Service Operation

Service
Service Operation
Operation

Processes

- Event Management

- Incident Management

- Request Fulfillment

- Problem Management

- Access Management

Functions

- Service Desk

- Technical Management

- IT Operations Management

- Application Management
Event Management
 Service Operation – Event Management

Objectives

• Detect Events, make sense of them and determine the appropriate control action

• Event Management is the basis of Operational Monitoring and Control

Basic Concepts

• Event
An alert or notification created by any IT Service, Configuration Item or monitoring tool.
Events typically require IT Operations personnel to take actions and often lead to incidents being logged.
Examples:
- A batch job has completed
- A device’s CPU is above the acceptable utilization rate
- Software license monitoring has detected that the number of licenses allocated has reached the limit

• Event Management

The process responsible for managing Events throughout their Lifecycle

• Alert

Something that happens that triggers an event or a call for action or human intervention after the event is
filtered
 Service Operation – Event Management
Logging and Filtering
 Service Operation – Event Management

Managing Exceptions
 Service Operation – Event Management

Information and Warnings

Do anyone or
combination of
…
 Service Operation – Event Management

Roles

Event management roles are filled by

people in the following functions

- Service Desk

- Technical Management

- Application Management

- IT Operations Management
 Service Operation – Incident Management

Definition
Any event which is not part of the standard operation of a service and
which causes, or may cause, an interruption to, or a reduction in, the
quality of that service is an INCIDENT.

Goal
• To restore “Normal service operation” as quickly as possible and
minimize the adverse impact on business operations.
• To ensure that the best possible levels of service quality and availability
are maintained
 Service Operation – Incident Management

Scope
• Managing any disruption or potential disruption to live IT
services

• Incidents are identified

— Directly by users through the Service Desk

— Through an interface from Event Management to
Incident Management tools

• Reported and/or logged by technical staff

 Service Operation – Incident Management

Business Value
• Quicker incident resolution

• Improved quality

• Reduced support costs

Basic Concepts
• An Incident

— An unplanned interruption or reduction in the quality of an

IT service

— Any event which could affect an IT service in the future is

also an Incident

• Timescales

• Incident Models

• Major Incidents
Incident Management Activities

Consult with CMDB

 Service Operation – Incident Management

Interfaces
• Problem Management

• Service Asset and Configuration Management (SACM)

• Change Management

• Capacity Management

• Availability Management

• Service Level Management

• Event Management
 Service Operation – Incident Management

High 3 2 11

I Highest
M priority
P
A Medium 4 3 2
C
T

Low 5 4 3

Low Medium High

URGENCY

PRIORITY = IMPACT * URGENCY

Service Operation – Incident Management

Hierarchical (Authority)Vertical

Functional (Technical Competence) Horizontal

 Service Operation – Incident Management

Metrics
• Total number of incidents

• Number of incidents resolved within SLA

• Number of incidents resolved at service desk

without referring to other support levels

• Number of incidents escalated to other teams

• Number of incidents processed at each desktop

• Cost of solution
 Service Operation – Incident Management

Roles
• Incident Manager

- May be performed by Service Desk Supervisor

• Super Users

• First-Line Support

- Usually Service Desk Analysis

• Second-Line support

• Third-Line Support (Technical Management, IT Operations,

Application Management, Third-party suppliers)
 Service Operation – Incident Management

Challenges
• Ability to detect incidents as quickly as possible
(Dependency on Event Management)

• Ensuring all incidents are logged

• Ensuring previous history is available (Incidents, Problems,

Known Errors, Changes)

• Integration with Configuration Management System,

Service Level Management, and Known Error Database
(CMS, SLM, KEDB)
 Service Operation

Request Fulfillment
 Service Operation – Request Fulfillment

Objectives
• To Provide a channel for users to request and receive
standard services for which a pre-defined approval and
qualification process exists
• To provide information to users and customers about the
availability of services and the procedure for obtaining
them
• To source and deliver the components of requested
standard services (licenses and software media)
• To assist the general information, complaints or
comments
Basic Concepts:
• Service Request
-A request from a user for information or advice, or for
a Standard Change (Password Reset, IT Service for a
new user)
• Request model
 Service Operation – Request Fulfillment

Self Help
Significant Opportunity
-Improve responsiveness
-Reduce costs

Web based front end -Extend hours of service

menu driven shopping -Reduce demand of IT staff
-Improve quality

Incident Management
Request Fulfillment
Change Management
Deployment
Access Management
Asset or
CMDB
 Service Operation – Request Fulfillment

Roles

• Not usually dedicated staff

• Service Desk staff

• Incident Management staff

• Service Operations teams

Problem Management
 Service Operation – Problem Management

Objective

• To prevent problems and resulting incidents from happening

• To eliminate recurring incidents

• To minimize the impact of incidents that cannot be prevented

 Service Operation – Problem Management

Basic Concepts: (1 of 2)
• Problem – the cause of one or more
incidents
• Problem Models
• Workaround
• Known Error
• Known Error Database

Basic Concepts: (2 of 2)
• Reactive Problem Management
- Resolution of underlying cause(s)
- Covered in Service Operation
• Proactive Problem Management
- Prevention of future problems
- Generally undertaken as part of CSI
 Service Operation – Problem Management

Roles

• Problem Manager

• Supported by technical groups

- Technical Management

- IT Operations

- Application Management

- Third-party suppliers
Access Management
 Service Operation – Access Management

Objectives
• Granting authorized users the
right to use a service
• Preventing access to non-
authorized users

Basic Concepts:
• Access
• Identity
• Rights
• Service or Service Groups
• Directory Services
 Service Operation – Access Management

Roles:
• Not usually dedicated staff
• Access management is an execution of Availability
Management and Information Security Management
• Service Desk staff
• Application Management staff
• IT Operations staff
Service Operations Functions
 Service Operation – Functions

Service Desk

IT Operations
Management

Technical Application
Management Management

Operations Control
Facilities Management
Service Desk
 Service Operation – Service Desk

• Primary point of contact

• Deals with all user issues (incidents,

requests, standard changes)

• Coordinates across the IT organization

to meet user requirements

• Different options (Local, Centralized,

Virtual, Follow-the-Sun, specialized
groups)
 Service Operation – Service Desk

Objectives:
• Logging and categorizing Incidents, Service Requests
and some categories of change

• First line investigation and diagnosis

• Escalation

• Communication with Users and IT Staff

• Closing calls

• Customer satisfaction

• Update the CMS if so agreed

Service Desk Types
 Service Operation – Service Desk

Staffing:

• Correct number and qualifications at any given time,

considering

- Customer expectations and business requirements

- Number of users to support, their languages and skills

- Coverage period, out-of-hours, time zones/locations

- Processes and procedures in place

• Minimum qualifications

- Interpersonal skills

- Business understanding

- IT understanding

- Telephone skills

• Customer and Technical emphasis, Expert

 Service Operation – Service Desk

Metrics:

• Average speed of Answer (ASA)

• Abandoned calls percentage

• Average Handling Time (AHT)

• First Call Resolution (FCR)

Technical Management
 Service Operation – Technical Management

•The groups, departments or teams that provide technical expertise and overall
management of the IT Infrastructure

- Custodians of technical knowledge and expertise related to managing the IT

Infrastructure

- Provide the actual resources to support the IT Service Management Lifecycle

- Perform many of the common activities already outlined

- Execute most ITSM processes

 Service Operation – Technical Management

Technical Management Organization:

• Technical teams are usually aligned to the technology

they manage

• Can include operational activities

• Examples

- Mainframe Management

- Server Management

- Internet/Web Management

- Network Management

- Database Management
 Service Operation – Technical Management

Objectives

• Design of resilient, cost-effective

infrastructure configuration

• Maintenance of the infrastructure

• Support during technical failures

Roles

• Technical Managers

• Team Leaders

• Technical Analysts/ Architects

• Technical Operator
IT Operations
Management
 Service Operation – IT Operations Management

• The department, group or team of people responsible for performing the

organizations day-to-day operational activities,
such as:

- Console Management

- Job Scheduling

- Backup and Restore

- Print and Output management

- Performance of maintenance activities

- Facilities Management

- Operations Bridge

- Network Operations Center

- Monitoring the infrastructure, applications and services

 Service Operation – IT Operations Management

Objectives

• Maintaining the “status quo” to achieve infrastructure

stability

• Identify opportunities to improve operational

performance and save costs

• Initial diagnosis and resolution of operational Incidents

 Service Operation – IT Operations Management

Roles

• IT Operations Manager

• Shift Leaders

• IT Operations Analysts

• IT Operators
Application Management
 Service Operation – Application Management

• Manage Applications throughout lifecycle

• Performed by any department, group or team managing and supporting

operational applications

• Role in the design, testing and improvement of Applications that form part of
IT services

• Involved in development projects, but not usually the same as the Application
Development teams

• Custodian of expertise for Applications

• Provides resources throughout the lifecycle

• Guidance to IT Operations Management

 Service Operation – Application Management

Objectives

• Well designed, resilient, cost effective applications

• Ensuring availability of functionality

• Maintain operational applications

• Support during application failures

 Service Operation – Application Management

Roles

• Application Manager/Team leaders

• Application Analyst/Architect

Note: Application management teams are usually aligned to

the application they manage