3 Service Operation principles ............................................................................

39
3.1 Functions, groups, teams, departments and divisions .......................................... 40
3.2 Achieving balance in Service Operation ............................................................... 42
3.2.1 Internal IT view versus external business view ....................................................... 42
3.2.2 Stability versus responsiveness .............................................................................. 45
3.2.3 Quality of service versus cost of service ................................................................. 48
3.2.4 Reactive versus proactive ....................................................................................... 51
3.3 Providing service................................................................................................... 56
3.4 Operation staff involvement in Service Design and Service Transition................. 57
3.5 Operational Health ................................................................................................ 58
3.6 Communication ..................................................................................................... 60
3.6.1 Meetings .................................................................................................................. 61
3.6.1.1 The Operations meeting..................................................................................................62
3.6.1.2 Department, group or team meetings .............................................................................63
3.6.1.3 Customer meetings .........................................................................................................63
3.7 Documentation ...................................................................................................... 64
4 Service Operation processes ...........................................................................65
4.1 Event Management ............................................................................................... 67
4.1.1 Purpose/goal/objective ............................................................................................ 67
4.1.2 Scope....................................................................................................................... 67
4.1.3 Value to business .................................................................................................... 68
4.1.4 Policies/principles/basic concepts ........................................................................... 69
4.1.5 Process activities, methods and techniques ........................................................... 70
4.1.5.1 Event occurs ...................................................................................................................71
4.1.5.2 Event notification.............................................................................................................71
4.1.5.3 Event detection ...............................................................................................................72
4.1.5.4 Event filtering ..................................................................................................................72
4.1.5.5 Significance of events .....................................................................................................72
4.1.5.6 Event correlation .............................................................................................................74
4.1.5.7 Trigger.............................................................................................................................74
4.1.5.8 Response selection.........................................................................................................75
4.1.5.9 Review actions ................................................................................................................78
4.1.5.10 Close event ...................................................................................................................78
4.1.6 Triggers, input and output/inter-process interfaces................................................. 79
4.1.7 Information Management......................................................................................... 80
4.1.8 Metrics ..................................................................................................................... 80
4.1.9 Challenges, Critical Success Factors and risks ...................................................... 81
4.1.9.1 Challenges ......................................................................................................................81
4.1.9.2 Critical Success Factors..................................................................................................81
4.1.9.3 Risks ...............................................................................................................................82
4.1.10 Designing for Event Management ......................................................................... 82
4.1.10.1 Instrumentation .............................................................................................................83
4.1.10.2 Error messaging............................................................................................................83
4.1.10.3 Event Detection and Alert Mechanisms ........................................................................84
4.1.10.4 Identification of thresholds ............................................................................................84
4.2 Incident Management............................................................................................ 86
4.2.1 Purpose/goal/objective ............................................................................................ 86
4.2.2 Scope....................................................................................................................... 86
4.2.3 Value to business .................................................................................................... 86
4.2.4 Policies/principles/basic concepts ........................................................................... 87
4.2.4.1 Timescales......................................................................................................................87
4.2.4.2 Incident Models...............................................................................................................87
4.2.4.3 Major incidents................................................................................................................88
4.2.5 Process activities, methods and techniques ........................................................... 89
4.2.5.1 Incident identification ......................................................................................................90
4.2.5.2 Incident logging...............................................................................................................91
4.2.5.3 Incident categorization ....................................................................................................92

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