Service Operations Processes

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
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>> All right my learners,
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we are on Lesson 6.3, Service Operations Processes.
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The learning objectives for today,
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in this video we will cover
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the major service operation processes,
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the scope, and concepts of incident management,
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as well as the scope of problem management.
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The major service operation processes,
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now that is incident management,
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that is to restore
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normal service operations as quickly as
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possible and to minimize
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the adverse impact on the business operations,
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as well as ensuring that the most possible levels of
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service quality and
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vulnerabilities are always maintained.
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Now, some of the important terms to take mention of
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is incident and normal service operations.
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Incident is an unplanned interruption to
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an IT service or a reduction
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of the quality of an IT service.
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Then the normal service operations,
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it's more a restore of normal service,
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which is going to be defined in the SLA,
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is the operational state where services and CI's are
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performing within
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the agreed service and operational levels.
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When we start thinking,
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and looking into incident management, now,
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you have to ensure that the standardized methods
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and procedures are used
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for efficient and prompt response analysis documentation,
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as well as ongoing management of those incidents.
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You increase the visibility
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and communication of those incidents,
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enhance those business perceptions of the IT.
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You align the incident
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management activities and priorities with
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those particular businesses as
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far as the matrix of those incidents.
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When you start looking into those,
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then you maintain that user satisfaction with the quality
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of the services risk comes in
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place of surveys of that nature.
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When we started looking at the scope
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of the incident management,
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so incident management is like
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the process that responds to the incidents.
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As the definition of an incident extends through
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events that are causing a disruption of a service,
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as well as the events that could impact
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a service if not responded to appropriately.
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Incidents can be opened before there's
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even adverse impact of that business.
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Incidents can be communicated by users or
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technical steps or even some of
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the suppliers that's within that chain.
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If the event doesn't match the definition,
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it will be out of scope for this process and handled by
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another IT service management process as appropriate.
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This would include information on events that
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indicate normal service or device operations.
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In addition, the customer
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contacting the service desk and
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making requests not unrelated to
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an incident will result in a service.
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There's logging as a service requests
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which will be handled outside of
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the incident management in
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that request fulfillment process
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that we discussed earlier in.
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Some of the basic concepts of the incident management,
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e-service provider environment will have a number of
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incident types that are likely to happen more than
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once due to the nature of the service provided.
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Some of the incident models are
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predefined steps to handle
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known types of incidence in an agreed manner.
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Incident models should include
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the following information such
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as the steps that should be taken
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to handle that particular incident or
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a chronic order were these steps should
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be taken and with
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any dependencies or core processes defined.
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Those responsibilities who should do what precautions
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and to be taken before resolving
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those incidents are very critical,
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such as like backing up those data or
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configuration files or things of that nature.
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Then when you start looking into the timescales,
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the timescales it represents the span of
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time within that certain events should occur.
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This is related to the understanding
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that each activity within
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that process will contribute to how
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long it takes to resolve that incident.
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You communicate it to
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all the support groups and must be based
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on a great response and
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resolutions up that target within the SLAs.
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Some of the major incidents require higher levels
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of response from the service providers.
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Clear definition must exist for what
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constitutes as a major incident
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and a major incident procedure
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must be defined and communicate to articulate
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the organizational response when
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a major incident does occur.
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The major incident is the highest category
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of an impact for a
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incident results into a significant disruption
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up to the business.
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The major incident procedure is a separate procedure with
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a shorter timescales and a greater urgency,
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which must be used for major incidents.
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Those are important terms to reference.
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Then when you go into the incident status tracking,
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when you go into these particular realms,
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so this status of
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incidence should be tracked throughout,
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so the life-cycle to support a proper handling and as
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well as specific say
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that accurate reporting of incidents statuses.
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You probably handle and escalated,
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you accurately report those incidents statuses,
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and then you capture within
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the Incident Management System for everyone,
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and they need to know is
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understanding if it's open or if it's in progress,
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if it's resolved or if it's closed.
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Then we go into the problem management process.
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Now, this process is to manage the life-cycle of
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all problems from
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first identification through further investigation,
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documentation, and eventual removal.
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The purpose of problem management it seeks to
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understand the causes of a problem, documenting those,
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communicating those known errors, to support staff,
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to minimize the impact of
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incidents related to those problems.
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And being proactively reoccurrence
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of incidents related to those issues as well.
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The objectives of those problem management
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is responsible for managing those problems cycles.
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The primary objective is to prevent the occurrences
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of problems and resulting incidents,
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eliminating recurring incidents, as well as minimize
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the adverse impact to avoid future incidents.
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The scope of the problem management is
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primarily within the scope of his service operation.
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It's more of a reactant problem management as well
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as the proactive problem management.
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There's more on a false
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primarily within the scope of the SO phase,
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like it was stated, so supporting
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the operational services.
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Problem management supports the SCI activities by
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proactively identifying those causes
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and problems before to incidence occurs.
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Then you look into the reactive as well.
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Where there is problem contains both aspects,
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or both are focused on identifying and
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correcting those problems that
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are triggered in different ways.
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[inaudible] describes the difference between
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reactive and proactive as being
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just a process of activities that
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typically be triggering reaction and
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then focusing on a trigger activities
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is seeking to improve that service.
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The reactive problem management.
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They resolve those problems in response to
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the specific incidents or events.
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Then your proactive management,
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which again is triggered by those improvement activities.
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Some of the basic concepts of problem management,
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some of the more key definitions is the work rounds,
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is the known errors and is also the known error database,
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which is the KEDB,
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which is the centralized storage of known errors in
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those resolutions of those incidents and problems.
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In summary, the Lesson 6.3,
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the major service operation processes
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within the incident management.
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We provided you the basic concepts
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of incident management as well as
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the problem management processes
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they have within the business structure.
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Now, will be followed in the lesson quiz,
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and then to the next lesson. See you there.
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