This document discusses several IT service management processes and functions including event management, incident management, request fulfillment, problem management, and access management. It also discusses the purpose, objectives, and scope of processes like monitoring events, incident management, problem management, request fulfillment, and access management. The key roles involved include the service desk, technical management, IT operations management, and application management.

2. Processes
 Event Management
 Incident Management
 Request Fulfillment
 Problem Management
 Access Management
Functions
 Service Desk
 Technical Management
 IT operations Management
 Application Management

3. Purpose
Monitoring all events that occur throughout the IT
infrastructure to allow for normal Service
Operation and to detect and escalate exceptions
 Basis for Operational monitoring and control

4. Objectives
 Detect all changes of state of CI or IT services
 Determine appropriate control action for
events and ensure are communicated
 Provide trigger for execution of many other
processes, activities
 Provide means to compare actual performance
and behavior against standards and SLA’s
 Provide a basis for service assurance and
reporting; and improvement

5. Scope
 Configuration Items
 Environmental Conditions (ex. Fire and smoke
detection)
 Software license usage
 Security (ex. Firewall breach)
 Normal Activity (ex. Mainframe utilization, batch job
completion)

6. Purpose
 Restore normal Service Operation as
quickly as possible
 Minimize adverse impact on business
operations
 Ensure service quality and availability are
maintained

7. Scope
 Includes any event which disrupts or which could
disrupt a service.
 Includes Events which are communicated
 Users,
 Tools
 Technical Staff etc.
 All events are not incidents.

9.  Timeframes
 Incident response and resolution targets within SLA
 Incident Models
 “Standard” or “specialized” incidents are handled in
predefined path and within predefined timeframes
 Prioritization
 Priority – Impact x Urgency
 Escalation
 Technical / Functional / Horizontal
 Management / Hierarchical / Vertical

10. Key Metrics to judge the IM process
 Total no. of incidents
 Breakdown of Incidents at each stage.
 Size of incident Backlog
 % FTR by Service Desk
 % handled within agreed resolve times
 No and % of Major incidents
 No and % of Incidents assigned correctly.

11. “An Incident never becomes a
Problem”

12. Objectives
 To eliminate recurring incidents
 To minimize the impact of incidents
that cannot be prevented
 To minimize adverse impact on the
business because of incidents and
problems that are caused by errors in
the IT infrastructure

13. Basic Concepts
Problem
 The unknown cause of one or more incidents
Work-Around
 A temporary way of overcoming technical failures
Known errors
 Problem that has a documented root cause and a work
around

14. Purpose
 Responsible for managing the
lifecycle of all service requests
from the users

15. Objectives
 Provide information, address complaints
or comments
 Standardchanges fulfillment (ex. Change
users password)
 Responsiblefor low risk, low cost and
frequently occurring changes

16. Concepts
Service Request
 A request from a user for information or advise, or
for a standard change or for an access to IT service
Request Model
 Predefined steps to consistently handle frequent
requests

17. Purpose
 Granting authorized users the right to use a service
& preventing access by non-authorized users in
order to protect the availability, confidentiality
and integrity of information and infrastructure
Is therefore the execution of policies and
actions defined in Security and Availability
Management

18. Objectives
 Efficiently respond to requests for granting access
to services, changing access rights or restricting
access, ensuring that the rights being provided or
changed are properly granted
 Oversee access to services and ensure rights being
provided are not improperly used

19.  Access
 Identity
 Rights
 Services or services group
 Directory services

20.  Primary point of contact on a day to day basis for IT
Users when there is a service disruption, service
request or even some categories of changes.
 Provide a single point of communication to users &
point of coordination to IT groups and processes
(Note: They are the owner of any incident)

21. Types of Service Desk
Local Service Desk

22. Centralized Service Desk

23. Virtual Service Desk

24.  Follow-the-Sun

25. Purpose
 Help plan, implement and
maintain a stable technical
infrastructure to support the
organizations business processes
 Custodian of technical
knowledge and expertise
 Provides actual resources to
support ITSM lifecycle

26. Objectives
 To help plan, implement and maintain a stable
technical infrastructure to support organizations
business processes through..
 Well designed
 Highly resilient
 Cost effective technical topology
 Swift use of technical skills to speedily diagnose
and resolve

27. Mainframe team Storage team
Server team Telecom team
Network team
Database team
Directory Services team
Middleware team
Messaging team

28. Purpose
 To help design, implement and maintain stable
application to support the organization’s business
processes
 Responsible for managing applications throughout
their lifecycle
 Supports and maintains operational application in
good condition
 Custodian of technical knowledge and expertise
related to application

29. Ensure…
 Well designed resilient and cost effective
application
 Assuring that required functionality is available
 Apply skills to speedily diagnose an resolve

30. Purpose
Responsible for the daily operational activities
needed to manage the IT infrastructure –
according to performance standards-defined
during service design
Subdivided as IT Ops Control and Facilities Mgt