Service Operations Management

Welcome to the Seminar VIVEK PARTHAS

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My Profile
A Certified ITIL EXPERT with 8+ years experience of working in an 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, Escalation Management, Service Desk operations etc. Proven skills in Implementing Incident Management, Problem Management, Change Management, Service Desk for an organization based on the best practise. Experience in leading and consulting for implementation of best practise, methodologies and Certificate standards like ITIL V3 2011.
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My Profile
Proven expertise in operational service delivery management for mission 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 desire to own issues through to resolution. Manage operations of Process Quality Analysis (PQA)team and Shift Support Team (SST). Certified trainer with ITIL proficiency in handling batches at varied levels at 100% pass in examination.

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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 core competencies Competitive priorities Product and Service Development

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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 to changes , exceptions and emergencies. Documentation

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Major Activities in Service Operation

Monitoring and Control IT Operations Mainframe Management Server Management and support Network Management Storage and Achieve Database administration Directory Services Management Desktop support
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Service Operation Processes

Event Management Monitor all events that flows through IT Infrastructure and escalate EXCEPTIONS. 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 minor request. Access Management Granting Authorized users with right access at the right level.
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Functions within Service Operation

Service Desk
Local Global Virtual Follow the Sun

Technical Management Application Management IT Operation Management

IT operations control Facilities Management
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Information Security Management in SO

Policy, standards and procedures to ensures protection of Organizations Data, Information, Assets and Infrastructure. SO teams execute Policies and work closely with 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 and Measurement SWOT Analysis RACI Matrix Early acceptance of change Change Emotional cycle
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 2013 Adept Technology. All rights reserved.

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 2013 Adept Technology. All rights reserved.

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