ITIL: Operational Support & Analysis Course 02 Introduction to Operational Support & Analysis

Transcription

1 ITIL: Operational Support & Analysis Course 02 Introduction to Operational Support & Analysis

2 Course Slide 1 Introduction to Operational Support & Analysis Topics Covered Learning Objectives Terms-to-know Service Operation Principles of OSA Summary Checkpoint

3 Topic Slide 2 Service Operation Topics Discussed Service Operation & the Service Lifecycle Managing Across the Lifecycle Purpose, Goals & Objectives Scope Value

4 Slide 3 SO & the Service Lifecycle Service Strategy Design, Development & Implementation Service Design Design & Development Service Transition Development & Improvement Service Operation (SO) Delivery & Support Continual Service Improvement Create & Maintain Value

5 Slide 4 Managing Across the Lifecycle Strategy Design Improve Event Management Incident Management Request Fulfillment Problem Management Access Management Service Desk Technical Management Operations Management Application Management Operation Transition

6 Slide 5 Purpose, Goals & Objectives of Service Operation Purpose Coordinate, support & manage services to agreed levels Goals Meet agreed service levels Objectives Coordinate processes & common activities Maintain confidence & customer satisfaction Minimize impact of outages Control service access

7 Slide 6 Scope of Service Operation Provided services Internal & external Service management processes Service Operation & other lifecycle processes Technology Managing technology that manages technology People Consumers of services Providers of services

8 Slide 7 Value of Service Operation Service Operation Upside visible value to the customer Downside funding, funding, funding & funding All lifecycle processes come together Service Strategy models service value Service Design designs, predicts & validates Cost of Service Service Transition realizes value Service Improvement optimizes service & process Improve Operation + Improve Transition + Operation + Improve Design + Transition + Operation + Improve Strategy + Design + Transition + Operation + Improve Value and the ITSM Lifecycle

9 Topic Slide 8 Principles of OSA Topics Discussed Principles of Service Operation Fundamentals of Service Operation Achieving Balance in Service Operation Providing Service Service Operation, Transition & Design Operation Health Communication Documentation

10 Slide 9 Fundamentals of Service Operation Provide value through Service Operation Optimize Service Operation performance Ongoing improvements Incremental improvements (long term) Processes Event Management manage event lifecycle Incident Management restore services Problem Management root cause analysis Request Fulfillment manage fulfillment lifecycle Access Management grant authorized users access to services Functions Service Desk single point of contact Technical Management technical skills Application Management manage application lifecycle IT Operations Management executes daily operational activities

11 Slide 10 The Principle of Service Operation Organizing Service Operation Balancing In Service Operation Internal vs. External view Stability vs. Responsiveness Quality vs. Cost Reactive vs. Proactive Service provision A culture of service Lifecycle involvement integral part of the lifecycle Assessing operational health timely intervention Communications up/down in/out Documentation key to a learning organization

12 Slide 11 Achieving Balance in Service Operation External view Services as experienced by users & customers Little or no appreciation of technological elegance Concerned with quality of service Internal view Used by IT to manage the delivery of services Functional technological segmentation Functional focus is maximizing its technology

13 Slide 12 Balancing Stability & Responsiveness Business needs change Demand outpaces the thought process New projects siphon resources from existing services Technology grab bag Disproportionate consumption of resources Take care of today don t worry about tomorrow Stable & available Technology Compliance Technology s gatekeeper As long as it works with the existing technology Drives toward a steady state

14 Slide 13 Balancing QoS & CoS Good, fast or cheap Pick any two Cheap is never the least expensive Over-delivering doesn t ensure quality Balance is optimization Bring quality in line with value of the service Note: value NOT cost Quality costs less early in the lifecycle And more later in the lifecycle

15 Slide 14 Balancing Reactive & Proactive Reactive organization waits for stuff to happen Firefighting is a way of life Heroes are revered Proactive organization constantly looking for improvement Fire prevention is a way of life Heroes are acknowledged Investigate what went wrong

16 Slide 15 Providing Service Service culture Needs met Business thrives Context for the delivery & support of IT services Service as a profession Recruiting & training Competencies in managing Technology Customers

17 Slide 16 SO & Other Lifecycle Stages Service Strategy Communicate current capability & costs Identify high impact of chosen strategies Identify operational risks Service Design Define IT Service objectives & performance criteria Link IT Service specification to performance Define operational performance requirements Map service & technology Service Transition Train on new services Review acceptance tests Participate in transition planning Participate in transition tasks Provide early life support Continual Service Improvement Ensure availability of operational data & validate Assess impact of proposed improvements Execute operational tasks supporting monitoring Identify & improvement opportunities

18 Topic Slide 17 OSA Summary Topics Discussed Summary Checkpoint

19 Slide 18 OSA Summary Purpose To deliver, support & manage services. Goals Agreed service levels met. Objectives Coordinate processes and common activities. Principles Scope Processes Balancing Internal vs. External view Stability vs. Responsive Quality vs. Cost Reactive vs. Proactive A culture of service Integral part of the lifecycle Internal & external Service Operation & other lifecycle processes Technology Technology that manages technology Consumers of services Providers of services Event Management Incident Management Request Fulfillment Problem Management Access Management Functions Service Desk, Technical Management, Operations Management, Application Management Value Service Operation brings all lifecycle processes together; Service Strategy service value modeled; Service Design Cost of Service (CoS) designed, predicted & validated; Service Transition realized value; and Service Improvement service & process optimization. Service Operation provides visible value to the customer, at the cost of ongoing funding requirements.

20 Slide 19 Checkpoint

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22 Review Questions: 1. Which of the following are characteristics of a service? 1. Enhances the performance of tasks 2. Ensures the lowest cost of delivery 3. Facilitates desired outcomes 4. Reduces the effects of constraints A. 1, 2, 3 & 4 B. 1, 3 & 4 C. 2 & 3 D. 1, 2 & 3 2. Which of the following statements is TRUE? 1. A function only has responsibility for a single process 2. Activities of a process can only be performed by the process owner's function A. 1 and 2 B. Only 2 C. Neither D. Only 1 3. What is the correct order in which to implement the IT Service Lifecycle? A. Service Strategy, Design, Transition, Operation & Continual Service Improvement B. Continual Service Improvement, Operation, Transition, Design & Strategy C. Service Support, then Service Delivery D. Implementation should be based on organizational capability and need 4. A partial list of the Service Operation processes would include: 1. Access, Event & Problem Management 2. Access, Incident & Service Desk Management 3. Incident, IT Operations, Request Fulfillment & Problem Management 4. Incident, Request Fulfillment & Application Management A. 1 Only B. 2 Only C. 2 & 3 Only D. 1 & 4 Only

23 5. Which of the following is TRUE? 1. A function is a structured set of activities designed to accomplish a specific objective 2. A process encompasses the people and automated measures that execute a defined process, an activity or a combination of processes or activities 3. A role is a set of connected behaviors or actions performed by a person, team or group in a specific context A. 1 Only B. 2 Only C. 3 Only D. 1, 2 & 3 6. Which of the following best describes how Operational Health can be determined? A. Can be determined by the continuous monitoring of every component of every IT Service B. Can be determined by giving full attention to all IT Services irrespective of monitoring results C. Can be determined by checking only the components of an IT Service D. Can be determined by checking a few important vital signs on devices and services 7. Good communication inside and outside of IT is based on which of the following principles? 1. Must have an intended audience 2. Must have an intended purpose 3. The intended audience has determined the need for the communication A. 1 & 2 Only B. 1, 2 & 3 C. 2 & 3 Only D. 1 Only

24 8. Which of the following would be examples of an IT organization that is too reactive in its behavior? 1. Similar Incidents seem to occur again and again 2. Services must be adjusted to work within existing parameters 3. Responds to incidents only after they are reported 4. Recovery options are over-planned and cost too much A. 1 Only B. 1 & 2 Only C. 1 & 3 Only D. 1 & 4 Only 9. Service Operation provides value to the business by: A. Ensuring IT Services are quickly restored B. Executing IT Service plans, designs and optimization and measuring the results C. Providing business user access to all IT Services D. Providing IT Services free of cost and risk to the business customer 10. The examples below are indicative of an extreme focus on what? 1. Escalating budgets 2. IT Services generally deliver more than is necessary for the business 3. Escalating demands for higher-quality services A. Quality B. Reactive C. Stability D. Cost

25 Answer Key: 1. B 1, 3 & 4 2. C Neither; a function may participate in multiple processes and processes may span multiple functional groups. 3. D Implementation should be based on organizational capability and need. 4. A 1 Only 5. C 3 Only 6. D Operational Health can be determined by checking a few important vital signs on devices and services. 7. B 1, 2 & 3 8. C 1 & 3 Only 9. B Executing IT Service plans, designs and optimization and measuring the results. 10. A All three examples are indicative of an extreme focus on quality.