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V3 Service Operation
Finbarr Callan
Lecturer, Best Practice
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V3 Service Operation : Agenda
Key Principles of OperationOperational Activities
ProcessesEvent Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Functions
Service DeskTechnical Management
Application Management
Operations Management
Questions
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Service Lifecycle Components
Crown Copyright 2007.Reproduced with permission from OGC
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Managing day-to-day activities and technology
Executing processes to optimize cost and quality
Enabling the business to meet its objectives
Effective functioning of components
Service Operation : Principles
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To coordinate and carry out the activities and processesrequired to deliver and manage services at agreedlevels
Also responsible for ongoing management of thetechnology
Services Service Management Processes
Technology
People
Service Operation : Purpose
Scope
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Value to the Business
Services run within budget and ROI targets
Design flaws fixed and unforeseen requirementssatisfied
Efficiency gains achieved
Services optimized
Service Operation is where the value is seen
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Organization
Function : a logical concept referring to the people andautomated measures that execute a defined process, activityor combination
Group : a number of people who perform similar activities
Team: a more formal group
Department: formal organizational structure
Division: group of departments
Role: set of connected behaviours or actions performed by aperson, group or team in a specific context
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Technical specialization
Activity
Process
Geography
Hybrid
Combined functions
Organizing for Service Operation
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Operational Activities
Change Management Configuration Management Release and Deployment Management Availability Management Knowledge Management
Financial Management IT Service Continuity ManagementCapacity Management- Capacity and performance monitoring- Capacity and performance trends
- Storage of capacity management data- Demand management- Workload management- Modelling and applications sizing- Capacity planning
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Its all about Balance
Focus internal versus external
Focus stability versus responsiveness
Focus cost versus quality
Focus reactive versus proactive
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Out of Balance?
Extreme Focus on:
-Internal
-Stability
-Cost
-Reactive
Extreme Focus on:
-External
-Responsiveness
-Quality
-Proactive
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Routine operational communication Communication between shifts Performance reporting Communication in projects
Communications related to changes Communications related to exceptions or to emergencies Training for new or customized processes and service designs Communication of strategy and design to Service Operation teams
Service Operation : Communication
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Event Management
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Event Management
ScopeValue to the business
Basic concepts
Activities/techniques
Challenges
Any detectable or discernable occurrence that hassignificance for the management of the IT
infrastructure or the delivery of IT service
andEvaluation of the impact a deviation might cause tothe services
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Event Management : Objectives
To detect events, make sense of them, and determineappropriate control action
To act as a basis for automating routine Operations
Management activities
Informational
Warning Exception
The difference between the types
isnt fixed. They rely on send / receipt of a message, activeversus passive monitoring.
Concepts
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Event Management
Events
InformationWarning
Exception
Responses
Logged
Auto Response
Alert/ Intervention
Incident
Problem
Change
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Event Management
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Incident Management
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Incident Management
To restore normal service operation as quickly aspossible and minimize the adverse impact uponbusiness operations, thus ensuring that the best
possible levels of service quality and availability are maintained
An unplanned interruption to an IT service oractual or potential reduction in the quality of
service. (Includes any event which disrupts, orcould disrupt, a service)
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Incident Management Process (1)
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Incident Management Process (2)
Crown Copyright 2007.Reproduced with permission from OGC
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Incident Management : Challenges
Early detection ability
Need for logging and use of self-help
Availability of Problem and Known Error information
Integration into CMS
Integration into SLM process
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Incident Management
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Request Fulfilment
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Request Fulfilment
A request from a User for information, advice , orfor a Standard Change or for Access to an IT
Service, e.g. to reset a password or to providestandard IT Services for a new User
Provide a regular channel for users to request and receivestandard services
Provide information to users about service availability andaccess
Source and deliver components of standard servicesAssist with general information, complaints or comments
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Request Fulfilment
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Problem Management
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Problem Management
ObjectivesTo prevent problems and resulting incidents from happening
Eliminate recurring incidents
To minimize the impact of incidents that cannot be prevented
Problem Definition:The unknown cause of one or more incidents.
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Problem Management
Problem ManagerProblem Solving Groups
Concepts
Known Errors
Known Error Database
Workaround Resolution
Problem Models
Process Activities
Detection
Logging
CategorizationPrioritization
Diagnosis
KE Record
Resolution
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Problem Management
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Access Management
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Access Management : Objectives
Execute the policies and actions defined in Securityand Availability Management
Provide the right for users to be able to use a service orgroup of services
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Access Management : Concepts
Access : the level and extent of a services functionality ordata that a user is entitled to use
Identity : the information about them that distinguishes them asan individual and verifies their status within the organization
Rights (privileges) : settings whereby a user is provided access read, write, execute, change, delete
Service groups : aggregation of a set of users accessing acommon set of services
Directory services : a specific type of tool used to manageaccess and rights
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Requesting access
Verification
Providing rights
Monitoring identity status
Logging and tracking access
Removing or restricting rights
Access Management : Process Activities
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Access Management
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Access Management
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Self-Help
Crown Copyright 2007.Reproduced with permission from OGC
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Functions
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FunctionsLogical functions to perform specific activities and processes not necessarily mapping onto organizational structures orindividuals
Crown Copyright 2007.Reproduced with permission from OGC
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Service Desk
Logging all incidents/service requests, allocatingcategorization and prioritization codes
First line investigation and diagnosis Resolving incidents/service requests Escalation as necessary Closing all resolved incidents and requests Conducting customer satisfaction surveys
Communication with users - progress, information Updating CMS as agreed and authorized
Primary aim is to restore normal service in thewidest sense as quickly as possible
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Service Desk : Types
Local
Centralized
Virtual
Follow-the-sun
Specialized
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Service Desk : Local
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Service Desk : Centralized
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Service Desk : Virtual
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Service Desk
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Technical Management
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Technical Management
To help plan, implement and maintain a stable technicalinfrastructure to support the organizations business processes
Objective
Custodian of technical knowledge and expertise related tomanaging the IT infrastructure
Provides the resources to support the IT managementlifecycle
Technical Management Role
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Technical Management
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Application Management
B i Ali d IT M S l i
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Application Management : Objectives
To support the organizations business processes by helpingto identify functional and manageability requirements forapplication software
To assist in the design and deployment of applications
To assist in the ongoing support and improvement ofapplications
B i Ali d IT M S l i
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Contributes to the decision on whether to buy an applicationor build it
Is the custodian of technical knowledge and expertiserelating to the management of applications
Provides resources to support the Service ManagementLifecycle
The Application Management Function:
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Application Management
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Operations Management
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Overlaps
Technical Management and Operations ManagementBoth play a role in management and maintenance of the IT
infrastructure
Technical Management and Application ManagementBoth play a role in the design, testing and improvement of CIs
that form part of IT services
Application Management and Operations ManagementBoth play in role in application support
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Common Service Operations
Crown Copyright 2007.Reproduced with permission from OGC
TM
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Operations Management
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Service Lifecycle Components
Crown Copyright 2007.Reproduced with permission from OGC
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Any Questions?
V3 Service Strategy, Service Design & Service Transition Webinars now available onDemand.
V2 versus V3 White Paper and Webinar - on Axios website.
ITIL V3 Quick Reference Guide pocket guide & poster
ITSM: IT Transforms Itself into a Service . Aberdeen GroupResearch. Available to download, along with a complementary
onDemand Webinar on the Axios website.ITIL V3: The Future is Here White Paper, authored by SharonTaylor, Chief Architect of ITIL V3. A Webinar by Sharon Taylor isalso available onDemand. Both are available for downloadfrom the Axios website
www.axiossystems.com
Further Resources
mailto:[email protected]://www.axiossystems.com/http://www.axiossystems.com/mailto:[email protected]