ITIL - Chapter 7 Service Operations

7.2 Service Operations Scope

1) All aspects of the service end to end, 2) service management processes that support the services, 3) org functions required to deliver and support services, 4) tech and infra needed to deliver the services, 4) people who manage the tech, processes, and services.

7.5.1.1 Event Management Objectives

1) Detect all change sf state that have significance for the management of a CI or IT Service, 2) determine control action and communicate to appropriate function, 3) provide the trigger or entry point for many operations processes and operations management activities, 4) provide means to compare actual operating performance to SLA, 5) provide basis for service assurance and reporting, and service improvements.

7.5.3.1 - Request Fulfillment Objectives

1) Efficient and through handling of service requests, 2) Provide a channel for customer to request and receive standard services, 3) Provide service and availability information to customers, 4) Source and provide the components of requested standard services, 5) Assist with general information complaints and comments.

7.5.2.1 Incident Management Objectives

1) Ensure standard methods for incident mgt, 2) increase visibility and communication to business and IT, 3) align incident mgt activities and priorities to business, 4) maintain user satisfaction with the quality of IT services.

7.2 Five processes in Service Operations

1) Event management, 2) Incident Management, 3) Request fulfilment, 4) Problem management, 5) Access management

7.6.1.3 Service Desk org structures

1) Local service desk, 2) centralized service desk, 3) virtual service desk, 4) follow the sun

7.6.1.2 Service Desk objectives

1) Logging all incident and service request details, 2) first line diag, 3) resolving incident and request first line, 4) escalating incident and requests can't resolve, 5) keeping user informed, 6) closing all resolved incidents, requests, and other calls, 7) surveys, 8) end user communications, 8) updating the CMS if so agreed.

7.1 Service operations Objectives

1) Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services, 2) minimize the impact of service outages on day-to-day business activates, 3) ensure that access to agreed IT services is only provided to those authorized

7.5.5.1 Access management objectives

1) Manage access per IT information security policy, 2) efficiently provide and revoke rights, 3) oversee and ensure rights provide not improperly used.

7.5.4.1 Problem Management Objectives

1) Prevent problems and resulting incidents from happening, 2) eliminate recurring incidents, 3) minimize the impact of incidents that can't be prevented

7.5.4.4 Key activities in problem management process

1) Problem detection, 2) problem logging, 3) problem categorization, 4) problem prioritization, 5) problem investigation and diagnosis, 6) workarounds, 7) raising a known error record, 8) problem resolution via change control, 9) problem closure, 10) major problem review

7.5.4.4 The two major processes of Problem Management are...

1) Reactive problem management - solving problem related to one of more incidents 2) proactive problem management - is concerned with identifying and solving problems and known errors before related incidents can occur again.

7.3 Adopting and implementing consistent service operations will...

1) Reduce unplanned labor costs, 2) reduce duration and frequency of service outages, 3) provide operations results data for CSI, 4) meet security policy for access, provide quick and effective end user services for end user productivity, 5) provide basis for automated operations.

7.6 Four key Service Operations Functions

1) Service Desk, 2) Technical management, 3) IT operations management, 4) Applications Management

7.5.4.5 Problem Management Interfaces

1) Service level management, 2) availability management, 3) capacity management, 4) IT Service continuity, 5) service asset and configuration management, 6) change management, 7) release and deployment management, 8) knowledge management, 9) incident management, 10) the seven-step improvement process

7.5.2.3 Priority

A category used to identify the relative importance of an incident, problem or change. Priority is based on impact and urgency, and is used to identify required times for actions to be taken. For example, the service level agreement may state that Priority 2 incidents must be resolved within 12 hours.

7.5.1.3 Event

A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.

7.5.3.3 Service request

A formal request from a user for something to be provided - for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.

7.5.1.3 Alert

A notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process.

7.5.5.3 Identity

A unique name that is used to identify a user, person or role. The identity is used to grant rights to that user, person or role. Example identities might be the username SmithJ or the role 'change manager'

7.5.2.3 Incident Model

A way of predefining the steps that should be taken to handle a process for dealing with a particular type of incident in an agreed way. Key processes are: incident identification, incident logging, and incident categorization.

7.5.2.3 Incident

An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident - for example, failure of one disk from a mirror set.

7.5.1.2 Event Management Scope

Can be applied to any service management that needs to be controlled or which can be automated. This includes: 1) CI's, 2) environment conditions, 3) license compliance, 4) security, 5) normal activity such as server performance,

7.6.4.1 Application management function roles...

Custodian of technical knowledge and expertise related to managing applications, 2) provides actual resources to support the life cycle, 3) Provide guidance on about how to best carry out operations and management of applications, 4) Integrate application management into the service life cycle.

7.5.5.2 Access management scope

Effectively the execution of info security policies. Doesn't guarantee available - that is availability management. Can be initiated by service requests.

7.5.5.3 Rights

Entitlements, or permissions, granted to a user or role - for example, the right to modify particular data, or to authorize a change. Also called privileges.

7.6.3.1 IT Operations Management includes these activities...

IT operations management includes IT operations control - console management, job scheduling, backup/restore, print and output management, maintenance activities and facilities management - data center, power and cooling.

7.5.4.3 Incidents vs Problems

Incident is unplanned interruption or reduction in quality and focuses on restoring services to normal state. Problem management focuses on way of preventing incidents in the first place. incidents do not become problems.

7.5.2.2 Incident Management Scope

Incident management includes any event which disrupts, or could disrupt, a service. Not all events are incidents as many do not disrupt the service. Come via event tools or service desk or other IT staff.

7.5.4.2 Problem Management Scope

Includes all activities required to diagnose the root cause of incidents and determine the resolution of those problems. Responsible that resolution implemented via change and release and deployment management.

7.5.2.5 Incident management interfaces with

Interfaces with service level management, availability management, capacity management, information security management, service asset and configuration management, change management, problem management

7.5.4.3 Problem

Is a cause of one or more incidents

7.5.4.3 Known error

Is a problem that has a documented root cause and a workaround? Placed in the KEDB known error database. No set point when to enter into KEDB.

7.5.4.3 Resolution

Is an action taken to repair the root cause of an incident or problem, or to implement a workaround

7.5.4 Process 4- Problem Management

Is the process responsible for managing the lifecycle of the underlying causes of one or more incidents?

7.5.3.1 Request Fulfillment Purpose

Manage the life cycle of service request from the users.

7.6.2.2 Technical Management Function Objectives...

Objectives are: 1) well designed and highly resilient cost effective technical topology, 2) use of adequate technical skills, 3) swift use of technical skills to resolve technical failures.

7.6.3.2 IT Operations Management Function Objectives...

Objectives are: achieve stability of an org's day to day processes and activities, implement improvements biter service at reduced cost, swift use of operational skills to diagnose and resolve IT operations failures.

7.5.5 Process 5 - Access management

Process responsible for allowing users to make use of IT services, data or other assets. Implements the policies of information security management.

7.5.1 Process 1 - Event Management

Process responsible for managing events throughout their lifecycle. Purpose of event management is to manage events throughout the lifecycle, make sense of them and determine the appropriate control action.

7.5.2.3 Workaround

Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available - for example, by restarting a failed configuration item. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record

7.5.5.3 Access

Refers to the level and extent of a service's functionality or data that a user is entitled to user

7.5.3 Process 3 - Request Fulfillment

Responsible for life cycle of service requests

7.5.3.2 Request Fulfillment Scope

Scope is variable based on how the organization wants to handle the process. Each organization must determine how this process will work.

7.6.4 Function 4 - Applications Management

The function responsible for managing applications throughout their lifecycle. Note, more broad that application development which focuses on one time requirements, design and build of applications.

7.6.2 Function 2 - Technical Management role objective

The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes, and procedures required.

7.6.3 Function 3 - IT operations management

The function within an IT service provider that performs the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations management includes IT operations control - console management, job scheduling, backup/restore, print and output management, maintenance activities and facilities management - data center, power and cooling.

7.5.2.3 Major incident

The highest category of impact for an incident. A major incident results in significant disruption to the business.

7.6.4.2 Application Management function objectives

The objective of the AP are to support the orgs business processes by identifying functional and manageability requirements for application software and then assist in the design and deployment of those applications, provide ongoing support and improvement to the applications.

7.5.2 Process 2 - Incident Management

The purpose of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Get CI's to their agreed SLA.

7.6.1 Function 1 - Service Desk

The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. Execute incident management process and request fulfillment process.

7.6.1.1 Service Desk Role

is a functional unit of staff members dedicated to dealing with a variety of activities unusually made via telephone calls or via the web or automated reported structures.

7.5.5.1 Access Management process Purpose

to provide the right for users to the able to use a service or group of services.