Wl Welcome. Service Operation Where Value is Realized

Transcription

1 Wl Welcome Service Operation Where Value is Realized ITSM Academy, Service Operation 10/2009

2 About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL Foundation (V3/V2) Washington, DC - Public ITIL V3 Foundation Bridge and Corporate on-site Classes Managers Bridge Virtual Classes ITIL V3 Lifecycle, Capability and Courseware Licensing MALC Alumni Program Certified Process Design Engineer PMI Global Registered Education (CPDE) Provider ITIL V2 Practitioner, Service Manager Federal Government (GSA) Microsoft Operations Framework Contractor (MOF) Foundation Certified Woman-Owned ISO/IEC Foundation Tens of thousands of learners Practical, Value-Add Workshops trained since 2003 ITSM Academy, Service Operation 10/ Welcome!

3 Agenda Service Operation Purpose Scope Where to begin Role of Service Operation processes Common activities You are here Crown copyright Reproduced under license from OGC. ITSM Academy, Service Operation 10/2009 3

4 Service Operation (SO) Purpose and Scope Coordinate and carry out the activities and processes required to deliver and manage services at agreed levels Monitor performance, analyze metrics and gather the data needed to improve services Scope includes Services Technology Service management processes People ITSM Academy, Service Operation 10/2009 4

5 Where to Begin? Service Design Service Design, Service Transition and Service Operation are progressive lifecycle phases that represent change and transformation Five aspects of design are considered d Services Service management systems and tools Technology architectures Service management processes Measurement systems and metrics Crown copyright Reproduced under license from OGC. Desired business outcomes and planned results are defined in Service Design so that what is delivered meets customer and user expectations. ITSM Academy, Service Operation 10/2009 5

6 Service Operation Functions and Processes Functions Service Desk Technical Management Application Management IT Operations Management Processes Event Management Incident Management Request Fulfillment Problem Management Access Management ITSM Academy, Service Operation 10/2009 6

7 Service Operation Functions Service Operation Functions Service Desk Technical IT Operations Application Management Management Management IT Operations Control Facilities Management Crown copyright Reproduced under license from OGC. Well-defined processes improve productivity within and across functions. ITSM Academy, Service Operation 10/2009 7

8 Event Management Event Management is responsible for managing events. An event is a detectable occurrence affecting IT infrastructure management and service delivery Deviations can be detected by good monitoring and control systems such as Active monitoring tools Passive monitoring tools ITSM Academy, Service Operation 10/2009 8

9 Incident Management Incident Management is responsible for restoring normal service 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 business as defined and agreed in Service Level Agreements. ITSM Academy, Service Operation 10/2009 9

10 Access Management Access Management is responsible for allowing users to make use of IT services, data or other assets. Provides the right for users to access a service or group of services Executes policies and actions defined in Security and Availability Management ITSM Academy, Service Operation 10/

11 Request Fulfillment Request fulfillment is responsible for dealing with service requests from users. Provide a channel to request and receive standard, pre- approved services Provide users and customers information about the availability of services and how to obtain them Source and deliver components of standard services Assist with general information, complaints or comments A service request is a request for a proven, repeatable, preapproved pp and proceduralized service. ITSM Academy, Service Operation 10/

12 Problem Management Problem Management is responsible for managing the lifecycle of all problems. Objectives Minimize the impact of incidents Eliminate recurring incidents Prevent problems and resulting incidents Problem: The cause of one or more incidents Known Error: A problem with a known cause and a workaround Problem Management diagnoses the root cause of incidents and identifies a permanent resolution. ITSM Academy, Service Operation 10/

13 Monitor Control Loop A model that measures a single activity and its output using a predefined norm. Norm Used to manage the performance and effectiveness of a Process Procedure Device Series of devices Input Control Activity Compare Monitor Output ITSM Academy, Service Operation 10/

14 ITSM Monitor Control Loop Business Executives and Business Unit Managers Service Strategy Continual Service Improvement IT Management and Vendor Account Management Portfolios, Standards and Policies Control Norm Compare Service Design Technical Architectures and Performance Standards Control Norm Compare Service Transition Control Norm Compare Users s Monitor Monitor Monitor Input Activity Output Input Activity Output Input Activity Output Internal and External Technical Staff and Experts ITSM Academy, Service Operation 10/ Crown copyright Reproduced under license from OGC.

15 Service Operation Value Service Operation executes and measures the efficiency and effectiveness of plans, designs and optimizations from other service lifecycle stages Internal IT View Maintain Status Quo External Business View Adapt to Changing Requirements From a customer viewpoint, Service Operation is where value is realized. ITSM Academy, Service Operation 10/

16 Want to Learn More? In the Catalog ITIL Foundation / Bridge ITIL Capability / Lifecycle ITIL Service Manager Bridge ITIL Managing Across the Lifecycle (MALC) Certified Process Design Engineer (CPDE) ISO/IEC (ISO 20K) Foundation MOF 4.0 Foundation ITIL Library, itsmf Pocket Guides, etc. Coming Soon ITSM Academy, Service Operation 10/ ISO 20K Professional Level Modules

17 ITIL Bridging Scheme 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. ITSM Academy, Service Operation 10/

18 ITIL Certification Scheme Advanced ITIL Expert 5 points Managing Across the Lifecycle 3 points each 4 points each CSI Service Offerings and Agreement (SOA) SD SS ST SO Release, Control and Validation (RCV) Planning, Protection otecto and doptimization ato (PPO) Operational Support and Analysis (OSA) Lifecycle Stream 2 points V3 Foundation ITSM Academy, Service Operation 10/ Capability Stream ITSM Academy 2008

19 ITSM Academy Affiliates ITSM Academy, Service Operation 10/