W l

S i O i

Welcome

Service Operation Where Value is Realized

© ITSM Academy, Service Operation 10/2009

About ITSM Academy

Accredited Education Ft. Lauderdale, Dallas & Washington DC PublicITIL® Foundation (V3/V2)

ITIL® V3 Foundation Bridge and Managers Bridge

Washington, DC - PublicCorporate on-site ClassesVirtual Classes

ITIL® V3 Lifecycle, Capability and MALC

Certified Process Design Engineer (CPDE)®

Courseware LicensingAlumni ProgramPMI Global Registered Education

(CPDE)®

ITIL® V2 Practitioner, Service Manager

Microsoft Operations Framework (MOF) F d ti

ProviderFederal Government (GSA) Contractor

(MOF) Foundation

ISO/IEC 20000 Foundation

Practical, Value-Add Workshops

Certified Woman-OwnedTens of thousands of learners trained since 2003

2© ITSM Academy, Service Operation 10/2009 2

Welcome!

Agenda

Service OperationPurposeScope

Where to beginRole of Service Operation processesCommon activities

You are here

3© ITSM Academy, Service Operation 10/2009 3

© Crown copyright 2007. Reproduced under license from OGC.

Service Operation (SO)Purpose and Scope

Coordinate and carry out the d d activities and processes required to

deliver and manage services at agreed levelsMonitor performance, analyze metrics and gather the data needed t i ito improve servicesScope includes

ServicesServices

Technology

Service management processes

4© ITSM Academy, Service Operation 10/2009 4

People

Where to Begin? – Service Design

Service Design, Service Transition and Service O l f l h h Operation are progressive lifecycle phases that represent change and transformationFi t f d i id d Five aspects of design are considered

ServicesService management systems and toolsService management systems and toolsTechnology architecturesService management processesService management processesMeasurement systems and metrics

Desired b siness o tcomes and planned res lts are defined in Ser ice

© Crown copyright 2007. Reproduced under license from OGC.

5© ITSM Academy, Service Operation 10/2009 5

Desired business outcomes and planned results are defined in Service Design so that what is delivered meets customer and user expectations.

Service Operation Functions and Processes

FunctionsS i D kService DeskTechnical ManagementApplication ManagementApplication ManagementIT Operations Management

ProcessesEvent ManagementIncident ManagementR t F lfill tRequest FulfillmentProblem ManagementAccess Management

6© ITSM Academy, Service Operation 10/2009 6

g

Service Operation Functions

Service Operation FunctionsSe ce Ope a o u c o s

S i D k Technical IT Operations Application Service Desk Technical Management

IT Operations Management

IT Operations

Application Management

IT Operations Control

Facilities Facilities Management

© Crown copyright 2007. Reproduced under license from OGC.

7© ITSM Academy, Service Operation 10/2009 7

Well-defined processes improve productivity within and across functions.

Event Management

Event Management is responsible for managing events.

An event is a detectable occurrence affecting IT infrastructure management and service deliveryDeviations can be detected by good monitoring and control systems such as

Active monitoring toolsPassive monitoring tools

8© ITSM Academy, Service Operation 10/2009 8

Incident Management

Incident Management is responsible for restoring normal service operation as quickly as possible to minimizeservice 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

9© ITSM Academy, Service Operation 10/2009 9

business as defined and agreed in Service Level Agreements.

Access Management

Access Management is responsible for allowing users to make use of IT services, data or other assets.

Provides the right for users

make use of IT services, data or other assets.

to access a service or group of servicesExecutes policies and actions defined in Security

d A il bilit and Availability Management

10© ITSM Academy, Service Operation 10/2009 10

Request Fulfillment

Request fulfillment is responsible for dealing with service requests from users

Provide a channel to request and receive standard, pre-approved services

service requests from users.

approved services Provide users and customers information about the availability of services and how to obtain themSource and deliver components of standard services Assist with general information, complaints or comments

A service request is a request for a proven, repeatable, preapproved and

11© ITSM Academy, Service Operation 10/2009 11

p , p ppproceduralized service.

Problem Management

Problem Management is responsible for managing the lifecycle of all problems

Objectives ProblemProblem: The cause of

managing the lifecycle of all problems.

Minimize the impact of incidentsEliminate recurring incidents

one or more incidents

Known Error:Known Error: A problem with a known cause and

Prevent problems and resulting incidents

with a known cause and a workaround

Problem Management diagnoses the root cause of

12© ITSM Academy, Service Operation 10/2009 12

incidents and identifies a permanent resolution.

Monitor Control Loop

NormA model that measures a single activity and its output using a predefined norm

CompareUsed to manage the

and its output using a predefined norm.

CompareControlperformance and effectiveness of a

MonitorProcessProcedureDevice Series of devices

13© ITSM Academy, Service Operation 10/2009 13

Input OutputActivity

ITSM Monitor Control LoopBusiness Executives and Business Unit Managers

3322

11Service Strategy Continual Service Improvement

Man

agem

ent

Service Transition

Service DesignPortfolios, Standards and Policies

Technical Architectures

Vend

or A

ccou

nt M

Users

Technical Architectures and Performance Standards

Man

agem

ent a

nd V

s

Norm

CompareControl

Norm

CompareControl

Norm

CompareControl

IT M

Monitor MonitorMonitor

14© ITSM Academy, Service Operation 10/2009 14Internal and External Technical Staff and Experts

OutputInput Input InputActivity Activity ActivityOutput Output

© Crown copyright 2007. Reproduced under license from OGC.

Service Operation Value

Service Operation executes and measures the efficiency and effectiveness of plans designs and optimizations from and effectiveness of plans, designs and optimizations from other service lifecycle stages

Internal IT View

External Business View

Maintain Status Quo

Adapt to Changing Requirements

From a customer viewpoint,

15© ITSM Academy, Service Operation 10/2009 15

From a customer viewpoint, Service Operation is where value is realized.

Want to Learn More?

In the CatalogITIL Foundation / BridgeITIL Foundation / BridgeITIL Capability / LifecycleITIL Service Manager BridgeITIL Managing Across the Lifecycle (MALC)

Certified Process Design Engineer (CPDE)®

ISO/IEC 20000 (ISO 20K) F d tiISO/IEC 20000 (ISO 20K) FoundationMOF 4.0 FoundationITIL Library, itSMF Pocket Guides, etc.y, ,

Coming Soon

16© ITSM Academy, Service Operation 10/2009 16

Coming SoonISO 20K Professional Level Modules

ITIL® Bridging Scheme

17© ITSM Academy, Service Operation 10/2009 17

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.

ITIL® Certification Scheme

ITIL E t

Advanced

Managing Across the Lif l

5 pointsExpert

Service Offerings and Agreement (SOA)

Lifecycle

3 points each 4 points eachCSI

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)

Service Offerings and Agreement (SOA)

SSSD

ST SO

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

a g, otect o a d Opt at o ( O)

18© ITSM Academy, Service Operation 10/2009 18V3 Foundation

2 points © ITSM Academy 2008

ITSM Academy Affiliates

19© ITSM Academy, Service Operation 10/2009 19