Service Operation & Continual Service Improvement

TEAM PARADIGM

Arafat Ahmed; Daniel Knowles; Khalid Sheikh; Jakub Plachta; Chan Yel

To achieve that service operate with agreed levels

The service and value is directly delivered to customer

Service Provider organization must respond to customer demand

To provide stable IT Service delivery To minimize impact of possible errors

Ensure services have no interruption within the business

Internal vs External Stability vs Capability Quality vs Cost of services

Users and IT Service Provider Customers and IT Service Provider IT Service Provider and suppliers

Reactive vs proactive

Incident
Problem Error/Known Error Event

Early detection and classifications of incidents Determine Prioritization urgency of incident and to develop the accurate Closure To develop the accurate Closure as quickly as possible

Primary principles for monitoring and controlling operation within IT Services Detecting issues at the infrastructure

Decide for action

To eliminate recurring and than prevent incidents To manage all problems To minimize its impact to the business

To assist with general information, complaints or comments Accomplish request from users/customers To provide channel for user to request

Provide data from Information Security Policy Ensures that users are given the rights to use the services Process which contain various types of verifications

Alignment and realignment of services

To improve processes and functions to the business needs

Appreciates the value to the service provider

Service, processes and other aspects of the Service Management parallel with the business values

Protecting services and efficiency in delivering performance Access the data to assess reviews

What is the vision? Where are we now? How do we maintain momentum?

Business visions, missions, goals Baseline assessments

Where do we want to be?

How do we get there? Did we get there?

Set measurable targets

Service & process Improvement Action Measurement & metrics

Act

Plan

Check

Do Quality

Act includes securing

Decide what should be measured Decide what can be measured Gather the data Process the data Analyse the data Plan and Implement Changes Investigate and Diagnose