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ELE3SM
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02/19/2022
Scenario
ex.Business
Customer
sell products (tangibles)
needs
services (Intangibles)
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Owner
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As business owner profts, money,
earnings is the end goal why they build
business
As customer we gain values (efficiency,
satisfaction, assurance, quality and
benefits)
Problem of business:
limited resources
- solution
Management - # maximizing resources (
(#)
meaning
or
descriptionof
management)
-stategy
-plan
-alternative
-outsource
-allocation
# Categories of management (another
meaning of management)
planning
organizing
staffing
leading
controlling
to obtain the organizations goal.
# Achieve Objectives
- shareholder (investors : they are
also owner of the business but just
gives money and the managers
the one who executes the
business)
Types of Managements
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-production
-operations
-HR
-accounting
-marketing
-R AND D
-IT
= they have their own processes ,
practices
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Service == no direct contribution to value
outsource
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EVERTHING OR ENTIRE CONCEPT IS
CALLED SERVICE MANAGEMENT
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IT
OUTSOURCING
COMPANIES
OFFERS IT SERVICE MANAGEMENT
(ITSM)
FRAMEWORK - acts as guide (ex. ITILv3
+ ITIL4)
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03/04/2022
pic that dates march 4 is belong here
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process owner is the one who makes sure
that everything is right/ correct(typically
directors level and the writers/ teller)
process manager (nageexecute ) they
assign to the people
process practitioner (the doer)
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04/01/2022
Service Operations: Event Management
SERVICE OPERATION- deal with the day
to day activity on how you actually
manage the issues an how the issuea
actually flowed through to the all support
team and main objective to restore the
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service and find the root causes and main
objective is to keeping the lights on
- event - anything that may cause a
system interruption
- we need to monitor to prevent
before the interruption occur
Event Managements responsible in
monitoring and detection
TRESHOLD (number or limit) - baseline
for triggering ALERTS(message or call to
action)
Common Areas to Detect
Infracstructure:
CPU Utilization - cpu crash mean system
crash (100%(server crash)/ 95% Critical
Alert/ 85% Major Alert/ 80% Major Alert/
75% Warning/ 60% OK)
Logs Monitoring - automated (Keywords
Monitoring: ERR/ ERROR/ERR505)
Memory Utilization - memory crash
Disk Utilization (Files Storage) - it stops
the processing
Network Traffic - identifying if theres traffic
in a network (it should be 0)
Database Utilization - slows the system
Database
Tablespace
Utilization
allocation in the database stops the
processing
Response time - slow or fast
Derived Metrics (Application-Customized)
Number of Transaction failing
Number of files successfully transmitted
Actual amout of loses/ percent loss
revenue [ price per transaction * number
of transactions]
Number of success rate ng API
Other customized metrics
Active Monitoring - if you are are reacting
the alert it is active monitoring
- triggered you to do something for
the alert
- example yung dashboard
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Passive Monitoring - usually use in
Analytics does not need to react
immediately
- it monitors trends
- example anomaly or change of
trend like yung graph sa
dashboard
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Event Categories
Informational - does not require any action
and does not present exception
Warning - approaching a threshold
(maghanda na kasi baka meron)
Exception - actual downtime (error
messages)
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Roles
- Service Desk
-Technical Management
- Application Management
- IT Operations Management
04/02/2022
Service Operations: Request Fulfillment
Request Fulfilment
- service
request
generic
description for different demands
- most of these are small changes
or
low
risk(<--remember),
frequently occuring, low cost,
routinary
- if high complexity/ high cost/ high
risk it should be a project do not
accept as service request
- ex. password reset, extraction of
data, forgot password, file transfer,
report extraction
- if routinary it has self help
channels ex. forgot password
(advantage cost reduction/ time
reduction/ faster response of side
of user)
- CATEGORIES
SERVICE
REQUEST
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RFI - request for information
Standard Request - repetitive
Adhoc Request - specialized requests
CR - change request (interface to Change
Management process) may dinadaanang
process bago magchange [discuss in
change management]
Roles
- Not usually
Service Operation: Problem Management
(KPI: Aging Days - how long dies the
Problem Record stay open) aging days
should be lower
-underlying cause of one or more
incidents
- all about identifying root cause
PR - problem record
- open it when theres a related
incident
- dont open if wala kang incident
- reduce the risk/ prevent the
occurance of risk/ eliminating the
occuring risk
TRIGGERS TO OPEN A PROBLEM
RECORD
repetitive incidents ( at least 3 low impact
repetitive incidents to open problem
record) (reactive Problem Management)
A wide-spread or major incident (like
hacking) - large impact incidents is high
risk in the company it needs explanations
(to prevent risk/ reduce the likelihood of
the risk) (reactive Problem Management)
Anomalies/ trends of alerts - events
palang pero napapansin na naman trend
of errors (if kakaibana behaviors ng
warnings/alerts/ detections tracked as
Incident Record) to open as to investigate
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the
behavior
(proactive
Problem
Management)
1PR=1 root cause category - separate
steps to resolve or prevent issue
code changes-> Change Request(CR)
-incident/ alerts -> problem management > identify root causes 3Ps
 People
 Process
 Platform (Technology)
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Scopes
- ensuring resolution in implented
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Information needed in Problem Record
Full
incident
histoty
(timestamps
makukuha s incident ticket)
Screenshots/ artifacts/ evidents
Console logs/ application logs
Source code
Historical trends of monitoring dashboards
record of workarounds done
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Information Generated from Problem
Record
Known Error Database (KEDB)- what is
workarounds, documents symptoms given
to Service Desk / L2/L3
Root Cause
Recommended FIxes > Change Request
> Change Managements
- Reported to top managements
Problem Management Roles
Problem Process Owner - review and
reates and modifies processes under
Problem Management
Process Manager - implements/ executes
the process
Problem Owner - technical person doing
the investigation for Problem Record
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SERVICE
OPERATION:
ACCESS
MANAGEMENT
- maintainin level of securiy access
to members of organization
responsible of who should get what
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Priviledge/ Rights ( read/ write/ access) what can you do to the system or module
you have access
- most basic
ROLE - combination of previleges and/or
system they have access
Priviledge-Role-Access Mapping
ACCESS REVIEW: Regularly check who
should get what Role/ Priviledge
- since the priviledge roles change
for security and risk
- cannot be in different team
because of check and balances
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Service Operation: SERVICE DESK
(KPI: FCR - FIRST CALL RESOLUTION)
mataas dapat FCR para di napupunta kay
L2 ang ticket
(MTTA - mean time to acknowledge - how
fast you acknowledge the customer)
usually time in terms of acknowledging
your talk = low MTTA and high FCR good
service desk
- primary point of contact
- customer management skills
- deals with all user issues
(incidents, requests, standard
changes)
- coordinates actions accross the IT
organization
to
meet
user
requirements
- different
options(Local,
Centralized, Virtual, Follow-up
- they rely on script from KEDB
(*INVERTED TRIANGLE IMAGE*)
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Service Desk Models
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Local - 1 channel pumapasok yung
complaints and same site yung users
being done if your organization is small or
start-up
Centralized - remote sites but 1 service
desk but tyoically in headquarters
Virtual - service desk distributed globally
(FTS: Follow the Sun)
SERVICE OPERATION: APPLICATION
MANAGEMENT
- DEVELOPERS,
TECHNICAL
SIDES,
- THEY KNOW THE SYSTEM,
DESIGN,
FLOW
OF
THE
SYSTEM AND FLOW OF THE
USERS SIDE
- APPLICATION
TECHNICAL MANAGEMENT FUNCTION
- SUPPORTS ITSM LIFECYCLE
- GIVES RELEVANT DECISIONS
- MAINFRAME
SERVICE OPERATION: IT OPERATION
MANAGEMENTS
- LAHAT INIKUTAN NYA lahat
- RESPONSIBLE
FOR
PERFORMING
THE
ORGANIZATIONS DAY TO DAY
OPERATIONAL ACTIVITIES
- THEY NEED TO KNOW WHAT
HAPPENING TO EVERYONE
- THEY
ARE
THJE
ONE
INTERPRETS KPI's
- THEY ARE THE ONE GIVES
IMPROVEMENTS
LESSON4:
SERVICE
TRANSITION
- all about risk management
- answers what are the potential risk
that might affect your operation
and how should it handle or
manage
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either prevention or migitation or
risk acceptance
Scope
- we wanted stability
- 2 pinanggalingan ng risk
Normal Route or new services - normally
we had developer biased since we cannot
see errors during developing
from existing services - changes ex.
expansion, reduction and change of
supplier etc.
-not always the technical part of it, it could
be staff, process
- is to protect line environments
since our goal is stability
changing of platforms or discontinuation of
services
Importance
we need to adapt quickyly to the new
requirements of the business. It deals with
the adaptability
it helps the proper transition mas nagiging
less risky
impoves the success rate of changes and
releases for the business
and the prediction of service levels and
warranties for new changed services
- service level = commitments with
the users
to address the underline process in
respect with change
Service Transition V Model
- typically use in validations
importance
for every requirement it correspond an exit
criteria, KPI, document (left)
right is the output of the left to show the
potential risk na igegenerate ng left and
naaaddress sa changes
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for every requirement dapat may counter
part na outcome para maaddress mga
potential risk
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Configuration Item
- we will dealing configuration item =
IT
components
(software,
hardware, tao, and specs)
- may process na pinagaggamitan
lahat ng service transition
- meron syang net effect
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Flow Through
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all the risk came from both the
production or new productions
- service operation and design introduces risk in the system
yung galing sa opration is little and more
incremental while yung sa solution/ design
mas mahaba and mas inuuna ayusin sa
pagdevelop
- pag maglilipat need ilista lahat ng
components (software, hardware,
people, operating environment,
network link, IP address, derection
flow, location saan nakalagay,
version) because to know what is
the component potentially to have
an issue, tatamaan and iaddress
- (CMDB) configuration management
database collection of all components
na nakamap sa services
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Change Management - is the core
process of process transition
- 2nd sub process
- subset is change advisory group
comming from representatives
from access, problem, incident,
technical, events and application
need a visibility on operations and
change kasi need nila malaman at
may say sila in comes with the
changes since they need to know
what are the things need to know
or they need to investigate
- change manager - responsibile to
consilidate the risk , tapatan yung
risk
mitigation,
preparations,
schedulling (calendar)
- change management need to
works with Service Validation and
Testing
and
Release
and
Deployment Management
For Example From New deployment
list of errors during development - typically
limited errors encountered
Sevice Validation and Testing is set of
people or team that is not belong to the
developer who are not biased in testing,
they are the one who maintain testing
Service Validation and Testing
purpose
- maintains the defect library
contains errors, issue that are
encountered during testing phase
2 pwedeng mangyari one naencounter
yung issue or error
workaround
fix
para madefine agad
defect library ginagamit sa KNOWLEDGE
MANAGEMENT deals consolidating all of
the defect
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nagaaccess ng knowledge management
si incident, problem management pag on
production
para alam na agad need na ayusin or
iaddress sa issue
ONCE MAMEET NA YUNG CRITERIA
- need na iplan paano mailipat or
deploy sa live environment
ROLE
OF
RELEASE
AND
DEPLOYMENT MANAGEMENT
- documentation and plan
- iba uling team (idealy ibang people
with developer and testing)
somehow comming from technical
and application management
Purpose nila is - alam nila yung need
iprepare na steps since they are the one
who knows the live environment, planning
of time, date and steps on deployment
(hand in hand sila)
- in release and development
management may tinatawag na
output is method of procedure or
(MOP) gantt charts and etc.
planning and coordination para
well coordinated sa production
- they also maintain the 3-tiered
environment
management
(Development,
Testing
and
Staging and Live Environment)
maintanimng nung versioning, and
compability
- Inuupdate din ni release and
deployment si CMBD kasi once na
irerelease or ituturn over dapat
updated sila Service Asset and
Configuration Management
- requirements
of
environment,
project, plans, versioning and list is
completed already
- sila accountable na ok yung
service during live environment
kaya dapat meron din sila
kinukuha sa incident at problem
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para aware sila sa defect list,
errors, and issues
- MOP kailangan bumangga kay
Transition and Planning Support
also
called
R20isang
augmentation team kasi sila
nakikipagcoordinate sa business
and
othe
representative
sa
operation sila rin ang execution/
communication/
consolidation,
typically project managers
Change evaluation - is handles KPI's to
measures the success of transition
Part2:
Pre-Process
Transition
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of
Service
For new Application/ services/ features
- Design
=>
Transition
=>
Operation
What if may improvements na
naiidentify in normal occurrence
desisyon or occurring incidents?
- In operations point of view
We always keeping the lights
on or the operation is operating
- Technical mgmt – infrastructure
- Application mgmt – codes
Anything you move in a code level, or
touch is identify as changes
- Changes/ modify setup is very
important that it is record or
tracked because it can translate
any risk in the future
- If the issues found it will be in
incident records that may
trigger the Change Management
- Need dagdagan ng memory
thread for managing changes
- Trigger of change are coming
from
live
production
environment is coming from the
issues or interruptions
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Problems Record also connects
with Change management.
Technical Debts – shouldn’t
necessary part of it, it depends
upon it complexity