Service Operation

ITIL V3 Service Operation disconnect between Incident and Problem Management

skeptic — Mon, 07 Sep 2009 02:40:26 -0600

There seems to be a major disconnect between ITIL V3 Incident and Problem Management.

SO 4.2 Incident Management process never determines the service

skeptic — Mon, 10 Aug 2009 01:00:50 -0600

[corrected:] At no point in section 4.2, Incident Management, is determing the service ever mentioned. in fact services in general are hardly ever mentioned, other than refering to SLAs (for details see comment below).

Not even in incident categorisation or prioritisation or any activity. There is no mention of service impact analysis.

The CMS is only accessed to 'identify the CIs affected' and get 'relationships between CIs'. The Service Catalogue apparently doesn't exist.

Proactive problem management description does not exist in V3

aroos — Thu, 07 May 2009 05:08:45 -0600

I found a beauty. Actually embarrassed I have not seen this earlier.

I was looking a V3 problem Management Graph and noticed that one of the inputs comes from proactive problem management which would indicate the proactive problem management is outside actual problem management. I tried to find more details and this is the result.

The SO book describes Proactive Problem Management (4.4.5, see also 4.4.7):

Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual Service Improvement(see this publication for fuller details).

Problem management process graph is wrong

mbuzina — Thu, 05 Mar 2009 05:57:20 -0700

Page 60 of SO shows the problem management process as a flow chart. The decision "Workaround" has one single exit, which is not labeled. It directly points to "Create Known Error Record". There is no prerequisite for a known error to have a workaround (known error means we know the cause!).

Additionally there is an arrow coming up from resolution back to "Investigation & Diagnosis" and "Workaround?" (it could be that it also points to "Create Known Error Record", since the graph is very ambigous).

Known Error sub-process

aroos — Wed, 22 Oct 2008 01:44:38 -0600

There are two references to Known error sub-process in the SO book.
For example Chapter 4 states:
Problem Management involves root-cause analysis ... and a Known Error sub-process to allow quicker diagnosis and resolution if
further incidents do occur.

In the Problem Management Process there is no reference to this sub-process and I cannot find the description anywhere.

definition of incident

aroos — Fri, 14 Mar 2008 00:53:10 -0600

SO book describes incident in a strange manner. The definition is incorrect and contains a short description of the process as well. The process description contain also events. It looks like the author did not know or understand what the V2 definition of incident is and forgot to edit the definition.

The box on page 46 states:

In ITIL terminology, an ‘incident’ is defined as:
An unplanned interruption to an IT service or
reduction in the quality of an IT service. Failure of a
configuration item that has not yet impacted service

SO p64 CAB/EC should be ECAB

skeptic — Wed, 12 Mar 2008 04:38:15 -0600

4.4.5.8 ‘Change Advisory Board Emergency Committee (CAB/EC) to facilitate this urgent action.’ change to ‘Emergency Change Advisory Board (ECAB).’

SO p58, p61 ‘unknown’ deleted

skeptic — Wed, 12 Mar 2008 04:32:19 -0600

58
In first sentence of section 4.4, ‘unknown’ deleted
61
In first bullet point of 4.4.5.1 ‘an unknown cause’ changed to ‘a cause’

SO p 123 6.3.4 "IT Operations Management"

skeptic — Mon, 25 Jun 2007 16:25:19 -0600

http://www.best-management-practice.com/changeLog/maintainIssue.aspx?ID=... describes this error: 6.3.4 Technical Management Organization. Third paragraph begins with the words "IT Operations Management" This should be changed to "Technical Management"

I disagree. I think they are referring to the broader IT Operations Management correctly. Included here as NOT an error :-D

SO p35 Event definition

pfranck — Mon, 25 Jun 2007 04:48:47 -0600

I do not understand second part of the definition of an event (Service Operation, Page 35, 4.1 Event Management).

The definition seems to include 2 parts : one which is consistent with the Event definition in the glossary (Service Operation, page 232) and the second starting with "evaluation of the impact".

There is a missing line in the right hand column if you compare it's length to that of the left colum.

My explanation to this is there is probably some text missing. Something like "(...) of IT Service. Event Management implies evaluation of the impact (...)".