Itil v3 foundation study guide service operation

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ITIL® v3 Foundation Study Guide
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Copyright 2009, taruu LLC

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Itil v3 foundation study guide service operation

  1. 1. The Service Operation phase of the Service Lifecycle is concerned withensuring that services operate within agreed parameters.When service interruptions do occur, Service Operation is charged withrestoring service as quickly as possible and with minimizing the impact tothe business.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation StudyGuide
  2. 2. Ensuring thatservices areoperated withinexpectedperformanceparametersRestoring servicesquickly in the eventof serviceinterruptionMinimizing impactto the business inthe event ofserviceinterruptionProviding a focalpoint forcommunicationbetween users andthe ServiceProviderorganization Service Operation is theonly lifecycle phase inwhich value is actuallyrealized by customers. Whereas all other phasesof the Service Lifecyclecontribute to and enablevalue, it is onlyexperienced duringService Operation.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  3. 3. Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  4. 4.  Because Service Operation isthe first lifecycle phase inwhich the Service Providerorganization must respond torather than plan for and driveuser and customer demand,balance is difficult tomaintain. Accordingly, ITIL®emphasizes the importance ofstriving to achieve andmaintain balance duringService Operation in the formof specific balances between:ReactiveandProactiveFocusInternalandExternalFocusCostandQualityStabilityandFlexibilityCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  5. 5.  During Service Operation,the importance andcriticality of communicationis especially acute. ITIL stresses the importanceof communication:Between usersandthe IT ServiceProviderBetweencustomersandthe IT ServiceProviderBetween differentprocesses,functions, teams,etc. withinthe IT ServiceProviderBetweenthe IT ServiceProviderandits suppliersCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  6. 6. An incident is any occurrence which causes or may cause interruption or degradationto an IT Service.A problem is the unknown underlying cause of one or more incidents. A problem isNOT just a particularly serious incident.An error is the known underlying cause of one or more incidents.A known error is the known cause of an incident for which a workaround also exists.An event is any change of state of an infrastructure or other item which hassignificance for the delivery of a service.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  7. 7. Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  8. 8. Detection Logging ClassificationPrioritizationImpact &urgencyInvestigationand InitialDiagnosisEscalationResolutionand RecoveryClosure Incident Management is concerned with the rapid restoration of services and with minimization of impact tothe business. In most but not all cases the Incident Management process is owned and executed by the Service Desk. Within ITIL®, Incident Management consists of a number of basic activities or steps: Detection – The incident becomes known by any mechanism, e.g. user call, system alert, etc. Logging – Details of the incident are recorded in the incident management system. Classification – The incident is categorized according to predefined criteria for the purpose of facilitating diagnosis andprioritizing its handling relative to other incidents. Prioritization – The impact and urgency of the incident are determined and factored together to determine its relativepriority among other incidents. Investigation and Initial Diagnosis – Additional details regarding the incident are gathered and used along with tools such asthe Known Error Database to attempt resolution. Escalation – If necessary, the incident may be forwarded to the appropriate handling group. Resolution and Recovery – Service is restored and users are provided assistance to allow them to resume work. Closure – Successful resolution of the incident is verified with the user, the incident resolution details are recorded, and theincident is flagged as being closed in the incident management system.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  9. 9.  Problem Management is concerned with the identification and correction offlaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents. Problem Management is broadly divided into two major sub-processes: Reactive Problem Management, which is charged with responding to problems as they arisein the environment, usually driven by the Incident Management process. Proactive Problem Management, which is charged with proactively seeking outimprovements to services and infrastructure before incidents occur. Problem Management uses techniques such as Kepner-Tregoe, Ishikawadiagramming, and FaultTree Analysis to identify the root cause of incidents. Once the root cause of an incident is determined, Problem Management may issue aRequest For Change to initiate action toward implementation of a permanent fix for theunderlying cause or, if a permanent solution is not feasible, may assist in the development of a Work Around foruse in restoring service and minimizing the impact of associated incidents. The production and maintenance of the Known Error Database (KEDB) is one ofthe most important outputs of the Problem Management process. The Known Error Database is used by the Incident Management process to more rapidlyresolve incidents.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  10. 10.  Event Management is concerned withdetection of events in the infrastructureand with selection of appropriateresponse actions. By facilitating early detection of incidents,Event Management helps reduce thenumber of incidents which impact usersand can greatly improve the performanceof the Incident Management process itself. Event is any change of state which hassignificance for the delivery of a service. As such, Event Management mainlyfocuses on IT detecting and addressingissues at the infrastructure level and ismost commonly a largely automatedprocess. In much the same way that Event Managementsupports the Incident Management process byaddressing incidents before they impact users,• No action is required.• The event information is logged for potentialfuture reference.Informational• An infrastructure item is approaching apredefined performance or capacity threshold• could cause an incident• or require intervention.Warning• An infrastructure item has exceeded a threshold• or is no longer operating within definedparameters.• Intervention is required.ExceptionCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  11. 11. Service Request Fulfillment is the processcharged with assisting users in situations whereno service degradation or interruption is involved.Service Request Fulfillment providesa means of addressing common userrequests for non-incident support,new equipment, training, etc.Service Request Fulfillmentfrequently makes use of StandardChanges and automation to meetuser requests more efficiently. Service Request Fulfillment can reduce the load on the IncidentManagement process by providing a means of addressing non-incidentrelated requests before they enter the Incident Management streamCopyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  12. 12.  The Access Management process is in chargedwith providing authorized parties with appropriate accessto service and information as specified in theInformation Security Policy. Access Management executes the Information Security Policy as defined bythe Information Security Management process but does not itself set policy.Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  13. 13. Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide
  14. 14. Copyright 2009, taruu LLC :: All Rights Reserved ITIL® v3 Foundation Study Guide

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