi FlexService organization
 dbi FlexService
 Efficient Monitoring
 Oracle Enterprise Manager
 Nagios
 Experts available (Linux, Oracle, Microsoft, Documentum)
 Centralized Service Desk – Inshoring
 Provides support in customer language
5 www.dbi-services.com 26.04.2012 © dbi services

6. Under the Hood of dbi FlexService
dbi FlexService organization
 Service Desk organization
 Multi-technology support
 10 Team members
 5 FTE guaranteed
 Manage Projects
 Project Service Request – PSR
 Evolutive Maintenance
 Use an efficient and adaptive ITSM platform: OTRS
 www.otrs.com
6 www.dbi-services.com 26.04.2012 © dbi services

7. Under the Hood of dbi FlexService
dbi FlexService organization
Customer 2
Customer 1
Customer N
Service Desk
7 www.dbi-services.com 26.04.2012 © dbi services

8. Under the Hood of dbi FlexService
Agenda
Agenda
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
8 www.dbi-services.com 26.04.2012 © dbi services

9. Under the Hood of dbi FlexService
Getting alerted
Business Hours (BH)
Incident Reaction Incident Resolution Incident
Logging Time Analysis Time Closed
Option 7 x 24 Support
9 www.dbi-services.com 26.04.2012 © dbi services

10. Under the Hood of dbi FlexService
Getting alerted
 Customer Calls
 Toll Free 0800 Number
 Business Hours
 dbi services’ Service Desk
 Dispatcher
 Non Business Hours
 Professional Call Center
 3 levels of escalation
10 www.dbi-services.com 26.04.2012 © dbi services

11. Under the Hood of dbi FlexService
Getting alerted
 Monitoring
 Oracle Enterprise Manager
 Multiplatform monitoring
 Based on Packages
 Requires Licenses
 dbi services templates
 Nagios
 Multiplatform monitoring
 Based on plugins
 Open Source solution
 dbi services’ “Plug & Play” ESX Virtual machine
11 www.dbi-services.com 26.04.2012 © dbi services

12. Under the Hood of dbi FlexService
Getting alerted
 Monitoring
 What happen if the monitoring crash?
 Heartbeat mechanism
 Health check mail every 6 hours
 Integrated in OTRS – Heartbeat Tickets
 Automatic alerting if missing
12 www.dbi-services.com 26.04.2012 © dbi services

13. Under the Hood of dbi FlexService
Agenda
Agenda
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
13 www.dbi-services.com 26.04.2012 © dbi services

14. Under the Hood of dbi FlexService
Handling cases
Notification
KDB
Logging Classification
Initial
Prioritization
Diagnostic
Analysis Escalation
Resolution Closure
14 www.dbi-services.com 26.04.2012 © dbi services

15. Under the Hood of dbi FlexService
Handling cases
 Classification
 Events
 Incidents
 Problem
 Request for Change (RfC)
 Service Requests
 Information Service Request – ISR
 Operation Service Request – OSR
 Project Service Request – PSR
15 www.dbi-services.com 26.04.2012 © dbi services

16. Under the Hood of dbi FlexService
Handling cases
 Prioritization
 Based on
 Services – dbi FlexService level
 SLA
 Criticality
 Impact
Reaction
Services SLAs
Time
Criticality Impact Priority
16 www.dbi-services.com 26.04.2012 © dbi services

17. Under the Hood of dbi FlexService
Handling cases
 Prioritization
Business Hours (8h00 – 18h00)
dbi Flexible SLA + dbi Flexible SLA ++ dbi Flexible SLA +++
Critical Business Impact 2 hours 1 hour 30 min.
Medium Business Impact 4 hours 3 hours 2 hours
Low Business Impact 8 hours 6 hours 4 hours
Non Business Hours (18h00 -8h00)
Critical Business Impact 2 hours 1 hours
Medium Business Impact 4 hours 4 hours
17 www.dbi-services.com 26.04.2012 © dbi services

18. Under the Hood of dbi FlexService
Handling cases
 Prioritization
Critical Business Impact Medium Business Impact Low Business Impact
• High perturbation or • Production Service • Incident on
blocking issue on a perturbations or Test production without
production service. Service blocked business impact or
The Business can’t test environment
work any longer perturbation
• Max processes/cursors
• Production database reached on production • Test Content Server
down connection error
• Production connection
• Production Content errors • Test database
Server down connection error
• Test database down
• Production database • Broken Job
corruption or loss
• Test Content Server
down
• Production Listener /
Docbroker down
18 www.dbi-services.com 26.04.2012 © dbi services

19. Under the Hood of dbi FlexService
Handling cases
 Prioritization
 Impact depends on
 Type of environment
 End User disturbance
 Context
 Golden rule: Last word comes to customer
19 www.dbi-services.com 26.04.2012 © dbi services

20. Under the Hood of dbi FlexService
Handling cases
 Initial Diagnostic & Analysis
 Made by experienced and qualified engineers
 Regular training with international references
 Certification efforts
 Use of dbi services Knowledge Management
 OTRS Knowledge Database
 Blogs and articles
 dbi_technet community
 Regular events
 Mailing list – integrated in Knowledge Database
20 www.dbi-services.com 26.04.2012 © dbi services

21. Under the Hood of dbi FlexService
Handling cases
 Resolution & Closure
 Resolution triggers an entry in the Knowledge Database
 Closure depends on case type
 Events
 dbi services automatic closure
 Incidents & Problems
 Only on customer formal approval
 Service Requests
 Operation SR: On operation validation by customer
 Project SR: On project acceptance
21 www.dbi-services.com 26.04.2012 © dbi services

22. Under the Hood of dbi FlexService
Agenda
Agenda
i. dbi FlexService organization
ii. Getting alerted
iii. Handling cases
iv. New features
22 www.dbi-services.com 26.04.2012 © dbi services

23. Under the Hood of dbi FlexService
New features
 Objectives
 Continual Service Improvement
 Provides customers increased services
 New Features
 Customers OTRS access
 Tickets follow up
 FAQ access
 Non Business Hours support based on emails
 7 – 10 monitoring alerts
 Automatically triggers On-Caller intervention
 Capacity Planning
23 www.dbi-services.com 26.04.2012 © dbi services

24. Under the Hood of dbi FlexService
New features
 Customers OTRS access
 Tickets follow up
 FAQ access
 Availability: H2 2012
24 www.dbi-services.com 26.04.2012 © dbi services

25. Under the Hood of dbi FlexService
New features
 Non Business Hours support based on emails
 7 – 10 monitoring alerts
 Automatically triggers On-Caller intervention
 Availability: NOW
 Capacity Planning
 Web based application
 Provides Database and Operating System reports
 Included in dbi FlexService +++
 Available as an option of dbi FlexService ++
 Availability: H1 2013
25 www.dbi-services.com 26.04.2012 © dbi services

26. dbi services
Any Questions? Please Do Ask!
David Hueber
Senior Consultant
Head of Managed Services
Mobile +41 79 963 43 68
david.hueber@dbi-services.com
www.dbi-services.com
„We look forward to working with you!“
26 www.dbi-services.com 26.04.2012 © dbi services