ITIL Service Operation - Invensis Learning

1. ITIL® Service Operation Course Name : ITIL Service Operation Version : INVL_ITILSO_CW_01_1.2 Course ID : ITSM – 110 ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

2. About Invensis Learning Invensis Learning is a pioneer in providing globally-recognized certification training courses for individuals and enterprises worldwide. Our training methodology coupled with high-quality courseware has enabled organizations to achieve high-impact learning with increased knowledge, competence, and performance. We offer courses in various categories such as IT Service Management, Project Management, IT Security and Governance, Quality Management, Agile Project Management, DevOps, and Cloud Courses. Invensis Learning certification training programs adhere to global standards such as PMI, TUV SUD, AXELOS, ISACA, DevOps Institute, and PEOPLECERT.

3. Module 1- Introduction

4. Service Operation - Introduction

5. Service Operation - Introduction This training Targeted at the individuals who have attained ITIL Foundation Enable individuals to contribute to on going service improvement Develop a deep understanding of RCV Preparation for the examination

6. Service Operation - Introduction Course Objectives • Introduction to Service Operation • Service Operation Principles • Management and Control of activities • Service Operation Activities • Organizing Service Operation • Control of Service Operation technology • Challenges, Critical Success Factors and Risks

7. Service Operation - Introduction What we want from you is to … • Get involved • Ask questions • Share experiences • Keep an open mind • Have fun!

8. Service Operation - Introduction What is IT Service Management? • IT Service Management definition : • “A set of specialized organizational capabilities for providing value to customers in the form of services.” • A professional practice supported by knowledge, experience and skills, focusing on a service-oriented approach.

9. Service Operation - Introduction Concept of Service and Value What is a Service? • “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. UTILITY T/F Performance supported? OR Constraints removed? Fit for purpose? AND Value-created T/F Available enough? Fit for use? Capacity enough? AND Continuous enough? T/F T: TrueF: False Secure enough? WARRANTY Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

10. Service Operation - Introduction Combined Effects of Utility and Warranty Low Impact on Business outcomes but with high certainty (Unbalanced Value) High Value with Warranty Bias High Zone of Balance High Value with Warranty Bias Warranty High Impact on Business outcomes but with low certainty (Unbalanced Value) Low value with Warranty Bias Low value with Utility Bias Low Utility High Low Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

11. Service Operation - Introduction What is a Process? Process Control Process Goal Process Owner Quality Parameters, Key Performance Indicators Process Execution Output (Including Specifications) Input (Including Specifications) Activities & Sub-processes Process Enablers Resources/ Capabilities Roles Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

12. Service Operation - Introduction Organizing IT Service Management – Process Definition • Process definition: • “A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which directly or indirectly, creates value for an external customer or stakeholder.”

13. Service Operation - Introduction Characteristics of a Process • They are measurable • They have specific results • They deliver primary results to customers • They respond to a specific event

14. Service Operation - Introduction • Realization of strategic objectives • Provision of stable services • Deliver value to the customer

15. Service Operation - Introduction Purpose and Objectives • Day-to-day operation of services • Manage services at agreed levels • Management of technology for service delivery • Monitor performance, assess, metrics and gather data

16. Service Operation - Introduction Scope • The Services • Service Management processes • Technology • People

17. Service Operation - Introduction Processes • Event Management • Incident Management • Problem Management • Request Fulfillment • Access Management

18. Service Operation - Introduction Functions • Service Desk • Technical Management • IT Operations Management • Application Management

19. Service Operation - Introduction Value to the Business • Reduce unplanned labor and costs • Reduce the duration and frequency of service outages • Provide operational results and data • Meet the goals and objectives of the organization’s security policy • Provide quick and effective access to standard services • Provide a basis for automated operations

20. Service Operation - Introduction ITIL 2011 Qualification Schema Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

21. Service Operation - Introduction Exam Examination Format: Multiple Choice, Scenario-based Number of questions: 8 Graded scoring marking method Pass Score: 28/40 or 70% Delivery: Online or Paper based examination through an Accredited Training Organization Exam Duration: Maximum 90 minutes for all candidates Open/Closed Book: Closed Book

22. Service Operation - Introduction Introduction Summary • Service Operation (SO) objectives • What is IT Service Management • Concept of Service and Value • What is a process • Organizational structure • SO introduction • SO Processes/Functions • Value to the business

23. Module 2Principles

24. Service Operation - Principles

25. Service Operation - Principles Service Operation • Responsible for executing and performing processes that - • Optimize the cost and quality of services • Enabling the business to meet its objectives • Responsible for – • Effective functioning of components that support services • Execution of operation control activities to manage and deliver services • Delivering services efficiently and at acceptable cost • Delivering services within prescribed service levels • Maintaining user satisfaction with IT services

26. Service Operation - Principles Service Operation - Principles • The Organization • Achieving balance • Providing service • Involvement with Design and Transition • Operational health • Communication • Documentation

27. Service Operation - Principles Organization Definitions (1/2) • Function • Logical concept referring to people and automated measures executing a defined process or activity • Group • Non-formal organization structure grouping together people who perform similar activates • Team • Formal organization structure containing people together who work to achieve a common objective

28. Service Operation - Principles Organization Definitions (2/2) • Department • Formal organization structure existing to perform specific activities, with a hierarchical framework • Division • A number of departments grouped together, often self-contained • Role • A set of linked behaviors or actions performed by a person, team or group

29. Service Operation - Principles AchievingBalance • Service Operation is more than just the repetitive execution of a standard set of procedures or activities • IT needs to deliver agreed levels of service • This creates a conflict between maintaining the current operational state and adapting to changes in the business and technology • Conflicts of balance • Internal IT view versus external business view • Stability versus responsiveness • Quality of service versus cost of service • Reactive versus proactive

30. Service Operation - Principles Internal IT View vs. External Business View An Organization here is out of balance and is in danger of not meeting business requirements An Organization here quite balanced but tends to under-deliver on promises to the business Extreme Focus on Internal Extreme Focus on External Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

31. Service Operation - Principles Internal IT View vs. External Business View Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

32. Service Operation - Principles Quality vs. Cost An Organization here is out of danger of losing service quality because of balance and is in of heavy cost cutting An Organization here is quite balanced, but may tendto overspend to deliver higher levels of service than are strictly necessary Extreme focus on cost Extreme focus on quality Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

33. Service Operation - Principles Quality vs. Cost Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

34. Service Operation - Principles Reactive vs. proactive An Organization here is out of balance and is not able to effectively support the business strategy An Organization here is quite balanced, but tends to fix services that are not broken, resulting in higher levels of change Extremely Reactive Extremely Proactive Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

35. Service Operation - Principles Stability vs. Responsiveness An organization here is out of balance and is in danger of ignoring changing business requirements An organization here is out of balance and is in danger of over-spending on changes Extreme focus on responsiveness Extreme focus on stability Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

36. Service Operation - Principles Stability vs. Responsiveness Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

37. Service Operation - Principles Providing Service • Service Operation Staff • There to provide service • Have to be responsive to requirements • Act in a polite and professional manner • Provision of supportive training • Critical Element – recruitment of customer-facing staff to manage customer relationships

38. Service Operation - Principles Operational Health • IT infrastructure is like a human body, it has vital signs that can be monitored • Define the critical “vital signs” on devices or services that deliver VBF • Conduct health checks at regular intervals • Consider “self healing systems”

39. Service Operation - Principles Communication • Good communication is needed between all IT staff and with users/customers/partners • Issues can often been prevented or avoided through the right type communication • All communication should have: • Intended purpose and/or resultant action • Clear audience, who should be involved in deciding the need/format • Communication is important in all lifecycle stages

40. Service Operation - Principles Documentation • IT Operations Teams will create and maintain relevant IT documentation • Process manuals • Technical procedure manuals • Maintenance documents • Planning documents • Work instructions for tools

41. Service Operation - Principles Principles summary • The organization • Achieving balance • Providing service • Involvement with Design and Transition • Operational health • Communication • Documentation

42. To know more about our ITIL Service Operation Certification Training, please visit www.invensislearning.com

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