Key Element Guide ITILยฎ Service Operation
Contents
Acknowledgements
1 Introduction
1.1 The ITIL service lifecycle
Figure 1.1 The ITIL service lifecycle
1.2 Service operation โ key element guide
1.2.1 Purpose and objectives of service operation
1.2.2 Scope
1.2.3 Value to business
1.3 Context
1.3.1 Service strategy
1.3.2 Service design
1.3.3 Service transition
1.3.4 Service operation
1.3.5 Continual service improvement
2 Service management as a practice
2.1 Services and service management
2.1.1 Services
2.1.2 Service management
2.1.3 IT service management
2.1.4 Service providers
2.1.5 Stakeholders in service management
2.1.6 Utility and warranty
2.1.7 Best practices in the public domain
2.2 Basic concepts
2.2.1 Assets, resources and capabilities
Figure 2.1 Examples of capabilities and resources
2.2.2 Processes
Figure 2.2 Process model
2.2.3 Organizing for service management
2.2.4 The service portfolio
2.2.5 Knowledge management and the SKMS
Figure 2.3 The service portfolio and its contents
2.3 Governance and management systems
2.3.1 Governance
2.3.2 Management systems
Figure 2.4 Plan-Do-Check-Act cycle
2.4 The service lifecycle
2.4.1 Specialization and coordination across the lifecycle
2.4.2 Processes through the service lifecycle
Table 2.1 T he processes described in each core ITIL publication
3 Service operation principles
3.1 Service operation fundamentals
3.1.1 Providing business value through service operation
3.2 Achieving balance in service operation
3.3 Providing good service
3.4 Operation staff involvement in other service lifecycle stages
3.5 Operational health
3.6 Communication
3.7 Documentation
3.8 Service operation inputs and outputs
4 Service operation processes
4.1 Event management
4.1.1 Purpose and objectives
4.1.2 Scope
4.1.3 Value to business
4.1.4 Policies, principles and basic concepts
4.1.5 Process activities, methods and techniques
Figure 4.1 The event management process
4.1.6 Triggers, inputs, outputs and interfaces
4.1.7 Critical success factors and key performance indicators
4.1.8 Challenges and risks
4.2 Incident management
4.2.1 Purpose and objectives
4.2.2 Scope
4.2.3 Value to business
4.2.4 Policies, principles and basic concepts
4.2.5 Process activities, methods and techniques
Figure 4.2 Incident management process flow
Figure 4.3 Example of an incident-matching procedure
4.2.6 Triggers, inputs, outputs and interfaces
4.2.7 Critical success factors and key performance indicators
4.2.8 Challenges and risks
4.3 Request fulfilment
4.3.1 Purpose and objectives
4.3.2 Scope
4.3.3 Value to business
4.3.4 Policies, principles and basic concepts
4.3.5 Process activities, methods and techniques
Figure 4.4 The request fulfilment process
4.3.6 Triggers, inputs, outputs and interfaces
4.3.7 Critical success factors and key performance indicators
4.3.8 Challenges and risks
4.4 Problem management
4.4.1 Purpose and objectives
4.4.2 Scope
4.4.3 Value to business
4.4.4 Policies, principles and basic concepts
4.4.5 Process activities, methods and techniques
Figure 4.5 The problem management process
4.4.6 Triggers, inputs, outputs and interfaces
4.4.7 Critical success factors and key performance indicators
4.4.8 Challenges and risks
4.5 Access management
4.5.1 Purpose and objectives
4.5.2 Scope
4.5.3 Value to business
4.5.4 Policies, principles and basic concepts
4.5.5 Process activities, methods and techniques
Figure 4.6 Access management process
4.5.6 Triggers, inputs, outputs and interfaces
4.5.7 Critical success factors and key performance indicators
4.5.8 Challenges and risks
5 Organizing for service operation
5.1 Functions
5.1.1 Service desk function
5.1.2 Technical management function
5.1.3 IT operations function
5.1.4 Application management function
Figure 5.1 Application management lifecycle
5.2 Roles
5.2.1 Generic service owner role
5.2.2 Generic process owner role
5.2.3 Generic process manager role
5.2.4 Generic process practitioner role
5.2.5 Event management roles
5.2.6 Incident management roles
5.2.7 Request fulfilment roles
5.2.8 Problem management roles
5.2.9 Access management roles
6 Implementing service operation
6.1 Managing change in service operation
6.2 Service operation and project management
6.3 Assessing and managing risk in service operation
6.4 Operational staff in service design and transition
6.5 Planning and implementing service management technologies
7 Challenges, risks and critical success factors
7.1 Challenges
7.2 Risks
7.3 Critical success factors
8 Key messages and lessons
9 Related guidance
9.1 Risk assessment and management
9.2 ITIL guidance and web services
9.3 Quality management system
9.4 Governance of IT
9.5 COBIT
9.6 ISO/IEC 20000 service management series
9.7 Environmental management and green/sustainable IT
9.8 Programme and project management
9.9 Skills Framework for the Information Age
9.10 Carnegie Mellon: CMMI and eSCM framework
9.11 Balanced scorecard
9.12 Six Sigma