24 multiply proven processes of Service Operation

283 pages

24 process templates

7 interface diagrams

6 RACI-matrices

21 checklists

PDF-format

english

€ 70.-

Implement the required processes of Service Operation (according to ITIL^® and ISO 20000) with reduced investment in external consulting:

1      Content

2      The novelties within ITIL^® V3 revision 2011

3      Service Lifecycle

4      Service Operation

  4.1       Process Overview

  4.2       Interfaces of Service Operation

  4.3       Processes within Service Operation

    4.3.1        Event Management

      4.3.1.1        Interfaces of Event Management

      4.3.1.2        Organization of Event Management

      4.3.1.3        Event Monitoring

      4.3.1.4        Event Tracking and Closure

    4.3.2        Incident Management

      4.3.2.1        Interfaces of Incident Management

      4.3.2.2        Organization of Incident Management

      4.3.2.3        Incident Registration

      4.3.2.4        Incident Resolution First Level

      4.3.2.5        Incident Resolution Second Level

      4.3.2.6        Incident Monitoring and Escalation

      4.3.2.7        Major Incidents

      4.3.2.8        Incident Tracking and Closure

      4.3.2.9        User Information

      4.3.2.10     Incident Reporting

    4.3.3        Problem Management

      4.3.3.1        Interfaces of Problem Management

      4.3.3.2        Problem Registration

      4.3.3.3        Problem Resolution

      4.3.3.4        Problem Tracking and Closure

      4.3.3.5        Review of Major Problems

      4.3.3.6        Problem Reporting

    4.3.4        Access Management

      4.3.4.1        Interfaces of Access Management

      4.3.4.2        Enlistment and Retirement

      4.3.4.3        Management of User Profiles

      4.3.4.4        User Permission Request

    4.3.5        Service Request

      4.3.5.1        Interfaces of Service Request

      4.3.5.2        Service Request

      4.3.5.3        Backup Recovery

    4.3.6        Operations Control

      4.3.6.1        Interfaces of Operations Control

      4.3.6.2        IT Operations Management

      4.3.6.3        Contingency Activities

5      Glossary

  5.1       Process Documents in Service Operation

  5.2       Involved Organizational Units in Service Operation

  5.3       Involved Roles in Service Operation

  5.4       Involved IT Systems in Service Operation

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Event Management

  6.2       Responsibility Assignment Matrix Incident Management

  6.3       Responsibility Assignment Matrix Problem Management

  6.4       Responsibility Assignment Matrix Access Management

  6.5       Responsibility Assignment Matrix Service Request

  6.6       Responsibility Assignment Matrix Operations Control

7      Checklists for Service Operation

  7.1       Checklist Request for Change

  7.2       Checklist Incident Record

  7.3       Checklist Initial Analysis Incident

  7.4       Checklist Incident Priority

  7.5       Checklist Incident Escalation

  7.6       Checklist Incident Reporting

  7.7       Checklist Capacity Reporting

  7.8       Checklist Operational Level Agreement

  7.9       Checklist Continual Service Improvement Register

  7.10     Checklist Service Level Requirement

  7.11     Checklist Service Level Agreement

  7.12     Checklist Service Level Report

  7.13     Checklist Service Catalogue

  7.14     Checklist Service Portfolio

  7.15     Checklist Service Design Package

  7.16     Checklist Service Specification

  7.17     Checklist Availability Reporting

  7.18     Checklist Underpinning Contract

  7.19     Checklist Problem Record

  7.20     Checklist Problem Priority

  7.21     Checklist Problem Closing

Per ITSM Discipline

(strategy, design, transition, operation, continual improvement)

• Process index of the respective ITSM discipline

• Interface diagrams

• Main information flows

• Supplemental checklists for the implementation