Sevice Operation

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Business Aligned IT Management Solutions

TM

V3 Service Operation

Finbarr Callan

Lecturer, Best Practice


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IT Service Management SolutionsAxios Systems TM


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




Technical specialization

Activity

Process

Geography

Hybrid

Combined functions

Organizing for Service Operation




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




Its all about Balance

Focus internal versus external

Focus stability versus responsiveness

Focus cost versus quality

Focus reactive versus proactive




Out of Balance?

Extreme Focus on:

-Internal

-Stability

-Cost

-Reactive

Extreme Focus on:

-External

-Responsiveness

-Quality

-Proactive




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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TM

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)



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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



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Functions


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FunctionsLogical functions to perform specific activities and processes not necessarily mapping onto organizational structures orindividuals



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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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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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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:

TM


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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


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Service Lifecycle Components




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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

[email protected]

www.axiossystems.com

Further Resources
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Documents

Sevice Operation