Summary Operational Support And Analysis ITIL V3 Intermediate Capability

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Summary - Operational Support And Analysis ITIL V3 Intermediate Capability

  • 1 OSA Intro

  • OSA Intro

     

    Agenda

    - Service operation purpose, objectives and scope

    - Value to the business of operational support and analysis activities

    - How OSA activities support the service lifecycle

    - Optimizing service operation performance

  • 1.1 What is Service Operation

  • What is Service Operation?

    • ITIL Service Operation provides best practice guidance for the service operation stage of the service lifecycle
    • Strategic objectives are realized through service operation
    • Strives for stability but not stagnation
  • What is Service Operation?

    • ITIL Service Operation provides best practice guidance for the service operation stage of the service lifecycle
    • Strategic objectives are realized through service operation
    • Strives for stability but not stagnation
  • 1.2 Purpose and Objective of Service Operation

  • Purpose and Objective of Service Operation

     

    - Manage the activities and processes required to deliver and manage services at agreed levels to the business

    - Manage the technology used to deliver and support services

    - The objectives of service operation are to:

    • Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services
    • Minimize the impact of service outages on day-to-day business activities
    • Ensure that access to agrees IT services is only provided to those authorized to receive those services
  • 1.3 Scope of OSA

  • Scope of OSA

     

    The services themselves

    - Activities that form part of a service are included in service operation

    • Whether performed by the service provider, an external supplier or the user or customer of that service

    Service management processes

    - The ongoing management and execution of the many service management processes that are performed in service operation

     

    Technology

    - Managing technology is an integral part of the management of the services themselves

     

    People

    - People drive the demand for the organization's services and products and decide how this will be done

     

    Ultimately, it is people who manage the technology, processes and services

     

  • 1.4 OSA Processes

  • The OSA Processes

    Incident management

    Problem management

    Event management

    Access management

    Request fulfillment

  • 1.5 OSA Functions

  • The OSA Functions

    In the centre: Service operations
    Around it:
    Service desk
    Applications management (highly technical skilled people)
    IT operations management (more day-to-day stuff)
    Technical management
  • 1.6 OSA Value to the Business

  • OSA and Value to the business

     

    • Reduce unplanned labor and costs for both the business and IT
    • Reduce the duration and frequency of service outages
    • Provide operational results and data that can be used by other ITIL processes to improve services continually
    • Meet the goals and objectives of the organization's security policy
    • Provide quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
    • Provide a basis for automated operations (thus increasing efficiencies and allowing expensive human resources to be used for more innovative work)
    • Service operation is where the actual value of services is seen from a customer viewpoint
    • Service operation suggests a number of processes, functions and measures aimed at addressing these areas
    • Be aware that this value can be limited by:
    •  - Ineffective planning for the costs of ongoing management of services
    •  - The ability to obtain funding to fix design flaws
    •  - The ability to obtain funding for improving the efficiency of service operation, including training
    •  - The willingness to maintain continual improvement of services that are operational and not experiencing particular problems
  • 1.7 Involvement in other Lifecycle Stages

  • Involvement OSA in other Lifecycle stages

     

    • Service operation staff should be actively involved in activities in all other lifecycle stages
    • They should be given sufficient time and resources
    • Their performance should be formally measured and included in job and role descriptions

     

  • 1.8 OSA and the Service Lifecycle

  • OSA and the Service Lifecycle

     

     

    Service Strategy

    • Provides OSA with strategic direction and financial resources
    • OSA provides the assurance of operational effectiveness on which the service strategy depends

     

    Service design

    • Provides OSA with the definition of service objectives and targets
    • OSA provides knowledge of operational capability that allows service design to set accurate targets

     

    Service transition

    • Provides the assurance that the value identified in service strategy and encoded in service design is realized into service operation
    • OSA can provide operational experience and resources to ensure that the operational objectives of service validation and testing are met

     

    CSI

    • Provides OSA with guidance on improvements in operational efficiency
    • OSA provides the operational measurements on which service improvement depends
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Latest added flashcards

What is a KPI? (Key performance indicator)
Ametric used to help manage an IT service, process, plan, project or other activity. Key performance indicators are used to measure the achievement of critical success factors. Many metrics may be measured, but only the most importnat are defined as KPI and used to actively manage and report on the process, IT service or activity. They should be selected to ensure that efficiency, effectivenss and cost-effectiveness are all managed.
What is a CSF? (critical success factor)
Something that must happen if an IT service, process, plan, project or other activity is to succeed. Key performance indicators are used to measure the achievement of each critical success factor.
What is a Service Desk?
Single point of contact between service provider and the users. A typical service desk manages incidents and communication with the users.
What is Access Management about?
Purpose it to provide the right for users to be able to use a service or group of services
What is the purpose of Request Fulfillment?
To be responsible for managing the lifecycle of allservice requests from users.
What is an event?

An event is defined as any detectable or discernable occurrence that has significance for the management of the IT Infrastructure

What is the purpose of Event Management?

The purpose of event management is to management is to manage events through their lifecycle by detecting them, making sense of them and determining the appropriate control action

What is Problem management?

The purpose of problem management is to manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal

What is the purpose of incident management?

The purpose of incident management is restore normal service operations as quickly as possible and minimize the adverse impact on business operations thus ensuring that agreed levels of service quality are maintained

The OSA Processes

Incident management

Problem management

Event management

Access management

Request fulfillment