ITIL Service Operations

beef410's version from 2018-11-01 13:14

Service Operations

Question Answer
Service OperationDelivers the SLM-determined service to the organization. Includes maintenance and management of services within budget.
GoalsMaintain business satisfaction and confidence in the IT Dept. through effective and efficient delivery and support of services. Minimize service outages in day-to-day activities. Ensure that access to agreed services is only provided to those authorized to receive said services.

Major Components

Question Answer
Event ManagementManages events through their lifecycle. The lifecycle is detecting events, making sense of them and determining the appropriate control action.
Incident ManagementRestore normal service operation as quickly as possible and minimize the adverse impact on business operations ensuring agreed levels of service quality are maintained.
Problem ManagementManaging the lifecycle of all problems from first identification through eventual removal. Seeks to minimize the adverse impact of incidents and problems and to proactively prevent recurrence of related errors due to incidents. Concerned more with root-cause analysis and planning a long-term fix than immediate remediation.
Request Fulfillment Helps maintain user and customer satisfaction by managing the lifecycle of all service requests from users.
Access ManagementThe purpose is to proivde the right for users to use a service while preventing access from non-authorized users.
Operations ManagementManagement and maintenance of IT infrastructure. Contains IT Operations Control and Facilities Management


Question Answer
Definition People or roles and measures that execute on a defined process. 'doers', they help to maintain a steady-state. Processes are the 'how' Functions are the 'who'
Service DeskFunction - Can be centralized, virtual and locally available. Single point of contact for users and the 'face' of IT.
Application ManagementFunction - Working together with technical management to ensure that the knowledge required to design, test and manage IT services are there for resources to use.
Technical ManagementFunction - Helps plan, implement, and maintain a stable technical infrastructure to support business operations. Keeps the lights on.
IT Operations ManagementFunction - Defines the department, group or team of people responsible for performing the day to day operational activities. Who does what and how.
IT Operations ControlThe technical staff doing the monitoring and problem solving.

Service Desk Types

Question Answer
LocalPhysically near the users. Same building / same region. Very responsive but very expensive when deployed to multiple locations. Very useful for globe spanning multi-lingual support.
CentralizedSingle service desk, most common. Involves escalation paths to tier 2-3 resources. Lacks local knowledge and can pose language problems and is a single point of failure.
VirtualUses cloud based services to decentralize the 'centralized' version of the service desk. Easier for global and 24x7 support offerings. Can pose hurdles to collaboration and employee tracking.
Follow the SunLocating service desks in different time zones in order to support 24x7 operations. Best suited for global companies. Very expensive, language support / software infrastructure for unified ticketing / etc.

Incident and Problem Management

Question Answer
IncidentConcentrates on restoring unexpected degradation of services or disrupted services.
ProblemInvolves root cause analysis to determine the underlying causes of incidents. The cause of a string of related incidents is a Problem.
TermsEscalation / Impact / Incident (Major) / Resolution / Urgency / Workaround / Known Error Database (KEDB) / Proactive Problem Management / Problem / Root Cause / Threat
EscalationFunctional - Transfer to the appropriate team / Hierarchical - refer to supervisor
Incident (Major)Typically complete or near-complete loss of a service.
Incident Management FlowIdentification -> Logging -> Categorization -> Prioritization -> Initial Diagnosis -> Incident Escalation -> Investigation and Diagnosis -> Resolution and Recovery -> Incident Closure. (Open - In Progress - Resolve - Close)
PriorityImpact + Urgency
ProactiveTrend Analysis - Root Cause Analysis - Targeted Prevention (Future focused)
ReactiveDetection - Logging - Categorization - Prioritization - Diagnosis - Workarounds - Creating a 'Known Error' entry in KEDB - Problem Resolution - Problem Closure
Problem vs IncidentA problem is an ongoing series of related incidents, that involves Root Cause Analysis to resolve whereas incidents are break-fix issues typically capable of immediate remediation..

Event and Access Management

Question Answer
TermsAlerts / Event / Rights
InformationalNon-error related events. Login-logging, ping history etc
WarningEvents that indicate future action maybe required.
ExceptionEvents that need to be immediately addressed.
Configuration ItemsPieces of services used to deliver said services. Hardware, people, knowledge articles.
Access Provisioning LifecycleRequest - Verification - Provide Rights - Monitor Identity Status - Logging and Tracking Access - Removing or Restricting Access

Request Fulfillment

Question Answer
Request Lifecycle Menu Selection - Request Tracking - Financial Approval - Other Approval - Fulfillment - Closure