LM5. Service Operation

1. LM5. Service Operation Dr. Lei Li

2. Learning Outcomes • Discuss the Service Operation Transition Planning and Support • Describe the purpose of Service Operation • Explain the value to business of Service Operation • Discuss the purpose, key concepts, and main activities of following service operation processes: Event Management, Incident Management, Request Management, Problem Management, Access Management IT 6413 IT Service Management

3. Service Transition Image source:https://www.bmc.com/guides/itil-service-operation.html IT 6413 IT Service Management

4. Goals of Service Operation • To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. • Ongoing management of the technology that is used to deliver and support services. IT 6413 IT Service Management

5. ITIL Benefits within Service Operation • Scalability • Reduction in costs • Improved quality • Alignment to standards • Return on Investment (ROI) • Seamless sourcing partnerships IT 6413 IT Service Management

6. The Scope of Service Operation • Services • Service management processes • Technology • People IT 6413 IT Service Management

7. Achieving balance in service operation IT 6413 IT Service Management

8. Service Operation Processes • Request fulfilment • Incident management • Problem management • Access management • Event management IT 6413 IT Service Management

9. Request Fulfilment • The process for dealing with service requests via the Service Desk, using a process similar but separate to that of incident Management. IT 6413 IT Service Management

10. The Objectives of Request Fulfilment • To provide a channel for users to request and receive standard services for which a predefined approval qualification process exists • To provide information to users and customers about the availability of services and the procedure for obtaining them • To source and deliver the components of requested standard services (e.g. licenses and software media) • To assist with general information, complaints or comments IT 6413 IT Service Management

11. The Activities Of Request Fulfilment • Menu selection • Financial approval • Other approval • Fulfilment • Closure IT 6413 IT Service Management

12. Incident Management • Highly visible to the organization, and it is therefore easier to demonstrate its value than in most areas of service operation. IT 6413 IT Service Management

13. The Objectives of Incident Management • To restore normal service operation as quickly as possible and minimize the adverse impact of the Incident on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. IT 6413 IT Service Management

14. Values of Incident Management • The ability to detect and resolve Incidents which results in lower downtime for the organization, which in turn means higher availability of the service. • The ability to align IT activity to real time business priorities. This is because incident management includes the capability to identify business priorities and dynamically allocate resources as necessary. • The ability to identify potential improvements to services. This happens as a result of understanding what constitutes an incident and also from being in contact with the activities of business operational staff. • The Service Desk can, during its handling of incidents, identify additional service or training requirements found in IT or the business.. IT 6413 IT Service Management

15. Activities of Incident Management • Incident identification and logging • Categorization, prioritization and initial diagnosis • Investigation and diagnosis • Resolution and recovery • Incident closure IT 6413 IT Service Management

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17. Problem Management • Effective problem management halts the recurrence of incidents and has benefits to the individual and the organization as a whole as it improves availability (up time) and user productivity IT 6413 IT Service Management

18. Objectives of Problem Management • To minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. IT 6413 IT Service Management

19. Value to Organization • Problem management works together with incident management and change management to ensure that IT service availability and quality are increased IT 6413 IT Service Management

20. Activities of Problem Management • Reactive problem management • generally executed as part of service operation • Proactive problem management • initiated in service operation, but generally driven as part of continual service improvement IT 6413 IT Service Management

21. Reactive Activities • Problem detection and problem logging • Problem categorization and prioritization • Problem investigation and diagnosis • Workarounds and raising a known error record • Problem resolution • Problem closure IT 6413 IT Service Management

22. Proactive Activities • Major problem review and errors detected in the development environment • Those things that were done correctly • Those things that were done wrongly • What could be done better in the future • How to prevent recurrence • Whether there has been any third party responsibility and whether follow up actions are needed IT 6413 IT Service Management

23. Access Management • The process of granting authorized users the right to use a service • Protecting Confidentiality, Integrity and Availability (CIA) • Security incidents and problems related to access management will be discreetly recorded IT 6413 IT Service Management

24. Value to the Organization • Controlled access to services ensures that the organization is able to maintain more effectively the confidentiality of its information • Employees have the right level of access to execute their jobs effectively • There is less likelihood of errors being made in data entry or in the use of a critical service by an unskilled user (e.g. production control systems) • The ability to audit use of services and to trace the abuse of services • The ability more easily to revoke access rights when needed – an important security consideration • May be needed for regulatory compliance IT 6413 IT Service Management

25. The Activities of Access Management • Requesting access • Verification • Providing rights • Monitoring identity status • Logging and tracking access • Removing or restricting rights IT 6413 IT Service Management

26. Event Management • An event - any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service, and evaluation of the impact a deviation might cause to the service IT 6413 IT Service Management

27. The Objectives Of Event Management • To provide the entry point for the execution of many service operation processes and activities. In addition, it provides a way of comparing actual performance and behavior against design standards and Service Level Agreements IT 6413 IT Service Management

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29. The Value to the Organization • Event management provides mechanisms for early detection of incidents. • Event management makes it possible for some types of automated activity to be monitored by exception • When integrated into other service management processes • Event management provides a basis for automated operations IT 6413 IT Service Management

30. The Activities of Event Management • Event notification • Event detection • Event filtering • Significance of the events • Event correlation • Response selection • Review actions • Close event IT 6413 IT Service Management

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32. Service Operation Functions IT 6413 IT Service Management

33. The Technical Management Function IT 6413 IT Service Management

34. The Application Management Function IT 6413 IT Service Management

35. The IT Operations Management Function IT 6413 IT Service Management

36. Resources • https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=14&cad=rja&uact=8&ved=2ahUKEwiw_-W_0KveAhWSuVMKHXvwAWkQFjANegQIABAC&url=https%3A%2F%2Fwww.ucisa.ac.uk%2F~%2Fmedia%2FFiles%2Fmembers%2Factivities%2FITIL%2Fservice_operation%2FITIL_Introducing%2520Service%2520Operation%2520pdf.ashx&usg=AOvVaw2oSaCiIbw0EayrdUpPIM-g(All images are from this source unless specified otherwise). • https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=2ahUKEwjInPOp0aveAhUEvFMKHaiYBkkQFjAAegQIBhAC&url=http%3A%2F%2Fitiq.co.bw%2Fwp-content%2Fthemes%2FIT-IQ%2Fpdf%2FITIL%2520v3%2520Service%2520Operation.pdf&usg=AOvVaw3gr8d2y5BrD6pQfQbBONOM IT 6413 IT Service Management