Service Operations and the overall ITIL® Lifecycle

1. Principles and objectives

2. Functions and common activities

3. How Service operation creates business value

4. Challenges, critical success factors and risks

Balancing Conflicting Goals

1. Internal IT vs. external business view

2. Stability vs. responsiveness

3. Quality of Services (QoS) vs. cost of services

4. Reactive and proactive activities

Core Service Operation Processes

1. Primary ITIL® processes within Service Operation

2. Event management: Active and Passive Monitoring

3. Restoring normal service through Incident Management

4. Request fulfillment

5. Managing Problems with Root Cause Analysis

6. Access Management

Operational Activities of other ITIL® Processes

1. Change, Configuration and Release Management

2. Capacity and Availability Management

Common Service Operation Activities

1. Monitoring and Control of IT Operations

2. Detecting the status of services and CIs

3. Taking appropriate corrective action

4. Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the Infrastructure

1. Mainframe, Server and Network Management

2. Storage and database management

3. Managing directory services and desktop support

4. Facilities and datacenter management

5. Managing IT security in service operations

6. Improving operational activities

Operational aspects of processes from other lifecycle phases

1. Change, configuration and release

2. Availability

3. Capacity

4. Service continuity

Organizing for Service Operation/Mapping Service Operation functions to activities

1. Roles and responsibilities

2. Understanding the organizational context

Service Operation structure

1. Service Desk

2. Technical Management

3. IT Operations Management

4. Application management

Key functions of the Service Desk

1. Logging incidents and requests

2. First-line investigation and diagnosis

3. Managing the lifecycle of incidents and requests

4. Keeping users informed

Structuring the Service Desk

1. Local vs. centralized

2. The virtual service desk

3. Follow-the-sun operation

Technology Related Issues

1. Technology, tools and expertise requirements

2. Defining architecture standards

3. Involvement in the design and build of new services and operational practices

4. Contributing to Service Design, Service Transition and Continual Service Improvement projects

5. Evaluating change requests

6. Matching technology to the organizational situation

Implementation Challenges and Risks

1. Managing change in service operations

2. Service operation and project management

3. Assessing and managing risk

4. Operational staff in design and transition

5. Planning and implementing service management technologies