Professional Documents
Culture Documents
In This Lesson
Service Operation The Service Desk Technical Management Application Management IT Operations Management The Importance of Communications Key Terms
Technology
Management of the infrastructure required to deliver services
People
Failure to manage the people dimension will result in service management failures
Dealing with Opposing Views Internal IT view not equally focused on the business Stability if too narrowly focused, could miss opportunities for innovation Service cost cost cutting could lead to reduced quality of service External business view may tend to miss delivery commitments Responsiveness potential to overspend on change Service quality potential to overspend on quality when unnecessary
Advantages
Disadvantages
Higher costs for replicated infrastructure Less knowledge transfer Inconsistent service levels and reporting Too centrally focused on local issues
Advantages
Disadvantages
Reduced operational costs Improved usage of available resources Consistent call handling Improved ability to share knowledge Simplicity for users to contact help desk
Potential higher costs for managing 24x7 environment or different time zones Lack of local knowledge Possible gaps in language and culture Higher risk (single point of failure), in case of power loss or other physical threat
Advantages
Disadvantages
Global support 24x7 support in multiple time zones Reduced operating costs Improved usage of resources More effective staff matching to call types
Initial implementation costs Lack of consistency of service and reporting Less effective for monitoring staff Staff disconnection
Service Desk structures Follow the Sun Service Desk combines two or more geographically dispersed service desks to provide 24 hour service. This is a variant of the virtual service desk approach.
Advantages
Disadvantages
Global support 24x7 support for multiple time zones Improved quality of service Improved customer satisfaction Improved knowledge sharing and visibility
Skills Outsourcing
Technical Management
Technical management is the function responsible for providing technical skills to manage and support IT and the infrastructure Activities:
Identify requirements Define architecture standards Participate in design and build Assist with service management processes Assist with managing contracts and vendors
Technical Management
Application Management
Application Management
The function responsible for managing applications throughout their lifecycle
Application Management
Ongoing set of activities to oversee and manage application throughout their entire lifecycle Peformed for all applications, whether Performed mostly for applications purchased from third parties or developed in house developed in hosue Both utility and warranty focused; Utility foucs; building functionality for their what the functionality its as well as customer; what the application does is hot it is delivered; stability and more important than how it is operated performance Most development work done in projects Most work is done by repeatable where focus is on delivering specific units of ongoing processes work Staff rewarded for consistency and for Staff rewarded for creativity and preventing unexpected events and completion unauthorized functionality Development projects are relatively easy to Ongoing management costs are often quantify and expenses linked to specific mixed in with costs of other IT services applications or IT services because resources are shared Staff focused on development lifecycles Staff involved in ongoing management which highlight dependencies for successful typically only control one or two operation but do not assign accountability stages of these lifecycles - operations for these and improvement
Cost
Lifecycles
IT Operation Management
IT Operation Management
The function within an IT Service Provider which performs the daily activities needed to manage IT Services and the supporting IT Infrastructure Includes IT Operations Control and Facilities Management
Objective:
Maintain stability of organizations processes and activities Regular evaluation and improvements aimed at improved service and reduced costs Timely diagnoses of operational issues
Crown copyright 2013 Reproduced under license from the Cabinet Office
Key Terms
Term Definition
Functions
People or roles and measures that execute a defined process, activity, or both
The single contact point between the service provider and end users Any day-to-day management of a service, system, or CI Management of IT services for delivery and support Refers to availability of IT infrastructure
Service desk
What We Covered Service Operation The Service Desk Technical Management Application Management IT Operations Management The Importance of Communications Key Terms