V3 Service Operation - ITSM Academy Webinar
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This document provides an overview of Service Operation according to ITIL best practices. It defines Service Operation as executing activities required to deliver and manage services at agreed levels. The key functions of Service Operation include Event Management, Incident Management, Problem Management, Request Fulfillment, Access Management, and various technical management functions. The goal is to monitor service delivery, resolve issues, and fulfill requests in order to maximize service availability, quality and efficiency.
V3 Service Operation - ITSM Academy Webinar
- 1. Service Operationp You are here © ITSM Academy
- 2. About ITSM Academy Accredited ITSM Education Provider ITIL® F d ti (V2 d V3)ITIL® Foundation (V2 and V3) ITIL® Foundation Bridge Course ITIL® Practitioner, Service Manager ISO/IEC 20000 certifications Practical workshops PMI Global Registered Education ProviderPMI Global Registered Education Provider Public Training Center in Fort Lauderdale, FL Corporate on-site classesp Over 10,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) © ITSM Academy 2 allowing ITSM Academy to become a premier provider of ITSM education to the US Government
- 3. Service Operation (SO) Goals and ObjectivesGoals and Objectives Execute the activities required toq deliver and manage services at agreed levels Manage the technology used toManage the technology used to deliver and support services Manage the processes needed to achieve delivery and supportachieve delivery and support efficiency and effectiveness Monitor performance, analyze metrics and gather the data needed to improve services Service Operation can be viewed as the “factory” of IT © ITSM Academy 3 y
- 4. Service Operation Value Service operation executes and measures th ffi i d ff ti f lthe efficiency and effectiveness of plans, designs and optimizations from other ser ice lifec cle stagesservice lifecycle stages From a customer viewpoint,From a customer viewpoint, Service Operation is where value becomes visible © ITSM Academy 4
- 5. Conflicting Balances in SO IT services vs. technology Proactive vs. reactive St bilit iStability vs. responsiveness Service quality vs. service cost © ITSM Academy 5
- 6. Service Operationp Service Strategy Service Design Service Transition Service Operation Event Managementg Incident Management Problem Management Request Fulfillment Management Service Portfolio ualService ovement Access Management Service Desk Function Technical Management Function IT Operations Management Function Service Catalog Continu Impro IT Operations Management Function Application Management Function © ITSM Academy 6 The Business IT Functions Suppliers
- 7. Event Management An event is a detectable occurrence affecting IT infrastructure management and service delivery Proactively detect infrastructure status and events Use active and passive CI monitoring tools infrastructure management and service delivery Use active and passive CI monitoring tools Automate routine operational management activities Compare actual performance against design and SLAs Provide a basis for service assurance and reporting and service improvement Provide an entry point for the executionProvide an entry point for the execution of Service Operation processes © ITSM Academy 7
- 8. Incident Managementg The goal of Incident Management is to restore normal service operation as quickly as possible in order toservice operation as quickly as possible in order to minimize business impact and maintain service quality and availability An incident is any unplanned event that causes, or may cause, an interruption or reduction in the quality of a service © ITSM Academy 8 an interruption or reduction in the quality of a service
- 9. Problem Management Problem Management is responsible for managing the lifecycle of all problems The primary objectives are to the lifecycle of all problems Problem: One or more incidents with an unknown cause The primary objectives are to Minimize the impact of incidents Prevent recurring incidents Known Error: A problem with a known cause and a workaround Prevent recurring incidents Prevent incidents and problems Problem Management diagnoses the root cause of © ITSM Academy 9 incidents and determines a permanent resolution
- 10. Request Fulfillment Request fulfillment is responsible for dealing with Provide a channel to request and receive standard services service requests from users Provide information about service availability Source and deliver components for standard services Assist with general information complaints or commentsAssist with general information, complaints or comments A service request is a request for aA service request is a request for a proven, repeatable, preapproved and proceduralized service © ITSM Academy 10
- 11. Access Management Access Management is responsible for allowing users to make use of IT services data or other assets Provide the right for users to access a service or make use of IT services, data or other assets to access a service or group of services Execute policies and actions defined in Security and Availability ManagementManagement © ITSM Academy 11
- 12. Service Operation Functions Service Desk Single point of contact for IT usersSingle point of contact for IT users Handles incidents, service requests and questions Technical Management Plans, implements and maintains a stable IT infrastructure Application Management Assists in application design and deploymentpp g p y Supports and maintains operational applications IT Operations Management P f d il ti iti d d t IT iPerforms daily activities needed to manage IT services Includes IT Operations Control and Facilities Management A f ti i f l d th t l th © ITSM Academy 12 A function is a group of people and the tools they use to carry out processes or activities
- 13. Want to Learn More? Now available ITIL® V3 b kITIL® V3 core books (www.itsmbookstore.com) ITIL® V3 Foundation courseITIL V3 Foundation course ITIL® Foundation Bridge Course (V2 to V3) Coming soon Service Manager Bridge Courseg g V3 Capabilities and Lifecycle courses © ITSM Academy 13
- 14. ITIL® V3 Certification Scheme © ITSM Academy 14
- 15. ITSM Academy, Inc. © ITSM Academy 15
- 16. Questions and Answers Thank you for attending ITSM Academy, Inc. [email protected] www.itsmacademy.com 1. 888. 872. ITSM (4876) © ITSM Academy 16