Book 4 - ITIL V3 Service Operation.pdf

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ITIL Version 3
Service Operation
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The ITIL Core consists of five publications. Each provides
the guidance necessary for an integrated approach, as
required by the ISO/IEC 20000 standard specification:
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement.
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Table of Content
Foreword ............................................................................................................. 12
OGC’s foreword .......................................................................................................... 12
Chief Architect’s foreword ........................................................................................... 13
Preface ...............................................................................................................14
Contact information ..................................................................................................... 14
Acknowledgements ............................................................................................. 15
Chief Architect and authors......................................................................................... 15
ITIL authoring team ..................................................................................................... 15
Mentors ....................................................................................................................... 15
Further contributions ................................................................................................... 15
The ITIL Advisory Group .................................................................................................. 16
Reviewers ......................................................................................................................... 16
1 Introduction ...................................................................................................... 17
1.1 Overview ............................................................................................................... 18
1.2 Context..................................................................................................................19
1.2.1 Service Management............................................................................................... 19
1.2.2 Good practice in the public domain ......................................................................... 19
1.2.3 ITIL and good practice in Service Management ...................................................... 21
1.2.3.1 Service Strategy............................................................................................................. 22
1.2.3.2 Service Design............................................................................................................... 23
1.2.3.3 Service Transition .......................................................................................................... 23
1.2.3.4 Service Operation .......................................................................................................... 24
1.2.3.5 Continual Service Improvement ..................................................................................... 24
1.3 Purpose................................................................................................................. 26
1.4 Usage.................................................................................................................... 26
1.5 Chapter overview .................................................................................................. 27
2 Service Management as a practice .................................................................. 28
2.1 What is Service Management? ............................................................................. 28
2.2 What are services? ............................................................................................... 30
2.2.1 The value proposition .............................................................................................. 30
2.3 Functions and processes across the lifecycle ....................................................... 31
2.3.1 Functions ................................................................................................................. 31
2.3.2 Processes ................................................................................................................ 31
2.3.3 Specialization and coordination across the lifecycle ............................................... 32
2.4 Service Operation fundamentals........................................................................... 33
2.4.1 Purpose/goal/objective ............................................................................................ 33
2.4.2 Scope....................................................................................................................... 33
2.4.3 Value to business .................................................................................................... 34
2.4.4 Optimizing Service Operation performance ............................................................ 35
2.4.5 Processes within Service Operation........................................................................ 35
2.4.5.1 Event Management ........................................................................................................ 35
2.4.5.2 Incident and Problem Management ............................................................................... 35
2.4.5.3 Request Fulfilment ......................................................................................................... 36
2.4.5.4 Access Management ..................................................................................................... 36
2.4.6 Functions within Service Operation ......................................................................... 36
2.4.6.1 Service Desk.................................................................................................................. 36
2.4.6.2 Technical Management .................................................................................................. 36
2.4.6.3 IT Operations Management ........................................................................................... 37
2.4.6.4 Application Management................................................................................................ 37
2.4.6.5 Interfaces to other Service Management Lifecycle stages ............................................. 37
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3 Service Operation principles ............................................................................ 39
3.1 Functions, groups, teams, departments and divisions .......................................... 40
3.2 Achieving balance in Service Operation ............................................................... 42
3.2.1 Internal IT view versus external business view ....................................................... 42
3.2.2 Stability versus responsiveness .............................................................................. 45
3.2.3 Quality of service versus cost of service ................................................................. 48
3.2.4 Reactive versus proactive ....................................................................................... 51
3.3 Providing service................................................................................................... 56
3.4 Operation staff involvement in Service Design and Service Transition................. 57
3.5 Operational Health ................................................................................................ 58
3.6 Communication ..................................................................................................... 60
3.6.1 Meetings .................................................................................................................. 61
3.6.1.1 The Operations meeting................................................................................................. 62
3.6.1.2 Department, group or team meetings ............................................................................ 63
3.6.1.3 Customer meetings ........................................................................................................ 63
3.7 Documentation ...................................................................................................... 64
4 Service Operation processes ........................................................................... 65
4.1 Event Management ............................................................................................... 67
4.1.1 Purpose/goal/objective ............................................................................................ 67
4.1.2 Scope....................................................................................................................... 67
4.1.3 Value to business .................................................................................................... 68
4.1.4 Policies/principles/basic concepts ........................................................................... 69
4.1.5 Process activities, methods and techniques ........................................................... 70
4.1.5.1 Event occurs .................................................................................................................. 71
4.1.5.2 Event notification ............................................................................................................ 71
4.1.5.3 Event detection .............................................................................................................. 72
4.1.5.4 Event filtering ................................................................................................................. 72
4.1.5.5 Significance of events .................................................................................................... 72
4.1.5.6 Event correlation ............................................................................................................ 74
4.1.5.7 Trigger............................................................................................................................ 74
4.1.5.8 Response selection........................................................................................................ 75
4.1.5.9 Review actions ............................................................................................................... 78
4.1.5.10 Close event .................................................................................................................. 78
4.1.6 Triggers, input and output/inter-process interfaces ................................................. 79
4.1.7 Information Management......................................................................................... 80
4.1.8 Metrics ..................................................................................................................... 80
4.1.9 Challenges, Critical Success Factors and risks ...................................................... 81
4.1.9.1 Challenges ..................................................................................................................... 81
4.1.9.2 Critical Success Factors................................................................................................. 81
4.1.9.3 Risks .............................................................................................................................. 82
4.1.10 Designing for Event Management ......................................................................... 82
4.1.10.1 Instrumentation ............................................................................................................ 83
4.1.10.2 Error messaging ........................................................................................................... 83
4.1.10.3 Event Detection and Alert Mechanisms ....................................................................... 84
4.1.10.4 Identification of thresholds ........................................................................................... 84
4.2 Incident Management............................................................................................ 86
4.2.1 Purpose/goal/objective ............................................................................................ 86
4.2.2 Scope....................................................................................................................... 86
4.2.3 Value to business .................................................................................................... 86
4.2.4 Policies/principles/basic concepts ........................................................................... 87
4.2.4.1 Timescales ..................................................................................................................... 87
4.2.4.2 Incident Models.............................................................................................................. 87
4.2.4.3 Major incidents ............................................................................................................... 88
4.2.5 Process activities, methods and techniques ........................................................... 89
4.2.5.1 Incident identification ..................................................................................................... 90
4.2.5.2 Incident logging .............................................................................................................. 91
4.2.5.3 Incident categorization ................................................................................................... 92
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4.2.5.4 Incident prioritization ...................................................................................................... 94
4.2.5.5 Initial diagnosis .............................................................................................................. 96
4.2.5.6 Incident escalation ......................................................................................................... 96
Note regarding Incident allocation ............................................................................................................ 97
4.2.5.7 Investigation and Diagnosis ........................................................................................... 97
4.2.5.8 Resolution and Recovery ............................................................................................... 98
4.2.5.9 Incident Closure ............................................................................................................. 99
Rules for re-opening incidents........................................................................................ 100
4.2.6 Triggers, input and output/inter-process interfaces ............................................... 100
4.2.7 Information Management....................................................................................... 101
4.2.8 Metrics ................................................................................................................... 102
4.2.9 Challenges, Critical Success Factors and risks .................................................... 103
4.2.9.1 Challenges ....................................................................................................................103
4.2.9.2 Critical Success Factors................................................................................................103
4.2.9.3 Risks .............................................................................................................................103
4.3 Request Fulfilment .............................................................................................. 105
4.3.1 Purpose/goal/objective .......................................................................................... 105
4.3.2 Scope..................................................................................................................... 105
4.3.3 Value to business .................................................................................................. 106
4.3.4 Policies/principles/basic concepts ......................................................................... 106
4.3.4.1 Request Models ............................................................................................................106
4.3.5 Process activities, methods and techniques ......................................................... 106
4.3.5.1 Menu selection ..............................................................................................................106
4.3.5.2 Financial approval .........................................................................................................107
4.3.5.3 Other approval ..............................................................................................................107
4.3.5.4 Fulfilment ......................................................................................................................107
4.3.5.5 Closure..........................................................................................................................108
4.3.6 Triggers, input and output/inter-process interfaces ............................................... 108
4.3.7 Information Management....................................................................................... 108
4.3.8 Metrics ................................................................................................................... 109
4.3.9 Challenges, Critical Success Factors and risks .................................................... 109
4.3.9.1 Challenges ....................................................................................................................109
4.3.9.2 Critical Success Factors................................................................................................109
4.3.9.3 Risks .............................................................................................................................110
4.4 Problem Management......................................................................................... 111
4.4.1 Purpose/goal/objective .......................................................................................... 111
4.4.2 Scope..................................................................................................................... 111
4.4.3 Value to business .................................................................................................. 111
4.4.4 Policies/principles/basic concepts ......................................................................... 112
4.4.4.1 Problem Models ............................................................................................................112
4.4.5 Process activities, methods and techniques ......................................................... 112
4.4.5.1 Problem detection .........................................................................................................113
4.4.5.2 Problem logging ............................................................................................................114
4.4.5.3 Problem Categorization.................................................................................................115
4.4.5.4 Problem Prioritization ....................................................................................................115
4.4.5.5 Problem Investigation and Diagnosis ............................................................................115
4.4.5.6 Workarounds.................................................................................................................119
4.4.5.7 Raising a Known Error Record......................................................................................119
4.4.5.8 Problem resolution ........................................................................................................119
4.4.5.9 Problem Closure ...........................................................................................................120
4.4.5.10 Major Problem Review ................................................................................................120
4.4.5.11 Errors detected in the development environment ........................................................120
4.4.6 Triggers, input and output/inter-process interfaces ............................................... 121
4.4.7 Information Management....................................................................................... 122
4.4.7.1 CMS ..............................................................................................................................122
4.4.7.2 Known Error Database ..................................................................................................123
4.4.8 Metrics ................................................................................................................... 124
4.4.9 Challenges, Critical Success Factors and risks .................................................... 125
4.5 Access Management........................................................................................... 126
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