Service Operations Processes

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
Alright, My learners, we are on less than 6.3 service operations processes.
00:08
So the learning objective for today in this video we will cover the major service operation processes the scope and concepts of incident management as well as the scope of problem management. Okay,
00:21
so the major service operation processes now that is instant management. So that is to restore normal service operations as quickly as possible and to minimize the adverse impact on the business operations, as well as ensuring that the most
00:37
possible levels of service quality and val abilities are always maintained.
00:44
Okay,
00:46
now, some of the important terms to take mention off this incident and normal service operations. Right? So incident is an unplanned interact interruption to an I T service or a reduction of the quality of an I T service
01:03
and then the normal service operations. More restored of normal service,
01:07
which is gonna be defined in the S. L. A. Is the operational state where services and sea ice are performing within the agreed service and operational levels.
01:19
Okay,
01:23
So when we start thinking and looking into the incident management now, do you have to ensure that the standardized methods and procedures are used for efficient and prompt response analysis documentations as well as ongoing management of those incidents.
01:38
You increase that visibility and communication of those incidents
01:42
enhance those business perceptions of the i. T. You align the incident management activities and priorities with those particular businesses as faras the matrix of those incidents. And when you start looking into those,
01:57
you maintain that user satisfaction with the quality of the services, which comes in place of like surveys of that nature. Okay,
02:07
so when we started looking at the scope of the incident management, so incident management like the process that responds to the incidents. So as the definition of the incident extends through events that are causing a disruption off a service as well as the events that could impact the service if not responding to appropriately
02:24
so incidents can be open before there is even a verse impact
02:29
of that business. So incidents can be communicated by users or technical staffs or even some of the suppliers that's within that's chain. So if if the event doesn't match the definition, it will be out of scope for this. For this process and handled by another, I T service management process as
02:49
as appropriate, so this would include information of events that indicate normal service or device operations.
02:54
In addition, the customers contact the service desk and making requests not related to an incident will result in a service that's logging as a service request, which will be handled outside of the incident management in that request fulfillment process that we discussed earlier in
03:15
all right, so some of the basic concepts of the incident management so each provide each service provider environment will have a number of incident types that are likely to happen more than once due to the nature of the service provided. So some of the
03:31
incident remind. Some of the incident models are pre defined steps to handle known types of incidents in the agreed manner,
03:38
right, So incident incident models should include the following information such as the steps that should be taken to handle that particular incident or chronic order. Where these steps should be taken and with any dependencies or cold processing is to find so those responsibilities,
03:57
who should do what precautions and
04:00
to be taken before resolving those incidents are very critical, such as like backing up those status or configuration files of things of that nature. So then we start looking into the time scales,
04:12
time skills. It represents the span of time within that certain events should occur. So this is related to the understanding that each activity within that process will contribute to how long it takes to resolve that incident. So you communicate that to all the support groups
04:30
and must be based on the great response and resolutions of that target within the S L. A's.
04:35
Okay,
04:38
so some of the major concepts of the major incidents that we have followed so that some of the major incidents require higher levels of response from the service provided so clear definition must exist
04:48
for what constitutes as a major incident. And a major incident procedure must be defined and communicated to articulate the organization response when a major incident does occur.
05:00
So the major incidents, the highest category oven impact for incident results into a significant disruption of to the business and the major incident procedure is a separate procedure with a shorter time scales
05:14
in a greater urgency which must be used for major incidents.
05:18
Okay, that was our important terms to reference
05:23
and then when you go into the instant status tracking when you go into these particular realms. So this status of incidents should be tracked throughout. Right. So the life cycle to support a proper handling and as well that's facilitate the accurate reporting of incidents statuses.
05:39
So you probably handle and escalated. You accurately report those incidents statuses,
05:44
and then you capture within the incident management system for everyone that, in the need to know, is understanding if it's open or if it's in progress, if it's resolved or if it's closed
05:57
and then we go into the problem. The problem management process. Now This process is to manage the life cycle of all problems from first identification through further investigation, documentation and eventual removal. So the purpose
06:14
of proper management it seeks to understand the causes of a problem documenting those communicating those known errors
06:20
to support staff to minimize the impact of incidents related to those problems
06:27
and being pro actively prevent career occurrence of incidents related to those issues as well.
06:32
So the objectives of those problems management So it's two. It's responsible for managing those problems cycles. The primary objective is to prevent the occurrences of problems and resorting insistent incidents, eliminating recurring incidents as well as minimize the adverse impact to avoid
06:49
future incidents.
06:54
So the scope of the problem management So it's probably within the scope of the service operation. So it's more of a reactive problem management as well as the problem, the proactive problem management. Okay,
07:06
so that's more on a false primarily within the scope of the eso phase, like was stated. So it's supporting the operational services. So problem measure supports to see is the S C. I activities by proactively identifying those causes and problems before the incident occurs. And then you look into the reactive as well.
07:27
Okay, and where that is, problem contains both aspects of both
07:30
our focus on identifying and correcting those problems that are triggered in different ways. So, I tell describes the difference between reactive and proactive as being just a process of activities that typically be triggered and reaction, and then focusing and then focusing on the trigger Activities are seeking to improve that service on
07:51
the reactive problem management. So that resolves those problems in response to specific incidents or or events. And then you're proactive management, which again is triggered by those improvement activities.
08:05
Okay.
08:09
And in some of the basic concepts of problem management, some of them or key definitions, is the workarounds is the known errors and is also the known error database, which is the K e d B, which is the centralized storage of known errors. And those resolutions of those incidents. Foreign problems.
08:30
Okay,
08:31
so in summary, the less than 6.3 the major service operation processes within the incident management. We provided you the basic concepts of incident management as well as the problem management processes that within the business structure Now we will be followed by your in the lesson
08:50
you're in the lesson quiz and then to the next, um, lesson. All right, so you there.
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