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Service Operation by Mind Map: Service Operation
5.0 stars - 7 reviews range from 0 to 5

Service Operation

Purposes:- Coordinate and carry out the activities and processes required to deliver and manage services - Ensuring that the necessary technology is managed properly to support this service delivery

SO Functions

comprises the measures and the people that carry out a defined process or activity

Service Desk

Benefits, Improves customer service, Increases accessibility through a single point of contact, Improves infrastructure and control, Improves the use of IT support resources, reduces the negative business impact, provides an excellent grounding for employees

Structures, Local, Centralized, Virtual service desk, Follow-the-sun service desk

Technical Management

Focuses on the management of IT hardware. It plays a dual role, holds technical knowledge and expertise, provides technical resources to support ITSM lifecycle

The roles

IT Operations Management

Operations Control sub-funtion, Executing routine tasks in all technical areas, managing consoles, job scheduling, Performing backups & restores, Managing print & electronic output, Performing maintenance activities

Facilities Management sub-function

plays a dual role, keeping current activities and processes running optimal, adapting to changes in business requirements and demand

Application Management

plays a dual role, technical knowledge and expertise, resources needed to support the ITSM lifecycle

Specific roles, providing guidance to IT SO, integrating the application management lifecycle with each stage of the ITSm

The Role of Communication

Effectively Communication practice

Identify the relevant stakeholders

Types of communication typical, routine operational communication, communication between shifts, performance reporting, communication in projects, training on new or changed processes and service designs, Communicate Changes, Communicate exceptions, Communicate emergencies, Communicate on strategy, design, and transition to SO team

Express the intended purpose

Agree on an appropriate mode of communication

Facilities successful meetings

the factors drive to a successful meeting, Establishing a clear agenda, recording issues that are not on the current agenda, ensuring that rules for particular are understood, Keeping minutes, Encouraging appropriate levels of participation

Common SO meetings

Operations meetings

Group meetingd

Customer meetings

Scope and Responsibilities



Service Management processes




Executing and performing processes to optimize the cost and quality of services

Provide the business with capacity to meet its objectives

Technology used to deliver and support service

The overall functioning of the business ifself

Ensuring user satisfaction with the IT services


Deliver IT services and support

Ensure IT services are provided only to those authorized to receive the service

Reduce the impact of service outages in daily operations


comprises the measures and the people that carry out a defined process or activity

Incident Management

Incident comes from: - through reports from technical staff - as a result of using event monitoring tools - as a result of users' communication with SDesk - through reports from suppliers or business partners

Scopes & Principles, Scopes, Principles, Setting timescales for incident response, Creating incident models, include specific information, the required steps for handling an incident of the relevant type, the order of the required steps, the designated employees or units reposible for each steps, any precautions - such as making backups or implementing other safety measures, timescale and thresholds for completion of the steps, who to contact if an incident requires escalation, any steps required to collect and secure evidence for use, planning special responses to major incidents, Tracking incident status, status: Open ==> in progress ==> Resolved ==> Closed, dividing the incident life-cycle in to clear stages

Activities of SO Process, incident identification, Incident logging, category and impact, nature and occurrence, resolution, Incident categorization, To develop appropriate set of incident categories, conduct a brainstorming session, use trial categories, review ad adjust the categories, Incident prioritization, incident diagnosis, Incident escalation, Functional escalation, Heirarchic escalation, Investigation and diagnosis, investigating is likely to involve, establishing exactly what has gone wrong or is being sought by the end user, Determining the chronological order of events that occurred, Confirming the full impact of the incident, Identifying any events that could have triggered the incident, Searching incident records or know error databases for previous knowledge gained, Resolution and recovery, People may be involve: users, service desk staff, members of support groups, third-party suppliers, incident closure / re-opening, Confirm before closed, The initial incident categorization was correct, users are satisfied with the resolution, document has been updated, the incident's root case has been addressed

Managing Incidents

Incidents Interface, Service Design stage, SLM, Service Level Management, ISM, Information Security Management, CM, Capacity Management, AM, Availability Management, Service Transition stage, SACM, Service Asset and Configuration Management, CM, Change Management

Problem Management

Purpose of PM is to identify, document, and resolve problems

Scopes, Diagnosing the root causes of INC and determining resolutions, Involve appropriate control procedures, especially Change Management and Release and Deployment Management, Maintaining and documenting information, Conducting periodic scheduled review of INC records to find patterns and trends, Conducting major INC reviews, Conducting periodic scheduled review of operational log and maintenance records to identify patterns and trends in activities, Conducting periodic scheduled review of event logs to identify patterns and trends, Conducting brainstorming sessions to identify trens, Using check sheets to collect data on service or operational quality issues

Principles, Reactive and proactive, Problem models, Problem models and workarounds for know errors should be recorded in a Known Error Database, KEDB, Incidents versus problems

Objectives, Prevent, Eliminate, Minimize

Processes, 1. Problem Detection, Reactively, Proactively, 2. Problem logging, reported by, date and time, service and equipment details, priority and categorization details, incident record information, Diagnostic or attempted recovery, 3. Problem catageorization, 4. Problem prioritization, 5. Problem investigation & diagnosis, Techniques can be used to investigate and diagnose, Braintorming, The "5-Whys" technique, fault isolation, affinity mapping, hypothesis testing, technical observation post, Ishikawa diagram, Pareto analysis, use the KEDB, use the CMS, 6. Workarounds, 7. Raise know error if required, 8. Problem resolution, 9. Problem closure, 10. Major problem review

Interface, Service Strategy, Financial Management, Service design, Availability Management, Capacity Management, IT Service Continuity Management, Service Level Management, SLM, Service Transition, Change Management, SACM, Service Asset and Configuration Management, Knowledge Management, SKMS, KEDB, Release and Deployment Management, CSI

Event Management

objectives, Detect all changes of state, determine the appropriate control action, provide the trigger, or entry point, for the excution, provide the means to compare actual operating performance and behavior against design standards and SLAs, provide a basic for service assurance and reporting

Associating with, CIs, environmental conditions, software licensing, security, normal IT activity

Request Fulfillment

objectives, maintain user and customer satisfaction, provide a channel for users to request and receive standard services, Provide information to users and customer, source and deliver the component of requested standard services, assist users

Access Management