ITIL: Operational Support & Analysis

Course 02 – Introduction to Operational

Support & Analysis

Slide 1

Introduction to Operational Support & Analysis

Topics Covered

Learning Objectives

Terms-to-know

Service Operation

Principles of OSA

Summary

Checkpoint

Course

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Slide 2

Service Operation

Topics DiscussedService Operation & the Service Lifecycle

Managing Across the Lifecycle

Purpose, Goals & Objectives

Scope

Value

Topic

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Slide 3

SO & the Service Lifecycle

• Service Strategy

– Design, Development & Implementation

• Service Design

– Design & Development

• Service Transition

– Development & Improvement

• Service Operation (SO)

– Delivery & Support

• Continual Service Improvement

– Create & Maintain Value

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Slide 4

Managing Across the Lifecycle

Improve

Strategy Design

Operation Transition• Event Management• Incident Management• Request Fulfillment• Problem Management• Access Management• Service Desk• Technical Management• Operations Management• Application Management

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Slide 5

Purpose, Goals & Objectives of Service Operation

• Purpose

– Coordinate, support & manage services to agreed levels

• Goals

– Meet agreed service levels

• Objectives

– Coordinate processes & common activities

– Maintain confidence & customer satisfaction

– Minimize impact of outages

– Control service access

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Slide 6

Scope of Service Operation

• Provided services

– Internal & external

• Service management processes

– Service Operation & other lifecycle processes

• Technology

– Managing technology that manages technology

• People

– Consumers of services

– Providers of services

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Slide 7

Value of Service Operation

• Service Operation

– Upside – “visible” value to the customer

– Downside – funding, funding, funding & funding

• All lifecycle processes come together

– Service Strategy – models service value

– Service Design – designs, predicts & validates Cost of Service

– Service Transition – realizes value

– Service Improvement – optimizes service & process

Transition+ Operation

+ Improve

Operation+ ImproveImprove

Design+ Transition

+ Operation

+ Improve

Strategy+ Design

+ Transition

+ Operation

+ Improve

Value and the ITSM Lifecycle

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Slide 8

Principles of OSA

Topics DiscussedPrinciples of Service Operation

Fundamentals of Service Operation

Achieving Balance in Service Operation

Providing Service

Service Operation, Transition & Design

Operation Health

Communication

Documentation

Topic

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Slide 9

Fundamentals of Service Operation

• Provide value through Service Operation

• Optimize Service Operation performance– Ongoing improvements

– Incremental improvements (long term)

• Processes– Event Management – manage event lifecycle

– Incident Management – restore services

– Problem Management – root cause analysis

– Request Fulfillment – manage fulfillment lifecycle

– Access Management – grant authorized users access to services

• Functions– Service Desk – single point of contact

– Technical Management – technical skills

– Application Management – manage application lifecycle

– IT Operations Management – executes daily operational activities

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Slide 10

The Principle of Service Operation

• Organizing Service Operation

• Balancing In Service Operation

– Internal vs. External view

– Stability vs. Responsiveness

– Quality vs. Cost

– Reactive vs. Proactive

• Service provision – A “culture of service”

• Lifecycle involvement – integral part of the lifecycle

• Assessing operational health – timely intervention

• Communications – up/down – in/out

• Documentation – key to a learning organization

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Slide 11

Achieving Balance in Service Operation

• External view– Services as experienced by users & customers

– Little or no appreciation of “technological elegance”

– Concerned with quality of service

• Internal view– Used by IT to manage the delivery of services

– Functional technological segmentation

– Functional focus is maximizing its technology

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Slide 12

Balancing Stability & Responsiveness

• Business needs change– Demand outpaces the thought process

– New projects siphon resources from existing services

– Technology “grab bag”

– Disproportionate consumption of resources

– Take care of today – don’t worry about tomorrow

• Stable & available– Technology

– Compliance

– Technology‘s gatekeeper

– As long as it works with the existing technology

– Drives toward a “steady state”

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Slide 13

Balancing QoS & CoS

• Good, fast or cheap– Pick any two

• Cheap is never the least expensive

• Over-delivering doesn’t ensure quality

• Balance is optimization– Bring quality in line with value of the service

• Note: “value” NOT “cost”

• Quality costs less early in the lifecycle– … And more later in the lifecycle

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Slide 14

Balancing Reactive & Proactive

• Reactive organization – waits for stuff to happen

– Firefighting is a way of life

– Heroes are revered

• Proactive organization – constantly looking for

improvement

– Fire prevention is a way of life

– Heroes are acknowledged

• Investigate what went wrong

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Slide 15

Providing Service

• Service culture

– Needs met

– Business thrives

• Context for the delivery & support of IT services

• Service as a profession

– Recruiting & training

– Competencies in managing

• Technology

• Customers

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Slide 16

SO & Other Lifecycle Stages

• Service Strategy– Communicate current capability & costs

– Identify high impact of chosen strategies

– Identify operational risks

• Service Design– Define IT Service objectives & performance criteria

– Link IT Service specification to performance

– Define operational performance requirements

– Map service & technology

• Service Transition– Train on new services

– Review acceptance tests

– Participate in transition planning

– Participate in transition tasks

– Provide early life support

• Continual Service Improvement– Ensure availability of operational data & validate

– Assess impact of proposed improvements

– Execute operational tasks supporting monitoring

– Identify & improvement opportunities

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Slide 17

OSA Summary

Topics Discussed

Summary

Checkpoint

Topic

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Slide 18

OSA Summary

• Balancing–Internal vs. External view–Stability vs. Responsive–Quality vs. Cost–Reactive vs. Proactive

• A “culture of service”• Integral part of the lifecycle

•

• Internal & external• Service Operation & other

lifecycle processes• Technology• Technology that manages

technology• Consumers of services• Providers of services

• Event Management• Incident Management• Request Fulfillment• Problem Management• Access Management• Functions – Service Desk,

Technical Management, Operations Management, Application Management

Purpose – To deliver, support & manage services.Goals – Agreed service levels met.Objectives – Coordinate processes and common activities.

Service Operation brings all lifecycle processes together; Service Strategy –service value modeled; Service Design – Cost of Service (CoS) designed, predicted & validated; Service Transition – realized value; and Service Improvement – service & process optimization. Service Operation provides “visible” value to the customer, at the cost of ongoing funding requirements.

Principles Scope Processes

Value

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Slide 19

Checkpoint

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Review Questions:

1. Which of the following are characteristics of a service?

1. Enhances the performance of tasks

2. Ensures the lowest cost of delivery

3. Facilitates desired outcomes

4. Reduces the effects of constraints

A. 1, 2, 3 & 4

B. 1, 3 & 4

C. 2 & 3

D. 1, 2 & 3

2. Which of the following statements is TRUE?

1. A function only has responsibility for a single process

2. Activities of a process can only be performed by the process owner's function

A. 1 and 2

B. Only 2

C. Neither

D. Only 1

3. What is the correct order in which to implement the IT Service Lifecycle?

A. Service Strategy, Design, Transition, Operation & Continual Service

Improvement

B. Continual Service Improvement, Operation, Transition, Design & Strategy

C. Service Support, then Service Delivery

D. Implementation should be based on organizational capability and need

4. A partial list of the Service Operation processes would include:

1. Access, Event & Problem Management

2. Access, Incident & Service Desk Management

3. Incident, IT Operations, Request Fulfillment & Problem Management

4. Incident, Request Fulfillment & Application Management

A. 1 Only

B. 2 Only

C. 2 & 3 Only

D. 1 & 4 Only

5. Which of the following is TRUE?

1. A function is a structured set of activities designed to accomplish a specific

objective

2. A process encompasses the people and automated measures that execute a

defined process, an activity or a combination of processes or activities

3. A role is a set of connected behaviors or actions performed by a person, team

or group in a specific context

A. 1 Only

B. 2 Only

C. 3 Only

D. 1, 2 & 3

6. Which of the following best describes how Operational Health can be

determined?

A. Can be determined by the continuous monitoring of every component of

every IT Service

B. Can be determined by giving full attention to all IT Services irrespective of

monitoring results

C. Can be determined by checking only the components of an IT Service

D. Can be determined by checking a few important vital signs on devices and

services

7. Good communication inside and outside of IT is based on which of the following

principles?

1. Must have an intended audience

2. Must have an intended purpose

3. The intended audience has determined the need for the communication

A. 1 & 2 Only

B. 1, 2 & 3

C. 2 & 3 Only

D. 1 Only

8. Which of the following would be examples of an IT organization that is too

reactive in its behavior?

1. Similar Incidents seem to occur again and again

2. Services must be adjusted to work within existing parameters

3. Responds to incidents only after they are reported

4. Recovery options are over-planned and cost too much

A. 1 Only

B. 1 & 2 Only

C. 1 & 3 Only

D. 1 & 4 Only

9. Service Operation provides value to the business by:

A. Ensuring IT Services are quickly restored

B. Executing IT Service plans, designs and optimization and measuring the

results

C. Providing business user access to all IT Services

D. Providing IT Services free of cost and risk to the business customer

10. The examples below are indicative of an extreme focus on what?

1. Escalating budgets

2. IT Services generally deliver more than is necessary for the business

3. Escalating demands for higher-quality services

A. Quality

B. Reactive

C. Stability

D. Cost

Answer Key:

1. B

1, 3 & 4

2. C

Neither; a function may participate in multiple processes and processes may

span multiple functional groups.

3. D

Implementation should be based on organizational capability and need.

4. A

1 Only

5. C

3 Only

6. D

Operational Health can be determined by checking a few important vital signs on

devices and services.

7. B

1, 2 & 3

8. C

1 & 3 Only

9. B

Executing IT Service plans, designs and optimization and measuring the results.

10. A

All three examples are indicative of an extreme focus on quality.