ITIL SO Free Seminar

8/12/2019 ITIL SO Free Seminar

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Service Operations

ManagementWelcome to the Seminar

VIVEK PARTHAS

1 2013 Adept Technology. All rightsreserved.


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A Certified ITIL EXPERTwith 8+ years experience of working inan ITSM oriented ITIL Service Transition, Service Operations and

Continual Service Improvement.

Competency in introducing new technology that supports the

business vision.

Experience in managing IT service management process areas:Incident Management, Problem Management, Request Fulfilment,

Change Management, IT Business Continuity Management,

EscalationManagement, Service Desk operations etc.

Proven skills in ImplementingIncident Management, Problem

Management, Change Management, Service Desk for anorganization based on the best practise.

Experience in leading and consulting for implementation of best

practise, methodologies and Certificate standards like ITIL V3

2011.

2013 Adept Technology. All rightsreserved.

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My Profile


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Proven expertise in operational service delivery management formission critical production environment.

Point of contact for all Funtional service escalations. Facilitate RCA

to ensure service quality and production stability.

Strong Communication, Presentation and Negotiation skills.

Excellent Analytical and Problem solving skills with a strong desireto own issues through to resolution.

Manage operations of Process Quality Analysis (PQA)team and Shift

Support Team (SST).

Certified trainerwith ITIL proficiency in handling batches at

varied levels at 100% pass in examination.


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My Profile


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Introduction to Service Operations

Guidance on achieving effectiveness and

efficiency in the delivery and support of

services.

Control and manage on day-to-day operation. Adapt and Adopt approach.

Service oriented approach to managing IT

Applications, Infrastructure and Processes.


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Developing Service Operation strategy

Corporate strategy

Customer driven

strategies

Developing corecompetencies

Competitive priorities

Product and ServiceDevelopment


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Service Operations Principles

Internal IT view versus External Business view.

Stability versus Responsiveness.

Quality of service versus Cost of service.

Reactive versus Proactive.


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Service Operation Performance

Be aware of Watermelon Reporting

Operational Health (based on VBF)

Communication

Routine Operational

communication. Communication between shifts.

Performance reporting.

Communication related tochanges , exceptions andemergencies.

Documentation


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Major Activities in Service Operation

Monitoring and Control

IT Operations

Mainframe Management

Server Management andsupport

Network Management

Storage and Achieve

Database administration

Directory Services Management

Desktop support


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Service Operation Processes

Event Management Monitor all events thatflows through IT Infrastructure and escalateEXCEPTIONS.

Incident Management Restore the services ASAP

to users. Problem Management Determine root cause

analysis and permanent fix.

Service Request fulfilment Advice,

Information, Access, Feedback and all minorrequest.

Access Management Granting Authorized userswith right access at the right level.


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Functions within Service Operation

Service Desk Local

Global

Virtual

Follow the Sun Technical Management

ApplicationManagement

IT OperationManagement IT operations control

Facilities Management


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Information Security Management in SO

Policy, standards and procedures to ensuresprotection of Organizations Data,Information, Assets and Infrastructure.

SO teams execute Policies and work closelywith the Information Security Team.

Policing and Reporting.

Technical assistance.

Operational security Control.

Security Governance.


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ISMS policies in Service Operation Use and misuse of IT policy Access control policy

Password policy

Email policy

Internet policy

Anti virus policy

Remote access policy

Information classification policy Asset disposal policy

Policy with regard to supplier access to

IT service, information and components


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Technology used in Service Operation

Dashboards

Reporting

Remote control

Integrated CMS

Self-help

Process Map

KEDB


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Leadership and Teams in SO

Commitment from TOP management

Stakeholder buy-in

Teams

Service Desk

Desktop support

Server support

Network support

Wintel

UNIX

Back up

Database

Mainframe


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Challenges in Service Operation

Lack of engagement with

Development and project

staff.

Justifying funds. Service Operations

activities are ongoing and

never ending.

Educating Service

management.


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Innovation in Service Operations

Continual Improvement,

not continuous

Increasing organization

capacity for innovation Identifying, evaluating and

exploiting new

technologies.

Portfolio management.


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Improvements in Service Operations

Plan Do Check Act PDCA

Cycle

CSI Register

CSFs and KPIs Metrics andMeasurement

SWOT Analysis

RACI Matrix Early acceptance of change

Change Emotional cycle


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ITIL SO Free Seminar

Documents

Transcript of ITIL SO Free Seminar