SERVICEOPERATION

SERVICE OPERATION

ServiceOperation
p
Achievingeffectivenessandefficiencyinthe
A
hi i
ff ti
d ffi i
i th
deliveryandsupportofservicessoastoensure
valueforthecustomerandtheserviceprovider

SOURCE:ITILServiceOperationPublication,p.6

ServiceOperationGoals
p
Coordinateandcarryoutdaytodayactivities
y
y
y
andprocessestodeliverandmanageservices
atagreeduponlevels
Ongoingmanagementofthetechnologythat
isusedtodeliverandsupportservices
Executionandmeasurementofplans,designs,
andoptimizations
Monitorperformance,assessmetrics,and
gatherdata
SOURCE ITIL S i O
SOURCE:ITILServiceOperationPublication,p.13
ti P bli ti
13

ServiceOperationProcesses
p

EventManagement
Event
Management
IncidentandProblemManagement
RequestFulfillment
lfill
AccessManagement

SOURCE:ITILServiceOperationPublication,p.15

ServiceOperationCommunication
p
Routineoperationalcommunication
Communication between shifts
Communicationbetweenshifts
Performancereporting
Communication in projects
Communicationinprojects
Communicationrelatedtochanges,exceptions,
andemergencies
Trainingonneworcustomizedprocessesand
servicedesigns
CommunicationofstrategyanddesigntoService
C
i ti
f t t
dd i t S i
OperationTeams

SOURCE:ITILServiceOperationPublication,p.2930

EventManagement
g
Event
Event anydetectableordiscernableoccurrence
any detectable or discernable occurrence
thathassignificanceforthemanagementofthe
ITinfrastructureorthedeliveryofITservice
y
EventsaretypicallynotificationscreatedbyanIT
service, configuration item (CI) or monitoring tool
service,configurationitem(CI)ormonitoringtool
Alert awarningthatathresholdhasbeen
reached, something has changed, or a failure has
reached,somethinghaschanged,orafailurehas
occurred
SOURCE:ITILServiceOperationPublication,p.3536

EventManagementGoals
g
Detectevents,makesenseofthem,and
d
determinetheappropriatecontrolaction
i
h
i
l i
BasisforOperationalMonitoringandControl
(ifeventsareconfiguredtoreportoperational
information)
EventManagementprovidesawayof
p
g
p
g
g
comparingactualperformanceagainstdesign
standardsandSLAs
SOURCE:ITILServiceOperationPublication,p.36

Monitoringvs.EventManagement
EventManagementfocusedongeneratingand
g
g
g
detectingmeaningfulnotificationsaboutthe
statusoftheITinfrastructureandservices
WhileMonitoringisrequiredtodetectandtrack
While Monitoring is required to detect and track
notifications itismuchbroaderthanEvent
Management
EventManagementworkswithoccurrencesthat
arespecificallygeneratedtobemonitored.
Monitoring tracks these occurrences plus those
Monitoringtrackstheseoccurrencesplusthose
thatdonotgenerateevents
SOURCE:ITILServiceOperationPublication,p.36

EventManagementProcess
g

SOURCE:ITILServiceOperationPublication,p.38

TypesofEvents
yp
Informational
Informational doesnotrequireanyaction
does not require any action
anddoesnotrepresentanexception
Warning
Warning aserviceordeviceisapproachinga
a service or device is approaching a
threshold
Exception
E
i
aserviceordeviceiscurrently
i
d i i
l
operatingabnormally(OLAandSLAhavebeen
b
breached)
h d)
SOURCE:ITILServiceOperationPublication,p.40

IncidentManagement
g
Restorenormalserviceoperationasquicklyas
p
q
y
possibleandminimizetheadverseimpacton
businessoperations,thusensuringthebest
possiblelevelsofservicequalityand
availabilityaremaintained(asdefinedbythe
SLA)
Incident anunplannedinterruptiontoanIT
service or reduction in the quality of an IT
serviceorreductioninthequalityofanIT
service
SOURCE: ITIL Service Operation Publication, p. 46
SOURCE:ITILServiceOperationPublication,p.46

IncidentManagement
g
timelinesmustbeagreeduponforall
incidenthandlingstages(basedupontermsof
theSLAorOLA)
Incidentmodelsarecreatedtodefinethe
p
p
stepstobetakentohandleaprocesswhenan
incidentoccurs
Majorincidents
Major incidents haveaseparateprocedure
have a separate procedure
withshortertimelinesandgreaterurgency
SOURCE:ITILServiceOperationPublication,p.47

IncidentManagementProcess
g

SOURCE:ITILServiceOperationPublication,p.48

PrioritizingIncidents
g
Impact measureoftheeffectofanincident
onabusinessprocess
Urgency
Urgency measureofhowlongitwillbeuntil
measure of how long it will be until
anincidenthasasignificantimpactonthe
business
Priority categoryusedtoidentifytherelative
importance of an incident (based on impact
importanceofanincident(basedonimpact
andurgency)
SOURCE:ITILServiceOperationPublication,p.51

RequestFulfillment
q
Processesofdealingwithservicerequests
fromtheuser
Provideachannelforuserstorequestand
q
receivestandardservicesforwhichapre
pp
q
p
definedapprovalandqualificationprocess
exists
Provideinformationtousersaboutavailability
Provide information to users about availability
ofservicesandprocedureforobtainingthem
SOURCE:ITILServiceOperationPublication,p.56

RequestFulfillment
q
Source
Sourceanddeliverthecomponentsof
and deliver the components of
requestedstandardservices(licenses,
software media)
softwaremedia)
Assistwithgeneralinformation,complaints,or
comments

SOURCE:ITILServiceOperationPublication,p.56

ProblemManagement
g
Prevent
Preventproblemsandresultingincidentsfrom
problems and resulting incidents from
happening
Eliminaterecurringincidents
Eliminate recurring incidents
Minimizeimpactofincidentsthatcannotbe
prevented
d

SOURCE:ITILServiceOperationPublication,p.59

ProblemManagement
g
Problem thecauseofoneormoreincidents
ProblemModel standardwaystohandle
problems in the future
problemsinthefuture
Workaround atemporarywayofovercoming
difficulties
KnownError afterdiagnosisiscompleteand
workaroundinplaceaKnownErrorrecord
k
di l
K
E
d
shouldbeplacedintheKnownErrorDatabase
SOURCE:ITILServiceOperationPublication,p.64
p
,p

ProblemManagementProcess
g

SOURCE:ITILServiceOperationPublication,p.60

AccessManagement
g
Grantingauthorizeduserstherighttousea
g
g
service,whilepreventingaccesstonon
( , g
g
,
authorizedusers(aka,RightsManagement,
IdentityManagement)
AccessManagementimplementsandenforces
Access Management implements and enforces
securitypolicies,butdoesnotdefinethem
(Information Security Management in Service
(InformationSecurityManagementinService
Design)
SOURCE:ITILServiceOperationPublication,p.68

AccessManagementTerms
g
Access levelandextentofservicesfunctionality
ordatathatauserisentitledtouse
d
h
l d
Identity informationthatdistinguishesauseras
an individual and verifies their status in the
anindividualandverifiestheirstatusinthe
organization
Rights
g
actualsettingswhereauserisprovided
g
p
accesstoaserviceorgroupofservices(read,
write,execute)
Directoryservices
Directory services aspecifictypeoftoolusedto
a specific type of tool used to
manageaccessandrights
SOURCE:ITILServiceOperationPublication,p.68

AccessManagementActivities
g
RequestingAccess
Verification(useriswhotheysaytheyareand
havelegitimaterequirementforservice)
ProvidingRights
P idi Ri ht
MonitoringIdentityStatus(updatewhenjob
changes)
LoggingandTrackingAccess(properusageof
rights)
RemovingorRestrictingRights
SOURCE:ITILServiceOperationPublication,p.6870

ServiceOperationTopics
p
p

MonitoringandControl
ITOperations
p
MainframeManagement
ServerManagementandSupport
Network Management
NetworkManagement
StorageandArchive
DatabaseAdministration
Directory Services Management
DirectoryServicesManagement
DesktopSupport
MiddlewareManagement
Internet/Web Management
Internet/WebManagement
FacilitiesandDataCenterManagement

SOURCE:ITILServiceOperationPublication,p.82100,107

ServiceOperationActivities
p
ServiceDesk primarypointofcontactforusers
during service disruption service requests and some
duringservicedisruption,servicerequests,andsome
categoriesofRFCs
TechnicalManagement providesdetailedtechnical
skillsandresourcestosupporttheoperationofthe
kill
d
h
i
f h
infrastructure
ITOperationsManagement
p
g
responsibleforthedaily
p
y
operationalactivitiesneededtomanagethe
infrastructure
ApplicationManagement
Application Management managesapplications
manages applications
throughouttheirlifecycle
SOURCE:ITILServiceOperationPublication,p.108

ServiceOperationActivities
p

SOURCE:ITILServiceOperationPublication,p.107

ServiceDeskObjectives
j
Loggingallrelevantincident/servicerequestdetails;
categorizingandprioritizingcodes
g
g
p
g
Firstlineinvestigationanddiagnosis
Resolvingincidents/servicerequests(ifpossible)
Escalatingincidents/servicerequestswithinagreedtimelines
Escalating incidents/service requests within agreed timelines
Keepingusersinformedofprogress
Closingallresolvedincidentsandrequests
Conductingusersatisfactioncallbacks/surveys
f
llb k /
Communicationwithusers(notificationofimpending
changes/outages)
UpdatingtheConfigurationManagementSystem(iftaskedto
doso)
SOURCE:ITILServiceOperationPublication,p.110

ServiceDeskHandoffs

SOURCE:ITILServiceOperationPublication,p.111

TechnicalManagement
g
Custodiansoftechnicalknowledgeand
experise relatedtomanagingITinfrastructure
ProvideactualresourcestosupporttheIT
pp
ServiceManagement(ITSM)lifecycle
Performmanysystemmanagementactivities
Perform many system management activities
ExecutemostITSMprocesses

SOURCE:ITILServiceOperationPublication,p.121

TechnicalManagementObjectives
g
j
Welldesignedandhighlyresilient,cost
effectiveinfrastructure
Useofadequateskillstomaintainthe
q
infrastructure
Swiftuseofskillstodiagnoseandresolve
Swift use of skills to diagnose and resolve
technicalfailures

SOURCE:ITILServiceOperationPublication,p.121122

ITOperationsManagement
p
g

ConsoleManagement
JobScheduling
Backup and Restore
BackupandRestore
PrintandOutputManagement
M i t
MaintenanceActivities
A ti iti
FacilitiesManagement

SOURCE:ITILServiceOperationPublication,p.126

ITOperationsManagementObjectives
Maintainthestatusquotoachieve
infrastructurestabilityfordaytoday
processesandactivities
Identifyopportunitiestoimproveoperational
performance and save costs
performanceandsavecosts
Initialdiagnosisandresolutionofoperational
incidents
SOURCE:ITILServiceOperationPublication,p.126

ApplicationManagement
pp
g
Performedbyanydepartment,group,orteam
managingandsupportingoperationalapplications
i
d
ti
ti
l
li ti
Roleinthedesign,testing,andimprovementof
applications
Involvedindevelopmentprojects butnotusuallythe
sameasapplicationdevelopmentteam
Custodianofapplicationexpertise
Providesresourcesthroughoutlifecycle
ProvidesguidancetoITOperationsManagement
SOURCE:ITILServiceOperationPublication,p.128129

ApplicationDevelopmentObjectives
Welldesigned,resilient,andcosteffective
applications
li i
Ensurerequiredfunctionalityisavailableto
achieverequiredbusinessoutcome
Adequatetechnicalskillstomaintain
q
operationalapplicationsinoptimumcondition
Swiftuseoftechnicalskillstodiagnoseand
Swift use of technical skills to diagnose and
resolveanytechnicalfailures
SOURCE:ITILServiceOperationPublication,p.129

ApplicationManagementLifecycle
pp
g
y

SOURCE:ITILServiceOperationPublication,p.130

UpNext
p

ContinualServiceImprovement