IT Service Operation purpose function and processes Yavor

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

Functions • Service Desk • Technical Management • Application Management • IT Operations Management

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.

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.

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.