ITIL : Service Operation (SO)

1) day to day management of operations
2) provide and support services
3) meet business needs
4) carry out operation at agreed SLA
5) effective and efficient mechanism to deal with request, event, incidents and problems.

Scope: processes
1) Incident Management
2) Event Management
3) Request fulfillment
4) Problem Management
5) Access Management

Scope: functions - Service Desk, Technical Mgmt, IT Operations Mgmt, Application Mgmt

SO - communicates to customers/suppliers/other service management processes

Event - any detectable occurence that has significance for the mgmt of the IT Infra that might cause impact to the services.
Alert - a warningn threshold has been reached. Something has change or a failure has occured.
Service request - a request from user for information, change or access to a service.
incident - an unplanned interruption to an IT service.
workaround -a temporary solution/way of overcoming issues (incident/probs).

Service Desk provides SPOC - single point of contact on a day to day basis.
The service desk is the owner of any incident~

Service Desk has 3 types of organizational structure
a) Local
b) Centralized
c) Virtual - needs a service knowledge management system that is used by all locations.


Processes

Event management
- a basis of operational monitoring and control.
-automating routine operations management activities
-compares performance and behaviour against design standards and SLAs
-basis of service assurance & reporting and service improvement

Incident management
-restore normal service operations asap
-minimize effect on business operations
-ensure service quality and availability maintained

Request Fulfillment
-handle request and deliver
-standard change request
-address complaints and comments and provide info
-responsible for low risk, low cost and frequent occuring changes

Problem Management
-problem - unknown root cause of one or more error
-workaround - a temporary way of overcoming technical issues
-known error - problem that has a documented root cause and a workaround
-known error db (KEDB) - database containing all known error
-problem model -a way defining the steps to be taken to handle incidents by a known error or an error.

Access Management
-give permission to users to access certain things
-access
-identity
-service/service group
-directory services