Service Operationp

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Service Operation (SO) Goals and ObjectivesGoals and Objectives

Execute the activities required to qdeliver and manage services at agreed levelsManage the technology used toManage the technology used to deliver and support services Manage the processes needed to achieve delivery and supportachieve delivery and support efficiency and effectivenessMonitor performance, analyze metrics and gather the data needed to improve services

Service Operation can be viewed as the

“factory” of IT

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y

Service Operation Value

Service operation executes and measures th ffi i d ff ti f lthe efficiency and effectiveness of plans, designs and optimizations from other ser ice lifec cle stagesservice lifecycle stages

From a customer viewpoint,From a customer viewpoint, Service Operation is where value becomes visible

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Conflicting Balances in SO

IT services vs. technologyProactive vs. reactiveSt bilit iStability vs. responsivenessService quality vs. service cost

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Service Operationp

Service Strategy Service Design Service Transition

Service OperationEvent Managementg

Incident ManagementProblem Management

Request Fulfillment Management Service Portfolio

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Access ManagementService Desk Function

Technical Management FunctionIT Operations Management Function

Service Catalog

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IT Operations Management FunctionApplication Management Function

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The Business IT Functions Suppliers

Event Management

An event is a detectable occurrence affecting IT infrastructure management and service delivery

Proactively detect infrastructure status and eventsUse active and passive CI monitoring tools

infrastructure management and service delivery

Use active and passive CI monitoring toolsAutomate routine operational management activitiesCompare actual performance against design and SLAsProvide a basis for service assurance and reporting and service improvementProvide an entry point for the executionProvide an entry point for the execution of Service Operation processes

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Incident Managementg

The goal of Incident Management is to restore normal service operation as quickly as possible in order toservice operation as quickly as possible in order to minimize business impact and maintain service quality and availability

An incident is any unplanned event that causes, or may cause, an interruption or reduction in the quality of a service

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an interruption or reduction in the quality of a service

Problem Management

Problem Management is responsible for managing the lifecycle of all problems

The primary objectives are to

the lifecycle of all problems

Problem: One or more incidents with an unknown cause

The primary objectives are toMinimize the impact of incidents

Prevent recurring incidents Known Error: A problem with a known cause and a workaround

Prevent recurring incidents

Prevent incidents and problems

Problem Management diagnoses the root cause of

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incidents and determines a permanent resolution

Request Fulfillment

Request fulfillment is responsible for dealing with

Provide a channel to request and receive standard services

service requests from users

Provide information about service availability Source and deliver components for standard services Assist with general information complaints or commentsAssist with general information, complaints or comments

A service request is a request for aA service request is a request for a proven, repeatable, preapproved and

proceduralized service

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Access Management

Access Management is responsible for allowing users to make use of IT services data or other assets

Provide the right for users to access a service or

make use of IT services, data or other assets

to access a service or group of servicesExecute policies and actions defined in Security and Availability ManagementManagement

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Service Operation Functions

Service DeskSingle point of contact for IT usersSingle point of contact for IT usersHandles incidents, service requests and questions

Technical ManagementPlans, implements and maintains a stable IT infrastructure

Application ManagementAssists in application design and deployment pp g p ySupports and maintains operational applications

IT Operations ManagementP f d il ti iti d d t IT iPerforms daily activities needed to manage IT servicesIncludes IT Operations Control and Facilities Management

A f ti i f l d th t l th

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A function is a group of people and the tools they use to carry out processes or activities

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ITIL® V3 Certification Scheme

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