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The Service Operation book takes a look at the different practices in themanagement of Service Operation and includes guid...
Purpose of Service OperationCoordinate and carry out the activities and processes required to deliver andmanage services a...
ObjectivesMaintain business satisfaction and confidence in IT through effective and efficientdelivery and support of agree...
Service Operation Functions© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pel...
Service Desk TypesService Desk Type                                                               ExplanationCal l Center ...
Service Desk StructureService Desk Type                                                              ExplanationLocal     ...
Technical ManagementTo help, plan, implement and maintain a stabletechnical infrastructure to support the organization.Rol...
IT Operations ManagementDaily operational activities, based on performancestandards defined during service design.Roles an...
IT Operations Control• Event management is carried out by IT Operations  Control.• Centralized monitoring (Operations Brid...
Application ManagementTo help design, implement and maintain stableapplications to support the organization’s businessproc...
Service Operations Processes       Service Desk                                                               Technical Su...
Event ManagementAn event can be defined as a change in state that has significance formanagement of a configuration item (...
Event Management                                        EventEvent Occurs                                                 ...
Incident Management                                                             Goal          Restore service as quickly a...
Incident Management                                    Categorization                                                     ...
Incident Management                                                    Escalation                         Hierarchical:   ...
Event                     Web                                                               Phone Call                    ...
Incident Management            1. Incident identification            2. Incident Logging            3. Incident Categoriza...
Incident ManagementRoles and ResponsibilitiesIncident Manager• Ensures SLA target for incident resolution are metService D...
Incident Status TrackingOpen: An incident has been recognized but not yet assigned to a support resourcefor resolution.In ...
Incident Management                                                (ITIL Service Operation, SO)The process responsible for...
Functional Escalation                                                 (ITIL Service Operation, SO)Transferring an incident...
Hierarchical Escalation                                                 (ITIL Service Operation, SO)Informing or involving...
Problem Management                                                             Goal        Prevent problems and resulting ...
Problem Management    Incident                                                                                            ...
Problem Management1. Problem detection2. Problem logging3. Problem categorization4. Problem Investigation and diagnosis5. ...
Incident                          Incident                                                 Incident                       ...
Incident                          Workaround                                                                              ...
Problem                                               Workaround                                                          ...
Incident                                          Workaround                                                              ...
Problem Management :                                                (ITIL Service Operation, SO)The process responsible fo...
Known Error:                                               (ITIL Service Operation, SO)A problem that has a documented roo...
Workaround:                                                (ITIL Service Operation, SO)Reducing or eliminating the impact ...
Known Error Database (KEDB)                                                (ITIL Service Operation, SO)A database containi...
Request Fulfillment                                               Request Fulfillment:                                    ...
Access Management© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, ...
Event Management                                                (ITIL Service Operation, SO)The process responsible for ma...
Alert                                                (ITIL Service Operation, SO)A notification that a threshold has been ...
Incident                                                 (ITIL Service Operation, SO)An unplanned interruption to an IT se...
Request Fulfillment:                                                 (ITIL Service Operation, SO)The process responsible f...
Incident Record                                                (ITIL Service Operation, SO)A record containing the details...
Service Knowledge Management System (SKMS)        Configuration Management System (CMS)Presentation LayerKnowledge Possess...
Known Error                                               (ITIL Service Operation, SO)A problem that has a documented root...
Incident                                                 (ITIL Service Operation, SO)An unplanned interruption to an IT se...
Event                                                (ITIL Service Operation, SO)A change in the state that has significan...
Event Management                                                (ITIL Service Operation, SO)The process responsible for ma...
Request Fulfillment                                                (ITIL Service Operation, SO)The process responsible for...
Access Management                                              (ITIL Service Operation, SO)The process responsible for all...
© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Rese...
Service Operation
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Transcript of "Service Operation"

  1. 1. The Service Operation book takes a look at the different practices in themanagement of Service Operation and includes guidance on achieving efficiency andeffectiveness in the delivery and support of services 18 Event Management 19 Incident Management 20 Request Fulfillment 21 Problem Management 22 Access Management 2 Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  2. 2. Purpose of Service OperationCoordinate and carry out the activities and processes required to deliver andmanage services at agreed levels to business users and customers.…ongoing management of the technology that is used to delvier and supportservices. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  3. 3. ObjectivesMaintain business satisfaction and confidence in IT through effective and efficientdelivery and support of agreed IT services.Minimize the impact of service outages on day-to-day business activities.Ensure access to agreed IT services is only provided to those authorized to receivethose services. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  4. 4. Service Operation Functions© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  5. 5. Service Desk TypesService Desk Type ExplanationCal l Center Handling/logging of large volumes of callsHelp Desk Manage and coordinate incidents. Medium first-time resolution rate for calls and requests.Service Desk A wide variety of services offered. High first-time resolution of call and requests. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 6
  6. 6. Service Desk StructureService Desk Type ExplanationLocal The service desk is situated in the same physical location (or time zone for international organizations) as the user groups it serves.Central A centralized service desk serves multiple user groups from different physical locationsVirtual This service desk has no physical structure, but instead relies on technology to coordinate call resolution across disparate service desk staff to provide a centralized knowledgebase.Follow-the-Sun Utilizing multiple service desks across different time zones in order to provide 24x7 availability of the service desk. Typically there is a central managed knowledgebase to enhance the quality of the support given. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 7
  7. 7. Technical ManagementTo help, plan, implement and maintain a stabletechnical infrastructure to support the organization.Roles and Responsibilities• Custodian of technical knowledge © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 8
  8. 8. IT Operations ManagementDaily operational activities, based on performancestandards defined during service design.Roles and Responsibilities• Maintenance of “Status-Quo”• Maintain stability• Swift application skills to diagnose and resolve any IT operations failures that may occur. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 9
  9. 9. IT Operations Control• Event management is carried out by IT Operations Control.• Centralized monitoring (Operations Bridge or Network Operations Center) Facilities Management• Physical IT environment (Data Center / Computer room) © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 10
  10. 10. Application ManagementTo help design, implement and maintain stableapplications to support the organization’s businessprocesses.Roles and Responsibilities• Managing applications (whole lifecycle)• Assist in design and implementation of applications• Consult on if to build or buy applications © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 11
  11. 11. Service Operations Processes Service Desk Technical Support Group Event ManagementIncident Management Problem ManagementRequest FulfillmentAccess Management © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 12
  12. 12. Event ManagementAn event can be defined as a change in state that has significance formanagement of a configuration item (CI). This can be detected by technicalstaff or be automated alerts or notifications created by CI monitoring tools.Alert: A warning that a threshold Trigger: An indication that somehas been reached or something action or response to an eventhas been changed. may be required.(An event has occurred) © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 13
  13. 13. Event Management EventEvent Occurs Alert Detection Event Significance Event Filtering of Event Correlation Response Review Close Trigger Selection Actions EventEvent correlation is a technique for making sense of a large number of events andpinpointing the few events that are really important in that mass of information. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 14
  14. 14. Incident Management Goal Restore service as quickly as possible.Example: If we had weeds in our lawn how would we respond?Incident ManagementUse techniques that address the symptoms but still allow the weeds to growback. (e.g. Pull them out, mow over them, use a hedge trimmer and buy agoat)Problem ManagementUse techniques that address the root-cause of the symptoms, so that theweeds do not grow back. (e.g. Use weed killer, dig out the roots, re-lawn,pour concrete over the lawn, etc.) © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 15
  15. 15. Incident Management Categorization Urgency High Medium Low High 1 2 3Impact Medium 2 3 4 Low 3 4 5 Impact + Urgency = Priority (Priority Grid) Impact: Degree to which the user/business in affected Urgency: Degree to which resolution can be delayed © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 16
  16. 16. Incident Management Escalation Hierarchical: • For corrective actions by authorized line management • Also known as “Vertical Escalation”Hierarchical • When resolution of an incident will be in time or satisfactory Functional: • Based on knowledge or expertise • Also know as “Horizontal Escalation” Functional © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 17
  17. 17. Event Web Phone Call E-Mail Management Interface The request Incident Identification Is this No fulfillment (if really an this is a service incident? request) or service portfolio Yes management (if this is a change proposal) Incident Incident Prioritization Incident Logging Categorization No Major Yes incident Majorprocedure Incident? Initial diagnosis Escalation Yes Yes Functional Functional needed? Escalation? Escalation No No Yes No Investigation and Hierarchic Management diagnosis Escalation? Escalation Yes Resolution Resolution and Identified? Recovery Incident Closure End © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  18. 18. Incident Management 1. Incident identification 2. Incident Logging 3. Incident Categorization 4. Incident Prioritization 5. Initial Diagnosis 6. Incident Escalation 7. Investigation and Diagnosis 8. Resolution and Recovery 9. Incident Closure© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  19. 19. Incident ManagementRoles and ResponsibilitiesIncident Manager• Ensures SLA target for incident resolution are metService Desk• Log/Record Incidents• Incident classification & prioritization• Manage communications with end users © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 20
  20. 20. Incident Status TrackingOpen: An incident has been recognized but not yet assigned to a support resourcefor resolution.In Progress: An incident is in the process of being investigated and resolved.Resolved: A resolution has been put in place for the incident but normal state ofservice operation has not yet been validated by the business or end user.Closed: The user or business has agreed that the incident has been resolved andthat normal state operations have been restored. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  21. 21. Incident Management (ITIL Service Operation, SO)The process responsible for managing the lifecycle of all incidents. Incident managementensures that normal service operation is restored as quickly as possible and the businessimpact is minimized. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  22. 22. Functional Escalation (ITIL Service Operation, SO)Transferring an incident, problem or change to a technical team with a higher level ofexpertise to assist in the escalation. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  23. 23. Hierarchical Escalation (ITIL Service Operation, SO)Informing or involving more senior levels of management to assist in an escalation. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  24. 24. Problem Management Goal Prevent problems and resulting incidents from occurring Eliminate recurring incidents Minimize impact of incidents that cannot be preventedIncident ManagementUse techniques that address the symptoms but still allow the weeds to growback. (e.g. Pull them out, mow over them, use a hedge trimmer and buy agoat) © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 25
  25. 25. Problem Management Incident Change Problem Management Management Management Incident Problem Known RFC Error Finding and removing root causeIncident Incident Problem Known Incident Error Incident © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 26
  26. 26. Problem Management1. Problem detection2. Problem logging3. Problem categorization4. Problem Investigation and diagnosis5. Workarounds6. Raising a Known Error Record7. Problem Resolution8. Problem Closure9. Major Problem Review© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  27. 27. Incident Incident Incident Incident Occurs Record Solved Closed Workaround: (ITIL Service Operation, SO) Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available – for example by restarting a failed CI. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in incident records. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  28. 28. Incident Workaround Incident Incident Occurs Record Closed Workaround: (ITIL Service Operation, SO) Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available – for example by restarting a failed CI. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in incident records. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  29. 29. Problem Workaround Error Occurs RecordWorkaround: (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident or problem for which a fullresolution is not yet available – for example by restarting a failed CI. Workaroundsfor problems are documented in known error records. Workarounds for incidentsthat do not have associated problem records are documented in incident records. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  30. 30. Incident Workaround Incident Occurs Record Problem Record Closed Problem Problem Solved Incident Record Record ClosedWorkaround: (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident or problem for which a fullresolution is not yet available – for example by restarting a failed CI. Workaroundsfor problems are documented in known error records. Workarounds for incidentsthat do not have associated problem records are documented in incident records. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  31. 31. Problem Management : (ITIL Service Operation, SO)The process responsible for managing the lifecycle of all problems. Problem managementproactively prevents incidents from happening and minimizes the impact of incidents thatcannot be prevented. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  32. 32. Known Error: (ITIL Service Operation, SO)A problem that has a documented root cause and a workaround. Known errors arecreated and managed throughout their lifecycle by problem management. Known errorsmay also be identified by development and suppliers. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  33. 33. Workaround: (ITIL Service Operation, SO)Reducing or eliminating the impact of an incident or problem for which a full resolution isnot yet available – for example by restarting a failed CI. Workarounds for problems aredocumented in known error records. Workarounds for incidents that do not haveassociated problem records are documented in incident records. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  34. 34. Known Error Database (KEDB) (ITIL Service Operation, SO)A database containing the details of a known error. Each known error record documentsthe lifecycle of a known error, including the status, root cause and workaround. In someimplementations, a known error is documented using additional fields in a problemrecord. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  35. 35. Request Fulfillment Request Fulfillment: (ITIL Service Operation, SO)The process responsible for managing the lifecycle of all service requests. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 36
  36. 36. Access Management© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved 37
  37. 37. Event Management (ITIL Service Operation, SO)The process responsible for managing events throughout their lifecycle. Eventmanagement is one of the main activities of IT operations. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  38. 38. Alert (ITIL Service Operation, SO)A notification that a threshold has been reached, something has changed, or a failurehas occurred. Alerts are often created and managed by system management toolsand are managed by the event management process. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  39. 39. Incident (ITIL Service Operation, SO)An unplanned interruption to an IT service or reduction in quality of an IT service. Failure ofa CI that has NOT yet effected service is also an incident – for example failure of a disk tomirror. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  40. 40. Request Fulfillment: (ITIL Service Operation, SO)The process responsible for managing the lifecycle of all service requests. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  41. 41. Incident Record (ITIL Service Operation, SO)A record containing the details of an incident. Each incident record documents thelifecycle of a single incident. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  42. 42. Service Knowledge Management System (SKMS) Configuration Management System (CMS)Presentation LayerKnowledge Possessing LayerInformation Integration LayerData Layer © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  43. 43. Known Error (ITIL Service Operation, SO)A problem that has a documented root cause and a workaround. Known errors arecreated and managed throughout their lifecycle by problem management. Known errorsmay also be identified by development and suppliers. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  44. 44. Incident (ITIL Service Operation, SO)An unplanned interruption to an IT service or reduction in quality of an IT service. Failure ofa CI that has NOT yet effected service is also an incident – for example failure of a disk tomirror. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  45. 45. Event (ITIL Service Operation, SO)A change in the state that has significance for the management of an IT service or otherconfiguration item (CI). The term is also used to mean an alert or notification created byany IT service, configuration Item (CI) or monitoring tool. Events typically requireoperations personnel to take action, and often lead to incidents being logged. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  46. 46. Event Management (ITIL Service Operation, SO)The process responsible for managing events throughout their lifecycle. EvenManagement is on od the main activities of IT operations. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  47. 47. Request Fulfillment (ITIL Service Operation, SO)The process responsible for managing the lifecycle of all service request. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  48. 48. Access Management (ITIL Service Operation, SO)The process responsible for allowing users to make use of IT services, data or otherassets. Access management help protect the confidentiality, integrity and availabilityof assets by ensuring that only authorized users are able to access or modify them.Access management implements the polices of information security managementand is sometimes referred to as rights management or identity management. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved
  49. 49. © Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved

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