The Service Operation Lifecycle Stage

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
Alright, My learners, we are Module six service operations.
00:05
All right, let's get ready.
00:07
All right. So less than 6.1 the service Operation Life Cycle stage.
00:14
Alright, I learning objectives in this video, we will cover the basic concepts and business value in service Operation Life cycle stages as well as rows of important functions within the service operations.
00:26
So delivering the service right, So service operations at this critical stage in the in the service life cycle so well planned and implemented processing services were not
00:36
would not provide a long term value unless they are properly managed controlled. To maintain so monitoring these activities of service operations are crucial to the ongoing reporting of performance and quality necessary to facilitate those improvements. So the purpose of the assault stages to coordinate
00:54
into agree levels of business users and customers. So eso is
00:58
responsible for the ongoing management of the technology that is used to deliver and support those services.
01:07
So the objectives of the service Operation Life Cycle stage When we start looking to the objectives, it's just to maintain that business satisfaction and confidence in the I t through effective and efficient delivery in support of that Greece services. So is to minimize the impact of service outages on the day to day business activities
01:25
and to ensure that the access to agree i t services
01:29
it's on Lee provided to those authorized to receive those services.
01:34
Okay,
01:38
and then we go into the scope, right. So the scope of the eso is more of this is to include the processes, the functions, the operations and the tools required to deliver and support those services. So it includes the service, the services provided the services themselves. The activities that forms parts of those services include included in the S O.
01:57
Then you have the service management processes, the ongoing management execution of the
02:01
of the many service management process that are performed in the Esso. And then you go into the technology, which is all the services that's required some form of technology to deliver them. And managing this technology is not a separate issue, but more of an integrated part of the management of the services themselves
02:20
and then, of course, people. So regardless of what services, processes or technology are managed,
02:24
they are all about people. So this is people who drive the demand for this organization, services and products, right? So it's about the people who decide how this will be done. So ultimately, it's the people who manage the technologies. Those processes and failure to recognize this is will result in has resorted into failure
02:43
of service management activities.
02:46
Okay,
02:47
so the value to the business. So when you go into the value to the business is adoption to the best practices defined with the itself as so publication that can provide many benefits So it includes reduce unplanned labor and cause through optimism, optimizing it and identifying those root causes
03:07
it meet those goals and objectives of the organization security policies,
03:12
as well as provide the operational data for use for by other processes. And when you start looking into you, provide quick and effective access to standard services. Provide that basis of automated operations, which is always a good thing, and then the management of the subcontracted suppliers. That's within that realm.
03:30
Those are the values to the business
03:32
and then you go into the basic concepts of the service operation. So the role of the communication in the service operation, which is very critically important because affect the communication between the I T teams and the service stakeholders is critical to the efficient support of operation of services.
03:47
So there should be a former policy around communications with each team or department or each process and for each processes. So the objective of this policy
03:57
is not to create a complex process, but just to ensure that information is communicated clearly and consistently an untimely manner. Okay,
04:09
and then the role of the communication of the service operation is just some examples of the communication would it includes. So includes the routine operational communication to performance reporting that the communication between shifts which is which is very important to the training, a new and changed processes and services of the designs.
04:28
Okay, and then we're going to the technical management functions. Now. The role of the technical management is a dual role of technical management, and they provide that balance between the skill levels and the utilization of the resource is and the cost so to be to be the cost ony of the technical expertise,
04:46
and they provide that actual resource necessary to design build transition into operate technology. Throughout this I t service management cycle,
04:54
so they provide that guidance into the I T operations on the operational activities related toe technology.
05:00
Okay,
05:02
and then you look more into the objectives of it. So they planned. They implement, and they maintain stable technical infrastructure. So that's what they had. The advocate
05:13
technical skills to maintain infrastructure. And they have swift use of the technical skills to diagnose and resolve technical issues on the spot.
05:20
Okay,
05:23
then you go into the application management function. Now the application management function there more there they are still a technical knowledge and expertise and management into the applications in the software. So they provided resource is to support the service, the service life cycle. So the application they're they're more dealing with the
05:43
software and dealing with the applications on a technical level,
05:46
okay
05:48
and then the objectives of the role of the application management. So they support the organization's business processes. They identify functional and manual requirements for a certain applications as well as assigned and designed deployment, ongoing management of these applications and Softwares.
06:09
And then we go into the I T operations. So the role of the I T operations management it's more to execute the ongoing activities and procedures to maintain the I T infrastructure. And it plays a dual role, just like many of the other ones do as well. So it's more responsible. The daily execution,
06:26
um, it plays that door roles, so it's much more responsible for executing activities in the performances
06:31
in balances, the business and the technical roles in the realm. So they do have It contains two functions, which is the I T operations control and the facility management.
06:42
Okay, which we'll call covered in like a lesson.
06:46
All right, so the I t. Operation control So I t Operation Control performs the following tasks. So it's a console management in Operation Bridge. So it's It's a central observation and monitoring. Do the job scheduling routine batch jobs and scripts, as well as the backup and restore activities
07:04
they print in output management as well as performance and maintenance activities.
07:12
And then we go into the facility management. So the management is the management of physical I T environments, including the data centers, the computer rooms, the internal third party recovery sites as well as associated power in in cooling equipment,
07:27
which we all understand and know about those particular things. So this function requires specialized knowledge related to the management of these environments.
07:34
So, as thes, large scale data centers consolidate projects, this infrastructure is being consolidated from a number of locations, and the logistical and environmental planning isn't that is involved with these projects are of that of nature. So
07:51
if this aspect is outsourced facilities measure refers to the management of that contract.
07:58
Okay,
08:01
so in summary, in less than 6.1, we provide the service Operation Life Cycle stage. So it provides you with this functions in the concepts and objectives of the service Operation Life cycle stage. All right, we'll be followed on by your in the lesson quiz and then on to the next lesson. All right, see, there.
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