Service Operation Flashcards
Service Operation
Stage in the lifecycle of an IT Service
Co-ordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business uses and customer
Service Operation
Includes Processes & Functions
Effective Delivery
Efficient delivery
Maintains user satisfaction
Stable Services
Reactive & Proactive
Where life begins
Service Operation is where the business (end-users) sees the quality and value of the service
Service Strategy, design and transition come to life
Factory of IT
Focus is on day-to-day activities, including:
Infrastructure needed
Processes to deliver the services
Support staff (functions)
Monitoring and feedback into the ITIL Lifecycle
Purpose of Service Operations
Is to co-ordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers
Processes
Implement change towards a goals
Are closed loop systems
Use feedback for reinforcement and corrective action
Process Characteristic
Respond to specific event/triggers
Specific results
Deliver to customers
Measurable
Functions
Are Organisational Units
Give Structure to organisations
Carry out one (or more) Processes
May be performed by different departments/teams
Gain Knowledge from experience
Co-ordinate with other functions (via shared processes)
Functions 1 - Process A
Functions 2 - Process B
Functions 3 - Process C
Event Management
Responsible for managing events throughout their Lifecycle
An event is any occurrence which is:
Significant for managing the IT infrastructure
Significant for delivering an IT Service
Detectable
Usually implies a change of state or deviance, which may impact on services
Typical notifications from:
Configuration Item
Monitoring Tools
End-User
Incident Management
Responsible for managing the Lifecycle of all Incidents
Its Primary objective is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations
Incidents are:
Unplanned interruptions to IT Services
Reductions in the quality of IT Services
Failures of Configuration items that have yet to affect IT Services
Problem Management
Responsible for managing the Lifecycle of all problems
Its primary objective is to prevent Problems & Incidents from happening, eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented
A problem is:
The cause of one or more incidents
Usually an unknown cause at the time of the Incident
The subject of an Investigation
Problem Management is either: reactive (part of Service Operation)
Proactive ( initiated as part of the Service Operation but driven through Continual Service Improvement
Request Fulfillment
Responsible for managing the Lifecycle of all Service Requests
Service Requests are requests from Users for:
Information or advice
Additional hardware / software
A Standard change (low risk, common
Service Requests can usually be planned (unlike Incidents)
They are usually owned, monitored, escalated and fulfilled by the Service Desk
Access Management
Responsible for providing users with the right to access IT Services, data and other assets
Access Management grants authorisation to appropriate users
Prevents access to unauthorised
Is sometimes called Rights or Identify Management
Execute of information security policies; To ensure the: confidentiality; availability; and integrity of an organisation data
Service Operation Activities
Monitoring
Control
IT Operations
Server / Mainframe System Administration
Network Management
Database Administration
Storage & Archive
Desktop / Mobile Support
Internet / Web Management
Facilities / Data Centre Management
Service Desk
The Single Point of contact between the Service Provider and the users
It consist of dedicated staff who deal with variety of service activities, reported via phone, email, web or face to face
Typically manages: Incidents, Service Requests, Communication with users
Service Desk staff execute Incident Management and Request Fulfilment to restore the “normal state” as quickly as possible
