Service operations
- 2. Processes Event Management Incident Management Request Fulfillment Problem Management Access Management Functions Service Desk Technical Management IT operations Management Application Management
- 3. Purpose Monitoring all events that occur throughout the IT infrastructure to allow for normal Service Operation and to detect and escalate exceptions Basis for Operational monitoring and control
- 4. Objectives Detect all changes of state of CI or IT services Determine appropriate control action for events and ensure are communicated Provide trigger for execution of many other processes, activities Provide means to compare actual performance and behavior against standards and SLA’s Provide a basis for service assurance and reporting; and improvement
- 5. Scope Configuration Items Environmental Conditions (ex. Fire and smoke detection) Software license usage Security (ex. Firewall breach) Normal Activity (ex. Mainframe utilization, batch job completion)
- 6. Purpose Restore normal Service Operation as quickly as possible Minimize adverse impact on business operations Ensure service quality and availability are maintained
- 7. Scope Includes any event which disrupts or which could disrupt a service. Includes Events which are communicated Users, Tools Technical Staff etc. All events are not incidents.
- 9. Timeframes Incident response and resolution targets within SLA Incident Models “Standard” or “specialized” incidents are handled in predefined path and within predefined timeframes Prioritization Priority – Impact x Urgency Escalation Technical / Functional / Horizontal Management / Hierarchical / Vertical
- 10. Key Metrics to judge the IM process Total no. of incidents Breakdown of Incidents at each stage. Size of incident Backlog % FTR by Service Desk % handled within agreed resolve times No and % of Major incidents No and % of Incidents assigned correctly.
- 11. “An Incident never becomes a Problem”
- 12. Objectives To eliminate recurring incidents To minimize the impact of incidents that cannot be prevented To minimize adverse impact on the business because of incidents and problems that are caused by errors in the IT infrastructure
- 13. Basic Concepts Problem The unknown cause of one or more incidents Work-Around A temporary way of overcoming technical failures Known errors Problem that has a documented root cause and a work around
- 14. Purpose Responsible for managing the lifecycle of all service requests from the users
- 15. Objectives Provide information, address complaints or comments Standardchanges fulfillment (ex. Change users password) Responsiblefor low risk, low cost and frequently occurring changes
- 16. Concepts Service Request A request from a user for information or advise, or for a standard change or for an access to IT service Request Model Predefined steps to consistently handle frequent requests
- 17. Purpose Granting authorized users the right to use a service & preventing access by non-authorized users in order to protect the availability, confidentiality and integrity of information and infrastructure Is therefore the execution of policies and actions defined in Security and Availability Management
- 18. Objectives Efficiently respond to requests for granting access to services, changing access rights or restricting access, ensuring that the rights being provided or changed are properly granted Oversee access to services and ensure rights being provided are not improperly used
- 19. Access Identity Rights Services or services group Directory services
- 20. Primary point of contact on a day to day basis for IT Users when there is a service disruption, service request or even some categories of changes. Provide a single point of communication to users & point of coordination to IT groups and processes (Note: They are the owner of any incident)
- 21. Types of Service Desk Local Service Desk
- 24. Follow-the-Sun
- 25. Purpose Help plan, implement and maintain a stable technical infrastructure to support the organizations business processes Custodian of technical knowledge and expertise Provides actual resources to support ITSM lifecycle
- 26. Objectives To help plan, implement and maintain a stable technical infrastructure to support organizations business processes through.. Well designed Highly resilient Cost effective technical topology Swift use of technical skills to speedily diagnose and resolve
- 27. Mainframe team Storage team Server team Telecom team Network team Database team Directory Services team Middleware team Messaging team
- 28. Purpose To help design, implement and maintain stable application to support the organization’s business processes Responsible for managing applications throughout their lifecycle Supports and maintains operational application in good condition Custodian of technical knowledge and expertise related to application
- 29. Ensure… Well designed resilient and cost effective application Assuring that required functionality is available Apply skills to speedily diagnose an resolve
- 30. Purpose Responsible for the daily operational activities needed to manage the IT infrastructure – according to performance standards-defined during service design Subdivided as IT Ops Control and Facilities Mgt