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Chapter 7 ■ Service Operations You can refer to my first book, Communications for IT Professionals (Packt Publishing, 2015), which delves into the nitty gritty of communication platforms, channels that form an integral part of your work life. That book can help you develop your communication skills, and you will reap the benefits such as increased customer satisfaction, effective work delivery, and career advancement. The different types of communication you can expect in service operations are: • Routine operational communication, such as providing updates and confirming actions • Communication regarding changes and releases • Shift handovers • Performance and service-level agreement (SLA) reports • Presentations for training, performance showcasing, and initiatives • Project-related communication • Classroom and web-based trainings • Scheduled meetings with customer and internal teams 7.5 Service Operations Processes Service operations is the most popular and important phase, and the processes that are a part of it are most sought after. The five processes of service operations are: 1. Event management 2. Incident management 3. Request fulfillment management 4. Problem management 5. Access management Incident and problem management processes are considered the major processes, while event, request fulfillment, and access management processes are minor in importance of service delivery. 7.5.1 Event Management Event management is a minor process in the service operations lifecycle phase. But it is a process that can change the landscape of operations for the better, and it is a process that is the closest to the services delivered. This process provides the ability of being proactive to the service provider, and this, in my opinion, is invaluable. What is an event? The ITIL Service Operations publication gives this definition: An event is any change of state that has significance for the management of a configuration item (CI) or IT service. 159
Chapter 7 ■ Service Operations You have services, and these services are made up of various components. You could have multiple types of events taking place for any of the services or components. Examples could be an administrator logging in to a core router. A service that stops working as it should is also an event. A hard drive that is almost full is considered an event. In short, anything that changes a service’s state is an event. The event management process deals with the various nuances of events, and how each event correlates to further action or inaction from interfacing processes is the essence of it. This process is primarily operated through the use of technology and managed by administrators who have experience in managing event management tools and toolsets. For example, there are monitoring tools that keep a pulse on services or components to ensure that they are working as they should. One such monitoring tool keeps pinging IT components like the router or servers at regular intervals. As per design, an acknowledgment ping should be received. If the monitoring tool does not receive an acknowledgment after three consecutive pings, it raises a warning alert (a notification that a threshold has been reached, something has changed, or a failure has occurred). Alerts are often created and managed by system management tools and are managed by the event management process, with appropriate teams in place to take urgent action. If, for example, there is no acknowledgment after a ping, the monitoring tool will raise an error alert that gets converted to an incident and the incident management process takes over. 7.5.1.1 Objectives of Event Management Event management exists to keep track of all events occurring in the IT environment. The event may not necessarily be associated with failures or warnings, but can be informational in nature, such as an administrator logging in with a wrong password. The process’s purpose is to track and manage all events in the lifecycle of a service. When events are detected, most events just go into the record but some will initiate follow-up actions to be carried out by various teams. The logic is built in the design of the event management to capture events that make sense and then take appropriate optimized follow-up actions. The event management process comes into play in the operations phase of the service lifecycle. This is the phase that calls for real-time monitoring and on-the-fly actions. Any lapses in the services, even for a few minutes, could cost the customer big time with irrecoverable losses. So it is critical that event management is tuned to perfection to ensure that the pulse of the service is clearly heard and follow-up actions are unambiguously drafted and designed. Automation of monitoring activities is one of the biggest features of event management. While monitoring in real time is automated, even the actions to undertake during warnings and exceptions are generally automated to ensure standardization of operational activities, quick turnaround, and to increase productivity. Technology, therefore, is the biggest ally in designing and implementing the event management process. 160
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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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3.2 ITIL Roles Chapter 3 ■ ITIL S
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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 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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