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Functions in Service Operation

  1. 1. Service Operation Functions
  2. 2. IT Operation Management Technical Management Application Management IT OPERATIONS CONTROL Mainframe • Console Management Financial Apps • Job Scheduling Server • Backup & Restore HR Apps • Print & Output Network Business Apps Storage Databases FINANCIAL MANAGEMENT Directory • Data Centers • Recovery Sites Service Desk Desktop • Consolidation • Contracts Middleware Internet/Web
  3. 3. Functions In Service Operation The Service Desk Function
  4. 4. Objectives Primary aim – to restore ‘normal service’ to the users as quickly as possible (While this could involve fixing a technical fault, it could equally involve) Fulfilling a service request or answering a query – anything that is needed to allow the users to return to working satisfactorily
  5. 5. Role of the Service Desk A Service Desk is a functional unit made up of a dedicateds number of staff responsible for dealing with a variety of service events, often made via telephone calls, web interface, or automatically reported infrastructure events. The Service Desk is a vitally important part of an organization’s IT Department and should be the single point of contact for IT users on a day-to-day basis – and will handle all incidents and service requests, usually using specialist software tools to log and manage all such events.
  6. 6. Types Of Service Desks Local Local Local User User User Local Service Fine Line Support Desk Virtual Service Desk Network & Third Party Application Desktop Operation Support Support Support Support Customer Customer Customer Site 1 Site 2 Site 3 Centralized Service Desk Second Line Support Network & Third Party Application Desktop Operations Support Support Support Support
  7. 7. Staffing Considerations Balancing number of staff available to match demand: – Customer service expectations – Business requirements – Size, relative age, design, and complexity of the IT infrastructure and services – Service Portfolio and Catalog – Different languages – Skill level of customer – Time zones – Cultural issues – Patience, Multitasking Capability
  8. 8. Key Metrics PERCENTAGES • First-line resolution rate AVERAGES • Calls resolved during the first • Time to resolve an incident contact • Time to escalate an incident • Calls resolved without • Cost of handling an incident escalation • Time to review and close a • Customer or user resolved call updates as per SLA • Call time metric THE NUMBER OF CALLS CUSTOMERS • Hourly • Daily SATISFACTION SURVEYS • Weekly • Completed/ Returned • Monthly • Satisfied • Quarterly • Unsatisfied • Reasons
  9. 9. Functions In Service Operation The Technical Management Function
  10. 10. Objectives Technical Management To help plan, implement and maintain a Mainframe stable technical infrastructure to support Server the organizations business processes through : Network – Well designs and highly resilient, Storage cost-effective technical topology Databases – The use of adequate technical skills to maintain the technical Directory infrastructure in optimum condition Desktop – Swift use of technical skills to speedily diagnose and resolve any Middleware technical failures that do occur Internet/Web
  11. 11. Role of Technical Management It is the custodian of technical knowledge and expertise related to managing the IT infrastructure. In this role Technical Management ensures that the knowledge required to design, test, manage and improve IT services is identified, developed and refined. It provides the actual resources to support the IT Service Management Lifecycles. In this role Technical Management ensures that resources are effectively trained and deployed to design, build, transition, operate and improve the technology required to deliver and support IT Services.
  12. 12. Key Metrics • Measurement of agreed outputs – SLA/OLA targets – Transaction rates – Availability ( service ) • Process Metrics • Technology Performance – Utilization – Availability ( component ) – Performance – Mean time between failures ( MTBF) • Maintenance • Training and Skills Development
  13. 13. Functions In Service Operation The Application Management Function
  14. 14. Objectives The Objectives of Application Management are to support the organization’s business processes by helping to identify functional and manageable requirements for application software and then assist in the design and deployment of those applications and the ongoing support and improvement of those applications.
  15. 15. Role of Application Management • It is the custodian of technical knowledge and expertise related to managing applications • It provides the actual resources to support the IT Service Management Lifecycle • Providing guidance to IT Operations about how best to carry out the ongoing operational management of applications • The integration of the Application Management Lifecycle into the IT Service Management Lifecycle
  16. 16. Key Metrics • Measurement of agreed outputs • Maintenance  SLA/OLA targets • Training and Skills Development  Transaction rates • Process Metrics  Availability (Service) • Application Performance  Data Integrity  Availability (Component)  Response rate  Mean time between failures(MTBF)
  17. 17. Functions In Service Operation The IT Operations Management Function
  18. 18. Objectives • Maintenance of the ‘status quo’ to achieve stability of the organization’s day-to-day Application Management processes and activities • Regular scrutiny and Financial Apps improvements to achieve HR Apps improved service at reduced costs, while maintaining stability Business Apps • Swift application of operational skills to diagnose and resolve any IT operations failures that occur
  19. 19. Role of IT Operation Management The role of Operations Management is to execute the ongoing and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT Service at the agreed levels.
  20. 20. IT OPERATION MANAGEMENT IT OPERATIONS CONTROL FINANCIAL MANAGEMENT • Console Management • Data Centers • Job Scheduling • Recovery Sites • Backup & Restore • Consolidation • Print & Output • Contracts
  21. 21. IT Operations Control A subset of the IT Operations Management, It oversees the execution and monitoring of the operational activities and events in the IT infrastructure. It can be done with the assistance of an Operations Bridge or Network Operations Centre
  22. 22. Facilities Management A subset of the IT Operations Management function. It refers to the management of the physical IT environment Facilities Management also includes the coordination of large scale consolidation projects, e.g. : data centre consolidation or server consolidation projects
  23. 23. Key Metrics • Measurement of agreed outputs – SLA/OLA targets – Successful completion of scheduled obs – Number of exceptions to scheduled activities – Availability (service) – Equipment installations • Process Metrics • Facilities Management – Cost vs. Budget related to maintenance construction, security – Power usage • Training and Skills Development