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15 Cards in this Set
- Front
- Back
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Service Operation |
Maintains and supports services. This phase of the SLC is responsible for business as usual activities --> deliver the services that have been designed and transitioned as efficiently as possible <--
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Service Operation consists of which 5 processes? |
1) Event Management 2) Incident Management 3) Request Fulfillment 4) Problem Management 5) Access Management |
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SO Value to the business? |
- Reduced service outages - Reduced resource consumption - More efficient service management - More time to innovate |
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4 functions in Service operations.... |
- Service Desk - Technical Management - Virtual Service Desk - Follow the sun
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Event Management
(Process) |
Manages events throughout their lifecycle ,
One of the main activities of IT operations |
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Incident Management
(Process) |
Managing lifecycle of all incidents. Return the IT service to users as quickly as possible
* Does not identify the cause |
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Request Fulfillment
(Process) |
Responsible for managing the lifecycle of all service requests
--> Low risk, freq. occurring, low cost changes <-- |
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Problem Management
(Process) |
Prevent incidents from happening, and minimize the impact of incidents that cannot be prevented
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Access Management (Process)
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Allows users to make use of IT services, data, or other assets
--> protects confidentiality, integrity, and availability of asses <-- *Access management is not just granting access but also restricting or removing it as required. |
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Event
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Change of state which has sign. for the management of a CI or IT service.
--> Leads to incidents being logged <-- |
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Incident
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Unplanned interruption to an IT service or reduction in quality
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Facilities Management
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Manages physical environment where IT infrastructure, hardware, power & cooling equipment, and recovery tools are located
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Organizational Structure of Service Desk (4)
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1) Local Service Desk
2) Virtual Service Desk 3) Follow the Sun 4) Central Service Desk |
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Service Operation Functions (4):
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1) technical management
2) application management 3) IT operations management 4) the service desk. |
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Areas of operations management:
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1)operations control
- console management (operations control)
2) facilities management - monitoring environmental conditions (IT facilities management) |
