Service Operation from our Ripped From The Classroom Series

1. Welcome
W l
Service Operation
S i O i
Where Value is Realized
© ITSM Academy, Service Operation 10/2009

2. About ITSM Academy
Accredited Education Ft. Lauderdale, Dallas &
ITIL® Foundation (V3/V2) Washington,
Washington DC - Public
ITIL® V3 Foundation Bridge and Corporate on-site Classes
Managers Bridge Virtual Classes
ITIL® V3 Lifecycle, Capability and Courseware Licensing
MALC Alumni Program
Certified Process Design Engineer PMI Global Registered Education
(CPDE)® Provider
ITIL® V2 Practitioner, Service Manager
Federal Government (GSA)
Microsoft Operations Framework Contractor
(MOF) Foundation
F d ti
Certified Woman-Owned
ISO/IEC 20000 Foundation
Tens of thousands of learners
Practical, Value-Add Workshops trained since 2003
Welcome!
© ITSM Academy, Service Operation 10/2009 2

3. Agenda
Service Operation
Purpose
Scope
Where to begin
Role of Service
Operation processes
Common activities
You are here
© Crown copyright 2007. Reproduced under
license from OGC.
© ITSM Academy, Service Operation 10/2009 3

4. Service Operation (SO)
Purpose and Scope
Coordinate and carry out the
activities and processes required to
d d
deliver and manage services at
agreed levels
Monitor performance, analyze
metrics and gather the data needed
to improve services
t i i
Scope includes
Services
Technology
Service management processes
People
© ITSM Academy, Service Operation 10/2009 4

5. Where to Begin? – Service Design
Service Design, Service Transition and Service
Operation are progressive lifecycle phases that
O lf l h h
represent change and transformation
Five
Fi aspects of d i are considered
t f design id d
Services
Service management systems and tools
Technology architectures
Service management processes
Measurement systems and metrics © Crown copyright 2007. Reproduced under
license from OGC.
Desired b siness o tcomes and planned results are defined in Ser ice
business outcomes res lts Service
Design so that what is delivered meets customer and user expectations.
© ITSM Academy, Service Operation 10/2009 5

6. Service Operation Functions and Processes
Functions
Service Desk
S i D k
Technical Management
Application Management
IT Operations Management
Processes
Event Management
Incident Management
Request Fulfillment
R t F lfill t
Problem Management
Access Management
g
© ITSM Academy, Service Operation 10/2009 6

7. Service Operation Functions
Se ce Ope a o u c o s
Service Operation Functions
Service D k
S i Desk Technical IT Operations Application
Management Management Management
IT Operations
Control
Facilities
Management
© Crown copyright 2007. Reproduced under license from OGC.
Well-defined processes improve productivity
within and across functions.
© ITSM Academy, Service Operation 10/2009 7

8. Event Management
Event Management is responsible for managing events.
An event is a detectable occurrence affecting IT
infrastructure management and service delivery
Deviations can be detected by good monitoring and
control systems such as
Active monitoring tools
Passive monitoring tools
© ITSM Academy, Service Operation 10/2009 8

9. Incident Management
Incident Management is responsible for restoring normal
service operation as quickly as possible to minimize
business impact and ensure the best possible levels of
service quality and availability.
“Normal service operation” is the service level expected by the
business as defined and agreed in Service Level Agreements.
© ITSM Academy, Service Operation 10/2009 9

10. Access Management
Access Management is responsible for allowing users to
make use of IT services, data or other assets.
Provides the right for users
to access a service or group
of services
Executes policies and
actions defined in Security
and Availability
d A il bilit
Management
© ITSM Academy, Service Operation 10/2009 10

11. Request Fulfillment
Request fulfillment is responsible for dealing with
service requests from users
users.
Provide a channel to request and receive standard, pre-
approved services
Provide users and customers information about the availability
of services and how to obtain them
Source and deliver components of standard services
Assist with general information, complaints or comments
A service request is a request for a proven,
repeatable, preapproved and
p ,p pp
proceduralized service.
© ITSM Academy, Service Operation 10/2009 11

12. Problem Management
Problem Management is responsible for
managing the lifecycle of all problems
problems.
Objectives Problem:
Problem The cause of
Minimize the impact of incidents one or more incidents
Known Error: A problem
Eliminate recurring incidents with a known cause and
Prevent problems and a workaround
resulting incidents
Problem Management diagnoses the root cause of
incidents and identifies a permanent resolution.
© ITSM Academy, Service Operation 10/2009 12

13. Monitor Control Loop
A model that measures a single activity Norm
and its output using a predefined norm
norm.
Used to manage the
performance and Control Compare
effectiveness of a
Process Monitor
Procedure
Device
Series of devices
Input Activity Output
© ITSM Academy, Service Operation 10/2009 13

14. ITSM Monitor Control Loop
Business Executives and Business Unit Managers
Service Strategy 1
2 Continual Service
Improvement
3
Service Design
IT Management and Vendor Account Management
Portfolios, Standards
and Policies
Service Transition
Technical Architectures
M
and Performance
Standards
Users
V
s
Norm Norm Norm
Control Compare Control Compare Control Compare
M
Monitor Monitor Monitor
Input Activity Output Input Activity Output Input Activity Output
Internal and External Technical Staff and Experts
© ITSM Academy, Service Operation 10/2009 license from OGC.
© Crown copyright 2007. Reproduced under
14

15. Service Operation Value
Service Operation executes and measures the efficiency
and effectiveness of plans designs and optimizations from
plans,
other service lifecycle stages
Internal External
IT View Business View
Maintain Adapt to Changing
Status Quo Requirements
From a customer viewpoint,
Service Operation is where value is realized.
© ITSM Academy, Service Operation 10/2009 15

16. Want to Learn More?
In the Catalog
ITIL Foundation / Bridge
ITIL Capability / Lifecycle
ITIL Service Manager Bridge
ITIL Managing Across the Lifecycle (MALC)
Certified Process Design Engineer (CPDE)®
ISO/IEC 20000 (ISO 20K) F d ti
Foundation
MOF 4.0 Foundation
ITIL Library, itSMF Pocket Guides, etc.
y, ,
Coming Soon
ISO 20K Professional Level Modules
© ITSM Academy, Service Operation 10/2009 16

17. ITIL® Bridging Scheme
V2 Practitioners with at least 12 credits must take the Managers Bridge and the
Managing Across the Lifecycle (MALC) courses in order to achieve ITIL Expert certification.
© ITSM Academy, Service Operation 10/2009 17

18. ITIL® Certification Scheme
Advanced
ITIL
Expert
E t
5 points
Managing Across the
Lifecycle
Lif l
3 points each 4 points each
CSI
Service Offerings and Agreement (SOA)
SO
ST
SD
SS Release, Control and Validation (RCV)
Planning, Protection and Optimization (PPO)
a g, otect o a d Opt at o ( O)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
© ITSM Academy 2008
2 points
V3 Foundation
© ITSM Academy, Service Operation 10/2009 18

19. ITSM Academy Affiliates
© ITSM Academy, Service Operation 10/2009 19