ITIL: Service Operation
Course 02 – IT Service Lifecycle Service Operation
Slide 1
IT Service LifecycleService Operation
Topics Covered
Learning Objectives
Terms-to-know
Introduction to Service Operation
Principles of Service Operation
Summary
Checkpoint
Course
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Slide 2
Introduction to Service Operation
Topics DiscussedService Operation & the Service Lifecycle
Managing Through 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 at agree levels
• Goals
– Meet agreed service levels
• Objectives
– Coordinate processes
– Coordinate common activities
– Minimize impact of outages
– Ensure access to agreed services
– Maintain
• Business confidence
• Satisfaction
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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 Service Operation
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
Operational Health
• Check for normal operation
• Determine the “vital signs”
– Support of vital business functions
– Operating envelope (normal ranges)
• Define healthy & unhealthy
• Determine in Service Design
• Test & refine in Service Transition
• Optimize in CSI
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Slide 18
SO Communication
• Communication must have
– Intended purpose
– Result in specific action
• Communication checklist
– Who needs to know about it?
– What is to be communicated?
– When do they need to know?
– Where does the communication occur?
– Why does it need to be communicated?
– How does the communication take place?
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Slide 19
SO Documentation
• Process
– Definition
• All lifecycle phases
– Maintenance
• Technical procedures
– Defined within higher processes
– Maintained under change control
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Slide 20
Service Operation Summary
Topics Discussed
Summary
Checkpoint
Topic
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Slide 21
Service Operation 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 22
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 Only
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 and 2 Only
B. 1, 2 and 3 Only
C. 2 and 3 Only
D. 1 and 3 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 and 2 Only
C. 1 and 3 Only
D. 1 and 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 costs 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.
3. D
Implementation should be based on organizational capability and need.
4. A
1 Only.
5. C
3 Only.
6. D
Can be determined by checking a few important vital signs on devices and
services.
7. B
1, 2 and 3 Only.
8. C
1 and 3 Only.
9. B
Executing IT Service plans, designs and optimization and measuring the results.
10. A
Quality.
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