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BCIS 5520
IT Service Management
Service Operations (Part 1)
Class 10.01
Spring 2016
Dr. Becker
Class 11: Service Operations: NEXT
• Class #11 –(4/6; click here)
• Readings:
▫ Foundations of ITSM based on ITIL v3, Jan von Bon
(JVB)
 Chapter: 6 Service Operations
 Foundations in ITSM (ITIL v3 Foundations Course in a
Book), Orand & Villarreal (O&V)
 Chapters: 8-9 Service Operations Overview & Processes
 Other Materials
 Class Handouts & Readings

• Homework 7A (100 pts): Pre-Final Project DRAFT
(in lieu of a Paper Reviews) MUST COMPLETE!
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2016 Project Topics DRAFT
1.
Curran, Kevin: “ITSM/ITIL Risk related to Security”
2.
Gill, Manrajdeep, “ITSM/ITIL Service Transition Issues: Service
Catalogs & CMDBs”
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Term Paper & Presentation
Project (400 pts.)
The subject of the paper should be relevant to the management of information assets and can be based on one of the
topics covered in class, mentioned in your textbook, or any other topic relevant to IT Service Management.
I. Introduction to topic. Title and statement of the topic (100 to 250 words). The topic statement should be in
paragraph rather, rather than outline, form. Answer the question: Why should we care about your topic? Use outline
form for rest of the paper when appropriate.
II. Key Issues (KIs) for management of topic. Answer the question: To what things (i.e., nouns) must you pay
attention in order to be successful at managing topic? You cannot have more than 10 or fewer than 5 KIs, preferably 6
to 8. NOTE: These MUST lead to the definition of CSFs in V. below
III. Model/framework/theory/taxonomies. Answer the question: What concepts, paradigms, approaches, etc.
are there to help us understand and/or organize the subject matter?
IV. Primary content -- Cover the subject matter – Provide management with the “how to do it” details. Ideally
the content of section III and/or II provides you with a way to organize this section into several sub-headings. Case
examples could go here too. Put longer cases, and supporting materials which cannot be easily cited in the References
section into the Appendix.
V. Critical success factors (CSFs) for successful management of this area. Answer the question: What things
must be done right in order to be successful at managing this? Ideally this section links back to
section II’s KIs. Section V's CSFs should serve as your conclusions and summary section; but, if necessary, include
a separate section before this one to deal with additional conclusions. You cannot have more than 10 or fewer than 5
CSFs, preferably 6 to 8.
VI. References. [Not included in word counts]
VII.Appendix. [Not included in word counts] Include PowerPoint Presentation Slides here. Copies of
important references; website materials; and figures and tables not included in main body of report.
•
•
Proposal (25 pts.. 400-750 words) due: Feb 19th
Paper (325 pts.; 3000-5000 words) & Presentation (50 pts.; slides) due: April 30th
Class 10: Service Operations (Part 1)
• Class #10 –(3/30; click here)
• Readings:
▫ Foundations of ITSM based on ITIL v3, Jan von Bon
(JVB)
 Chapter: 6 Service Operations
 Foundations in ITSM (ITIL v3 Foundations Course in a
Book), Orand & Villarreal (O&V)
 Chapters: 8-9 Service Operations Overview & Processes
 Other Materials
 Class Handouts & Readings
 Homework #6A: Service Management Operations or
Service Desk Operations
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ITIL ITSM Lifecycle: Operations
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
Service Operations -- Miscellaneous
• McLean CIO Leadership Model
• Alternative Service Operations Frameworks for
Help Desks (2012 Student Projects):
▫ Case-based Reasoning Models (CBR); Nintzel
▫ Help Desk Metrics – 3 dimensional model (level,
silo, where/how displayed); Garrison
▫ Help Desk Costs and Benefits. Strategic
automated approach.; Z. Mohammed
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Service Operations – DICE Mode
• Assessing Likelihood of Success of an ITIL
implementation or Improvement Effort
▫ Model developed by: Harold L. Sirkin, Perry Keenan
and Alan Jackson (study of 225 companies)
▫ Determined common denominators of successful
organizational behavior change
▫ DICE:




Duration – length of time between project reviews (months)
Integrity – Extent to which organization can depend on team
Commitment – Senior Mgt & Stakeholder Commitment
Effort – Estimate of additional time & effort above normal jobs
to make the change (%)
Service Operations Overview
• Service Operations Purpose
▫ Deliver Value to the Customer
▫ Coordinate and perform activities and prcesses required
to deliver and manage services in accordance with SLAs
• Service TransitionPackage main input  to
Service Operations
• Key Concepts
▫ Communication is key
▫ Operations Balance
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Service Operation Main Functions
1.
2.
3.
4.
Service Desk
Technical Management
Application Management
IT Operations Management
Service Operations Key Concepts
• Balance
▫
▫
▫
▫
Internal and External Views
Stability vs. Responsiveness
Cost vs. Quality
Reactive vs. Proactive
• Key to Effectiveness – Manage SLAs
▫ Customer Expectations through carefully crafted
SLAs
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9.0. Service Operations:
The Basic Processes
• Objective: Deliver value to the customer
through effective management of all service
operations.
• BIG 5 Processes:
1. Event Management
2. Incident Management
3. Request Fulfillment
4. Problem Management
5. Access Management
9.1 Event Management Process
•
Definition:
▫
A change of state which has significance for the
management of a CI or IT Service:

•
Notifications of Regular Operations activities;
Unusual events; and Exceptions
Activities
1.
2.
3.
4.
5.
6.
7.
Event Detection
Event Filtering
Significance
Event Correction
Review
Close Event
Response Selection
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9.2 Incident Management
• Definition:
▫ An unplanned interruption (error!) to an IT
service or a reduction in the quality of service
• Purpose
▫ To ensure that the service is restored as quickly as
possible
• Levels of Support (Operational Level Agreements)
1. Tier-1: First-level support (80% of all incidents)
2. Tier-2: Second-level; higher technical skills
3. Tier-3: Third-level; specialized expert-level skills
9.3 Request Fulfillment
• Definition:
▫ A “personal” request from a user for
information or advice or for a Standard Change or
access to an IT Service
• Purpose
▫ Manage requests from users to ensure they are
addressed in a timely manner in accordance with
SLAs and OLAs
• Key Point
▫ Request Models are established to automate
common user requests
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9.4 Problem Management Process
• Definition
▫ Responsible for eliminating errors from the
environment and reducing the incident volumes
experienced by the users
• Purpose
▫ Prevent Incidents from occurring, as well as
minimizing the impact of incidents that cannot be
prevented
• Key Points
▫ Establish Known Error Databases (KEDB)
Problem Mgt: Tools and Techniques
• Workarounds
▫ Chronological Analysis
 Follow the sequence of events that got us here!
▫ Pain Value Analysis
 What is the overall “pain” of this problem
▫ Kepner and Tregoe
▫ Brainstorming
▫ Ishikawa (Fishbone) Diagrams
 Root cause analysis
▫ Pareto Analysis (80-20 rules)
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Problem Management Activities
•
•
•
•
•
•
•
•
•
Detection
Logging
Categorization
Prioritization
Investigation & Diagnosis
Deploying Workarounds
Raising and Known Error Record
Problem Resolutions
Closure
9.5 Access Management
• Definition
▫ The level and extent of a service’s functionality or
data that a user is entitled to
• Purpose
▫ To provide access for services that users are
authorized to use, while preventing access to
services to those, who are not so authorized.
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Access Management: Key Activities
• Activities (includes DBA; DBMA activities)
▫
▫
▫
▫
▫
▫
Access Requests
Verification
Providing Rights (via Directory Services)
Monitoring Identity Status
Logging and Tracking Access
Removing or Restricting Rights
Cherwell Dashboard – Webinar?
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THE END… Class 10
• PMBOK Webinar Online
▫ V4 vs. V5
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