Please enable JavaScript.
Coggle requires JavaScript to display documents.
Service Operation (Overview) (Incident Management Process (Major Incidents…
Service Operation (Overview)
Service Operation
Begins upon transition of a new service to facilitate the outcomes desired by customers
Urgent operational problems are handled by this stage while others are fed back to Strategy, Design, or Transition (as appropriate)
Service Operation often requires you to
be flexible
Don’t have the benefit of reengineering
everything from the beginning
Operations must continue, but Continual Service Improvements must also occur
Key Takeaways
Service Operations never really end but they do feedback to earlier stages for future development
Provides users and customers with agreed-upon services
Identified faults are quickly fixed or referred back to an earlier stage
Objectives of Service Operation
Deliver and support agreed-upon IT services
Minimize the impact of failure
Control access to services based on organizational IT security policy
The Scope
Services
People
Processes
Event Management
• Incident Management
• Problem Management
• Request Fulfillment
• Access Management
Technology
Principles of Service Operation
Balance
4 Elements of Balance
Internal IT versus External Business
Stability versus Responsiveness
Cost versus Quality
Proactive versus Reactive
Communication
With users and customers
Between operational teams
Between operational shifts
In performance reporting
With projects and programs
For any changes, releases, &
deployments
For any failures, exceptions, &
emergencies
Event Management
Purpose
To manage events throughout their lifecycle
An event is a change of state that has significance for the management of a CI or IT service
Functions
Detect changes of state that have an impact for any specified configuration item (such as an IT service or system)
Identify the type of event detected and
take appropriate actions
Trigger other service management
process or actions (if needed)
Capture performance information for comparison against the design specifications and SLA targets
Provide inputs to service assurance and to the Continual Service Improvement (CSI) phase
What Does That Really Mean?
Event management monitors CI’s for their technical configuration, software licensing/usage, and adherence to the organizational security policy
Components and services should remain in a steady state once designed or may operate within an allowed range or specification
Alerts & Event Types
Alerts
Warning that a threshold has been reached, a failure has occurred, or something significant has changed
Generated by automated monitoring tools and trigger intervention
May be indicative of event based on the severity level
Event Types
Informational
Shows that everything is operating properly
Considered a completed event and are logged in the CMS
Warning
Something isn’t operating properly
Usually a threshold has been breached and this gives us enough time to respond before a failure
Trigger the Problem Management process to determine the root cause
Logged in CMS
Exception
An error condition has occurred
Performance level is currently unacceptable
Trigger the Incident Management process or create a Change Management issue
Incident Management Process
Restore normal service operation as quickly as possible while minimizing the adverse impact on business operations, thereby ensuring the agreed-upon level of service quality is maintained
Scope
Covers any event or occurrence that disrupts or may disrupt service delivery
Definition of An Incident
An unplanned interruption to an IT service, a reduction in the quality of an IT service, or failure of a CI that may impact an IT service
Identification
Occurs when a trigger happens
Logging
Service desk logs all incidents
Categorization
Service desk determines if an incident
or just a service request
Determine Priority
Incident response occurs based on triage of events and priority
Impact
Urgency
Priority is determined by the SLA
Determines timeline to correct
Initial Diagnosis & Escalation
Tier 1 Support is all about triage
If the Service Desk can’t fix it fast,
escalate to a higher tier or a specialist
Escalation
Functional
Hierarchal
Resolution and Restoration
Complete investigation and appropriate
incident correction occurs
Incident solution is reported back to the Service Desk and the user
Closure
Just because a technician says it is
fixed does not mean you close incident
Check with the end user that it is fixed
Close the ticket and detail what was
wrong and how it was fixed
Major Incidents
An incident might be labeled as a Major
Incident during prioritization Based on predefined criteria
If this occurs then it is reported up to Service Desk Management and the IT Director
Most organizations have a “major incident” team to attack these issues
Have pre-planned responses for major
likely events
Remember that the Service Desk still
owns the incident
Models for Incident Handling
Set of predefined steps for handling a
particular type of incident
Generic and Specific Models can exist
Generic Models
Most service desks use a generic model for handling the initial logging and categorization of an incident
Specific Models
Once the incident is categorized, the help desk analyst can move to a specific model for common diagnostic issues
Incident Matching
Help Desk Analysts should attempt to match incidents to the known existing incidents or recent incidents
Problem Management
Problem Management focuses on the long-term solution and fixing the root cause
Incident Management often focuses on firefighting and correcting issues as quickly as possible
Scope
Implements solutions through Change Management and the Release & Deployment processes
Concepts
Problem
Workaround
Known error
Known error database (KEDB)
Problem Management Process
Incident Matching
By matching symptoms to existing incidents and known errors, the Incident Management process is aided by the Problem Management process
Matching an incident to a known error helps the service desk’s efficiency
Initiating the Process
Often, organizations rely on the Service Desk supervisors and managers to determine when an incident meets the threshold to begin the Process Management process
Problem Models
Problem Models provide predefined steps to use when conducting the investigation of a given problem
Major Problems
Just like Incident Management defines Major Incident, we need to define Major Problems
Request Fulfillment Process
To manage the lifecycle for all service
requests from users
Types of Requests
• New account creation
• New hardware
• New software
• Resetting their password
• Move a workstation to a new office
Functions
Increase user satisfaction
Provide access to a standard service
set
Provide information, help, and guidance for user issues and requests
Handle complaints, comments, and compliments
Key Takeaways
Request fulfillment is handling requests
All requests should be recorded
Requests can trigger other processes
Some requests are impossible to fulfill
Access Management
To provide the access rights to allow users to utilize a given service or group of services
Access Management executes the IT Security Management policy set forth by the organization
Functions
Operate per the IT Security Management policy
Grant, Change, and Remove access rights as approved and/or directed
Ensure changes occur per the process
Oversee access to services in conjunction with Event Management
Process Initiation (Triggers)
Service request
Change Management process
Release & Deployment Management process
Organizational Access Management
Some organizations do not treat access management as a separate process
Access management may be part of
• Request Fulfillment
• Change Management
• Release & Deployment
The Service Desk
Crucial component to IT Service
Management
What most people think of with ITIL
Personnel are generalists with
expertise over a variety of services
provide a single, central point of contact for all users of IT services
Effective Service Desks Provide
• Improved customer satisfaction
• Consistency in support to users
• Speedy service restoration for failures
• Quality and speed for fixing incidents
• Effective teamwork by delegating tasks to specialists
• Better management and control of the infrastructure through use of CMS
• Proactive approach to service improvement and service provisioning
• Capture of metrics and relevant data
Service Desk Functions
• Log & categorize incidents
• Log & categorize service requests
• Prioritizing incidents
• Diagnose and correct Tier 1 incidents
• Restore services (if possible)
• Escalate incidents and service requests by function or hierarchy per organizational directives
• Communicate status with users
• Current incidents and problems
• Future rollout of services
• Close incidents and service requests
• Maintain currency of the CMS data
• Communication between user community and service provider
• Follow-up with users to determine their satisfaction level (surveys, calls, …)
Service Desk Personnel
Entry-level but a vitally important role
Preferred Qualities of a
Service Desk Analyst
Knowledge and Awareness of the
business’ role to the user/customer
Technical acumen and skill
Communication and interpersonal skills
Methodical approach to fixing problems
Ownership and responsibility
Structure of the Service Desk
Local Service Desk
Centralized Service Desk
Virtual Service Desk
Follow-the-Sun
Specialist Service Desks
IT Operations Management
To provide a stable platform on which services can be deliver to meet the agreed-upon business needs
To perform the day-to-day running of the IT infrastructure
Consists of
• IT Operations Control
• Facilities Management
Monitors the infrastructure for optimal
performance minute-by-minute
Carries out the administrative and
functional tasks to keep services up
IT Operations Control:
Activities
Monitoring the infrastructure performance and event management process
Scheduling jobs, roll-outs, and upgrades
Performing backups and restorations
Managing production of reports and
metrics
Performing maintenance activities on the infrastructure
Facilities Management
Concerned with the physical environment of the infrastructure
Close relationship with IT Operations Control is necessary for success
Concerned only with IT facilities, not
the kitchens, bathrooms, etc
Technical Management
To provide technical resources to various phases, including Service Operations, Service Transition, Service Design, and Continual Service Improvement
Roles
• Custodian of technical knowledge and skills in the organization
• Source of technical resources needed to support the entire ITIL lifecycle
• Helps to plan, implement, and maintain a stable technical infrastructure
What is Technical Infrastructure?
• Networks
• Servers
• Mainframes
• Operating systems
• Desktop
• Middleware
• Databases
• Other components that makeup the topology or platform that runs services
Functions
Produce a well-designed, resilient, flexible, and cost-effective platform to run services
• Provide guidance to IT Operations Management to maintain operations
• Keep technical infrastructure in the best operating condition
• Provide additional support during investigation, diagnosis, and resolution during incidents and problem management
Applications Management
To provide application resources to various phases, including Service Operations, Service Transition, Service Design, and Continual Service Improvement
To help identify software requirements and their sourcing (internal/external)
Roles
Custodian of technical knowledge and skills relating to the management of applications in the organization
Source of actual application resources needed to support the entire ITIL lifecycle
Helps to determine if an application should be developed in-house or outsourced
Fuctions
Design cost-effective and resilient applications
Ensure applications deliver the required functionality (utility)
Provide applications-related technical skills to keep applications in the best condition
Provide additional support during investigation, diagnosis, and resolution during incidents and problem management
App Management vs Development
Application Development
Application Management
