Introduction and Overview

• Service Management as a practice
• The Service value proposition
• The role of Operational Support and Analysis processes in the lifecycle
• How Operational Support and Analysis supports the Service Lifecycle

Core Service Operation Processes

Event Management

• The purpose, goal and objectives of Event Management
• Explaining triggers
• Using metrics to check effectiveness and efficiency
• Employing active and passive monitoring tools

Incident Management

• Managing the incident lifecycle
• Interaction with design services
• Incident Management involvement on Information Management

Request Fulfillment

• Scope of the processes
• Dealing with service requests from users
• How metrics can verify effectiveness and efficiency of the Request Fulfillment process

Problem Management

• Managing the lifecycle of problems
• Value to the business and the Service Lifecycle
• Triggers, input and output to other processes

Access Management

• Policies, principles and basic concepts
• Managing authorised user access
• Executing Security and Availability Management policies
• Challenges and critical success factors
• Establishing metrics to ensure process quality

Common Service Operation Activities

• Mainframe, server and network management
• Storage, database services and directory services
• Desktop support and middleware
• Internet/Web, facilities management and information security

Service Desk

• Establishing the Service Desk objectives
• Organisational structures and staffing options
• Providing a single point of contact
• Measuring effectiveness and efficiency
• Impact of Service Desk on customer perception
• Reasons and options for outsourcing the Service Desk

Technical Management

• Role and objectives
• Organisation structure
• Balancing skill levels, utilisation and cost
• Metrics and documentation

IT Operations Management

• Performing ongoing management and maintenance
• Turning plans into action
• Building repeatable, consistent actions

Application Management

• Role, objectives and principles
• Identifying functional and management requirements
• Generic activities and organisation
• Design and deployment
• Support and improvement
• Metrics and documentation

Organising Service Operations

Roles and responsibilities

• Service desk and technical management
• Operations and applications management
• Event, incident and request fulfillment
• Problem and access management

Service Operation organisation

• Options for organising: technical specialties, activities, processes, geographies
• Hybrid Service Operation organisation structures

Technology and Implementation Considerations

• Generic requirements and evaluation criteria
• Managing change in Service Operations
• Planning and implementing Service Management technologies
• Assessing and managing risk