ITIL V3 and Service Operation - ITSM Academy Webinar
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This document provides an overview of service operation based on ITIL. It defines service operation and its purpose and scope. It describes the key functions like service desk, technical management, and IT operations management. It also outlines some important processes in service operation like incident management, problem management, and request fulfillment. Finally, it discusses how service operation realizes value by executing and measuring plans from other lifecycle stages.
ITIL V3 and Service Operation - ITSM Academy Webinar
- 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