004 ITIL V3 Service Operation - IT-IQ - Botswana

1 itil Version 3. Service Operation itil V3 Service Operation - P gina: 1 de 396. The itil Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement. itil V3 Service Operation - P gina: 2 de 396. I N D I C E. OGC's foreword .. 12. Chief Architect's foreword .. 13. Preface ..14. Contact information .. 14. Chief Architect and 15. itil authoring team .. 15. Mentors .. 15. Further contributions.

2 15. The itil Advisory Group .. 16. Reviewers .. 16. 1 Introduction ..17. Overview .. 18. 19. Service 19. Good practice in the public domain .. 19. itil and good practice in Service 21. Service Service Service Transition ..23. Service Operation ..24. Continual Service Improvement ..24. 26. 26. Chapter overview .. 27. 2 Service Management as a What is Service Management? .. 28. What are services ? .. 30. The value proposition .. 30. Functions and processes across the 31. Functions .. 31. 31. Specialization and coordination across the lifecycle .. 32. Service Operation 33.

3 Purpose/goal/objective .. 33. 33. Value to business .. 34. Optimizing Service Operation performance .. 35. Processes within Service 35. Event Management ..35. Incident and Problem Management ..35. Request Fulfilment ..36. Access Management ..36. Functions within Service 36. Service Technical IT operations Management ..37. Application Interfaces to other Service Management Lifecycle stages ..37. itil V3 Service Operation - P gina: 3 de 396. 3 Service Operation principles ..39. Functions, groups, teams, departments and divisions .. 40. Achieving balance in Service Operation .

4 42. Internal IT view versus external business view .. 42. Stability versus responsiveness .. 45. Quality of Service versus cost of Service .. 48. Reactive versus proactive .. 51. Providing 56. Operation staff involvement in Service Design and Service 57. Operational Health .. 58. Communication .. 60. Meetings .. 61. The operations Department, group or team meetings ..63. Customer meetings ..63. Documentation .. 64. 4 Service Operation processes ..65. Event Management .. 67. Purpose/goal/objective .. 67. 67. Value to business .. 68. Policies/principles/basic concepts.

5 69. Process activities, methods and techniques .. 70. Event occurs ..71. Event Event detection ..72. Event filtering ..72. Significance of events ..72. Event correlation ..74. Response Review Close event ..78. Triggers, input and output/inter-process 79. Information 80. Metrics .. 80. Challenges, Critical Success Factors and risks .. 81. Challenges ..81. Critical Success Risks ..82. Designing for Event Management .. 82. Instrumentation ..83. Error Event Detection and Alert Mechanisms ..84. Identification of thresholds ..84. Incident 86. Purpose/goal/objective.

6 86. 86. Value to business .. 86. Policies/principles/basic concepts .. 87. Incident Major Process activities, methods and techniques .. 89. Incident identification ..90. Incident Incident categorization ..92. itil V3 Service Operation - P gina: 4 de 396. Incident prioritization ..94. Initial diagnosis ..96. Incident escalation ..96. Note regarding Incident allocation .. 97. Investigation and Diagnosis ..97. Resolution and Recovery ..98. Incident Closure ..99. Rules for re-opening 100. Triggers, input and output/inter-process 100. Information 101. Metrics .. 102. Challenges, Critical Success Factors and risks.

7 103. Challenges ..103. Critical Success Risks ..103. Request Fulfilment .. 105. Purpose/goal/objective .. 105. 105. Value to business .. 106. Policies/principles/basic concepts .. 106. Request Models ..106. Process activities, methods and techniques .. 106. Menu Financial Other approval ..107. Fulfilment ..107. Triggers, input and output/inter-process 108. Information 108. Metrics .. 109. Challenges, Critical Success Factors and risks .. 109. Challenges ..109. Critical Success Risks ..110. Problem 111. Purpose/goal/objective .. 111. 111. Value to business .. 111.

8 Policies/principles/basic concepts .. 112. Problem Models ..112. Process activities, methods and techniques .. 112. Problem detection ..113. Problem logging ..114. Problem Problem Prioritization ..115. Problem Investigation and Diagnosis ..115. Raising a Known Error Problem resolution ..119. Problem Closure ..120. Major Problem Review ..120. Errors detected in the development Triggers, input and output/inter-process 121. Information 122. CMS ..122. Known Error Metrics .. 124. Challenges, Critical Success Factors and risks .. 125. Access 126. itil V3 Service Operation - P gina: 5 de 396.

9 Purpose/goal/objective .. 126. 126. Value to business .. 126. Policies/principles/basic concepts .. 127. Process activities, methods and techniques .. 127. Requesting Verification ..127. Providing rights ..128. Monitoring identity status ..129. Logging and tracking Removing or restricting rights ..130. Triggers, input and output/inter-process 131. Information 132. Identity ..132. Users, groups, roles and Service Metrics .. 134. Challenges, Critical Success Factors and risks .. 134. Operational activities of processes covered in other lifecycle phases .. 136. Change Management.

10 136. Configuration Management .. 136. Release and Deployment Management .. 137. Capacity 137. Capacity and Performance Monitoring ..137. Handling capacity- or performance-related incidents ..139. Capacity and performance trends ..139. Storage of Capacity Management Demand Management ..140. Workload Management ..140. Modelling and applications Capacity Planning ..141. Availability 142. Knowledge 144. Financial Management for IT services .. 144. IT Service Continuity Management .. 144. 5 Common Service Operation activities ..146. Monitoring and 149. 149. Monitor Control Loops.