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7.2 Scope of Service Operations The scope of the service operations encompasses all things operational: Chapter 7 ■ Service Operations • All IT services that are delivered to customers come under the scope of service operations to maintain status quo (e.g., Internet service and telephony). • The service operations phase has five processes and four functions under it. Apart from this most of the processes from other phases are triggered or have touch points with the service operations phase (e.g., capacity and change management). • Technology drives IT services. It is imperative that the service operations phase involved in managing services will by default leverage the technology that is used (e.g., SaaS and cloud computing). • No matter how far we have progressed technologically, we need people to manage, maintain, and fine tune the infrastructure and applications. Without people there is no service to the customer. The service operations phase hires and utilizes the maximum number of human resources across all other phases (e.g., people managing incidents and people managing data centers). 7.3 Value of Service Operations For a customer, the most value is derived from the service operations phase, as it encompasses the maximum number of touch points between the customer and the service provider. All the customer’s deliveries are realized in the service operations phase. Therefore, it is imperative that service operations be given the utmost importance during its design, implementation, and execution. Value for the customer can be quantified as: • Reduce service downtime • Reduce the frequency of interruptions • Reduce labor wastage, which is a result of service outages • Reduce unplanned costs by optimizing plans during outages and identifying root causes • Provide service operational data to other processes for their consumption to identify improvement opportunities • Provide service operational data for continual service improvement and recommending service improvements • Provide inputs to other processes for automating operational activities 157
Chapter 7 ■ Service Operations • Enact customer’s security policy by complying with all the policy controls • Provide accesses to those (customers and IT) approved and deprive access to others 7.4 Communication in Service Operations Communication plays an important role in the IT service management area, more so in the service operations phase. There are a number of interactions between the service provider, customer, and other parties in the service operations phase. Figure 7-1 illustrates the number of communication channels in a typical small setup and shows five key stakeholders who are involved in day-to-day communicational activities: customer, user, supplier, IT management, and IT staff. The number of communication channels is 5C2 = 10. (5 C 2) = 5!/(2!*3!) = (5*4*3*2*1)/(2*1*3*2*1) = (5*4*3)/(3*2*1) = 60/6 = 10 Customer IT Staff User IT Management Supplier Figure 7-1. Communication channels This is a conservative figure. The number of communication channels increases as the number of teams involved and the users involved increases. The bottom line is that communication in service operations matters as it plays a major role in relaying information between stakeholders. So the service provider organization should take notice of the communication plans set forth and ensure there is standardization of communicational etiquettes, quality, and a common code for communication to ensure effective and efficient operations. I have given the utmost priority to communication in all the projects that I have run and the services that I have delivered. All customer communications were planned much earlier, along with styles and templates to ensure that the customer experienced uniformity in all communication. Communication makes or breaks the service management-business relationship. 158
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts Figu
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 7 ■ Service Operations 7.
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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