DESC:FIELD
The present disclosure relates to the field of information technology (IT), and more particularly to the field of IT service management tools and methods of assessment and optimization of such tools.
DEFINITIONS
As used in the present disclosure, the following terms are generally intended to have the meaning as set forth below, except to the extent that the context in which they are used indicate otherwise.
The expression “maturity” used in the context of this disclosure refers to, but is not limited to, a measurement of the ability of an organization for continuous improvement in a particular field. The higher the maturity, the higher will be the chances that future incidents will lead to improvements either in the quality or in the use of the resources available, as implemented by the organization.
The expression “ticket” used in the context of this disclosure refers to, but is not limited to, an incident.
The expression “ticket data record” used in the context of this disclosure refers to, but is not limited to, an incident description, date, and time.
The expression “Information Technology Service Management (ITSM)” used in the context of this disclosure refers to, but is not limited to, is a set of well-defined Information technology (IT) related services focused on the management of IT infrastructure, components, business applications and associated processes.
These definitions are in addition to those expressed in the art.
BACKGROUND
The background information herein below relates to the present disclosure but is not necessarily prior art.
In today’s digital business world, service performance assessment is of paramount importance as service excellence is highly dependent on the breadth of process coverage of IT service management (ITSM) in an ITSM tool, quality of process configuration in the tool, and effective tool usage in real world scenario. However, assessing service performance is a highly time consuming process and involves a lot of costs. For example, around 300-500 questions are required to cover all process fields and respondents may not have enough bandwidth to respond with quality responses due to voluminous nature of the task. Therefore, most of the times, one could not find the real cause(s) for service inefficiencies.
Further, it is observed that conventional assessment methods lack integration in a core service review as mostly these are one-time assessment methods presented by third party consultants in the form of documents. This makes these methods cost-ineffective as they require intervention of a third party and other customer’s stakeholders.
There is therefore a log-felt need to provide an integrated tool or method that not only optimizes the use of existing resources within an organization but also cut down on external dependencies for assessing ITSM maturity for given ITSM tools.
OBJECTS
Some of the objects of the present claimed subject matter aimed to ameliorate one or more problems of the prior art or to at least provide a useful alternative are listed herein below.
An object of the present disclosure is to provide a “fit for purpose” method and a tool for assessment and optimization of ITSM tools in a changing service environment.
Another object of the present disclosure is to provide a method and a tool for assessment and optimization of ITSM tools that is efficient and cost effective.
Yet another object of the present disclosure is to provide a method and a tool for assessment and optimization of ITSM tools that ensures service maturity as well service performance.
Other objects and advantages of the present disclosure will be more apparent from the following description, which is not intended to limit the scope of the present disclosure.
SUMMARY
The present disclosure envisages a method for assessment and optimization of an IT service management (ITSM) tool in an organization, the method comprising:
• monitoring a plurality of parameters relating to the ITSM tool under assessment to generate data points and saving the data points in a database;
• extracting key data points pertaining to a performance of the ITSM tool under assessment;
• comparing extracted key data points with industry-standardized data points pre-stored in said database to generate compared data; and
• providing at least one recommendation for the ITSM tool in the form of actionable intelligence from the comparing.
In an embodiment, the parameters are selected from the group consisting of the following: existing state of IT infrastructure, IT performance related parameters, IT process related parameters and parameters related to standard operating procedures of the ITSM tool.
In another embodiment, the extracting includes searching a look-up table stored in the database.
In yet another embodiment, the compared data includes ITSM tool configuration maturity data, current processes state maturity data, and process implementation maturity data.
In a further embodiment, the providing at least one recommendation includes verifying a variation from industry standards in relation to at least one of the ITSM tool configuration maturity data, the current processes state maturity data, and the process implementation maturity data.
In a still further embodiment, the providing includes tracking an implementation of the at least one recommendation in the organization.
In an embodiment, the tracking includes verifying performance of the ITSM tool after implementation of the at least one recommendation.
In another embodiment, the method employs machine learning techniques on the at least one recommendation.
In yet another embodiment, the monitoring includes monitoring a performance trend of currently available ITSM tools.
An IT service management (ITSM) tool includes a monitoring unit, a database, an extraction unit, a comparator and a recommendation unit. The monitoring unit is configured to monitor a plurality of parameters relating to the ITSM tool under assessment and to generate data points corresponding to each of the plurality of parameters. The database is configured to save the data points and corresponding parameters. Further, the extraction unit is configured to extract key data points pertaining to a pre-determined set of parameters associated with the ITSM tool under assessment. The comparator is configured to compare extracted key data points with industry-standardized data points to generate compared data. The recommendation unit is configured to provide at least one recommendation in the form of actionable intelligence from the compared data for improvement in the ITSM tool,
In an embodiment, each of the monitoring unit, the extraction unit, the comparator, and the recommendation unit are implemented using one or more processors.
BRIEF DESCRIPTION OF ACCOMPANYING DRAWING
A method for assessment and optimization of ITSM tools and an ITSM tool employing said method of the present disclosure will now be described with the help of the accompanying drawing, in which:
Figure 1 illustrates an exemplary tool for assessment and optimization of ITSM tools in a changing service environment, in accordance with an embodiment of the present disclosure; and
Figure 2 illustrates an exemplary method for assessment and optimization of an ITSM tools in a changing service environment, in accordance with an embodiment of the present disclosure.
LIST OF REFERENCE NUMERALS USED IN THE DESCRIPTION AND DRAWING
Reference Numeral Reference
100 ITSM tool in accordance with the present disclosure
102 Memory
104 Processor
106 Monitoring unit
108 Extraction unit
110 Execution unit
112 Comparator
114 Segregator
116 Recommendation unit
116a Configuration Maturity Module
116b Data Collection Maturity Module
116c Data Utilization Maturity Module
118 Tracking unit
120 Checking unit
122 Database

DETAILED DESCRIPTION
Embodiments, of the present disclosure, will now be described with reference to the accompanying drawing.
Embodiments are provided so as to thoroughly and fully convey the scope of the present disclosure to the person skilled in the art. Numerous details are set forth relating to specific components, and methods, to provide a complete understanding of embodiments of the present disclosure. It will be apparent to the person skilled in the art that the details provided in the embodiments should not be construed to limit the scope of the present disclosure. In some embodiments, well-known processes, well-known apparatus structures, and well-known techniques are not described in detail.
The terminology used, in the present disclosure, is only for the purpose of explaining a particular embodiment and such terminology shall not be considered to limit the scope of the present disclosure. As used in the present disclosure, the forms "a,” "an," and "the" may be intended to include the plural forms as well, unless the context clearly suggests otherwise. The terms "comprises," "comprising," “including,” and “having,” are open ended transitional phrases and therefore specify the presence of stated features, integers, steps, operations, elements, modules, units and/or components, but do not forbid the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. The particular order of steps disclosed in the method and process of the present disclosure is not to be construed as necessarily requiring their performance as described or illustrated. It is also to be understood that additional or alternative steps may be employed.
When an element is referred to as being "connected to," or "coupled to" another element, it may be directly on, connected or coupled to the other element. As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed elements.
A tool 100 for assessment and optimization of ITSM tools in accordance with the present disclosure will now be described with reference to Figure 1.
The tool 100 includes a memory 102, a processor 104, a monitoring unit 106, an extraction unit 108, an execution unit 110, a comparator 112, a segregator 114, a recommendation unit 116, a tracking unit 118, a checking unit 120, and a database 122.
In an embodiment, the tool 100 is configured to cooperate with IT service management (ITSM) tools (not shown in figure) of an organization for assessment and optimization of those ITSM tools. The tool 100 provides assessment and optimization for entirety of activities, which are directed by policies, organized and structured processes, and supporting procedures. These activities are usually performed by the organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. An ITSM tools under assessment include, but not limited to, servers, processes, middleware, network components and the like.
In an embodiment, activities related to the ITSM tools include, but not limited to, risk management activities, service design activities, service catalogue production and maintenance, information security activities, service continuity activities, standard compliance activities, identification, analysis and resolution of issues associated with technology-enabled services and so forth. More specifically, activities include, but are not limited to, job scheduling, backup activities, print and output management, restore activities and routine maintenance and the like.
The memory 102 of the tool 100 is configured to store a set of pre-determined rules that includes tool operating commands. The memory 102 may include any computer-readable medium known in the art including, for example, a volatile memory, such as static random access memory (SRAM) and dynamic random access memory (DRAM), and/or a nonvolatile memory, such as read only memory (ROM), erasable programmable ROM, flash memories, hard disks, optical disks, and magnetic tapes, and/or a cloud based storage (cloud storage).
The processor 104 is configured to cooperate with the memory 102 to receive and process the pre-determined rules to obtain a set of tool operating commands. The processor 104 may be implemented as one or more microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuitries, and/or any device that manipulates signals based on operational instructions. Among other capabilities, the processor 104 is configured to fetch and execute the set of predetermined rules stored in the memory 102 to control units of the tool 100.
In an implementation, the tool 100 includes the monitoring unit 106 configured to monitor a plurality of parameters relating to ITSM tool under assessment. The monitoring unit 106 is further configured to generate data points corresponding to the monitored plurality of parameters. The plurality of parameters may include, but are not limited to, risks, tickets (incidents), and controls on the IT services of the organisation.
The generated data points related to backup activities, for example, may include, but not limited to, backup log analysis for ensuring regularity of backup, record of deleted files to prevent the restoration of files that have been intentionally deleted, date of the file and comparison with the last backup to determine whether the file was changed.
In an implementation, the tool 100 includes the database 122 configured to store the plurality of parameters and the data points pertaining to the existing state of IT infrastructure, IT performance related parameters, IT process related parameter and parameters related to standard operating procedures of ITSM tool under assessment.
The database 122 is further configured to store information relating to organization’s policies and procedures, and/or industry’s best practices and guidelines. For example, the database 122 stores, ISO 27001 specification for an information security management framework that includes policies and procedures for all legal, physical and technical controls involved in an organisation’s information risk management processes. The database 122 further stores, but is not limited to, service level or operational level agreements.
In an embodiment, the database 122 includes a database library, which includes a look-up table. For example, the look-up table includes, but is not limited to, an implementation process, current situation of the implementation process, desirable situation of the implementation process, process workflow, compliance, utilization patterns (to assess impact on service performance), data points, ticket data records, and maturity levels.
The extraction unit 108 cooperates with the monitoring unit 106 and the database 122 to receive the key data points and the stored plurality of parameters corresponding to the key data points. In an embodiment, the extraction unit 108 crawls and extracts data of the plurality of parameters. In an embodiment, the extraction unit 108 is configured to crawl through the database 122 and extract key data points of the plurality of parameters associated with the ITSM tool based on a predefined set of rules.
For example, key data points may include current information of, but not limited to, backup logs, records of deleted files, report of changed files and so forth and the corresponding set of rules that may be employed may include for example, “search for real-time data” “Search for data within a predefined timeline” and the like. The extraction unit 108 sends the extracted key data points of the plurality of parameters to the execution unit 110.
The execution unit 110 is configured to cooperate with the extraction unit 108 to receive the extracted key data points and compare the same with data points with respect to the industry-standardized data points. In an embodiment, the execution unit includes a comparator 112 which compares the extracted key data points with the industry standardized key data points based on, for example, the pre-defined organization’s policies and procedures, industry’s best practices and guidelines, and further configured to generate a compared data. For example, ISO 27001 mandates back-up copies of information and software to be taken and tested regularly in accordance with the agreed backup policy of the organisation. Therefore, the comparator 112, for example, checks whether the current organisation’s backup schedule is followed according to the agreed policies or not. In an implementation, comparator 112 is configured to send the compared data to the segregator 114.
The segregator 114 is configured to receive the compared data. The segregator 114 is further configured to segregate the compared data based on the industry-standardized data points and the maturity levels fetched from the database 122. In an embodiment, the compared data includes ITSM tool configuration maturity data and current processes state maturity data and process implementation maturity data.
For example, if record of deleted files is not maintained and all other backup activities are followed regularly, the segregator 114 based on scope of improvement (maturity levels) and the key data points segregates the compared data of that particular parameter pertaining to the ITSM tool under assessment.
In an implementation, the segregator 114 is configured to send the compared data to the recommendation module 116. The recommendation module 116 is configured to receive the compared data (ITSM tool configuration maturity data, current processes state maturity data and process implementation maturity data). The recommendation module 116 is configured to recommend improvements in the form of actionable intelligence, based on the improvements to be done in ITSM tool configuration maturity data, current processes state maturity data, and process implementation maturity data.
In an embodiment, the recommendation module 116 includes a configuration maturity module 116a, a data collection maturity module 116b, and a data utilization maturity module 116c.
The configuration maturity module 116a is configured to verify whether the processes are compliant with organization’s policies and procedures, and/or industry’s best practices and guidelines. For example, configuration maturity module 116a verifies whether the record of deleted files is maintained in regular intervals according to agreed policies or not. The recommendation module 116, based on verification, recommends improvement in terms of intervals at which the record of deleted files is maintained for removing redundancy and saving the storage space. In another embodiment, the configuration maturity module 116a defines handling in implementation of the changes, for example, implementation of available configurations and processes.
The data collection maturity module 116b is configured to measure and monitor the state of organization’s data during implementation of changes recommended by the recommendation module 116. The data is received from a plurality of sources, for example, accounting resources, reports, internal experts, and external sources.
The data utilization maturity module 116c is configured to assess the data points maturity in real-time while implementing the recommended changes within the ITSM tool of the organization.
In an embodiment, the recommendation module 116 is further configured to recommend improvements on the implemented changes and determined configurations, measured and monitored state of organization’s data, and the maturity of the data points in real-time.
The tracking module 118 is configured to cooperate with the recommendation module 116 to receive recommended improvements. The tracking module 118 is further configured to track the completion of the recommended improvements, and create a standard by which data are measured. For example, the tracking module 118 may create a standard for backup activities, such as, record of the deleted files should be updated every week.
The checking module 120 is configured to cooperate with the tracking module 118 to receive the standard for the data measurement. In an embodiment, the checking module 120 is configured to check the performance of the service based on measured data and the standard. In another embodiment, the checking module 120 is configured to generate an alert for the administrator if the recommendations are not performed according to the standard by the ITSM tool.
In one embodiment, the checking module 120 automatically suggests learning for end-users and helps ensure that the issues (risks or tickets) are resolved in a significantly faster manner.
In an embodiment, the tool 100 uses machine learning techniques on recommendations so that the similar problems are addressed easily. Further, the performance trend of the ITSM tool is tracked by the tool 100 after the recommended solution is implemented.
In one embodiment, the tool 100 supports modern change analytics and management, which suggests optimizing the environment and increasing the change success rate percentage moving forward.
In another embodiment, the tool 100 includes an indicator (not shown in figure) that indicates whether there are any issues with the change, such as risk, scheduling in an unplanned window, or not being approved.
Figure 2 illustrates a method 200 for assessment and optimization of ITSM tools in a changing service environment, the method employing the following method steps:
The order in which the method is described above is not intended to be construed as a limitation, and any number of the described method blocks can be combined in any order to implement the methods, or an alternative method. Furthermore, the method can be implemented in any suitable hardware, software, firmware, or combination thereof.
At step 202, a plurality of parameters relating to an organisation’s ITSM tool under assessment is monitored. In an implementation, the monitoring is done by a monitoring unit 106 of a tool 100. The monitored plurality of parameters generate data points, such as, but not limited to, backup log analysis for ensuring regularity of backup, record of deleted files to prevent the restoration of files that have been intentionally deleted, date of the file and comparison with the last backup to determine whether the file was changed.
In an implementation, the plurality of parameters and data points pertaining to the infrastructure and related processes of the organisation’s ITSM are stored in a database 122.
At step 204, key data points pertaining to the plurality of parameters are extracted by an extraction unit 108. In an embodiment, for extraction crawling and extracting on data is performed based on pre-determined set of rules. In an implementation, key data points are sent to an execution unit 110.
At step 206, the extracted key data points are compared with industry-standardized key data points, stored in the database 122, by a comparator 112 of the execution unit 110. In an implementation, a compared data is generated by the comparator 112 and sent to a segregator 114.
In an embodiment, the compared data is segregated by the segregator 114 based on the key data points and the maturity levels fetched from the database 122. In another embodiment, the compared data includes ITSM tool configuration maturity data and current processes state maturity data and process implementation maturity data. In a further implementation, the compared data is sent to a recommendation module 116.
At step 208, recommendation in the form of actionable data or intelligence (improvements) is provided based on the received compared data by the recommendation module 116. In an implementation, improvements are to be performed on ITSM tool based on configuration maturity data, current processes state maturity data, and process implementation maturity data.
In an embodiment, completion of the recommended improvements is tracked by a tracking module 118. In another embodiment, a standard is created by which data is measured.
In an implementation, performance of the service is checked based on measured data and the standard. In an embodiment, an alert is generated if the recommendations are not performed according to the standard by the ITSM tool.
The functions described herein may be implemented in hardware, software executed by a processor, firmware, or any combination thereof. If implemented in software executed by a processor, the functions may be stored on or transmitted over as one or more instructions or code on a computer- readable medium. Other examples and implementations are within the scope and spirit of the disclosure and appended claims. For example, due to the nature of software, functions described above can be implemented using software executed by a processor, hardware, firmware, hardwiring, or combinations of any of these. Features implementing functions may also be physically located at various positions, including being distributed such that portions of functions are implemented at different physical locations.
In addition, any disclosure of components contained within other components or separate from other components should be considered exemplary because multiple other architectures may potentially be implemented to achieve the same functionality, including incorporating all, most, and/or some elements as part of one or more unitary structures and/or separate structures.
The functions described herein may be implemented in hardware, software executed by a processor, firmware, or any combination thereof. If implemented in software executed by a processor, the functions may be stored on or transmitted over as one or more instructions or code on a computer- readable medium. Other examples and implementations are within the scope and spirit of the disclosure and appended claims. For example, due to the nature of software, functions described above can be implemented using software executed by a processor, hardware, firmware, hardwiring, or combinations of any of these. Features implementing functions may also be physically located at various positions, including being distributed such that portions of functions are implemented at different physical locations.
In addition, any disclosure of components contained within other components or separate from other components should be considered exemplary because multiple other architectures may potentially be implemented to achieve the same functionality, including incorporating all, most, and/or some elements as part of one or more unitary structures and/or separate structures.
TECHNICAL ADVANCEMENTS
The present disclosure described herein above has several technical advantages including, but not limited to, the realization of a method for assessment and optimization of ITSM tools and an ITSM tool employing said method, which method is configured to provide the following technical advantages:
• helps optimize IT resources being used by an ITSM tool;
• eliminates the need for yearly manual IT audits;
• facilitates assessment of any drawbacks that needs corrections updation in view of the industry best practices; and
• works as a platform for the assessment and/optimization of other ITSM tools.
• facilitates recommendation in electronic form to refer, recommend and rebaseline the improvement target for periodic assessment.
The embodiments herein and the various features and advantageous details thereof are explained with reference to the non-limiting embodiments in the following description. Descriptions of well-known components and processing techniques are omitted so as to not unnecessarily obscure the embodiments herein. The examples used herein are intended merely to facilitate an understanding of ways in which the embodiments herein may be practiced and to further enable those of skill in the art to practice the embodiments herein. Accordingly, the examples should not be construed as limiting the scope of the embodiments herein.
The foregoing description of the specific embodiments so fully revealed the general nature of the embodiments herein that others can, by applying current knowledge, readily modify and/or adapt for various applications such specific embodiments without departing from the generic concept, and, therefore, such adaptations and modifications should and are intended to be comprehended within the meaning and range of equivalents of the disclosed embodiments. It is to be understood that the phraseology or terminology employed herein is for the purpose of description and not of limitation. Therefore, while the embodiments herein have been described in terms of preferred embodiments, those skilled in the art will recognize that the embodiments herein can be practiced with modification within the spirit and scope of the embodiments as described herein.
The use of the expression “at least” or “at least one” suggests the use of one or more elements or ingredients or quantities, as the use may be in the embodiment of the disclosure to achieve one or more of the desired objects or results.
Any discussion of documents, acts, materials, devices, articles or the like that has been included in this specification is solely for the purpose of providing a context for the disclosure. It is not to be taken as an admission that any or all of these matters form a part of the prior art base or were common general knowledge in the field relevant to the disclosure as it existed anywhere before the priority date of this application.
The numerical values mentioned for the various physical parameters, dimensions or quantities are only approximations and it is envisaged that the values higher/lower than the numerical values assigned to the parameters, dimensions or quantities fall within the scope of the disclosure, unless there is a statement in the specification specific to the contrary.
While considerable emphasis has been placed herein on the components and component parts of the preferred embodiments, it will be appreciated that many embodiments can be made and that many changes can be made in the preferred embodiments without departing from the principles of the disclosure. These and other changes in the preferred embodiment as well as other embodiments of the disclosure will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the disclosure and not as a limitation.
,CLAIMS:WE CLAIM:
1. A method (200) for assessment and optimization of an IT service management (ITSM) tool in an organization, said method (200) comprising:
• monitoring (202) a plurality of parameters relating to said ITSM tool under assessment to generate data points and saving said data points in a database (122);
• extracting (204) key data points from said data points stored in said database pertaining to a performance of said ITSM tool under assessment;
• comparing (206) extracted key data points with industry-standardized data points pre-stored in said database (122) to generate compared data; and
• providing (208) at least one recommendation for said ITSM tool under assessment in the form of actionable intelligence from said comparing.
2. The method (200) as claimed in claim 1, wherein said parameters are selected from the group consisting of the following: existing state of IT infrastructure, IT performance related parameters, IT process related parameters and parameters related to standard operating procedures of said ITSM tool.
3. The method (200) as claimed in claim 1, wherein said extracting (204) comprises searching a look-up table stored in said database (122).
4. The method (200) as claimed in claim 1, wherein said compared data ITSM tool configuration maturity data, current processes state maturity data, and process implementation maturity data.
5. The method (200) as claimed in claim 1, wherein said providing at least one recommendation (208) includes verifying a variation from industry standards in relation to at least one of the ITSM tool configuration maturity data, the current processes state maturity data, and the process implementation maturity data.
6. The method (200) as claimed in claim 1, wherein said providing includes tracking an implementation of said at least one recommendation in the organization.
7. The method (200) as claimed in claim 6, wherein said tracking includes verifying performance of said ITSM tool after implementation of said at least one recommendation.
8. The method (200) as claimed in claim 1, wherein said method (200) employs machine learning techniques on said at least one recommendation.
9. The method (200) as claimed in claim 1, wherein said monitoring includes monitoring a performance trend of currently available ITSM tools.
10. An IT service management (ITSM) tool, said ITSM tool (100) comprising:
• a monitoring unit (102) configured to monitor a plurality of parameters relating to said ITSM tool under assessment and to generate data points corresponding to each of said plurality of parameters;
• a database (122) configured to save said data points and corresponding parameters;
• an extraction unit (108) configured to extract key data points pertaining to a pre-determined set of parameters associated with said ITSM tool under assessment;
• a comparator (112) configured to compare extracted key data points with industry-standardized data points pre-stored in said database to generate compared data; and
• a recommendation unit (116) configured to provide at least one recommendation in the form of actionable intelligence from said compared data for improvement in said ITSM tool under assessment,
wherein each of the monitoring unit (102), the extraction unit (208), the comparator (112), and the recommendation unit (116) are implemented using one or more processors.