tag:blogger.com,1999:blog-11448829306648703522024-03-12T19:29:02.690-07:00ITIL Service Operation - Managing An ITIL Based Service OperationITIL Service Operation : ITIL V3 : Service Operation : Event Management, Incident Management, Problem Management, Request Fulfillment and IT Operations Management.Unknownnoreply@blogger.comBlogger6125tag:blogger.com,1999:blog-1144882930664870352.post-10339850465626455082009-11-06T18:09:00.000-08:002010-08-11T18:54:33.139-07:00Service Operation - An Introduction<span style="color: #cc0000;"><b>An Introduction to the Service Operation Book.</b><br />
</span><br />
Service Operation is aimed at IT Managers, IT Consultants, Service Practitioners, Outsourcers and IT Service Vendors.<br />
<b><br />
<br />
What is Service Operation?<br />
<br />
</b>Service Operation is at the very heart of day-to-day, business as usual, Service Delivery.<br />
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Think of it as a "factory of IT Service Delivery" underpinned by Infrastructure and Application Delivery.<br />
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Service Operation focusses on the precise execution and delivery of all processes and services to delivery business value for customers and users in a consistent, reliable and repeatable manner.<br />
An often overlooked benefit of Service Operation is that it also provides Operational Validation of the Service being delivered.<br />
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Service Operation is subject to Continual Service Improvement and ultimately the delivery of service excellence.<br />
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The goal of Service Excellence can also be supported by the attainment of the world's first global standard for IT Service Management, <a href="http://www.asktheiso20000expert.com/"><span style="color: #3333ff;">ISO/IEC 20000</span> </a><br />
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<b>The primary goals of Service Operation are to: -</b><br />
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• Enable responsive, stable and repeatable IT Service Delivery<br />
• Provide robust end-to-end working practices<br />
• Deliver improved Processes such as Incident and Problem Management<br />
• Deliver new Processes such as: Event Management and Service Request Fulfilment<br />
• Promote more adaptive, responsive and agile Service Operation functions<br />
• Help shape and define Service Strategy, Service Design, Service Transition and Continual<br />
Service Improvement (the core of the new ITIL V3 Service Lifecycle Model)<br />
<br />
<br />
<b>Service Operation purpose<br />
</b><br />
In summary, the purpose is: -<br />
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• To coordinate and deliver key activities and processes required to provide and manage<br />
services at agreed levels to the business, users and customers<br />
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• To manage the technology and toolsets that are used to deliver and support services<br />
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• To manage, measure, control and feedback improvements in the day to day operations<br />
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• To monitor performance, assess metrics and gather data to input into the Continual Service Improvement Process Area<br />
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<b>What is the value of Service Operation to a business?</b><br />
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The required value of what any given service should provide to the business is actually modelled in Service Strategy and that model manifests itself in a more structured way within Service Design.<br />
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The structure and cost of the Service is then designed and validated in Service Design and Service Transition. The actual measures for required levels of optimization are identified in Continual Service Improvement.<br />
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A critical point that is covered within the book is: -<br />
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"The only value that matters is that perceived by the customer. Service Operations is where the value is delivered and judged."<br />
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<b>What are the principles of Service Operation?</b><br />
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The first principle of Service Operation is concerned with finding the right balance between : -<br />
<br />
- the Internal IT view versus the external business view<br />
- Ongoing stability versus responsiveness<br />
- Quality Improvements versus Cost to deliver the Service<br />
- Reactive working versus proactive working<br />
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The themes of 'Reactivity', 'proactivity' and 'control' are all important.<br />
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<b>What is the Scope of Service Operation?</b><br />
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Service Operation scope: -<br />
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- Processes and working practices<br />
- The physical organisation of Service Operation<br />
- Execution of all ongoing activities required to deliver and support service<br />
- Service Management processes<br />
- Technology and supporting toolsets<br />
- Management of the infrastructure used to deliver services<br />
- The people who manage the technology, processes and services<div class="blogger-post-footer">http://www.ITServicePodcasts.com - New ITSM Audio Interviews For IT Service Management Professionals.</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-1144882930664870352.post-81623651316358686972008-10-14T07:25:00.000-07:002008-12-09T06:32:13.504-08:00ITIL V3 Service Operation PDF - Free Download<p><span style="font-family:trebuchet ms;"><strong><span style="color:#cc0000;">Download Your Complimentary Copy Now!</span></strong><br /><br /></span><strong><span style="font-family:trebuchet ms;">ITIL V3 Service Operation Design Guidelines.<br /></span></strong><br /><br /><br /><a href="http://4.bp.blogspot.com/_1MuoFoBwUsA/RuVUPAgsSCI/AAAAAAAAAAw/8YTxY2xBatE/s1600-h/itil_version_3_service_operation_design_guidelines.jpg"><span style="font-family:trebuchet ms;"><img id="BLOGGER_PHOTO_ID_5108581969133586466" style="FLOAT: left; MARGIN: 0px 10px 10px 0px; CURSOR: hand" alt="" src="http://4.bp.blogspot.com/_1MuoFoBwUsA/RuVUPAgsSCI/AAAAAAAAAAw/8YTxY2xBatE/s400/itil_version_3_service_operation_design_guidelines.jpg" border="0" /></span></a><span style="font-family:trebuchet ms;"><br /><br /><br />Grab This Specially Written 55 Page PDF<br />Guide For A Limited Time.<br /><br /><strong>- 46 Real World Examples<br /><br />- Covers All New ITIL V3 Processes<br /><br />- Part 1 in a series of 5<br /><br />- Includes: Event and Access Management<br /><br /></strong></span><br /><br /><br /><br /><span style="font-family:trebuchet ms;"><strong>Download Your FREE Copy Now!<br /></strong><br /></span><a href="http://www.itilversion3.com/"><span style="font-family:trebuchet ms;color:#3333ff;"><strong>ITIL V3 Service Operation Guidelines Report</strong></span></a></p><div class="blogger-post-footer">http://www.ITServicePodcasts.com - New ITSM Audio Interviews For IT Service Management Professionals.</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-1144882930664870352.post-43603617355147945382007-06-14T05:20:00.000-07:002008-12-09T06:32:13.615-08:00Introducing - The Service Operation Octopus!Over the next few posts - I will be highlighting the core content of the Service Operations book with a little help from... an Octopus!<br /><br />Here he is...<br /><br /><img id="BLOGGER_PHOTO_ID_5075895789479820514" style="DISPLAY: block; MARGIN: 0px auto 10px; CURSOR: hand; TEXT-ALIGN: center" alt="" src="http://3.bp.blogspot.com/_1MuoFoBwUsA/RnE0U8jYfOI/AAAAAAAAAAc/7JIAJZEX9Hk/s400/serviceoperationoctopusmap.jpg" border="0" /><br /><a href="http://4.bp.blogspot.com/_1MuoFoBwUsA/RnEzHMjYfNI/AAAAAAAAAAU/3bNq7YFM80I/s1600-h/serviceoperationoctopusmap.jpg"></a><br /><a href="http://4.bp.blogspot.com/_1MuoFoBwUsA/RnEzHMjYfNI/AAAAAAAAAAU/3bNq7YFM80I/s1600-h/serviceoperationoctopusmap.jpg"><p></a></p><p>Now, as we all know Octopii have eight legs, but our friend here has to have eleven (an extra three for V3!) to ensure that we can understand the complete contents of the Service Operation Book.<br /><br /><br /></p><div class="blogger-post-footer">http://www.ITServicePodcasts.com - New ITSM Audio Interviews For IT Service Management Professionals.</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-1144882930664870352.post-23930498841268267502007-06-06T04:27:00.000-07:002007-06-11T06:20:24.857-07:00The ITIL V3 Service Operation Core Text<strong><span style="font-size:130%;color:#cc0000;">Service Operation</span></strong> delivers on the commitments identified during the Service Strategy and Service Design phases of the Service Lifecycle.<br /><br />Service Operation achieves this by ensuring that the people, processes, tools and technology that deliver IT Services are all working to the same set of objectives.<br /><br />Service Operation identifies how to link operational activities for the bebefit of the organization, and how to harness IT Infrastructure and IT Service management for optimum service quality and value.<br /><br /><br />Service Operation is not just about managing IT services or managing the infrastructure.<br /><br />It is about achieving a delicate balance between:-<br /><br />- Technology and the Business<br /><br />- Cost and Quality<br /><br />- Proactive and Reactive Service activities<br /><br /><br />Finding this delicate balance results in a more stable environment, which is able to anticipate and respond to changes.<br /><br />The ability to monitor and decipher the continuous flow of information about the status of service components is key.<br /><br /><br />Formal <strong><span style="font-size:130%;color:#cc0000;">Event Management</span></strong> detects changes in service performance and the underpinning Infrastructure. <br /><br />Exceptions are resolved quickly and effectively through Incident and Problem Management, while established customer requirements are met through Request Fulfilment and Access<br />management.<br /><br />Service Operation also recognizes that processes alone do not guarantee a quality service.<br /><br />It clarifies a number of issues related to the people who manage Service Operation.<br /><br />It recognizes the role of the Service Desk as a key link between the business and IT at an<br />operational level, especially in restoring disrupted services and in providing an entry point for<br />accessing new or changed services.<br /><br />In addition, Service Operation also specifies three new functions critical for executing process activities and managing service components.<br /><br />These are:-<br /><br />• <strong><span style="color:#cc0000;">Technical Management</span></strong> which is the provider of expertise related to all service components. Technical Management manages the infrastructure from architecture and Design through Service Transition into Service Operation.<br /><br />• <strong><span style="color:#cc0000;">Applications Management</span></strong> which plays a similar role for software applications. Of particular importance is how this function interfaces with Application Development teams throughout the Software Management Lifecycle.<br /><br />• <strong><span style="color:#cc0000;">IT Operations Management</span></strong> which may be performed by the previous two functions, but is often centralized into a dedicated unit. This function executes routine activities, and monitors and controls the health of the infrastructure.<div class="blogger-post-footer">http://www.ITServicePodcasts.com - New ITSM Audio Interviews For IT Service Management Professionals.</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-1144882930664870352.post-35272420424278348482007-06-05T01:01:00.000-07:002007-06-11T05:58:09.024-07:00Service Operation Processes - There are Five!Inside the new Service Operation Core Text of ITIL V3 - there are five core processes.<br /><br /><span style="color:#cc0000;"><strong>- Event Management</strong><br /><br /><strong>- Incident Management</strong><br /><br /><strong>- Request Fulfillment</strong><br /><br /><strong>- Problem Management</strong><br /><br /><strong>- Access Management</strong></span><br /><br /><br />...Plus other processes contained within <strong><span style="color:#cc0000;">Operations Management</span>.</strong><br /><br /><br />Let's take a closer look at the purpose of the Event Management Process: -<br /><br /><br /><strong><span style="color:#cc0000;">Event Management.<br /></span></strong><br />An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service.<br /><br />Events are typically notifications created by an IT Service, configuration item (CI) or monitoring tool.<br /><br /><strong>An Event is the fundamental basis for operational monitoring and control.</strong><br /><br />Events always need to be filtered correctly to prevent an unneccessary volume of 'non' events that are typically made up of "information" that does not require future action or intervention of any kind.<br /><br />Event Management provides mechanisms for the early detection of incidents (before any actual service outage occurs) and typically this detection will occur within pre-defined and automated systems and network management tools.<br /><strong><br /><br />Events should also be classified</strong>.<br /><br />Typical classification include: -<br /><br />"informational event", "warning event" and an "exception event".<br /><br />The second two classifications will involve intervention and action. Tools may already be configured to take action on pre-defined events in order to reduce the level of human intervention (and therefore time , effort and cost) involved in processing the event correctly.<br /><br />Although considerable effort, in terms of identifying and configuring systems and network management toolsets, is required; the pay-back is considerable.<br /><br />Once a system tool is configured to monitor and process events correctly the level of ongoing human intervention can be considerably scaled back and re-invested in more value add activities.<br /><br />Additionally, only those events worth processing and taking action on, shall be considered. Again a valuable time saving.<div class="blogger-post-footer">http://www.ITServicePodcasts.com - New ITSM Audio Interviews For IT Service Management Professionals.</div>Unknownnoreply@blogger.comtag:blogger.com,1999:blog-1144882930664870352.post-59250092711891065782007-02-12T09:47:00.001-08:002007-02-12T09:47:00.236-08:00Service OperationComing Soon - Service Operation<div class="blogger-post-footer">http://www.ITServicePodcasts.com - New ITSM Audio Interviews For IT Service Management Professionals.</div>Unknownnoreply@blogger.com