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Service Operation Part I

In This Lesson

Service Operation The Service Desk Technical Management Application Management IT Operations Management The Importance of Communications Key Terms

Service Operations Purpose

The purpose of the service operations phase of the lifecycle is to coordinate and carry out the activities required to manage services at agreed levels to business users and customers. The staff involved in service operations should have the processes and tools in place that allow them to have an overall view of service delivery (rather than the components such as hardware, networks, and software applications that make up services).

Objectives of Service Operations

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

Scope of Service Operations

The services themselves
The activities that form part of the service are included in service operations 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 in Service Operations (these may include processes from other lifecycle phases)

Management of the infrastructure required to deliver services

Failure to manage the people dimension will result in service management failures

The Value of Service Operations to the Business

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

Balance in Service Operations

Dealing with Opposing Views Internal IT view not equally focused on the business Stability if too narrowly focused, could miss opportunities for innovation Service cost cost cutting could lead to reduced quality of service External business view may tend to miss delivery commitments Responsiveness potential to overspend on change Service quality potential to overspend on quality when unnecessary

Proactive loss of stability

Reactive potential to discourage investment in proactive management

The Service Desk

Goals and objectives:

To support the agreed to IT service provision by ensuring the accessibility and availability of the IT organization and by performing various supporting activities
To act as a single point of contact for all user incidents, requests, and general communication To restore normal service operation as quickly as possible in the event of disruption To improve user awareness of IT issues and to promote appropriate use of IT services and resources To assist other IT functions by managing user communication and escalating incidents 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

Service Desk structures

Local Service Desk is co-located within or physically close to the user community it serves



Improved communications Local knowledge Cultural knowledge and communications Visibility

Higher costs for replicated infrastructure Less knowledge transfer Inconsistent service levels and reporting Too centrally focused on local issues

The Service Desk

Service Desk structures

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



Reduced operational costs Improved usage of available resources Consistent call handling Improved ability to share knowledge Simplicity for users to contact help desk

Potential higher costs for managing 24x7 environment or different time zones Lack of local knowledge Possible gaps in language and culture Higher risk (single point of failure), in case of power loss or other physical threat

The Service Desk

Service Desk structures

Virtualized Service Desk is where staff are in many locations but appear to the users to be a single team



Global support 24x7 support in multiple time zones Reduced operating costs Improved usage of resources More effective staff matching to call types

Initial implementation costs Lack of consistency of service and reporting Less effective for monitoring staff Staff disconnection

The Service Desk

Service Desk structures Follow the Sun Service Desk combines two or more geographically dispersed service desks to provide 24 hour service. This is a variant of the virtual service desk approach.



Global support 24x7 support for multiple time zones Improved quality of service Improved customer satisfaction Improved knowledge sharing and visibility

Higher operating costs Higher technology costs Language challenges

The Service Desk

Service Desk additional considerations

Number of calls Time to resolve Customer satisfaction survey results Resolution level Self help usage

Skills Outsourcing

Technical Management

Technical management is the function responsible for providing technical skills to manage and support 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

Technical Management

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

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 are delivered effectively Speedy diagnosis and response to service disruptions

Application Management Roles and Responsibilities

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 Lifecycle

What steps are associated with the application lifecycle?

Requirements Design Build Deploy Operate Optimize

Application Development vs. Application Management

Application Development Nature of activities Scope of activities
One-time set of activities to design and construct application solutions

Application Management

Primary focus Management mode Measurement

Ongoing set of activities to oversee and manage application throughout their entire lifecycle Peformed for all applications, whether Performed mostly for applications purchased from third parties or developed in house developed in hosue Both utility and warranty focused; Utility foucs; building functionality for their what the functionality its as well as customer; what the application does is hot it is delivered; stability and more important than how it is operated performance Most development work done in projects Most work is done by repeatable where focus is on delivering specific units of ongoing processes work Staff rewarded for consistency and for Staff rewarded for creativity and preventing unexpected events and completion unauthorized functionality Development projects are relatively easy to Ongoing management costs are often quantify and expenses linked to specific mixed in with costs of other IT services applications or IT services because resources are shared Staff focused on development lifecycles Staff involved in ongoing management which highlight dependencies for successful typically only control one or two operation but do not assign accountability stages of these lifecycles - operations for these and improvement



IT Operation Management

IT Operation Management
The function within an IT Service Provider which performs the daily activities needed to manage IT Services and the supporting IT Infrastructure Includes IT Operations Control and Facilities Management

Goal of IT Operation Management

To perform IT's day-to-day operational activities

Maintain stability of organizations processes and activities Regular evaluation and improvements aimed at improved service and reduced costs Timely diagnoses of operational issues

The Importance of Communications

Service Operation and Communications

Routine operational communications Communications between shifts Performance reporting Communication in projects Communication related to changes Communication related to exceptions Communication related to emergencies Training on new or customized processes and service designs Communication of strategy, design, and transition to service operations teams

Crown copyright 2013 Reproduced under license from the Cabinet Office

Key Terms
Term Definition


People or roles and measures that execute a defined process, activity, or both
The single contact point between the service provider and end users Any day-to-day management of a service, system, or CI Management of IT services for delivery and support Refers to availability of IT infrastructure

Service desk

Operation Service operation Stability

What We Covered Service Operation The Service Desk Technical Management Application Management IT Operations Management The Importance of Communications Key Terms