3588_Service Operation Part I

7/29/2019 3588_Service Operation Part I

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Service Operation

Part I

Service Operation

The Service Desk

Technical Management

Application Management

IT Operations Management

The Importance of Communications

Key Terms

In This Lesson

The purpose of the service operations phase of the lifecycle is tocoordinate and carry out the activities required to manage services atagreed levels to business users and customers.

The staff involved in service operations should have the processes andtools in place that allow them to have an overall view of service delivery(rather than the components such as hardware, networks, and softwareapplications that make up services).

Service Operations Purpose


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Maintain business satisfaction and confidence in IT through effectiveand efficient delivery and support of agreed IT Services.

Minimize the impact of service outages on day-to-day businessactivities.

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

Objectives of Service Operations

The services themselves

The activities that form part of the service are included in serviceoperations whether the activity is performed by the service provider,

external supplier, or the user/customer.

Service Management Processes

The execution of service management processes performed inService Operations (these may include processes from otherlifecycle phases)

Technology

Management of the infrastructure required to deliver services

People

Failure to manage the people dimension will result in service

management failures

Scope of Service Operations

Reduced unplanned labor costs through efficient handling of outages

Reduced service interruption duration and frequency

Provide operational data to other service lifecycle phases

Meet the goals of the service providers security policies

Provide quick and effective access to standard services

Provide a basis for automated operations

The Value of Service Operations to the Business


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Balance in Service Operations

Dealing with Opposing Views

Internal IT view not equally focused on

the business

External business view may tend to miss

delivery commitments

Stability if too narrowly focused, could

miss opportunities for innovation

Responsiveness potential to overspend

on change

Service cost cost cutting could lead to

reduced quality of service

Service quality potential to overspend on

quality when unnecessary

Proactive loss of stability Reactive potential to discourage

investment in proactive management

Goals and objectives: To support the agreed to IT service provision by ensuring the

accessibility and availability of the IT organization and by performingvarious supporting activities

To act as a single point of contact for all user incidents, requests, andgeneral communication

To restore normal service operation as quickly as possible in the event ofdisruption

To improve user awareness of IT issues and to promote appropriate use ofIT services and resources

To assist other IT functions by managing user communication and escalatingincidents and requests using defined procedures

The Service Desk

Service Desk structures Local Service Desk

Physically close to the users

Centralized Service Desk

In central location but with local presence

Virtual Service Desk

In many locations but appear to the users to be a single team

Follow the Sun

In different time zones to give 24 -hour coverage

The Service Desk


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Service Desk structures Local Service Desk is co-located within or physically close to the user

community it serves

The Service Desk

Advantages Improved communications

Local knowledge

Cultural knowledge andcommunications

Visibility

Disadvantages Higher costs for replicated

infrastructure

Less knowledge transfer

Inconsistent service levels andreporting

Too centrally focused on localissues

Service Desk structures Centralized Service Desk is in a single location, but some local presence

may remain

The Service Desk

Advantages Reduced operational costs

Improved usage of available

resources

Consistent call handling

Improved ability to shareknowledge

Simplicity for users to contacthelp desk

Disadvantages Potential higher costs for

managing 24x7 environment ordifferent time zones

Lack of local knowledge

Possible gaps in language andculture

Higher risk (single point of

failure), in case of power lossor other physical threat

Service Desk structuresVirtualized Service Desk is where staff are in many locations but appear

to the users to be a single team

The Service Desk

Advantages Global support

24x7 support in multiple time

zones

Reduced operating costs

Improved usage of resources

More effective staff matchingto call types

Disadvantages Initial implementation costs

Lack of consistency of serviceand reporting

Less effective for monitoringstaff

Staff disconnection


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Service Desk structures

Follow the Sun Service Desk combines two or more geographicallydispersed service desks to provide 24 hour service. This is a variant ofthe virtual service desk approach.

The Service Desk

Advantages Global support

24x7 support for multiple timezones

Improved quality of service

Improved customer satisfaction

Improved knowledge sharingand visibility

Disadvantages Higher operating costs

Higher technology costs

Language challenges

Service Desk additional considerations Metrics

Number of calls

Time to resolve

Customer satisfaction survey results

Resolution level

Self help usage

Skills

Outsourcing

The Service Desk

Technical management is the function responsible

for providing technical skills to manage andsupport IT and the infrastructure

Activities: Identify requirements

Define architecture standards

Participate in design and build

Assist with service management processes

Assist with managing contracts and vendors



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What are the roles and responsibilities? Custodian of technical knowledge used to manage the infrastructure

Provides resources that support the IT service management lifecycle

Trained

Deployed

To enable knowledge transfer and sharing


Application Management The function responsible for managing applications throughout their

lifecycle

Goal of Application Management To develop, maintain, and support quality applications that enhance the

organization's business processes by:

Well designed, cost-effective applications

Proper allocation and usage of technical skills

Ensuring functionality and performance requirements of business aredelivered effectively

Speedy diagnosis and response to service disruptions


Manage applications throughout lifecycle

Support and maintain through design, testing, and product

enhancements Identify functional software requirements

Assist with build vs. buy decisions

Assist with design and deployment

Ongoing support and improvement

Skills identification for support

Application Management Roles and Responsibilities


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What steps are associated with the applicationlifecycle?

Requirements

Design

Build

Deploy

Operate

Optimize

Application Management Lifecycle

Application Development vs. Application Management

Application Development Application Management

Nature of activities

One-time set of activities to design and

construct application solutions

Ongoing set of activities to oversee

and manage application throughout

their entire lifecycle

Scope of activities

Performed mostly for applications

developed in house

Peformed for all applications, whether

purchased from third parties or

developed in hosue

Primary focus

Utility foucs; building functionality for their

customer; what the application does is

more important than how it is operated

Both utility and warranty focused;

what the functionality its as well as

hot it is delivered; stability and

performance

Management mode

Most development work done in projects

where focus is on delivering specific units of

work

Most work is done by repeatable

ongoing processes

Measurement

Staff rewarded for creativity and

completion

Staff rewarded for consistency and for

preventing unexpected events and

unauthorized functionality

Cost

Development projects are relatively easy to

quantify and expenses linked to specific

applications or IT services

Ongoing management costs are often

mixed in with costs of other IT services

because resources are shared

Lifecycles

Staff focused on development lifecycles

which highlight dependencies for successful

operation but do not assign accountability

for these

Staff involved in ongoing management

typically only control one or two

stages of these lifecycles - operations

and improvement

IT Operation Management The function within an IT Service Provider which performs the daily

activities needed to manage IT Services and the supporting ITInfrastructure

Includes IT Operations Control and Facilities Management

Goal of IT Operation Management To perform IT's day-to-day operational activities

Objective: Maintain stability of organizations processes and activities

Regular evaluation and improvements aimed at improved service andreduced costs

Timely diagnoses of operational issues

IT Operation Management


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Service Operation and Communications Routine operational communications

Communications between shifts

Performance reporting

Communication in projects

Communication related to changes

Communication related toexceptions

Communication related toemergencies

Training on new or customizedprocesses and service designs

Communication of strategy, design,and transition to service operationsteams


Crown copyright 2013 Reproduced under license from the Cabinet Office

Key Terms

Term Definition

Functions People or roles and measures that execute

a defined process, activity, or both

Service desk The single contact point between the

service provider and end users

Operation Any day-to-day management of a service,

system, or CI

Service operation Management of IT services for delivery and

support

Stability Refers to availability of IT infrastructure

Service Operation

The Service Desk



IT Operations Management


Key Terms

What We Covered

3588_Service Operation Part I

Documents

Transcript of 3588_Service Operation Part I