Introduction to Service Operation Tutorial

1.1 Introduction To Service Operation

learning Unit 1 Introduction to Service operations. This Lesson is about the overview and introduction to Service operations in the Service Management Life cycle. This learning Unit includes the concept of ITIL as a life cycle and how Service Operation fits in it. Let us go ahead and learn Service Operations in detail

1.2 ITIL And Good Practice In Service Management

Before we proceed with the details on Service Operations, we will first learn about the ITIL life cycle and positioning of Service Operation in the life cycle. ITIL is used by organizations worldwide to establish and improve capabilities in Service Management. Standards as ISO/IEC 20000(pronounced as I-S-O_I-E-C twenty thousand) provide a formal and universal standard for organizations seeking to have their Service Management capabilities audited and certified. While ISO/IEC 20000(pronounced as I-S-O_I-E-C twenty thousand) is a standard to be achieved and maintained, ITIL offers a body of knowledge useful for achieving the standard. Now moving to the component, The ITIL Library has the following components: The ITIL life cycle will be a circle consisting of one core which is best-practice guidance applicable to all types of organizations that provide services to a business. Now this core is covered by the ITIL Complementary Guidance which is a complementary set of publications with guidance specific to industry sectors, organization types, operating models and technology architectures. Let’s look into its details in the next slide.

1.3 ITIL - The Library Constituents

The ITIL core is iterative and multidimensional that means multichannel linkage and is structured in the form of a Lifecycle. ITIL core which shows the Strategy is the backbone of the enterprise and provides structure, stability and strength to Service Management capabilities, with specialized reliable principles, methods and tools. This serves to protect the investments of the enterprise and provides the necessary basis for measurement, learning and improvement. Let us now move on to learn about the nitty-gritties of Service Operations.

1.4 Service Operation - Purpose

Service Operation is a critical phase of the ITSM lifecycle. It is in this stage the actual value of the service is realized by the business, customers and users. It is responsible for sustaining, maintaining and continually improving the committed services – in line with the customer expectations. The key purpose of Service Operation is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. The agreed levels of service are generally documented in the Service Level Agreement and the various processes and activities of Service Operation are designed and executed to ensure these service levels are consistently met and improved where possible. Various tools and technologies are used to monitor, measure, manage and report the performance, compliance, efficiency and effectiveness of the CIs, components, assets and processes. Hence, Service Operation is also responsible for the ongoing management of the technology that is used to deliver and support services. Let’s now look at the objectives of SO in the next slide.

1.5 Service Operation - Objectives

Service Operation accepts the new or modified services from Service Transition and ensures that these services, along with the existing services, will meet all of their agreed operational targets. The key objectives of Service Operation are: ? To maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services; ? To minimize the impact of service outages on day-to-day business activities; and ? To ensure that access to agreed IT services is only provided to those authorized to receive the services. Service Operation strives to achieve these objectives with the help of relevant processes, functions, organization and tools.

1.6 Service Operation - Scope

Service Operation describes the processes, functions, organization and tools used to underpin the ongoing activities required to deliver and support services. The Service Operation publication provides guidance on the Services, Service Management Processes, Technology and People. With respect to services, the guidance covers the management of various activities that form part of the services. These activities might be performed by the service provider, the external suppliers, customers or users of the services. There are certain processes like Incident Management, Problem Management, Service Request Fulfilment, Event Management and Access Management that are specific to Service Operation. Other processes like Capacity Management, Availability Management, Change Management and Release and Deployment Management though are initiated in Service Design and Service Transition phases are used in the Service Operation phase. Service Operation also provides inputs and receives outputs from the Service Strategy and Continual Service Improvement processes. The Service Operation publication provides guidance on all these Service Management processes as applicable to this phase of the lifecycle. Technology is an integral part of Service provision and management. Service Operation provides guidance on management of the infrastructure used to deliver the services. Lastly, the Service Operation publication recognizes the importance of people in an organization and provides guidance on organizing and managing people for effective and efficient utilization of technology, processes and services. In the next slide we will discuss about the Service Operation value to business.

1.7 Service Operation - Value To Business

Adopting and implementing standard and consistent approaches as recommended in the Service Operation best practice guidance will result in significant benefits for the business. The key benefits are: ? Reduced unplanned labour and costs for both the business and IT through optimized handling of service outages and identification of their root causes; ? Reduced number of service outages resulting in the business taking full advantage of the value created by the services they are receiving; ? Availability of operational results and data that can be used by other ITIL processes to improve services continually and provide justification for investing in ongoing service improvement activities and supporting technologies; ? Meeting the goals and objectives of the organization’s security policy by ensuring that IT services will be accessed only by those authorized to use them; ? Providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products; and ? Providing a basis for automated operations, thus increasing efficiencies and allowing expensive human resources to be used for more innovative work.

1.8 Context Of Service Operation In Service Lifecycle

Now let us discuss the context of Service Operation in Service Lifecycle. You are by now familiar with the five phases of service lifecycle and the relevant ITIL Core publications. The ITIL Core consists of five lifecycle publications namely: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Each publication provides part of guidance necessary for an integrated approach to service management. Each publication addresses capabilities having direct impact on a service provider’s performance. Service Strategy is the hub around which the service lifecycle revolves. ITIL Service Strategy provides guidance on how to view service management not only as an organizational capability but also as a strategic asset. It describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL service lifecycle. Service Design is an important stage in the lifecycle as it turns a service strategy into a plan for delivering the business objectives. ITIL Service Design provides guidance for the design and development of services and service management practices. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Transition is the stage during which the designs are transformed into live services. ITIL Service Transition provides guidance for the development and improvement of capabilities for introducing new and changed services into supported environments. It describes how to transition an organization from one state to another while controlling risk and supporting organizational knowledge for decision support. Service Operation is the stage during which the customers and users start using and realizing the value of the services. It enables them to achieve the desired outcomes. Strategic objectives are ultimately realized through service operation, therefore making it a critical capability. ITIL Service Operation provides guidance on how to maintain stability in service operation, allowing for changes in design, scale, scope and service levels. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer, the users and the service provider. Once services become operational, they need to regularly reviewed and improved to meet the changing requirements of the business. ITIL Continual Service Improvement provides guidance on creating and maintaining value for customers through better strategy, design, transition and operation of services. It also describes the best practice for achieving incremental and large-scale improvements in service quality, operational efficiency and business continuity, and for ensuring that the service portfolio continues to be aligned to business needs. The next slide talks about the Service Operation fundamentals.

1.9 Service Operation - Fundamentals

Let us now have a glimpse of the Service Operation fundamentals. Service value is modeled in Service Strategy. The cost, functionality and performance are designed, predicted and validated in Service Design and Service Transition. The measures for optimization are identified in Continual Service Improvement. It is during Service Operation, where these plans, designs and optimizations are executed and measured. The customers start utilizing the services and realize the actual value of the service. Once services are live, they need to be continuously monitored, measured and improved to meet the service level agreements and also the changing requirements of the business. Service Operation performance can be optimised in two ways. In the ‘Long-term incremental improvement’ method, the output and performance of all Services Operation processes, technologies and functions is evaluated over time. The metrics and reports are analysed and decisions taken whether improvement is required or not. Where improvements are required these are implemented through Service Design and Service Transition. In the Short-term on-going improvements method, small or minor improvements are made to working practices within processes, functions and technologies used for delivering the services. These improvements generally do not impact the fundamental nature of the process or technology. Service Operation consists of five processes and four functions. The five processes are : ? Event Management; ? Incident Management; ? Problem Management; ? Access Management; and ? Request Fulfillment. And the four functions are : ? Service Desk; ? IT Operations Management; ? Technical Management; and ? Application Management. We shall be discussing all the processes and functions in detail in the third and fifth learning unit of this course. Let’s quickly recap on this learning unit in the next slide.

1.10 Summary

This is the summary of learning unit 1, Introduction to Service Operation. The topics covered in this unit were: ? Purpose ? Objectives ? Scope ? Value to Business ? Context of Service Operation in Service Lifecycle ? Fundamentals With this we have come to the end of learning unit 1. Next, is the quiz section!

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  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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