Service Operation

The Service Operation book takes a look at the different practices in the
management of Service Operation and includes guidance on achieving efficiency and
effectiveness in the delivery and support of services

18 Event Management

19 Incident Management

20 Request Fulfillment

21 Problem Management

22 Access Management

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Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved

Purpose of Service Operation
Coordinate and carry out the activities and processes required to deliver and
manage services at agreed levels to business users and customers.

…ongoing management of the technology that is used to delvier and support
services.

© Crown copyright 2011. Reproduced under license from OGC. - Created by PelegIT, Ltd. – www.pelegit.com, - All Rights Reserved

Objectives
Maintain business satisfaction and confidence in IT through effective and efficient
delivery and support of agreed IT services.

Minimize the impact of service outages on day-to-day business activities.

Ensure access to agreed IT services is only provided to those authorized to receive
those services.


Service Operation Functions


Service Desk Types

Service Desk Type Explanation
Cal l Center Handling/logging of large volumes of calls
Help Desk Manage and coordinate incidents. Medium
first-time resolution rate for calls and
requests.
Service Desk A wide variety of services offered. High
first-time resolution of call and requests.

6

Service Desk Structure
Service Desk Type Explanation
Local The service desk is situated in the same
physical location (or time zone for
international organizations) as the user
groups it serves.
Central A centralized service desk serves multiple
user groups from different physical
locations
Virtual This service desk has no physical structure,
but instead relies on technology to
coordinate call resolution across disparate
service desk staff to provide a centralized
knowledgebase.
Follow-the-Sun Utilizing multiple service desks across
different time zones in order to provide
24x7 availability of the service desk.
Typically there is a central managed
knowledgebase to enhance the quality of
the support given.
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Technical Management
To help, plan, implement and maintain a stable
technical infrastructure to support the organization.

Roles and Responsibilities
• Custodian of technical knowledge

8

IT Operations Management
Daily operational activities, based on performance
standards defined during service design.

• Maintenance of “Status-Quo”
• Maintain stability
• Swift application skills to diagnose and resolve any
IT operations failures that may occur.

9

IT Operations Control
• Event management is carried out by IT Operations
Control.
• Centralized monitoring (Operations Bridge or
Network Operations Center)

Facilities Management
• Physical IT environment (Data Center / Computer room)

10

Application Management
To help design, implement and maintain stable
applications to support the organization’s business
processes.
• Managing applications (whole lifecycle)
• Assist in design and implementation of applications
• Consult on if to build or buy applications

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Service Operations Processes

Service Desk Technical Support Group

Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management

12

Event Management

An event can be defined as a change in state that has significance for
management of a configuration item (CI). This can be detected by technical
staff or be automated alerts or notifications created by CI monitoring tools.

Alert: A warning that a threshold
Trigger: An indication that some
has been reached or something
action or response to an event
has been changed.
may be required.
(An event has occurred)

13

Event Management

Event
Event Occurs Alert
Detection

Event Significance Event
Filtering of Event Correlation

Response Review Close
Trigger
Selection Actions Event

Event correlation is a technique for making sense of a large number of events and
pinpointing the few events that are really important in that mass of information.

14

Incident Management

Goal
Restore service as quickly as possible.
Example: If we had weeds in our lawn how would we respond?

Incident Management
Use techniques that address the symptoms but still allow the weeds to grow
back. (e.g. Pull them out, mow over them, use a hedge trimmer and buy a
goat)

Problem Management
Use techniques that address the root-cause of the symptoms, so that the
weeds do not grow back. (e.g. Use weed killer, dig out the roots, re-lawn,
pour concrete over the lawn, etc.)

15

Incident Management
Categorization
Urgency

High Medium Low
High 1 2 3
Impact Medium 2 3 4
Low 3 4 5

Impact + Urgency = Priority
(Priority Grid)

Impact: Degree to which the user/business in affected

Urgency: Degree to which resolution can be delayed

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Incident Management
Escalation
Hierarchical:
• For corrective actions by authorized line management
• Also known as “Vertical Escalation”
Hierarchical • When resolution of an incident will be in time or satisfactory

Functional:
• Based on knowledge or expertise
• Also know as “Horizontal Escalation”

Functional

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Event Web
Phone Call E-Mail
Management Interface

The request
Incident Identification Is this No fulfillment (if
really an this is a service
incident? request) or
service portfolio
Yes management (if
this is a change
proposal)
Incident
Incident Prioritization Incident Logging
Categorization
No
Major Yes
incident Major
procedure Incident?

Initial diagnosis

Escalation
Yes Yes
Functional Functional
needed? Escalation? Escalation

No
No Yes
No Investigation and Hierarchic Management
diagnosis Escalation? Escalation

Yes
Resolution Resolution and
Identified? Recovery
Incident Closure End

Incident Management

1. Incident identification
2. Incident Logging
3. Incident Categorization
4. Incident Prioritization
5. Initial Diagnosis
6. Incident Escalation
7. Investigation and Diagnosis
8. Resolution and Recovery
9. Incident Closure


Incident Management


Incident Manager
• Ensures SLA target for incident resolution are met

Service Desk
• Log/Record Incidents
• Incident classification & prioritization
• Manage communications with end users

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Incident Status Tracking
Open: An incident has been recognized but not yet assigned to a support resource
for resolution.

In Progress: An incident is in the process of being investigated and resolved.

Resolved: A resolution has been put in place for the incident but normal state of
service operation has not yet been validated by the business or end user.

Closed: The user or business has agreed that the incident has been resolved and
that normal state operations have been restored.


Incident Management
(ITIL Service Operation, SO)

The process responsible for managing the lifecycle of all incidents. Incident management
ensures that normal service operation is restored as quickly as possible and the business
impact is minimized.


Functional Escalation

Transferring an incident, problem or change to a technical team with a higher level of
expertise to assist in the escalation.


Hierarchical Escalation

Informing or involving more senior levels of management to assist in an escalation.


Problem Management

Goal
Prevent problems and resulting incidents from occurring
Eliminate recurring incidents
Minimize impact of incidents that cannot be prevented

Incident Management
Use techniques that address the symptoms but still allow the weeds to grow
back. (e.g. Pull them out, mow over them, use a hedge trimmer and buy a
goat)

25

Problem Management

Incident Change
Problem Management
Management Management

Incident Problem Known RFC
Error

Finding and removing root cause
Incident
Incident Problem Known
Incident Error
Incident

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Problem Management

1. Problem detection
2. Problem logging
3. Problem categorization
4. Problem Investigation and diagnosis
5. Workarounds
6. Raising a Known Error Record
7. Problem Resolution
8. Problem Closure
9. Major Problem Review


Incident Incident Incident Incident
Occurs Record Solved Closed

Workaround: (ITIL Service Operation, SO)
Reducing or eliminating the impact of an incident or problem for which a full
resolution is not yet available – for example by restarting a failed CI. Workarounds
for problems are documented in known error records. Workarounds for incidents
that do not have associated problem records are documented in incident records.


Incident Workaround
Incident Incident
Occurs Record Closed



Problem Workaround
Error
Occurs Record



Incident Workaround
Incident
Occurs Record
Problem
Record
Closed Problem Problem
Solved
Incident
Record
Record
Closed



Problem Management :

The process responsible for managing the lifecycle of all problems. Problem management
proactively prevents incidents from happening and minimizes the impact of incidents that
cannot be prevented.


Known Error:

A problem that has a documented root cause and a workaround. Known errors are
created and managed throughout their lifecycle by problem management. Known errors
may also be identified by development and suppliers.


Workaround:

Reducing or eliminating the impact of an incident or problem for which a full resolution is
not yet available – for example by restarting a failed CI. Workarounds for problems are
documented in known error records. Workarounds for incidents that do not have
associated problem records are documented in incident records.


Known Error Database (KEDB)

A database containing the details of a known error. Each known error record documents
the lifecycle of a known error, including the status, root cause and workaround. In some
implementations, a known error is documented using additional fields in a problem
record.


Request Fulfillment

Request Fulfillment:

The process responsible for managing the lifecycle of all service requests.

36

Access Management

37

Event Management
The process responsible for managing events throughout their lifecycle. Event
management is one of the main activities of IT operations.


Alert

A notification that a threshold has been reached, something has changed, or a failure
has occurred. Alerts are often created and managed by system management tools
and are managed by the event management process.


Incident

An unplanned interruption to an IT service or reduction in quality of an IT service. Failure of
a CI that has NOT yet effected service is also an incident – for example failure of a disk to
mirror.


Request Fulfillment:

The process responsible for managing the lifecycle of all service requests.


Incident Record

A record containing the details of an incident. Each incident record documents the
lifecycle of a single incident.


Service Knowledge Management System (SKMS)
Configuration Management System (CMS)

Presentation Layer

Knowledge Possessing Layer

Information Integration Layer

Data Layer


Known Error

A problem that has a documented root cause and a workaround. Known errors are
created and managed throughout their lifecycle by problem management. Known errors
may also be identified by development and suppliers.


Event

A change in the state that has significance for the management of an IT service or other
configuration item (CI). The term is also used to mean an alert or notification created by
any IT service, configuration Item (CI) or monitoring tool. Events typically require
operations personnel to take action, and often lead to incidents being logged.


Event Management
The process responsible for managing events throughout their lifecycle. Even
Management is on od the main activities of IT operations.


Request Fulfillment
The process responsible for managing the lifecycle of all service request.


Access Management
The process responsible for allowing users to make use of IT services, data or other
assets. Access management help protect the confidentiality, integrity and availability
of assets by ensuring that only authorized users are able to access or modify them.
Access management implements the polices of information security management
and is sometimes referred to as rights management or identity management.


Service Operation

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