IT Service Operation - purpose, function and processes Yavor Ganchev

What we will go through today Purpose of Service Operation Service Operation Functions Incident Management Problem Management Request Fulfilment

Purpose, value to the business and key point To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to users and customers. This generated value to the business. The importance of good communication Value to the business: Reducing unplanned labor and costs for business and IT Allow business customers to take full advantage of the value created by the service they are receiving Meeting the objectives of the organization's security policy Increasing the productivity of the business staff or the quality of business services (automation) Increasing efficiency and allow expensive human resources to be used for more innovative work Service operation relies on: Routine operational communication Communication between shifts Performance reporting Communication related to changes, projects, exceptions and emergencies Communication with customers and users So it is good to have communication policies within the organization

Functions Service Desk Technical Management Application Management IT Operations Management SD Objectives: Log all incidents and service requests and allocate category and priority codes Provide first line support and resolution when possible Escalate incidents and service requests when required Close all resolved incidents and service requests Notify users of impending changes, planned outages and progress on incidents and service requests Carry out customer satisfaction survey as required Entry level, but complex as well, as it requires ITSM knowledge, solution knowledge, technical knowledge and communication skills.

Incident Management Purpose – to restore normal service operation as quickly as possible and minimize the impact on the business, ensuring SLAs are met. Incident – unplanned interruption of an IT service or reduction of its quality. Failure of a CI, that has not impacted a service yet. Logging incidents – through SD, Event Management, Technical Staff. Incident model – who should do what at what stage of the process and for what time period. Main objective is: * Provide standard methods and procedures for responding, analyzing, documenting, ongoing management and reporting of incidents.

Problem Management Purpose: manage the lifecycle of all problems from identification through further investigation, documentation and eventual removal. A problem is the underlying cause of one or more incidents. Objective: Eliminate reoccurring incidents. Related to Incident Management and Change Management. Workaround Known Error Proactive and Reactive Problem Management.

Request Fulfilment Service Request Provide channel for Service Requests and the model and resources to fulfill it. Generic term for many type of request or demands made by users. Should be separated by the incidents. May be linked to standard change request types. Normally handled by the Service desk. In ATOS – MAC.

Access Management Gives access to users to services, executing security policies (defined in service design).

Event Management An event is defined as any change of state that has significance for the management of a Configuration Item or a Service Also include alerts or notifications created by CI or service. Well constructed CMS with the CI and appropriate actions on each event can help making event management easy.