ITIL Service Operation Ver-1.2

ITIL® Service Operation
Course Name : ITIL Service Operation

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Version : INVL_ITILSO_CW_01_1.2
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Course ID : ITSM – 110
2
About Invensis Learning
Invensis Learning is a pioneer in providing globally-recognized certification training courses for

individuals and enterprises worldwide. Our training methodology coupled with high-quality courseware
has enabled organizations to achieve high-impact learning with increased knowledge, competence, and
performance. We offer courses in various categories such as IT Service Management, Project
Management, IT Security and Governance, Quality Management, Agile Project Management, DevOps,
and Cloud Courses. Invensis Learning certification training programs adhere to global standards such as
PMI, TUV SUD, AXELOS, ISACA, DevOps Institute, and PEOPLECERT.
Module 1- Introduction
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Service Operation - Introduction

5
This training
Targeted at the
individuals who
have attained ITIL
Foundation
Enable individuals
Develop a deep to contribute to on
understanding going service
of RCV improvement
Preparation
for the examination
6
Course Objectives
 Introduction to Service Operation
 Service Operation Principles
 Management and Control of activities
 Service Operation Activities
 Organizing Service Operation
 Control of Service Operation technology
 Challenges, Critical Success Factors and Risks

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What we want from you is to …
 Get involved
 Ask questions
 Share experiences
 Keep an open mind
 Have fun!
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What is IT Service Management?

 IT Service Management definition :
• “A set of specialized organizational capabilities for providing value to customers in the form of services.”
 A professional practice supported by knowledge, experience and skills, focusing on a service-

oriented approach.
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Concept of Service and Value

What is a Service?
 “A service is a means of delivering value to customers by facilitating outcomes customers want to

achieve without the ownership of specific costs and risks.
UTILITY
Performance supported? T/F
OR
Constraints removed?
Fit for purpose?
AND Value-created
Available enough? T/F

Fit for use?
Capacity enough?
AND
Continuous enough? T/F T: True
F: False
Secure enough?
WARRANTY
Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

10
Combined Effects of Utility and Warranty
Low Impact on Business

High outcomes but with high
certainty
(Unbalanced Value)
Warranty
High Impact on Business

outcomes but with low
certainty
(Unbalanced Value)
Low
Low Utility High

11
What is a Process?
Process Control
Process Process
Owner Goal
Quality Parameters,
Key Performance
Indicators
Process Execution
Output (Including
Input (Including Specifications)
Activities &
Specifications) Sub-processes
Process Enablers
Resources/ Roles
Capabilities

12
Organizing IT Service Management – Process Definition

 Process definition:
• “A set of coordinated activities combining and implementing resources and capabilities in order to produce an
outcome, which directly or indirectly, creates value for an external customer or stakeholder.”
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Characteristics of a Process
 They are measurable
 They have specific results
 They deliver primary results to customers
 They respond to a specific event

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 Realization of strategic objectives
 Provision of stable services
 Deliver value to the customer

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Purpose and Objectives

 Day-to-day operation of services
 Manage services at agreed levels
 Management of technology for service delivery
 Monitor performance, assess, metrics and gather data

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Scope
 The Services
 Service Management processes
 Technology
 People
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Processes
 Event Management
 Incident Management
 Problem Management
 Request Fulfillment
 Access Management
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Functions
 Service Desk
 Technical Management
 IT Operations Management
 Application Management
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Value to the Business

 Reduce unplanned labor and costs
 Reduce the duration and frequency of service outages
 Provide operational results and data
 Meet the goals and objectives of the organization’s security policy
 Provide quick and effective access to standard services
 Provide a basis for automated operations

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ITIL 2011 Qualification Schema

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Exam
Examination Format: Multiple Choice, Scenario-based
Number of questions: 8
Graded scoring marking method
Pass Score: 28/40 or 70%
Delivery: Online or Paper based examination through an Accredited Training Organization
Exam Duration: Maximum 90 minutes for all candidates
Open/Closed Book: Closed Book

22
Introduction Summary
 Service Operation (SO) objectives
 What is IT Service Management
 Concept of Service and Value
 What is a process
 Organizational structure
 SO introduction
 SO Processes/Functions
 Value to the business

Module 2
Principles
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Service Operation - Principles

25
Service Operation
 Responsible for executing and performing processes that -
• Optimize the cost and quality of services
• Enabling the business to meet its objectives
 Responsible for –
• Effective functioning of components that support services
• Execution of operation control activities to manage and deliver services
• Delivering services efficiently and at acceptable cost
• Delivering services within prescribed service levels
• Maintaining user satisfaction with IT services

26

 The Organization
 Achieving balance
 Providing service
 Involvement with Design and Transition
 Operational health
 Communication
 Documentation
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Organization Definitions (1/2)

 Function
• Logical concept referring to people and automated measures executing a defined process or activity
 Group
• Non-formal organization structure grouping together people who perform similar activates
 Team
• Formal organization structure containing people together who work to achieve a common objective
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Organization Definitions (2/2)

 Department
• Formal organization structure existing to perform specific activities, with a hierarchical framework
 Division
• A number of departments grouped together, often self-contained
 Role
• A set of linked behaviors or actions performed by a person, team or group
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Achieving Balance
 Service Operation is more than just the repetitive execution of a standard set of procedures or
activities
 IT needs to deliver agreed levels of service

• This creates a conflict between maintaining the current operational state and adapting to changes in the
business and technology
 Conflicts of balance
• Internal IT view versus external business view
• Stability versus responsiveness
• Quality of service versus cost of service
• Reactive versus proactive

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Internal IT View vs. External Business View
An Organization here An Organization here

is out of balance and quite balanced but
is in danger of not tends to under-deliver
meeting business on promises to the
requirements business
Extreme Focus Extreme Focus

on Internal on External

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Internal IT View vs. External Business View
Extreme internal focus Extreme external focus
Performance and management of IT Achieving high levels of IT service

Primary Focus infrastructure devices, systems and staff, performance with little regard to how it
with little regard to the end result on the is achieved
IT service
Focus on technical performance without Focus on external metrics without

showing what this means for services showing internal staff how these are
Metrics Internal metrics (e.g. network uptime) derived or how they can be improved
restored to the business instead of Internal staff are expected to devise
service performance metrics their own metrics to measure internal
performance
High consistency of deliver, but only Poor consistency of delivery

delivers a portion of what the business ‘IT consists of good people with good
Customer/User Experience needs Prefers to have standard set of intentions, but cannot always execute’
services for all business units Reactive mod of operation Prefers to
deliver customized services upon
request

32
Quality vs. Cost
An Organization here is An Organization here is quite

out of danger of losing balanced, but may tend
service quality because to overspend to deliver higher
of balance and is in of levels of service than are
heavy cost cutting strictly necessary
Extreme focus Extreme focus

on cost on quality

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Quality vs. Cost
Extreme focus on quality Extreme focus on cost
Primary Focus Delivering the level of quality demanded by Meeting budget and reducing costs
the business regardless of what it takes
Escalating budgets IT services generally IT limits the quality of service based on

deliver more than is necessary for business their budget availability
Typical problems
success Escalating demands for higher- Escalation from the business to get
experienced
quality services more service from IT
Use of more support resources and other
services assets than necessary to fulfill
service demands.
IT usually does not have a method of Financial reporting is done purely on

Financial management communicating the cost of IT services. budgeted amounts. There is no way of
Accounting methods are based on an linking activities in IT to the delivery of
aggregated method (e.g. cost of IT per user) IT services

34
Reactive vs. proactive
An Organization here is out An Organization here is quite

of balance and is not able to balanced, but tends
effectively support the to fix services that are not broken,
business strategy resulting in higher levels of change
Extremely Reactive Extremely

Proactive

35
Stability vs. Responsiveness
An organization here is
out of balance and is in An organization here is
danger of ignoring out of balance and is in
changing business danger of over-spending
requirements on changes
Extreme
Extreme focus on focus on
stability responsiveness

36
Stability vs. Responsiveness
Extreme focus on stability Extreme focus on responsiveness
Technology Developing and refining standard Output to the business

Primary Focus IT management techniques and processes Agrees to required changes before
determining what it will take to deliver
them
Typical problems IT can demonstrate that it is complying with IT staff are not available to define or
experienced SOPs and operational level agreements execute routine tasks because the are
(OLAs), even when there is clear busy on projects for new services
misalignment to business requirements
Growth strategy based on analyzing existing Technology purchased for each new
Technology growth demand on existing systems business requirement
strategy New services are resisted and business units Using multiple technologies and
sometimes take ownership of ‘their own’ solutions for similar solutions, to meet
systems to get access to new services slightly different business needs

37
Providing Service
 Service Operation Staff
• There to provide service
• Have to be responsive to requirements
• Act in a polite and professional manner
• Provision of supportive training
 Critical Element – recruitment of customer-facing staff to manage customer relationships

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Operational Health
 IT infrastructure is like a human body, it has vital signs that can be monitored
 Define the critical “vital signs” on devices or services that deliver VBF
 Conduct health checks at regular intervals
 Consider “self healing systems”

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Communication
 Good communication is needed between all IT staff and with users/customers/partners
 Issues can often been prevented or avoided through the right type communication
 All communication should have:

• Intended purpose and/or resultant action
• Clear audience, who should be involved in deciding the need/format
 Communication is important in all lifecycle stages

40
Documentation
 IT Operations Teams will create and maintain relevant IT documentation
• Process manuals
• Technical procedure manuals
• Maintenance documents
• Planning documents
• Work instructions for tools

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Principles summary
 The organization
 Achieving balance
 Providing service
 Involvement with Design and Transition
 Operational health
 Communication
 Documentation
42
To know more about our ITIL Service Operation

Certification Training, please visit
www.invensislearning.com
43
CONTACT INVENSIS LEARNING
Email Us:
support@invensislearning.com
USA +1-910-726-3695 | IND +91-96-2020-0784
UK +44 2033-223-280 | Germany +49 2119-5987-989
Switzerland +41-22-518-2042 | Hong Kong +852-5803-9039
www.invensislearning.com
© Copyright 2018 Invensis Learning. Invensis® is a registered trademark of Invensis Technologies Pvt Ltd.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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ITIL® Service Operation

Course Name : ITIL Service Operation

Invensis Learning is a pioneer in providing globally-recognized certification training courses for

Service Operation - Introduction

Service Operation - Introduction

Service Operation - Introduction

 Service Operation Principles

 Management and Control of activities

 Service Operation Activities

 Organizing Service Operation

 Control of Service Operation technology

 Challenges, Critical Success Factors and Risks

Service Operation - Introduction

What we want from you is to …

 Keep an open mind

Service Operation - Introduction

What is IT Service Management?

 A professional practice supported by knowledge, experience and skills, focusing on a service-

Service Operation - Introduction

Concept of Service and Value

 “A service is a means of delivering value to customers by facilitating outcomes customers want to

Performance supported? T/F

Fit for purpose?

Available enough? T/F

Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

Service Operation - Introduction

Combined Effects of Utility and Warranty

Low Impact on Business

High Impact on Business

Low Utility High

Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

Service Operation - Introduction

Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

Service Operation - Introduction

Organizing IT Service Management – Process Definition

Service Operation - Introduction

 They have specific results

 They deliver primary results to customers

 They respond to a specific event

Service Operation - Introduction

 Realization of strategic objectives

 Provision of stable services

 Deliver value to the customer

Service Operation - Introduction

Purpose and Objectives

 Manage services at agreed levels

 Management of technology for service delivery

 Monitor performance, assess, metrics and gather data

Service Operation - Introduction

 Service Management processes

Service Operation - Introduction

Service Operation - Introduction

Service Operation - Introduction

Value to the Business

 Reduce the duration and frequency of service outages

 Provide operational results and data

 Meet the goals and objectives of the organization’s security policy

 Provide quick and effective access to standard services

 Provide a basis for automated operations

Service Operation - Introduction

ITIL 2011 Qualification Schema

Copyright 2011 AXELOS Limited. Reproduced under License from AXELOS

Service Operation - Introduction

Graded scoring marking method