itil service operation poster.pdf
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PRINCIPLES AND BASIC CONCEPTS Problem models
Incidents vs problems
Reactive and proactive problem
management:
Reactive: process activities are triggered in
reaction to an incident that has taken place
Proactive: process activities are triggered by
activities seeking to improve services
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REQUEST FULFILMENT
Request fulfilment is the process responsible for
managing the lifecycle of all service requests from the
users.
Formal request form a user for something to be provided E.g. Password changes, access to printers, PC moves
Define & Explain Event
Purpose
Scope
Objectives
Principles and Basic Concepts of Incident Management
Known-Error Database
Reactive Problem Management
Pro-active Problem Management
Service Desk Services Handles incidents, resolving as many as possible, where the resolution is
straightforward
Owns incidents that are escalated to other support groups for resolution
Reports problems to the problem management staff members
Handles service requests
Provides information to users
Communicates with the business about major incidents, upcoming
changes, and so on
Manages requests for change on the users behalf if required
Manages the performance of third-party maintenance providers
Monitors incidents and service requests against the targets in the SLA
Updates the CMS as required
Gathers availability figures, based on incident data
Objectives
Help plan, implement and maintain stable technicalinfrastructure to support business processes
Well designed, resilient and cost effective topology
Keep infrastructure in optimum condition
Diagnose and resolve technical failures
Roles
Technical manager/team leader
leadership, control and decision making for the team
providing technical knowledge and leadership
ensuring training, awareness and experience levels
maintained
performing line management
reporting to senior management on technical issues as
required
Technical analyst/architect
Determine evolving needs of users, sponsors, stakeholders
Establish system requirements
defining and maintaining knowledge about systems dependencies
performing cost benefit analyses
developing operational models that will optimize resource utilization and
maximize performance
configuring the infrastructure to deliver consistent and reliable performance deliver
defining all the tasks required to manage the infrastructure
A service desk is a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service activities,
usually made via Telephone calls, web interface or automatically reported infrastructure events.
Objectives: Improved customer service, perception and satisfaction Increased accessibility through a single point of contact Better quality and faster turnaround Improved teamwork and communication Enhanced focus and proactive approach to service
provision Reduced negative business impact Better management infrastructure and control Improved usage of IT support resources More meaningful management
Role: Logging all relevant incidents Providing first line investigation and diagnosis Resolving incidents at first contact Escalating incidents that cannot be resolved within
agreed timescale Keeping users informed of progress Closing all resolved incidents Conducting customers surveys Communicating with users
Organizational Structure/Types of service desks.
Higher volume of calls
Higher skill levels
Different time zones
specialised groups of users
VIP status of users
Use technology and tools
to give impression of single
service desk.
24hour coverage
low costs
Technical
ManagementITIL SERVICE OPERATION
Benedito, Christian, Kara, Abrahams, Peters, Smith, Nombewu
Purpose
Undertake activities and
processes to manage and
deliver services at the levels
agreed with business users
and customers.
The ongoing management
of the technology that is
used to deliver and support
services
Objectives
Deliver the service as
agreed on in the SLA
Reduce both the number
and impact of outages
Controlling access to IT
services
Scope
Service Operation covers all
areas of service
delivery, including:
services (internal, external
and customer/user)
service management
processes (see next slide)
technology
Value
Effective Service Operation
processes and
functions help organizations
to:
reduce the impact and
frequency of outages
provide access to
standard service
PROBLEM MANAGEMENT
Problem: The unknown cause of one or more incidents
Purpose:
Objectives
Scope:
EVENT
MANAGEMENT
Any change of state that has significance for the management of a configuration item (CI) or IT service Events are recognized by
notifications through IT service, CI or monitoring tool
Manage events through their lifecycle Event management is the basis
for operational monitoring and control
Configuration Items (CI)Some are included because they need to stay in a constant stateSome are included because their status needs to change frequently Environmental conditionsSoftware license monitoringSecurity Normal Activity
Detect changes of state for the management of a CI and IT serviceDetermine control action for events and ensure these are communicated to the appropriate functionsProvide the trigger to execute many service operation processes and operation management activitiesComparing actual operating performance and behavior against design standards and SLAs Provide a basis for service assurance,
reporting and improvement
APPLICATION
MANAGEMENT
Role:
Custodian of technical knowledge and expertiseProvides the actual resources to support the service
lifecycle. Providing guidance to IT operations on how to carry out the ongoing operational management of
applications.The integration of the application management lifecycle.
Objectives:To support the
organizations business process.These objectives are achieved through:
Applications that are well designed, resilient and cost-effective
The required functionality is available to achieve the required business outcome
Organization of adequate technical skills
App Development vs Management
A single interface to the business for all stages of the business lifecycle, common requirements and specific-setting process
Development teams show be held partially accountable for design flaws that create operational outages
Management staff show be held partially accountable for contribution to the technical architecture and manageability design of applications
A single change management process for both groups
A clear mapping of development and management activities throughout the lifecycle
Focus on integrating functionality and manageability requirements INCIDENT
MANAGEMENT
Incident: An unplanned interruption
to an IT service or reduction in the quality of an IT
service
Scope:Incident Management includes
any event which disrupts, or could disrupt a service. This includes events which are
communicated directly by users, wither through service desk or
through an interface from event management to incident
management tools.
Priority To agree and allocate an appropriate prioritization code to an incident, this will determine how the incident is handled both by support tools and support staff
Urgency Refers to how quickly the business needs a resolution to an incident
Impact Indication of impact is often the number of users being affected
Purpose:Purpose of Incident
Management is to restore normal service operation as
quickly as possible and minimize the adverse impact
on a business operations, thus ensuring agreed levels
of service quality are maintained.
Objectives: Ensure that standardized methods and
procedures are used
Increase visibility and communication of incidents to business and IT support
staff
Enhance business perception of IT through use of professional approach in resolving and communicating incidents
Align incident management activities and priorities with those of the
business Maintain user satisfaction with quality
of IT services
Interfaces:Service Design
Service level management Input for SLA
Information security management Security related incidents
Capacity management Trigger for performance monitoring
Availability management Availability of IT services
Service Transition
Service Asset and Configuration Management ID faulty equipment
Change Management Workaround need a RFCService Operation
Problem Management Investigate and resolve underlying cause
Access Management Unauthorized access attempts
Activities of incident
management
Methods of Incident Management
Incident Identification Work can only begin when it is known that an incident had occurred
Incident Logging All relevant information of incident must be logged and date/ time stamped
Incident Categorization Must be allocated with an incident categorization coding so exact type of incident is recorded
Incident Prioritization Allocate an appropriate prioritization code to determine how the incident is handled
Incident Closure Service desk to check if incident is resolved and that users are satisfied
Techniques of Incident Management
Functional Escalation
Management Escalation
Hierarchic Escalation
Incident Models:An incident model is a way of
predefining the steps that should be taken to handle a process in
an agreed way.
Steps that should be taken to handle incident
Chronological order these steps should be taken in
Responsibilities
Precautions to be taken
Incident Tracking:Incidents should be tracked throughout their lifecycle to support proper handling and reporting on the status of incidents.
Open Incident recognized but not yet assigned to a support resource In Progress Incident in progress of being investigated Resolved Resolution has been placed for incident but normal state service
operation has not yet been validated Closed User or business has agreed that incident has been resolved
Major incidents are separate procedures, with shorter timescales and greater urgency. Definition of what constitutes a major incident must be agreed and ideally mapped onto overall incident prioritization scheme.
PROBLEM
MANAGEMENT
PROCESS FLOW
Detect Problem Reactive or proactive
detection (triggers in
Notes)
Log Problem Raise record with details of
problem
Categorise Problem Record service/
component affecte
Prioritize Problem ID importance of incident
based on impact
and urgency
Resolution and
Recovery Cause removed and service
restored
Raise known error
record Problem with a documented cause
and workaround stored
in KEDB
Workarounds Temporary way of
overcoming difficulty
Problem Investigation
and Diagnosis Diagnose root cause
Problem Closure Check that all events
are recorded
Major Problem Review
Reflect on major problems as part of
training for support
staff or proactive
problem management
STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
STEP 6
STEP 7
STEP 8
STEP 9
STEP 10
Problem detection
Suspicion or detection of a cau7se of one or more incidents by the service desk.
Analysis of incident Notification of supplier or
controller
Problem prioritization. Can system be recovered? How much will it cost? How long will it take to fix the
problem?
Raising a known error record.Known error is defined as a problem with a documented root cause and workaround.Known error record should identify the problem record it relates to and document the status of actions being taken to resolve the problem.
WorkaroundsIn some cases may be possible to find a workaround to the incidents.When workaround is found, it is important that the problem record remain open.In some cases may be multiple workarounds.
Problem Logging User details Service details Equipment details Date/time initially logged Incident description
Problem Categorization
Problems should be categorized same way as incidents.
True nature of the problem must be easily traced
AC
CE
SS M
AN
AG
EM
EN
T
ProposePurpose of access management is to provide the right to be able to use a service or group of services.
Objectives: Manage access to services based on policies
and actions.
Efficiently respond to requests for granting access to services.
Oversee access to services and ensure rights being provided are not improperly used.
Scope: Access management is effectively the
execution of the policies in information security.
AM gives rights to use a service but also makes sure its available at agreed times.
AM is a process that is executed by all technical and application management
functions, usually not separate function.
Purpose is to allow storage of previous knowledge of incidents and problems.
Known error record should hold exact details. Essential that any data put into the database can be
quickly and accurately recovered. Care should be taken to avoid duplication of
records.
Event Types
Super user Recruited from business to take on some IT responsibilities
Facilitate communication between IT and business
Reinforce user expectations about agreed service levels
Training for users in their area
Support for minor incidents
Involved with new releases and roll outs
Management Positions
Shift Leader
IT Operations Manager
IT Operation Analysis
IT Operator
a notification that a threshold
has been reached, something
has changed, or a failure has
occurred
a means of acquiring human
intervention
often created and managed by
system management tools
ALERT
take place as a result of an incident
report
help prevent the incident from
recurring or provide a
workaround if avoidance is impossible
analyzes incident records to identify
underlying causes of
incidents
analysis of previous incidents reveals
a trend or pattern that
was not apparent when each incident
occurred
Technical Management is treated in ITIL as a "function".
It plays an important role in the management of the IT
infrastructure.
Many Technical Management activities are embedded in various ITIL processes -
but not all Technical Management activities. For this reason, at IT Process Maps
we decided to introduce a Technical Management process as part of the ITIL
Process Map which contains the Technical Management activities not covered in
any other ITIL process.
Technical Management activities embedded in other
processes are shown there, with responsibility assigned to
the Technical Analyst role.
Follow the sun Virtual Service Desk Local Service desk Centralised Service Desk
IT OPERATIONS
MANAGEMENT
Regular scrutiny and improvements to achieve
improved service at reduces costs
Maintenance of the status of day to day
processes and activities
Swift application of operational skills to
diagnose and resolve any IT failures that
occur.
Information Technology Operations Control consists of:
Maintainence
PurformanceConsole
Management
Backup &
Restore
Print & OutputJob
Schedueling
Maintain user and customer satisfaction
Source and deliver the components of requested
standard services
Assist with general information, complaints or
comments
Objectives
To fulfil a request will vary depending upon exactly
what is being requested.
Note that ultimately it will be up to each organization to
decide and document which service request it will
handle through the request fulfilment process
Scope
To manage the lifecycle of all
problems from first identification.
Seeks to minimize the adverse
impact of incidents
Prevent problems and resulting
incidents from happening
Eliminate recurring incidents
Minimize the impact of incidents
that cannot be prevented
Includes the activities required to
diagnose the root cause of incidents.
Will also maintain information about
problems and the appropriate
workarounds and resolutions
Role of Communication in Service Operation
Role:
All communication must have an intended purpose or a resultant action. Any means of communication can be used as long as stakeholders understand when
and where communication will take place.Types of communication:
Routine operational communication
Between shifts, Projects
Performance reporting
Communication related to change, exception & emergency
Training on new or customized processes and service designs Communication of strategy, design, and transition to service operation teams
Process activities, methods and techniques.
Informational: signifies something expected and
normal
has happened, and which does not require any action
E.g. scheduled backup has completed normally
Warning: A notification that a pre-defined threshold
has been reached. Action may or may not be required
E.g. % 5 hard disk capacity available
Exception: A notification that a service or component is
operating abnormally. Action is usually required
E.g. a router failing
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