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Service Operations
ManagementWelcome to the Seminar
VIVEK PARTHAS
1 2013 Adept Technology. All rightsreserved.
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A Certified ITIL EXPERTwith 8+ years experience of working inan ITSM oriented ITIL Service Transition, Service Operations and
Continual Service Improvement.
Competency in introducing new technology that supports the
business vision.
Experience in managing IT service management process areas:Incident Management, Problem Management, Request Fulfilment,
Change Management, IT Business Continuity Management,
EscalationManagement, Service Desk operations etc.
Proven skills in ImplementingIncident Management, Problem
Management, Change Management, Service Desk for anorganization based on the best practise.
Experience in leading and consulting for implementation of best
practise, methodologies and Certificate standards like ITIL V3
2011.
2013 Adept Technology. All rightsreserved.
2
My Profile
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Proven expertise in operational service delivery management formission critical production environment.
Point of contact for all Funtional service escalations. Facilitate RCA
to ensure service quality and production stability.
Strong Communication, Presentation and Negotiation skills.
Excellent Analytical and Problem solving skills with a strong desireto own issues through to resolution.
Manage operations of Process Quality Analysis (PQA)team and Shift
Support Team (SST).
Certified trainerwith ITIL proficiency in handling batches at
varied levels at 100% pass in examination.
2013 Adept Technology. All rightsreserved.
3
My Profile
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Introduction to Service Operations
Guidance on achieving effectiveness and
efficiency in the delivery and support of
services.
Control and manage on day-to-day operation. Adapt and Adopt approach.
Service oriented approach to managing IT
Applications, Infrastructure and Processes.
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Developing Service Operation strategy
Corporate strategy
Customer driven
strategies
Developing corecompetencies
Competitive priorities
Product and ServiceDevelopment
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Service Operations Principles
Internal IT view versus External Business view.
Stability versus Responsiveness.
Quality of service versus Cost of service.
Reactive versus Proactive.
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Service Operation Performance
Be aware of Watermelon Reporting
Operational Health (based on VBF)
Communication
Routine Operational
communication. Communication between shifts.
Performance reporting.
Communication related tochanges , exceptions andemergencies.
Documentation
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Major Activities in Service Operation
Monitoring and Control
IT Operations
Mainframe Management
Server Management andsupport
Network Management
Storage and Achieve
Database administration
Directory Services Management
Desktop support
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Service Operation Processes
Event Management Monitor all events thatflows through IT Infrastructure and escalateEXCEPTIONS.
Incident Management Restore the services ASAP
to users. Problem Management Determine root cause
analysis and permanent fix.
Service Request fulfilment Advice,
Information, Access, Feedback and all minorrequest.
Access Management Granting Authorized userswith right access at the right level.
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Functions within Service Operation
Service Desk Local
Global
Virtual
Follow the Sun Technical Management
ApplicationManagement
IT OperationManagement IT operations control
Facilities Management
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Information Security Management in SO
Policy, standards and procedures to ensuresprotection of Organizations Data,Information, Assets and Infrastructure.
SO teams execute Policies and work closelywith the Information Security Team.
Policing and Reporting.
Technical assistance.
Operational security Control.
Security Governance.
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ISMS policies in Service Operation Use and misuse of IT policy Access control policy
Password policy
Email policy
Internet policy
Anti virus policy
Remote access policy
Information classification policy Asset disposal policy
Policy with regard to supplier access to
IT service, information and components
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Technology used in Service Operation
Dashboards
Reporting
Remote control
Integrated CMS
Self-help
Process Map
KEDB
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Leadership and Teams in SO
Commitment from TOP management
Stakeholder buy-in
Teams
Service Desk
Desktop support
Server support
Network support
Wintel
UNIX
Back up
Database
Mainframe
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Challenges in Service Operation
Lack of engagement with
Development and project
staff.
Justifying funds. Service Operations
activities are ongoing and
never ending.
Educating Service
management.
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Innovation in Service Operations
Continual Improvement,
not continuous
Increasing organization
capacity for innovation Identifying, evaluating and
exploiting new
technologies.
Portfolio management.
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Improvements in Service Operations
Plan Do Check Act PDCA
Cycle
CSI Register
CSFs and KPIs Metrics andMeasurement
SWOT Analysis
RACI Matrix Early acceptance of change
Change Emotional cycle
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