ITIL (Service operation)

Manashay raju ( 7 Plus Yrs Experience in I.T support/service)

Topics 1.About ITIL2.Definition of Service management, Service and Value 3.Service Life cycle4. Service operation 5. Service operation: Agenda6. Incident Management & Process7. Problem Management & Process8. Incident Management versus Problem Management9. Request Fulfillment & Process10.Event Management & Process11. Access Management & Process12.Service Desk13. Technical Management14.Application Management15.Operations Management16. Service operation Principles17.Summary

ITIL ITIL-Information Technology Infrastructure

Library. ITIL is a public framework that describes best

practices in the IT service management. The concept emerged in 80’s by the British

government OGC (office of government commerce).

In 2007 version 3 is published. 5 Life cycles phases with 26 processes and 4

functions.

SERVICE MANAGEMENT, SERVICE AND VALUE Service management:- A set of specialized organizational

capabilities for providing value to customers in the form of services.

Service:-A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks.

Value:- Value is the core of the service concept. Value= Utility + Warranty Utility= Fit for purpose Warranty= Fit for Use

SERVICE LIFE CYCLE

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

SERVICE OPERATION The Service Operation lifecycle phase is primarily focused on the

management of IT Services that ensures effectiveness and efficiency in delivery and support .

It is subjected to Continual Service Improvement and ultimately the delivery of service excellence

Purpose :- To measure , manage, control and feedback improvements in day to day operations

To manage the Technology and toolsets that are used to deliver and support services

To coordinate the key activities and processes to required to provide and manage services at agreed levels to the business ,users and costumers.

To monitor performance and gather data to inputs into continual service improvement area

SERVICE OPERATION: PRINCIPLES

The internal IT View versus the external business view . Ongoing stability versus responsiveness. Quality Improvement versus cost to deliver the services Reactive working versus proactive working The themes of Reactivity, Proactivity and control are all importantService operation Balances

A B

External

Quality

Stability

Proactive

Internal

Cost

Responsiveness

Reactive

SERVICE OPERATION: AGENDAKey Principles of OperationOperational activities

Processes Incident Management Problem Management Request Fulfillment Event Management Access Management

Functions Service Desk Technical Management Application Management Operations Management

INCIDENT MANAGEMENT Deals with Unplanned interruptions to IT services or Reduction in their quality . Failure of a configuration item that has not impacted a services is also an

incident (E.g. Disk in RAID failure) Reported by : -Users -Technical Staff -Monitoring Tools An Incident is something that is broken that need to fixed. Less number of Incidents is equal to Good Quality of service.

Examples: 1. User is not able to connect to the mail server. 2.Not Able to Login to the system. 3.Not able to login to the Citrix. 4.Hardware Problem 5.Not able to access the internet. 6.Voip is not working.

INCIDENT MANAGEMENT PROCESS

Identification

Logging

Categorization & Prioritization

Escalation

Closure

PROBLEM MANAGEMENT Aims to prevent problems and resulting incidents. Minimizes and Eliminates recurring incidents. Identifies the root cause of incidents and determining resolutions. It helps to resolve any problem that are caused by faults during the Release

and Deployment process. Fixing it so it cannot be happen. It enables the organization to provide better Quality of services to its

customers. Proactive Problem Management Versus Reactive Problem Management

Proactive Problem Management

Reactive Problem Management

Identifies areas of potential Weakness. Identifies the root cause of incidents .

Identifies workarounds. Identifies the change to prevent recurrence.

Speed ups the problem investigations Takes more time for problem investigations

Example: A software is updated to protect from vulnerabilities before it get infected.

Example: A software is updated to fix the vulnerabilities.

PROBLEM MANAGEMENT PROCESS

Identification logging

Categorization

& Prioritization

Investigation & Diagnosi

s

Workarounds

Raising Known error if require

d

Resolution

Major proble

m review

Closure

High 1 2 3Medium 2 3 4Low 3 4 5

ImpactUrgency

Priority system

Incident Management

Problem Management

An incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service.

A problem is an actual cause of incidents.

Goal is to restore normal service operation as quick as possible and minimize the impact on business operations .

Goal is to resolve the root cause of incidents and minimize the impact of incidents.

Users are not able to access to their e-mail is an example of an incident. Incident Management focus on restoring services to the normal state as possible.

A faulty email server is an example of a problem. This could cause one or more incidents in which users lose access to e-mail services.Problem management focus on finding ways to avoid incidents from occurring.

INCIDENT MANAGEMENT VERSUS PROBLEM MANAGEMENT

REQUEST FULFILLMENT Request Fulfillment is dealing with the requests which are raised from the end

users The handling of service request that can and should be planned. Requests are not incidents in that incidents are not generally planned where the

requests can and should be plan for.

Examples: 1.Request for the Desktop allocation. 2.Request for the Password change. 3.Request for Software installation. 4.Request for Internet access.

Request Fulfillment Process

EVENT MANAGEMENT Event is that Any change in state that has significance for the management of

a configuration item or service. Effective Service Operation is dependent upon knowing the status of the

infrastructure and detecting any deviation from Expected or normal Operations.

Types of Events:

• User logged into an application.

• An email has reached its intended recipient

• Backup occurred successfully

Warning Events(WARN)

It requires a close monitoring

• Server CPU is exceeded maximum utilization.

• No Backup initiated within last 48 hours

Exceptional Events(ERROR)

Requires action

• Server is down• A pc scan reveals

unauthorized software is installed

• Back up is failed

Examples:-

Examples:- Examples:-

EVENT MANAGEMENT PROCESS

ACCESS MANAGEMENT Access management is the effective execution of the policies in information security management. Enables confidentiality ,integrity, and access to an organizations data and intellectual property Examples:- 1.Admin Access for the machine 2.Permisiion to the share folder 3.Acess to the documents

Access Management Process

SERVICE DESK A Service desk is a functional unit with staff involved in different service events. These

service events come in by phone ,internet or Ticketing tool and events which are reported automatically.

Single point of contact Advocate for the customers interests Improve quality of costumers interactions with IT Enhance focus on restoration of services

Types of service deskLocal service desk It is located physically close to the users it is

supporting

Centralized service desk The number of service desks can be reduced by installing them at one single location.

Virtual service desk Appears to be centralized service desk to the user but through the use of technology personal may be spread in any number of locations.

TECHNICAL MANAGEMENT

Technical Management is the function responsible for providing technical skills to manage support IT and the infrastructure

Activities:

1.Identify requirements

2.Define architecture standards

3.Participate in design and build

4.Assist with service management processes

5.Assist with managing contracts and vendors

APPLICATION MANAGEMENT Application Management is the function responsible for managing applications throughout their lifecycle.

Managing applications throughout their lifecycle.

Support and maintain through design, testing and product enhancement.

Identify functional software requirement

Assist with built vs. Buy decisions

Assist with design and deployment

Ongoing support and improvement

Skill identification for support

Activities:

OPERATIONS MANAGEMENT The function within an IT service provider which performs the daily activities

needed to manage IT services and the supporting IT Infrastructure

Includes IT operation control and Facilities Management

It maintains and monitor the infrastructure and applications that underpin the services and react in a timely fashion to events ,incidents and problems identified

Maintain stability of organizations processes and activities.

Regular evaluation and improvements aimed at improved service and reduced costs

Continually adapts to business requirements and demands

SUMMARY From a customer viewpoint, Service Operation is where the

value is seen

Effective operations will increase returns of investment

It enables the business and customers to add value from the service they are receiving by reducing downtime

Enable users to improve their productivity or the quality of business services and product by providing quick and effective access to standard services