v3 service operation - itsm academy webinar
DESCRIPTION
From ITSM Academy's September 2007 WebinarTRANSCRIPT
Service Operationp
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About ITSM Academy
Accredited ITSM Education ProviderITIL® F d ti (V2 d V3)ITIL® Foundation (V2 and V3) ITIL® Foundation Bridge CourseITIL® Practitioner, Service ManagerISO/IEC 20000 certificationsPractical workshops
PMI Global Registered Education ProviderPMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on-site classespOver 10,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA)
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allowing ITSM Academy to become a premier provider of ITSM education to the US Government
Service Operation (SO) Goals and ObjectivesGoals and Objectives
Execute the activities required to qdeliver and manage services at agreed levelsManage the technology used toManage the technology used to deliver and support services Manage the processes needed to achieve delivery and supportachieve delivery and support efficiency and effectivenessMonitor performance, analyze metrics and gather the data needed to improve services
Service Operation can be viewed as the
“factory” of IT
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y
Service Operation Value
Service operation executes and measures th ffi i d ff ti f lthe efficiency and effectiveness of plans, designs and optimizations from other ser ice lifec cle stagesservice lifecycle stages
From a customer viewpoint,From a customer viewpoint, Service Operation is where value becomes visible
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Conflicting Balances in SO
IT services vs. technologyProactive vs. reactiveSt bilit iStability vs. responsivenessService quality vs. service cost
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Service Operationp
Service Strategy Service Design Service Transition
Service OperationEvent Managementg
Incident ManagementProblem Management
Request Fulfillment Management Service Portfolio
ual S
ervi
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emen
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Access ManagementService Desk Function
Technical Management FunctionIT Operations Management Function
Service Catalog
Con
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IT Operations Management FunctionApplication Management Function
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The Business IT Functions Suppliers
Event Management
An event is a detectable occurrence affecting IT infrastructure management and service delivery
Proactively detect infrastructure status and eventsUse active and passive CI monitoring tools
infrastructure management and service delivery
Use active and passive CI monitoring toolsAutomate routine operational management activitiesCompare actual performance against design and SLAsProvide a basis for service assurance and reporting and service improvementProvide an entry point for the executionProvide an entry point for the execution of Service Operation processes
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Incident Managementg
The goal of Incident Management is to restore normal service operation as quickly as possible in order toservice operation as quickly as possible in order to minimize business impact and maintain service quality and availability
An incident is any unplanned event that causes, or may cause, an interruption or reduction in the quality of a service
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an interruption or reduction in the quality of a service
Problem Management
Problem Management is responsible for managing the lifecycle of all problems
The primary objectives are to
the lifecycle of all problems
Problem: One or more incidents with an unknown cause
The primary objectives are toMinimize the impact of incidents
Prevent recurring incidents Known Error: A problem with a known cause and a workaround
Prevent recurring incidents
Prevent incidents and problems
Problem Management diagnoses the root cause of
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incidents and determines a permanent resolution
Request Fulfillment
Request fulfillment is responsible for dealing with
Provide a channel to request and receive standard services
service requests from users
Provide information about service availability Source and deliver components for standard services Assist with general information complaints or commentsAssist with general information, complaints or comments
A service request is a request for aA service request is a request for a proven, repeatable, preapproved and
proceduralized service
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Access Management
Access Management is responsible for allowing users to make use of IT services data or other assets
Provide the right for users to access a service or
make use of IT services, data or other assets
to access a service or group of servicesExecute policies and actions defined in Security and Availability ManagementManagement
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Service Operation Functions
Service DeskSingle point of contact for IT usersSingle point of contact for IT usersHandles incidents, service requests and questions
Technical ManagementPlans, implements and maintains a stable IT infrastructure
Application ManagementAssists in application design and deployment pp g p ySupports and maintains operational applications
IT Operations ManagementP f d il ti iti d d t IT iPerforms daily activities needed to manage IT servicesIncludes IT Operations Control and Facilities Management
A f ti i f l d th t l th
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A function is a group of people and the tools they use to carry out processes or activities
Want to Learn More?
Now availableITIL® V3 b kITIL® V3 core books (www.itsmbookstore.com)ITIL® V3 Foundation courseITIL V3 Foundation courseITIL® Foundation Bridge Course (V2 to V3)
Coming soonService Manager Bridge Courseg gV3 Capabilities and Lifecycle courses
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ITIL® V3 Certification Scheme
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ITSM Academy, Inc.
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Questions and Answers
Thank you for attending
ITSM Academy, [email protected]. 888. 872. ITSM (4876)
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