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W l
S i O i
Welcome
Service Operation Where Value is Realized
© ITSM Academy, Service Operation 10/2009
About ITSM Academy
Accredited Education Ft. Lauderdale, Dallas & Washington DC PublicITIL® Foundation (V3/V2)
ITIL® V3 Foundation Bridge and Managers Bridge
Washington, DC - PublicCorporate on-site ClassesVirtual Classes
ITIL® V3 Lifecycle, Capability and MALC
Certified Process Design Engineer (CPDE)®
Courseware LicensingAlumni ProgramPMI Global Registered Education
(CPDE)®
ITIL® V2 Practitioner, Service Manager
Microsoft Operations Framework (MOF) F d ti
ProviderFederal Government (GSA) Contractor
(MOF) Foundation
ISO/IEC 20000 Foundation
Practical, Value-Add Workshops
Certified Woman-OwnedTens of thousands of learners trained since 2003
2© ITSM Academy, Service Operation 10/2009 2
Welcome!
Agenda
Service OperationPurposeScope
Where to beginRole of Service Operation processesCommon activities
You are here
3© ITSM Academy, Service Operation 10/2009 3
© Crown copyright 2007. Reproduced under license from OGC.
Service Operation (SO)Purpose and Scope
Coordinate and carry out the d d activities and processes required to
deliver and manage services at agreed levelsMonitor performance, analyze metrics and gather the data needed t i ito improve servicesScope includes
ServicesServices
Technology
Service management processes
4© ITSM Academy, Service Operation 10/2009 4
People
Where to Begin? – Service Design
Service Design, Service Transition and Service O l f l h h Operation are progressive lifecycle phases that represent change and transformationFi t f d i id d Five aspects of design are considered
ServicesService management systems and toolsService management systems and toolsTechnology architecturesService management processesService management processesMeasurement systems and metrics
Desired b siness o tcomes and planned res lts are defined in Ser ice
© Crown copyright 2007. Reproduced under license from OGC.
5© ITSM Academy, Service Operation 10/2009 5
Desired business outcomes and planned results are defined in Service Design so that what is delivered meets customer and user expectations.
Service Operation Functions and Processes
FunctionsS i D kService DeskTechnical ManagementApplication ManagementApplication ManagementIT Operations Management
ProcessesEvent ManagementIncident ManagementR t F lfill tRequest FulfillmentProblem ManagementAccess Management
6© ITSM Academy, Service Operation 10/2009 6
g
Service Operation Functions
Service Operation FunctionsSe ce Ope a o u c o s
S i D k Technical IT Operations Application Service Desk Technical Management
IT Operations Management
IT Operations
Application Management
IT Operations Control
Facilities Facilities Management
© Crown copyright 2007. Reproduced under license from OGC.
7© ITSM Academy, Service Operation 10/2009 7
Well-defined processes improve productivity within and across functions.
Event Management
Event Management is responsible for managing events.
An event is a detectable occurrence affecting IT infrastructure management and service deliveryDeviations can be detected by good monitoring and control systems such as
Active monitoring toolsPassive monitoring tools
8© ITSM Academy, Service Operation 10/2009 8
Incident Management
Incident Management is responsible for restoring normal service operation as quickly as possible to minimizeservice 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
9© ITSM Academy, Service Operation 10/2009 9
business as defined and agreed in Service Level Agreements.
Access Management
Access Management is responsible for allowing users to make use of IT services, data or other assets.
Provides the right for users
make use of IT services, data or other assets.
to access a service or group of servicesExecutes policies and actions defined in Security
d A il bilit and Availability Management
10© ITSM Academy, Service Operation 10/2009 10
Request Fulfillment
Request fulfillment is responsible for dealing with service requests from users
Provide a channel to request and receive standard, pre-approved services
service requests from users.
approved services Provide users and customers information about the availability of services and how to obtain themSource 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
11© ITSM Academy, Service Operation 10/2009 11
p , p ppproceduralized service.
Problem Management
Problem Management is responsible for managing the lifecycle of all problems
Objectives ProblemProblem: The cause of
managing the lifecycle of all problems.
Minimize the impact of incidentsEliminate recurring incidents
one or more incidents
Known Error:Known Error: A problem with a known cause and
Prevent problems and resulting incidents
with a known cause and a workaround
Problem Management diagnoses the root cause of
12© ITSM Academy, Service Operation 10/2009 12
incidents and identifies a permanent resolution.
Monitor Control Loop
NormA model that measures a single activity and its output using a predefined norm
CompareUsed to manage the
and its output using a predefined norm.
CompareControlperformance and effectiveness of a
MonitorProcessProcedureDevice Series of devices
13© ITSM Academy, Service Operation 10/2009 13
Input OutputActivity
ITSM Monitor Control LoopBusiness Executives and Business Unit Managers
3322
11Service Strategy Continual Service Improvement
Man
agem
ent
Service Transition
Service DesignPortfolios, Standards and Policies
Technical Architectures
Vend
or A
ccou
nt M
Users
Technical Architectures and Performance Standards
Man
agem
ent a
nd V
s
Norm
CompareControl
Norm
CompareControl
Norm
CompareControl
IT M
Monitor MonitorMonitor
14© ITSM Academy, Service Operation 10/2009 14Internal and External Technical Staff and Experts
OutputInput Input InputActivity Activity ActivityOutput Output
© Crown copyright 2007. Reproduced under license from OGC.
Service Operation Value
Service Operation executes and measures the efficiency and effectiveness of plans designs and optimizations from and effectiveness of plans, designs and optimizations from other service lifecycle stages
Internal IT View
External Business View
Maintain Status Quo
Adapt to Changing Requirements
From a customer viewpoint,
15© ITSM Academy, Service Operation 10/2009 15
From a customer viewpoint, Service Operation is where value is realized.
Want to Learn More?
In the CatalogITIL Foundation / BridgeITIL Foundation / BridgeITIL Capability / LifecycleITIL Service Manager BridgeITIL Managing Across the Lifecycle (MALC)
Certified Process Design Engineer (CPDE)®
ISO/IEC 20000 (ISO 20K) F d tiISO/IEC 20000 (ISO 20K) FoundationMOF 4.0 FoundationITIL Library, itSMF Pocket Guides, etc.y, ,
Coming Soon
16© ITSM Academy, Service Operation 10/2009 16
Coming SoonISO 20K Professional Level Modules
ITIL® Bridging Scheme
17© ITSM Academy, Service Operation 10/2009 17
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.
ITIL® Certification Scheme
ITIL E t
Advanced
Managing Across the Lif l
5 pointsExpert
Service Offerings and Agreement (SOA)
Lifecycle
3 points each 4 points eachCSI
Planning, Protection and Optimization (PPO)
Release, Control and Validation (RCV)
Service Offerings and Agreement (SOA)
SSSD
ST SO
Lifecycle Stream Capability Stream
Operational Support and Analysis (OSA)
a g, otect o a d Opt at o ( O)
18© ITSM Academy, Service Operation 10/2009 18V3 Foundation
2 points © ITSM Academy 2008
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