Service Design Process
Service Catalog MgtService Level MgtAvailability MgtCapacity MgtIT Service Continuity MgtInformation Security MgtSupplier Mgt
Service Design - 5 Aspects
Service SolutionsService Management, Systems & ToolsTech & Mgt, Arch & ToolsProcessMeasurement systems, methods & metrics
Service Design Key Concepts
Service Design PkgDelivery ModelsSLAOLAUnderpinning Contract
Definition of Service
Create ValueReduce Costs / Increase productivityFacilitate Outcomes
Definition of Service Management
Capabilities which include:Process FunctionRole
What is a Process
Set of Activities designed to accomplish an ObjectiveTakes defined inputs => OutputsIncludes roles, responsibilites, tools & mgt controls
What are the 4 characteristics of a process
MDRRMeasureableDelivers specific ResultResults to Customer and StakeholdersResponds to specific events
Definition of Functions
Units of Organization specialized to perform certain types of work and responsible for specific OutcomesProvides the resources and tools neededSTIA - stop taking it Asshol Service Desk, Tech Mgt, Incident Mgt and Application Mgt
Definition of a Role
A set of responsibilities, activities and authorities granted to a person or team.Defines responsibilitiy & authorities
Service Operations Purpose
Day to Day activities Ongong mgt of Techology to deliver servicesDev & Mgt SLAsWhere value is deliveredExecute & measure all plans and designsMonitor performance / assess metrics
Services Operations Functions
Service DeskTechnical MgtIT Operations MgtApplication MgtSTIAOperations(s) - team/peopleOperation - lifecycle 5 process/4 functions
Service Operations - Process
Event MgtIncident MgtRequest FulfillmentProblem MgtAccess MgtEIRPA - Ed is really pissed again
Service Operations - Event Mgt Objectives
DetectMake SenseDetermine Appropiate control ActivitiesBasis for operational monitoring and control
Service Operation - Definition of Event
Event - a change of state that has Significance for the management of a CI or IT service
Services Operations Definition of Event Mgt
Process for managing events throughout their lifecycle
Service Operations - Alerts
Warning threshold reached, change or failure
Services Operation - 3 event types
Exception - Incident, Problem, ChangeWarning - Alert, Auto response...Human touchInfo - Log
Services Operation - Definition of Incident
Unplanned interruption or reduction in IT servicesAny event which could affect and IT service in the furture
Service Operations Incident Mgt - Timescales
Based on resolution targets, SLAs and underpinning contracts
Service Operations Incident Mgt - Models
Steps taken to handle incidentsChronological orderResponsbilities - who does what
Service Operation Incident management - Major Incidents
Seperate procedure shorter timescale & greater urgency
Service Operations - Incident Management Activities
IdentificationloggingcategorizationprioritizationInitial DiagsEscalationInvestigation & DiagsResolution and RecordClosureOwnership stays with the Service Desk
Services Operation - Incident Management impact, Urgency and Priority
Impact - measure effect of incidentUrgency - measure how long it will be until significent impactPriority - catagory used to identify importance
Service Operations - Incident mgt Interfaces
Problem MgtService Asset & ConfigurationChange MgtCapacity MgtAvailablity MgtService Level MgtEvent Mgt
Service Operation - Request Fulfillment Objectives
To provide a channel to request & recieve std services (predefined approval & qualifcation)Provide info to users about availability and process to obtain themSource and deliver components for std services - software licensesAssist with general info complaints or comments
Service Operation Request fulfillment Basic Concepts
Service request - a request for info or advice or a Std Change - password resetRequest Model - pre-defined process flow showing the stages needed to deal with the request - delivery of a desktop application
Service Operation - Problem Mgt Objectives
Prevent problems and resulting incidents form happeningEliminate recurring incidentsMin ithe impact of incidents that cannot be prevented
Problem Mgt Concepts - Definition of a Problem
The cause of one or more incidents
Problem Management - Problem Models
Defined set of steps to handle the problem...will vary
Problem Management - Workaround
A tempory way of overcomming the difficulty
Problem Management Know Error
Record logged in the know error db
Problem Management - Know Error DB
Storage of previous knowledge of incidents and problems
Problem Management - Reactive problem Mgt
Resolution of underlying causesCovered in Service Operation
Problem Management - Pro-Active Management
Trend Analysis of incidents to identify problemsGenerally undertaken as part of the CSI
Difference between Incident, Problem and Know Error
Incident - loss or reduction of servicesProblem - cause of 1 or more incidentsKnow Error - has a workaround associated with errors
Problem Management - Reactive process
DetectionLoggingCategorizationPrioritizationInvestigation & DiagsWorkarounds - prob mgt ownsRaising know Error recordResolutionClosureMajor Problem Review
Problem Management - Interfaces
Incident MgtChange MgtService asset & configurationRelease and DeployAvailability mgtCapacity MgtIT Services Continuity MgtService level MgtFinancial Mgt
Access Mgt Objectives
Granting authorized users rightsPrevent access by non authorized usersAccess mgt implementation and enforcement of securty policiesEnforcement only does not define policies
Access Management - Concepts
AccessIdentifyRightsService or Service GroupsDirectory Services
Service Operation - Functions - Service Desk
Primary point of contactDeals with all users, incidents, Request and changeCoordinates action across IT org
Service Desk Options
Local CentralizedVirturalFollow the SunSpecialized groups
Service Desk Objective
Logging and Categorizing incidents, service requests and soem catorgry of change1st line of investigation and diagEsclationCommunicationClosing incident and service requestsCustomer SATUpd the CMS if agreed
Technical Management
Custodians of the technical knowlege and expertise related to management of IT infrastructureProvide actual resources to supporPerform many service mgt activitiesExecute most ITSM process
IT Operations Management Objectives
Maintain Status Quo - StabilityIdentify opportunities ot ImplInital diag and resolution of operation incidents
Application Management Objectives
Well designed resilent cost effectiveensuring availability of functionalityMaintain operational ApplicationSupport during app failure