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Service Operation
London: TSO
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Published by TSO (The Stationery Office) and available from:
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© Crown Copyright 2007
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The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government
Commerce, and is Registered in the U.S. Patent and Trademark Office
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First published 2007
ISBN 978 0 11 331046 3
Printed in the United Kingdom for The Stationery Office
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iii
Contents
List of figures
v
4.4 Problem Management
58
List of tables
vi
4.5 Access Management
68
4.6 Operation al activities of processes
covered in other lifecycle phases
OGC’s foreword
vii
72
Chief Architect’s foreword
viii
5.1 Monitoring and control
Preface
ix
82
5.2 IT Operations
92
Acknowledgements
x
5.3 Mainframe Management
95
1 Introduction
1
5.4 Server Management and Support
95
1.1 Overview
3
5.5 Network Management
96
1.2 Context
3
5.6 Storage and Archive
97
1.3 Purpose
7
5.7 Database Administration
97
1.4 Usage
7
5.8 Directory Services Management
98
1.5 Chapter overview
7
5.9 Desktop Support
98
5.10 Middleware Management
99
2 Service Management as a practice
9
5.11 Internet/Web Management
99
2.1 What is Service Management?
11
2.2 What are services?
11
5.13 Information Security Management and
Service Operation
2.3 Functions and processes across the
lifecycle
101
12
5.14 Improvement of operational activities
102
2.4 Service Operation fundamentals
13
6 Organizing for Service Operation
105
3 Service Operation principles
17
6.1 Functions
107
3.1 Functions, groups, teams, departments
and divisions
19
6.2 Service Desk
109
3.2 Achieving balance in Service Operation
19
6.3 Technical Management
121
6.4 IT Operations Management
125
3.3 Providing service
28
3.4 Operation staff involvement in Service
Design and Service Transition
6.5 Application Management
128
28
6.6 Service Operation roles and
responsibilities 140
3.5 Operational Health
28
3.6 Communication
29
3.7 Documentation
31
7 Technology considerations
155
4 Service Operation processes
33
7.1 Generic requirements
157
7.2 Event Management
158
4.1 Event Management
35
4.2 Incident Management
46
7.3 Incident Management
159
7.4 Request fulfilment
159
4.3 Request Fulfilment
55
7.5 Problem Management
159
 
iv
|
7.6 Access Management
160
Appendix C: Kepner and Tregoe
199
7.7 Service Desk
160
C1 Defining the problem
201
8 Implementing Service Operation
163
C2 Describing the problem
201
C3 Establishing possible causes
201
8.1 Managing change in Service Operation
165
8.2 Service Operation and Project
Management
C4 Testing the most probable cause
201
165
C5 Verifying the true cause
201
8.3 Assessing and managing risk in Service
Operation
166
Appendix D: Ishikawa Diagrams
203
8.4 Operational staff in Service Design and
Transition
166
Appendix E: Detailed description of
Facilities Management
207
8.5 Planning and Implementing Service
Management technologies
E1 Building Management
209
166
E2 Equipment Hosting
209
9 Challenges, Critical Success Factors
and risks
E3 Power Management
210
169
E4 Environmental Conditioning and
Alert Systems
9.1 Challenges
171
210
9.2 Critical Success Factors
173
E5 Safety
211
9.3 Risks
175
E6 Physical Access Control
211
Afterword
177
E7 Shipping and Receiving
212
E8 Involvement in Contract Management
212
Appendix A: Complementary industry
guidance
181
E9 Maintenance
212
A1 COBIT
183
Appendix F: Physical Access Control
213
A2 ISO/IEC 20000
183
Glossary
219
A3 CMMI
184
Acronyms list
221
A4 Balanced Scorecard
184
Definitions list
223
A5 Quality Management
184
Index
251
A6 ITIL and the OSI Framework
184
Appendix B: Communication in Service
Operation
185
B1 Routine operational communication
187
B2 Communication between shifts
188
B3 Performance Reporting
189
B4 Communication in projects
192
B5 Communication related to changes
194
B6 Communication related to exceptions
195
 
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v
List of figures
All diagrams in this publication are intended to provide an
illustration of ITIL Service Management Practice concepts
and guidance. They have been artistically rendered to
visually reinforce key concepts and are not intended to
meet a formal method or standard of technical drawing.
The ITIL Service Management Practices Integrated Service
Model conforms to technical drawing standards and
should be referred to for complete details. Please see
www.best-management-practice.com/itil for details.
Figure 6.5 Application Management Lifecycle
Figure 6.7 IT Operations organized according to
technical specialization (sample)
Figure 6.8 A department based on executing a set of
activities
Figure 6.9 IT Operations organized according to
geography
Figure 1.1 Source of Service Management Practice
Figure 1.2 ITIL Core
Figure 6.10 Centralized IT Operations, Technical and
Application Management structure
Figure 2.1 A conversation about the definition and
meaning of services
Figure D.1 Sample of starting an Ishikawa Diagram
Figure 2.2 A basic process
Figure D.2 Sample of a completed Ishikawa Diagram
Figure 3.2 Achieving a balance between focus on
stability and responsiveness
Figure 3.3 Balancing service quality and cost
Figure 3.5 Achieving a balance between being too
reactive or too proactive
Figure 4.1 The Event Management process
Figure 4.2 Incident Management process flow
Figure 4.3 Multi-level incident categorization
Figure 4.4 Problem Management process flow
Figure 4.5 Important versus trivial causes
Figure 5.1 Achieving maturity in Technology
Management
Figure 5.2 The Monitor Control Loop
Figure 5.3 Complex Monitor Control Loop
Figure 5.4 ITSM Monitor Control Loop
Figure 6.1 Service Operation functions
Figure 6.2 Local Service Desk
Figure 6.3 Centralized Service Desk
Figure 6.4 Virtual Service Desk
 

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