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Service Design Process
- Service Catalog Mgt
- Service Level Mgt
- Availability Mgt
- Capacity Mgt
- IT Service Continuity Mgt
- Information Security Mgt
- Supplier Mgt
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Service Design - 5 Aspects
- Service Solutions
- Service Management, Systems & Tools
- Tech & Mgt, Arch & Tools
- Process
- Measurement systems, methods & metrics
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Service Design Key Concepts
- Service Design Pkg
- Delivery Models
- SLA
- OLA
- Underpinning Contract
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Definition of Service
- Create Value
- Reduce Costs / Increase productivity
- Facilitate Outcomes
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Definition of Service Management
- Capabilities which include:
- Process
- Function
- Role
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What is a Process
Set of Activities designed to accomplish an Objective
Takes defined inputs => Outputs
Includes roles, responsibilites, tools & mgt controls
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What are the 4 characteristics of a process
MDRR
- Measureable
- Delivers specific Result
- Results to Customer and Stakeholders
- Responds to specific events
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Definition of Functions
Units of Organization specialized to perform certain types of work and responsible for specific Outcomes
Provides the resources and tools needed
STIA - stop taking it Asshol Service Desk, Tech Mgt, Incident Mgt and Application Mgt
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Definition of a Role
A set of responsibilities, activities and authorities granted to a person or team.
Defines responsibilitiy & authorities
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Service Operations Purpose
- Day to Day activities
- Ongong mgt of Techology to deliver services
- Dev & Mgt SLAs
- Where value is delivered
- Execute & measure all plans and designs
- Monitor performance / assess metrics
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Services Operations Functions
- Service Desk
- Technical Mgt
- IT Operations Mgt
- Application Mgt
- STIA
- Operations(s) - team/people
- Operation - lifecycle 5 process/4 functions
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Service Operations - Process
- Event Mgt
- Incident Mgt
- Request Fulfillment
- Problem Mgt
- Access Mgt
EIRPA - Ed is really pissed again
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Service Operations - Event Mgt Objectives
- Detect
- Make Sense
- Determine Appropiate control Activities
- Basis for operational monitoring and control
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Service Operation - Definition of Event
Event - a change of state that has Significance for the management of a CI or IT service
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Services Operations Definition of Event Mgt
Process for managing events throughout their lifecycle
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Service Operations - Alerts
Warning threshold reached, change or failure
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Services Operation - 3 event types
Exception - Incident, Problem, Change
Warning - Alert, Auto response...Human touch
Info - Log
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Services Operation - Definition of Incident
Unplanned interruption or reduction in IT services
Any event which could affect and IT service in the furture
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Service Operations Incident Mgt - Timescales
Based on resolution targets, SLAs and underpinning contracts
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Service Operations Incident Mgt - Models
- Steps taken to handle incidents
- Chronological order
- Responsbilities - who does what
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Service Operation Incident management - Major Incidents
Seperate procedure shorter timescale & greater urgency
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Service Operations - Incident Management Activities
- Identification
- logging
- categorization
- prioritization
- Initial Diags
- Escalation
- Investigation & Diags
- Resolution and Record
- Closure
Ownership stays with the Service Desk
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Services Operation - Incident Management impact, Urgency and Priority
Impact - measure effect of incident
Urgency - measure how long it will be until significent impact
Priority - catagory used to identify importance
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Service Operations - Incident mgt Interfaces
- Problem Mgt
- Service Asset & Configuration
- Change Mgt
- Capacity Mgt
- Availablity Mgt
- Service Level Mgt
- Event Mgt
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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 them
Source and deliver components for std services - software licenses
Assist with general info complaints or comments
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Service Operation Request fulfillment Basic Concepts
Service request - a request for info or advice or a Std Change - password reset
Request Model - pre-defined process flow showing the stages needed to deal with the request - delivery of a desktop application
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Service Operation - Problem Mgt Objectives
Prevent problems and resulting incidents form happening
Eliminate recurring incidents
Min ithe impact of incidents that cannot be prevented
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Problem Mgt Concepts - Definition of a Problem
The cause of one or more incidents
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Problem Management - Problem Models
Defined set of steps to handle the problem...will vary
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Problem Management - Workaround
A tempory way of overcomming the difficulty
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Problem Management Know Error
Record logged in the know error db
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Problem Management - Know Error DB
Storage of previous knowledge of incidents and problems
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Problem Management - Reactive problem Mgt
Resolution of underlying causes
Covered in Service Operation
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Problem Management - Pro-Active Management
Trend Analysis of incidents to identify problems
Generally undertaken as part of the CSI
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Difference between Incident, Problem and Know Error
Incident - loss or reduction of services
Problem - cause of 1 or more incidents
Know Error - has a workaround associated with errors
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Problem Management - Reactive process
- Detection
- Logging
- Categorization
- Prioritization
- Investigation & Diags
- Workarounds - prob mgt owns
- Raising know Error record
- Resolution
- Closure
- Major Problem Review
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Problem Management - Interfaces
- Incident Mgt
- Change Mgt
- Service asset & configuration
- Release and Deploy
- Availability mgt
- Capacity Mgt
- IT Services Continuity Mgt
- Service level Mgt
- Financial Mgt
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Access Mgt Objectives
- Granting authorized users rights
- Prevent access by non authorized users
- Access mgt implementation and enforcement of securty policies
Enforcement only does not define policies
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Access Management - Concepts
- Access
- Identify
- Rights
- Service or Service Groups
- Directory Services
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Service Operation - Functions - Service Desk
- Primary point of contact
- Deals with all users, incidents, Request and change
- Coordinates action across IT org
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Service Desk Options
- Local
- Centralized
- Virtural
- Follow the Sun
- Specialized groups
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Service Desk Objective
- Logging and Categorizing incidents, service requests and soem catorgry of change
- 1st line of investigation and diag
- Esclation
- Communication
- Closing incident and service requests
- Customer SAT
- Upd the CMS if agreed
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Technical Management
- Custodians of the technical knowlege and expertise related to management of IT infrastructure
- Provide actual resources to suppor
- Perform many service mgt activities
- Execute most ITSM process
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IT Operations Management Objectives
- Maintain Status Quo - Stability
- Identify opportunities ot Impl
- Inital diag and resolution of operation incidents
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Application Management Objectives
- Well designed resilent cost effective
- ensuring availability of functionality
- Maintain operational Application
- Support during app failure
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