The document describes several key functions within IT operations management: 1) The Service Desk function handles incidents and service requests from users and aims to restore normal service quickly. 2) Technical Management maintains the technical infrastructure and ensures skills and resources are available to support the IT lifecycle. 3) Application Management supports applications and integrates their lifecycle into overall IT service management. 4) IT Operations Management executes ongoing procedures to maintain infrastructure and deliver services at agreed levels. It includes functions like operations control and facilities management.

1. Service Operation Functions

2. IT Operation Management
Technical Management Application Management
IT OPERATIONS CONTROL
Mainframe • Console Management Financial Apps
• Job Scheduling
Server • Backup & Restore HR Apps
• Print & Output
Network Business Apps
Storage
Databases
FINANCIAL MANAGEMENT
Directory • Data Centers
• Recovery Sites Service Desk
Desktop • Consolidation
• Contracts
Middleware
Internet/Web

3. Functions In Service Operation
The Service Desk Function

4. Objectives
Primary aim
– to restore ‘normal service’ to the users as quickly
as possible
(While this could involve fixing a technical fault, it could equally involve) Fulfilling a
service request or answering a query – anything that is needed to allow the users to
return to working satisfactorily

5. Role of the Service Desk
A Service Desk is a functional unit made up of a dedicateds
number of staff responsible for dealing with a variety of
service events, often made via telephone calls, web interface,
or automatically reported infrastructure events.
The Service Desk is a vitally important part of an organization’s
IT Department and should be the single point of contact for IT
users on a day-to-day basis –
and will handle all incidents
and service requests, usually
using specialist software
tools to log and manage
all such events.

6. Types Of Service Desks
Local Local Local
User User User
Local Service
Fine Line Support
Desk
Virtual Service Desk
Network &
Third Party Application Desktop
Operation
Support Support Support Support
Customer Customer Customer
Site 1 Site 2 Site 3
Centralized
Service Desk
Second Line Support
Network &
Third Party Application Desktop
Operations
Support Support Support Support

7. Staffing Considerations
Balancing number of staff available to match demand:
– Customer service expectations
– Business requirements
– Size, relative age, design, and complexity of the IT
infrastructure and services
– Service Portfolio and Catalog
– Different languages
– Skill level of customer
– Time zones
– Cultural issues
– Patience, Multitasking
Capability

8. Key Metrics
PERCENTAGES
• First-line resolution rate AVERAGES
• Calls resolved during the first • Time to resolve an incident
contact • Time to escalate an incident
• Calls resolved without • Cost of handling an incident
escalation • Time to review and close a
• Customer or user resolved call
updates as per SLA • Call time metric
THE NUMBER OF CALLS
CUSTOMERS • Hourly
• Daily
SATISFACTION SURVEYS • Weekly
• Completed/ Returned • Monthly
• Satisfied • Quarterly
• Unsatisfied
• Reasons

9. Functions In Service Operation
The Technical Management Function

10. Objectives
Technical Management
To help plan, implement and maintain a Mainframe
stable technical infrastructure to support
Server
the organizations business processes
through : Network
– Well designs and highly resilient, Storage
cost-effective technical topology
Databases
– The use of adequate technical
skills to maintain the technical Directory
infrastructure in optimum
condition Desktop
– Swift use of technical skills to
speedily diagnose and resolve any Middleware
technical failures that do occur
Internet/Web

11. Role of Technical Management
It is the custodian of technical knowledge and expertise related to managing the IT
infrastructure. In this role Technical Management ensures that the knowledge
required to design, test, manage and improve IT services is identified, developed and
refined.
It provides the actual resources to support the IT Service Management Lifecycles. In
this role Technical Management ensures that resources are effectively trained and
deployed to design, build, transition, operate and improve the technology required
to deliver and support IT Services.

12. Key Metrics
• Measurement of agreed outputs
– SLA/OLA targets
– Transaction rates
– Availability ( service )
• Process Metrics
• Technology Performance
– Utilization
– Availability ( component )
– Performance
– Mean time between failures ( MTBF)
• Maintenance
• Training and Skills Development

13. Functions In Service Operation
The Application Management
Function

14. Objectives
The Objectives of Application Management are to
support the organization’s business processes by
helping to identify functional and manageable
requirements for application software
and then assist in the design
and deployment of those
applications and the ongoing
support and improvement
of those applications.

15. Role of Application Management
• It is the custodian of technical knowledge and expertise
related to managing applications
• It provides the actual resources to support the IT
Service Management Lifecycle
• Providing guidance to IT Operations about how best to
carry out the ongoing operational management of
applications
• The integration of the Application Management
Lifecycle into the IT Service Management Lifecycle

16. Key Metrics
• Measurement of agreed outputs • Maintenance
 SLA/OLA targets • Training and Skills Development
 Transaction rates • Process Metrics
 Availability (Service)
• Application Performance
 Data Integrity
 Availability (Component)
 Response rate
 Mean time between failures(MTBF)

17. Functions In Service Operation
The IT Operations Management
Function

18. Objectives
• Maintenance of the ‘status quo’ to
achieve stability of the
organization’s day-to-day
Application Management
processes and activities
• Regular scrutiny and Financial Apps
improvements to achieve HR Apps
improved service at reduced costs,
while maintaining stability Business Apps
• Swift application of operational
skills to diagnose and resolve any
IT operations failures that occur

19. Role of IT Operation Management
The role of Operations Management is to execute the
ongoing and procedures required to manage and
maintain the IT infrastructure so as to deliver and
support IT Service at the agreed levels.

20. IT
OPERATION
MANAGEMENT
IT OPERATIONS CONTROL FINANCIAL MANAGEMENT
• Console Management • Data Centers
• Job Scheduling • Recovery Sites
• Backup & Restore • Consolidation
• Print & Output • Contracts

21. IT Operations Control
A subset of the IT Operations Management, It
oversees the execution and monitoring of the
operational activities and events in the IT
infrastructure. It can be done with the assistance of an
Operations Bridge or Network Operations Centre

22. Facilities Management
A subset of the IT Operations Management function. It refers to
the management of the physical IT environment
Facilities Management also includes the coordination of large
scale consolidation projects, e.g. : data centre consolidation or
server consolidation projects

23. Key Metrics
• Measurement of agreed outputs
– SLA/OLA targets
– Successful completion of scheduled obs
– Number of exceptions to scheduled activities
– Availability (service)
– Equipment installations
• Process Metrics
• Facilities Management
– Cost vs. Budget related to maintenance construction,
security
– Power usage
• Training and Skills Development