IT STRATEGY TO TRANSITION TO OPERATIONS

Agenda
Key Principles of Operation Operational Activities Processes
o o o o o o Event Management Incident Management Request Fulfilment Problem Management Access Management Functions Service Desk Technical Management Application Management Operations Management

Service Lifecycle Components

Service Operation : Principles

Managing day-to-day activities and technology

Executing processes to optimize cost and quality

Enabling the business to meet its objectives

Effective functioning of components

Service Operation
Purpose:
To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels Also responsible for on going management of the technology

Scope:
Services Service Management Processes Technology People

Value to the Business

Service Operation is where the value is seen.

Services run within budget and ROI targets Design flaws fixed and unforeseen requirements satisfied Efficiency gains achieved Services optimized

Its all about Balance

Focus internal versus external Focus stability versus responsiveness Focus cost versus quality Focus reactive versus proactive

Out of Balance?
Extreme Focus on: -Internal -Stability -Cost -Reactive Extreme Focus on: -External -Responsiveness -Quality -Proactive

Event Management
Scope:
Value to the business Basic concepts Activities/techniques Challenges

Any detectable or discernible 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 services

Incident Management
An unplanned interruption to an IT service or actual or potential reduction in the quality of service. (Includes any event which disrupts, or could disrupt, a service)

To restore normal service operation as quickly as possible and minimize the adverse impact upon business operations, thus ensuring that the best possible levels of service quality and availability are maintained

Request Fulfilment
A request from a User for information, advice, or for a Standard Change or for Access to an IT Service, e.g. to reset a password or to provide standard IT Services for a new User

Objectives:
Provide a regular channel for users to request and receive standard services Provide information to users about service availability and access Source and deliver components of standard services Assist with general information, complaints or comments

Problem Management
Problem Definition:
The unknown cause of one or more incidents.

Objectives:
To prevent problems and resulting incidents from happening Eliminate recurring incidents To minimize the impact of incidents that cannot be prevented

Access Management
Rights Management/Identity Management Grant rights to use services to authorized users Prevent access to unauthorized individuals Access/identity/rights Request/Verify/Provide rights/Monitor status/Tracking access /Removal

Access Management
Objectives:
Execute the policies and actions defined in Security and Availability Management Provide the right for users to be able to use a service or group of services

Functions
Logical functions to perform specific activities and processes not necessarily mapping onto organizational structures or individuals

Service Desk

IT Operations Management

Technical Management Operations Control

Application Management

Facilities Management

Service Desk
Primary aim is to restore normal service in the widest sense as quickly as possible Objectives: Logging all incidents/service requests, allocating categorization and prioritization codes First line investigation and diagnosis Resolving incidents/service requests Escalation as necessary Closing all resolved incidents and requests Conducting customer satisfaction surveys Communication with users - progress, information Updating CMS as agreed and authorized

Service Desk
Types: Local Centralized Virtual Follow-the-sun Specialized

Technical Management
Objective:
To help plan, implement and maintain a stable technical infrastructure to support the organizations business processes

Technical Management Role:

Custodian of technical knowledge and expertise related to managing the IT infrastructure Provides the resources to support the IT management lifecycle

Application Management
Objectives:
To support the organizations business processes by helping to identify functional and manageability requirements for application software To assist in the design and deployment of applications To assist in the on going support and improvement of applications

The IT Operations Function

Executes the on going activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed service levels Continually adapts to business requirements and demand To maintain the status quo to achieve stability of the organizations day-today processes and activities Regularly scrutinize and improve service at reduced cost, while maintaining stability Swiftly applying operational skills to diagnose and resolve any IT operations failures that occur

Overlaps
Technical Management and Operations Management: Both play a role in management and maintenance of the IT infrastructure Technical Management and Application Management: Both play a role in the design, testing and improvement of CIs that form part of IT services Application Management and Operations Management: Both play in role in application support

Common Service Operations

Server Managemen t and Support Network Managemen t Storage and Archive Database Administrati on Directory Services Manageme nt Middleware Managemen t Mainframe Manageme nt Improveme nt of Operationa l Activities IT Operations Security Manageme nt and Service Operations Facilities and Data Centre Managemen t Internet / Web Managemen t

Monitoring and control

Desktop Support

Thank You!