The document discusses the key processes and functions of Service Operation according to ITIL v3. It describes the purpose of Service Operation as delivering agreed service levels to users while managing supporting applications, technology, and infrastructure. Key processes covered include incident management, problem management, request fulfillment, access management, and event management. The roles of the service desk and IT operations management in ensuring service quality and value are also summarized.
The document discusses the ITIL v3 Incident Management process. It defines key terms like incident, service request, and workaround. It describes the incident lifecycle of open, in progress, resolved, and closed. The purpose is to restore normal service operation as quickly as possible while minimizing impact. Value is provided through reducing downtime and improving user satisfaction. Incident priority is determined by urgency and impact. The workflow involves logging, categorizing, prioritizing, diagnosing, escalating, resolving, and closing incidents.
Event management detects events, makes sense of them, and determines the appropriate control action. It provides the entry point for many service operation processes and activities. Event management scope includes any aspect of service management that needs control and can be automated. Key metrics for event management include the number of events by category and significance, and the percentage that resulted in incidents. Implementation challenges include obtaining necessary funding and skills.
The document discusses service operation processes including event management, incident management, request fulfillment, and access management. It describes event management as monitoring all events through the IT infrastructure to allow normal operation and detect exceptions. Incident management focuses on restoring service as quickly as possible to minimize business impact. Access management grants authorized users access to services while restricting unauthorized users.
The document discusses key concepts and processes related to service operation, including event management, incident management, request fulfillment, and problem management. Event management monitors events through the IT infrastructure to detect exceptions and ensure normal operation. Incident management aims to restore service as quickly as possible when incidents occur. Request fulfillment handles standard user requests. Problem management seeks to prevent problems and reduce the impact of incidents that do occur.
A service desk acts as a single point of contact for all IT-related questions and monitors each layer of client service from beginning to end. It optimizes IT service delivery by remotely monitoring networks and systems, managing incidents, performing security tasks like vulnerability scans, and ensuring seamless transitions when replacing technologies. This improves client satisfaction by keeping networks running smoothly and minimizing disruptions. While a help desk focuses on immediate user issues, a service desk has a broader focus on processes and the client experience overall. For best results, an IT provider should implement both to gain the benefits of each.
The document discusses the ITIL v3 Incident Management process. It defines key terms like incident, service request, and workaround. It describes the incident lifecycle of open, in progress, resolved, and closed. The purpose is to restore normal service operation as quickly as possible while minimizing impact. Value is provided through reducing downtime and improving user satisfaction. Incident priority is determined by urgency and impact. The workflow involves logging, categorizing, prioritizing, diagnosing, escalating, resolving, and closing incidents.
Event management detects events, makes sense of them, and determines the appropriate control action. It provides the entry point for many service operation processes and activities. Event management scope includes any aspect of service management that needs control and can be automated. Key metrics for event management include the number of events by category and significance, and the percentage that resulted in incidents. Implementation challenges include obtaining necessary funding and skills.
The document discusses service operation processes including event management, incident management, request fulfillment, and access management. It describes event management as monitoring all events through the IT infrastructure to allow normal operation and detect exceptions. Incident management focuses on restoring service as quickly as possible to minimize business impact. Access management grants authorized users access to services while restricting unauthorized users.
The document discusses key concepts and processes related to service operation, including event management, incident management, request fulfillment, and problem management. Event management monitors events through the IT infrastructure to detect exceptions and ensure normal operation. Incident management aims to restore service as quickly as possible when incidents occur. Request fulfillment handles standard user requests. Problem management seeks to prevent problems and reduce the impact of incidents that do occur.
A service desk acts as a single point of contact for all IT-related questions and monitors each layer of client service from beginning to end. It optimizes IT service delivery by remotely monitoring networks and systems, managing incidents, performing security tasks like vulnerability scans, and ensuring seamless transitions when replacing technologies. This improves client satisfaction by keeping networks running smoothly and minimizing disruptions. While a help desk focuses on immediate user issues, a service desk has a broader focus on processes and the client experience overall. For best results, an IT provider should implement both to gain the benefits of each.
This document provides an overview of ITIL (Information Technology Infrastructure Library) and its benefits. ITIL is a framework that aligns business needs with IT services through best practices. It can help organizations improve service delivery, reduce costs, and increase customer satisfaction. The document describes several ITIL service delivery functions and processes, including incident management, problem management, and request fulfillment. It provides an example of how following ITIL procedures helped streamline service request fulfillment for a client.
The document discusses various aspects of IT asset management including identifying and inventorying hardware and software assets. It highlights the importance of having approved software lists and controlling production code through date-time stamping. Other areas covered include job scheduling, end user computing risks, system performance factors like activity logging and problem/incident management. The document also summarizes change, configuration and patch management processes and the role of database management systems.
CSI activities will require software tools to support the monitoring and reporting on IT services
These tools will be used for data gathering, monitoring, analysis, reporting for services and will also assist in determining the efficiency and effectiveness of IT service management processes.
This training course covers problem management process and how it differs from incident management. It explains that problem management aims to resolve the root causes of incidents through investigation, while incident management focuses on restoring service. The course objectives, definitions, roles, activities, and ServiceNow tool are reviewed. Problem management is shown to reduce incidents and outages through identifying and preventing underlying issues.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
The document provides guidance on how to perform a self-assessment of an IT organization's Service Desk function and Incident Management process based on ITIL best practices. It outlines key areas to evaluate, such as whether a formal Service Desk exists and incidents are tracked. Organizations are assessed at different maturity levels based on their process capabilities. Conducting regular self-assessments allows an organization to identify improvement opportunities and work towards optimizing their Service Desk and Incident Management processes.
Itil v3 foundation study guide service operationMuhammad Zamzani
The Service Operation phase of the IT service lifecycle is concerned with ensuring services operate within agreed parameters. When interruptions occur, Service Operation aims to restore service quickly and minimize business impact. It also provides communication between users and the service provider.
IT Infrastructure @ Essar Oil Ltd.(ITIL)Darshan Khant
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The document provides an overview of Team 3's assignment on ITIL software process and quality management. It includes an introduction to ITIL, the team members, and covers various ITIL concepts like the service lifecycle, ITIL benefits, certification levels, and processes for service strategy, design, transition, operation, and continual service improvement.
The document discusses the role and functions of an IT service desk based on ITIL best practices. It describes three types of service desk structures - local, central, and virtual. The key roles of the service desk are to provide a single point of contact for users, facilitate service restoration with minimal impact, and keep users informed of incidents, changes, and service levels. Performance is measured by how quickly calls are answered, how efficiently incidents are routed and resolved, and levels of customer satisfaction. Potential issues include lack of training, insufficient resources, and low awareness across the organization.
This document contains the resume of Goh Phik Li. It details his work experience as a Tools & Performance Improvement Specialist at Scope International (M) Sdn Bhd, where he focuses on improving processes and identifying areas for reduction. It also outlines his previous role as an Incident Manager and experience managing high severity incidents. His education is listed as a Bachelor's Degree in Computer/Telecom Engineering from University Tunku Abdul Rahman.
Anshuman Lohani has over 5 years of experience in incident and problem management. He is currently an ITIL certified professional and incident/problem manager at Cognizant Technologies Solutions in Bangalore, India. Prior to that, he worked as a junior technical service engineer at Altisource in Bangalore. His responsibilities include restoring services during incidents and outages, adhering to ITIL best practices, leading problem investigation meetings, and maintaining high quality incident and problem management processes.
An ITIL certified professional. My experience is cross-functional across Incident, Problem, Change and Escalation management. I've managed some of the most critical incidents and helped create processes.
This document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It defines ITIL as a set of books that describe practices for managing IT services and infrastructure. The document summarizes that ITIL provides suggestions for effective IT processes focused on customer service. It also outlines the key stages of the ITIL lifecycle from strategy to continual service improvement.
An overview of crisis management
What is crisis management
Entities involved in crisis management
Incidents, problems and Major incidents (in an ITIL context)
Vital Business Functions
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This document provides an overview of ITIL (Information Technology Infrastructure Library) and its benefits. ITIL is a framework that aligns business needs with IT services through best practices. It can help organizations improve service delivery, reduce costs, and increase customer satisfaction. The document describes several ITIL service delivery functions and processes, including incident management, problem management, and request fulfillment. It provides an example of how following ITIL procedures helped streamline service request fulfillment for a client.
The document discusses various aspects of IT asset management including identifying and inventorying hardware and software assets. It highlights the importance of having approved software lists and controlling production code through date-time stamping. Other areas covered include job scheduling, end user computing risks, system performance factors like activity logging and problem/incident management. The document also summarizes change, configuration and patch management processes and the role of database management systems.
CSI activities will require software tools to support the monitoring and reporting on IT services
These tools will be used for data gathering, monitoring, analysis, reporting for services and will also assist in determining the efficiency and effectiveness of IT service management processes.
This training course covers problem management process and how it differs from incident management. It explains that problem management aims to resolve the root causes of incidents through investigation, while incident management focuses on restoring service. The course objectives, definitions, roles, activities, and ServiceNow tool are reviewed. Problem management is shown to reduce incidents and outages through identifying and preventing underlying issues.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
The document provides guidance on how to perform a self-assessment of an IT organization's Service Desk function and Incident Management process based on ITIL best practices. It outlines key areas to evaluate, such as whether a formal Service Desk exists and incidents are tracked. Organizations are assessed at different maturity levels based on their process capabilities. Conducting regular self-assessments allows an organization to identify improvement opportunities and work towards optimizing their Service Desk and Incident Management processes.
Itil v3 foundation study guide service operationMuhammad Zamzani
The Service Operation phase of the IT service lifecycle is concerned with ensuring services operate within agreed parameters. When interruptions occur, Service Operation aims to restore service quickly and minimize business impact. It also provides communication between users and the service provider.
IT Infrastructure @ Essar Oil Ltd.(ITIL)Darshan Khant
This Presentation will give you overview about ITIL(It infrastructure Library).It shows you how IT infrastructure management practice implement in companies with huge IT Network and get benefit through Service Management
The document provides an overview of Team 3's assignment on ITIL software process and quality management. It includes an introduction to ITIL, the team members, and covers various ITIL concepts like the service lifecycle, ITIL benefits, certification levels, and processes for service strategy, design, transition, operation, and continual service improvement.
The document discusses the role and functions of an IT service desk based on ITIL best practices. It describes three types of service desk structures - local, central, and virtual. The key roles of the service desk are to provide a single point of contact for users, facilitate service restoration with minimal impact, and keep users informed of incidents, changes, and service levels. Performance is measured by how quickly calls are answered, how efficiently incidents are routed and resolved, and levels of customer satisfaction. Potential issues include lack of training, insufficient resources, and low awareness across the organization.
This document contains the resume of Goh Phik Li. It details his work experience as a Tools & Performance Improvement Specialist at Scope International (M) Sdn Bhd, where he focuses on improving processes and identifying areas for reduction. It also outlines his previous role as an Incident Manager and experience managing high severity incidents. His education is listed as a Bachelor's Degree in Computer/Telecom Engineering from University Tunku Abdul Rahman.
Anshuman Lohani has over 5 years of experience in incident and problem management. He is currently an ITIL certified professional and incident/problem manager at Cognizant Technologies Solutions in Bangalore, India. Prior to that, he worked as a junior technical service engineer at Altisource in Bangalore. His responsibilities include restoring services during incidents and outages, adhering to ITIL best practices, leading problem investigation meetings, and maintaining high quality incident and problem management processes.
An ITIL certified professional. My experience is cross-functional across Incident, Problem, Change and Escalation management. I've managed some of the most critical incidents and helped create processes.
This document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It defines ITIL as a set of books that describe practices for managing IT services and infrastructure. The document summarizes that ITIL provides suggestions for effective IT processes focused on customer service. It also outlines the key stages of the ITIL lifecycle from strategy to continual service improvement.
An overview of crisis management
What is crisis management
Entities involved in crisis management
Incidents, problems and Major incidents (in an ITIL context)
Vital Business Functions
Network Operation Centre Highlights and Practices
In complex networks, the telecom operators and IT organizations can consider the report for high level planning and operations
(ONLINE) ITIL Indonesia Community - IT Operation Practical ApproachITIL Indonesia
The document summarizes an ITIL Indonesia Meetup presentation on practical IT operation approaches. The presenter has experience in IT engineering, operations, and digital banking. He discusses key aspects of IT operations including availability management, monitoring, service desk, incident and problem management, and change control. The presentation emphasizes establishing clear processes and communication to effectively manage incidents and changes while maintaining high service availability. It also explores integrating agile practices like backlogs with traditional ITIL service management frameworks.
KRSN Sastry has over 8 years of experience in IT infrastructure management, operations management, and incident management. He is currently working as a team lead at CMS, where he manages a desktop support team of 40 engineers. Previously he has worked as a program manager at Inknowtek, managing a team of 60 engineers providing EUS services. He has also worked as an incident manager at Wipro for 6 years, managing teams of 30 engineers supporting over 800 clients across India and the Middle East.
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4. Fungsi “Service Operation”
• The purpose of Service Operation is to deliver
agreed levels of service to users and customers,
and to manage the applications, technology and
infrastructure that support delivery of the
services.
• It is only during this stage of the lifecycle that
services actually deliver value to the business,
and it is the responsibility of Service Operation
staff to ensure that this value is delivered.
5. Keseimbangan Yg Harus Dijaga
• internal IT view versus external business view
• stability versus responsiveness
• quality of service versus cost of service
• reactive versus proactive activities
6. Tanda-tanda “Sehat”
• Many organizations find it helpful to consider
the “operational health” of services.
• This identifies “vital signs” that are critical for
execution of Vital Business Functions.
• If these are within normal ranges, the system or
service is healthy.
• This leads to a reduction in the cost of
monitoring, and enables staff to focus on areas
that will lead to service success
7. Event Management Process
• An event is a change of state that has
significance for the management of a
configuration item or IT service
• Merupakan indikasi:
▫ something is not functioning correctly, leading to
an incident being logged.
▫ normal activity, or a need for routine intervention
such as changing a tape
8. Event vs Monitoring
• Event management depends on monitoring, but
it is different.
▫ Event management generates and detects
notifications,
▫ monitoring checks the status of components even
when no events are occurring.
9. Penanganan Pasca “Event”
• After an event has been detected it may lead to
an Incident, Problem or Change, or it may
simply be logged in case the information is
needed.
• Response to an event may be automated or may
require manual intervention. If
• actions are needed then a trigger, such as an
SMS message or an incident being
• automatically logged, can alert support staff.
10. Incident Management Process
• “unplanned interruption to an IT service, or a
reduction in the quality of an IT service.”
• Failure of a configuration item that has not yet
impacted service is also an incident.
• Fungsi Incident Management:
▫ restore normal service as quickly as possible, and
▫ to minimize the adverse impact on business operations
• Incidents are often detected by event management,
or by users contacting the service desk.
• Incidents are categorized to identify who should
work on them and for trend analysis, and they are
prioritized according to urgency and business
impact.
12. Eskalasi Insiden
• If an incident cannot be resolved quickly, it may
be escalated.
• Functional escalation passes the incident to a
technical support team with appropriate skills;
hierarchical escalation engages appropriate
levels of management.
• After the incident has been investigated and
diagnosed, and the resolution has been tested,
the Service Desk should ensure that the user is
satisfied before the incident is closed.
13. Pengguna
Contoh Eskalasi Masalah Dari User
1
3
Komunikasi lewat
Komputer
(misal: webcam)
Komunikasi lewat
telepon
Tier 1
Operator
Tier 2
Remote
Tier 3
Kunjungan
Local Vendor
Tier 4
Pengiriman
Operator 1
Operator 2
Operator n
Ahli Bidang TI
Ahli Bidang SI
Ahli Bidang
proses bisnis
AhliSI/
Perwakilan
diKanw
TI
TIK
il
Kirim Ahli SI/TI
dari TIK
AND/
OR
Pengiriman ke Pusat
melalui Tier 3 terlebih
dahulu
Pengiriman ke Pusat
tanpa melalui Tier 3
14. Request Fulfillment Process
• a request from a user for:
▫ information or
▫ advice, or
▫ a standard change, or
▫ access to an IT service
• Kegunaan “Request Fulfillment Process”:
▫ enable users to request and receive standard services;
▫ to source and deliver these services;
▫ to provide information to users and customers about
services and procedures for obtaining the services;
▫ And to assist with general information, complaints and
comments.
• All requests should be logged and tracked.
• The process should include appropriate approval before
fulfilling the request
15. Access Management Process
• The purpose of the Access Management process is to
provide the rights for users to be able to access a
service or group of services, while preventing access
to non-authorized users
• Access Management is concerned with identity
(unique information that distinguishes an
individual) and rights (settings that provide access
to data and services).
• The process includes:
▫ verifying identity and entitlement,
▫ granting access to services,
▫ logging and tracking access, and
▫ removing or modifying rights when status or roles
change.
16. Problem Management Process
• A problem is a cause of one or more incidents.
• The cause is not usually known at the time a
problem record is created, and the problem
management process is responsible for further
investigation.
• The key objectives:
▫ to prevent problems and resulting incidents from
happening,
▫ to eliminate recurring incidents and
▫ To minimize the impact of incidents that cannot be
prevented.
• Bisa menggunakan teori manajemen mutu, seperti
Pareto analysis dan Ishikawa diagram!
18. Fishbone (Ishikawa) DIagram
1
8
• Gunakan P
mengidenti
dan akar m
ost-It untuk
fikasi masalah
asalah
• Gambarkan fishbone pada
lembar kerja (flipchart) dan
tempelkan Post-It tadi.
• Tidak perlu mengisi semua
cabang
Akar
masalah
19. Cakupan Problem Management
• diagnosing causes of incidents,
• Determining the resolution, and
• ensuring that the resolution is implemented
• maintains information about problems
• Records appropriate workarounds and
resolutions.
Workarounds are documented in a Known Error
Database, which improves the efficiency and
effectiveness of Incident Management.
20. Common Service Operation Activities
• monitoring and control: to detect the status
of services and CIs and takeappropriate
corrective action
• console management/operations bridge: a
central coordination point for monitoring and
managing services
• management of the infrastructure: storage,
databases, middleware, directory services,
facilities/data centre etc.
21. Service Desk Function
• The Service Desk provides a single central point
of contact for all users of IT.
• The Service Desk usually logs and manages all
incidents, service requests and access requests
and provides an interface for all other Service
Operation processes and activities.
22. Tanggung jawab Service Desk
• logging all incidents and requests, categorizing
and prioritizing them
• first-line investigation and diagnosis
• managing the lifecycle of incidents and requests,
escalating as appropriate and closing them when
the user is satisfied
• keeping users informed of the status of services,
incidents and requests.
Service desk tidak harus berarti IT help desk! Di beberapa
tempat, service desk bahkan merupana sistem pelayanan
publik dari sebuah kementrian yang berbasis TI.
23. Penempatan struktur “Service Desk”
• local service desk: physically close to the users
• centralized service desk: allows fewer staff to
deal with a higher volume of calls
• virtual service desk: staff are in many locations
but appear to the users to be a single team
• follow the sun: Service Desks in different time
zones give 24-hour coverage by passing calls to a
location where staff are working.
24. IT Operations Management Function
• IT Operations Management is responsible for the
management and maintenance of the IT
infrastructure required to deliver the agreed level of
IT services to the business.
• Ada 2 jabatan penting di fungsi ini:
▫ IT Operations Control is usually staffed by shifts of
operators who carry out routine operational tasks.
They provide centralized monitoring and control,
usually from an operations bridge or network
operations centre.
▫ Facilities Management is responsible for management
of data centres, computer rooms and recovery sites.
Facilities Management also coordinates large-scale
projects, such as data centre consolidation or server
▫ consolidation.