Managing operations

IT service management(ITSM)
 the process of aligning enterprise IT services with the business needs with the intention of delivering
to the end-user a service at its designed performance level.
 Ensures that the right processes, people, and technology are in place
 ITSM serves the same purpose as the software’s user interface.
 ITSM creates a bridge between IT and the customers.
 Brings direct value to the business

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 Managing operations
Information Technology Infrastructure Library
(ITIL)
 This is kind of Bible for ITSM
 It contains a 26 processes whose purpose is to focus on aligning IT services with the needs of the
business.
 And IT professionals can pick and choose what they think will work for their business, by no means
does anyone need to adopt all of the processes.

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 Managing operations

SERVICE OPERATIONS
Is where we carry out day-to-day tasks and activities.
Those day to day activities are used to deliver services at a agreed service levels.
The service operations module consists of 5 processes and 4 functions.

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 Managing operations

5 processes of Service Operations

1. Event management
2. Incident management
3. Request management
4. Access management
5. Problem management

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 Managing operations

4 Functional areas of Service Operations

1. Service desks
2. IT operation management
3. Application management
4. Technical management

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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

 We used to call this a Help Desk
 The single point of contact for all users within an organization with IT for any request or incidence.
 A service desk is handled by agents which would open tickets in accordance with what is being
reported.

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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

CHANNELS FOR CONTACTING THE SERVICE DESK.
 Phone
 Email
 Web (self-service)
 App (self-service)

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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

CATEGORY OF TICKET ISSUED BY SERVICE DESK.
 Incident – any event which impairs the use of service.
 Request - User’s request for information, advice, for change, or for access to an IT Service.

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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

RESPONSIBILITIES OF SERVICE DESK.
 Complete description of the incidence or request.
 Understanding who is requesting for the ticket.
 Classifying the ticket correctly.

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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

 Incidences are highest whenever a new project is released into production, so that Service desk agents
must be trained thoroughly before the go-live of a project.
 Incidences should be resolved within the allowable time, however, it may be that the incidence’s root
cause cannot be easily identified either because it is totally new, is of a complex nature, or may be due
to many possible factors.

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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

If, upon further investigation, the root cause of the problem ticket can still not be identified, several
options exist (which may also be undertaken simultaneously)
 Consultation between different teams. As the root cause may reside in a gray area between the
different responsibilities.
 Escalation to next level support. This may be to the software or hardware vendor’s technical support
team.
 Recreation of the scenario in a sandbox environment for simulation and testing
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 It SERVICE MANAGEMENT (itsm)

SERVICE DESK (SD)

Not all requests and incidences are treated equally nor should they be given the
same criticality, due to
 Impact on services (severity)
 User
 Type of incident or request

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 It SERVICE MANAGEMENT (itsm)

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