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Chapter 7 ■ Service Operations There is no specific line drawn in ITIL publications as to what constitutes a service request and what is a standard change. The practice in the IT industry is that any changes to services that involve users directly are under the service request umbrella, and the changes performed on the central infrastructure and software are handled within the scope of change management process as standard changes. 7.5.3.1.3 Service Requests and Service Catalog In Chapter 5 I discussed the service catalog management process. This process gave insight into the world of services and the offerings from which customers could pick and choose. In a similar vein, there is a catalog of services that users can request from. All the service requests must be preconceived and put into this user-facing service catalog. This is a huge exercise for the service provider to undertake, and developing an accurate and complete service catalog takes a lot of effort, discipline, and good understanding of the customer and his business activities. 7.5.3.2 Objectives of Request Fulfillment Management The prime objective of the request fulfillment management process is to ensure that service requests from the user community are fulfilled within the stipulated timelines. This is a minor process in the service operations lifecycle phase. The other objectives are: • Make the user aware of the provisions of the service catalog and the process for requesting services • Ensure that a list of service requests exists and is made available to users • Efficiently and effectively handle all service requests to maintain customer satisfaction levels for the service request area • Source (obtain from necessary suppliers or other entities) and deliver the service request components such as software licenses • Provide support in taking complaints, compliments, and providing general information to the user community 7.5.3.3 Scope of Request Fulfillment Management The scope of service requests is subjective in nature. You cannot put a finger on a boundary and name them as service requests. I made a point earlier stating that service requests are a subset of standard changes, so it is fair for organizations to place service requests under the change management umbrella. Not-so-mature organizations group service requests with the incidents, as discussed earlier. To summarize, the scope is to be deduced by the service provider organization on what will constitute service requests and how they will be handled. 177
Chapter 7 ■ Service Operations Most mature organizations publish a service catalog, and users can only raise service requests that are listed in this catalog. Any additions or subtractions to this catalog will go through a separate channel and generally involve the change management process. All the items in the catalog are then broken down based on the activities that need to be performed to fulfill the service requests. For example, a service request for ordering a new wireless mouse will proceed with the following activities: Step 1: Approval from supervisor Step 2: Approval from financial approver Step 3: Store supervisor to check for availability in stores Step 4: Source wireless mouse from stores if available, or else procure from designated vendor Step 5: Deliver wireless mouse to user Step 6: Obtain confirmation Such work instructions are generally documented for every service request. They are stored in the service knowledge management system (SKMS). Some organizations make it more efficient by automating the approval process in the ITSM ticketing tool and integrating the service requests with the hardware/software asset database for sourcing options. This saves time and avoids delays pertaining to placing orders. 7.5.4 Problem Management Problem management is the only other major process in the ITIL service operations phase. As the name suggests, it deals with problems. I will get to the crux of problems and other related terms in the next few sections. However, the way I represent the problem management process is as the investigation unit of the IT service provider organization. You might have seen the popular crime scene investigation television series, where crimes are solved by following the clues and lead to solving the crime committed. I had written an article in a popular training portal describing how problem management is the crime scene investigation of IT service management, and since then, many ITIL practitioners and students have used the terms interchangeably. I have received many comments commending my parallel observations. In the IT world, there are problems. Say, for example, a bug in an application crashes it every time users try to access particular functions. The resolution of this problem is not simple. There is a workaround available, so this bug does not bring down the customer organization. But it needs to be fixed. So an investigation into the problem needs to be launched and software validation and compilation logs must be examined in detail. Tens of thousands of lines of codes must be analyzed, and the bug must be identified. After identifying the cause, a solution needs to be developed and implemented. All of these activities are done under the auspices of problem management. In short, problem management deals with identifying the smoking gun and finding a permanent fix. 178
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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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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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