Категории

ITIL Service Operation

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Описание

contents

List of figures vi

List of tables vii

Foreword viii

Preface lx

Acknowledgements x

1 Introduction 1

.1.1 Overview . 3

1.2 Context 5

1.3 iTIL in relation to other publications

in the Best Management Practice portfolio 7

1.4 Why is ITIL so successful? 9

1.5 Chapter summary 9

Service management as a practice 11

2.1 Services and service management 13

2'.2 Basic concepts 20

2.3 Governance and management

systems 25

2.4 The service lifecycle 28

3 Service operation principles 33

3.1 Service operation fundamentals 35

3.2 Achieving balance in service

operation 39

3.3 Providing good service 46

3.4 Operation staff involvement in other

service lifecycle stages 46

3.5 Operational health 48

3.6 Communication 49

3 7 Documentation 52

3.8 Service operation inputs and outputs 52

4 Service operation processes 55

4.1 Event management 58

structures 205

Technology considerations 215

7.1 Generic requirements 217

7.2 Event management 219

7.3 Incident management 219

7.4 Request fulfilment 220

7.5 Problem management 220

7.6 Access management 221

7.7 Service desk 221

Implementation of service operation 225

8.1 Managing change in service operation 227

8.2 Service operation and project management 227

8.3 Assessing and managing risk in service

operation 228

8.4 Operational staff in service design and transition r J 00

8.5 Planning and implementing service management technologies 228

9 Challenges, risks and critical success factors

9.1 Challenges 233

9.2 Critical success factors 235

9.3 Risks 237

Afterword 239

Appendix A: Related guidance 243

A.1 ITIL guidance and web services 245

A.2 Quality management system 245

A.3 Risk management 246

A.4 Governance of IT 246

A.5 COBIT 246

A.6 ISO/IEC 20000 service management series 247

A.7 Environmental management and green/sustainable IT 247

A.8 ISO standards and publications

for IT 248

A.9 ITIL and the OSI framework 248

A.10 Programme and project

management 249

A.11 Organizational change 249

A.12 Skills Framework for the Information Age 250

A.13Carnegie Mellon: CMMI and eSCM

framework 250

A.14 Balanced scorecard 250

A. 15SixSigma 1 251

Appendix B: Communication in service

operation 253

B. 1 Routine operational communication 255

B.2 Communication between shifts 255

B.3 Performance reporting 255

B.4 Communication in projects 257

B.5 Communication related to changes 258

B.6 Communication related to

exceptions 258

B.7 Communication related to

emergencies 260

B.8 Global communications 262

B. 9 Communication with users and

customers 263

Appendix C: Kepner and Tregoe 265

C. 1 Defining the problem 267

C.2 Describing the problem 267

C.3 Establishing possible causes 267

C.4 Testing the most probable cause 267

C.5 Verifying the true cause 267

Appendix D: Ishikawa diagrams 269

Appendix E: Considerations for facilities

management 273

E.1 Building management 275

E.2 Equipment rooms 275

E.3 Power management 277

Е.4 Environmental conditioning and

alert systems 277

E.5 Safety 279

E.6 Physical access control 279

E.7 Shipping and receiving 279

E.8 Involvement in supplier

management 279

E.9 Maintenance 280

E. 10 Office environments 280

Appendix F: Physical access control 281

Appendix G: Risk assessment and management 287

G.1 Definition of risk and risk

management 289

G.2 Management of Risk (M_o_R) 289

G.3 ISO 31000 290

G.4 ISO/IEC 27001 291

G.5 Risk IT 292

Appendix H: Pareto analysis 295

Appendix I: Examples of inputs and outputs across the service lifecycle 299

References and further reading 303

Abbreviations and glossary 307

Index 351