Professional Documents
Culture Documents
Operational Management - Group Project Project: IT Operational Excellence
Operational Management - Group Project Project: IT Operational Excellence
Rohit Gupta(EPGP-09-151)
Ritesh Tayal(EPGP-09-063)
Sachin Mittal(EPGP-09-154)
Contents
Acknowledgement .................................................................................................................................. 3
Abstract ................................................................................................................................................... 3
Introduction ............................................................................................................................................ 3
Objectives ............................................................................................................................................... 3
Approach Used........................................................................................................................................ 4
ITIL ....................................................................................................................................................... 4
Service Level Agreement..................................................................................................................... 5
Key Ingredients of SLA template ..................................................................................................... 5
RACI ................................................................................................................................................. 5
Service Operations .......................................................................................................................... 6
Request Fulfilment .......................................................................................................................... 7
Incident Management Process ....................................................................................................... 7
Problem Management .................................................................................................................... 8
Summary of steps ................................................................................................................................... 9
Conclusion ............................................................................................................................................. 11
References ............................................................................................................................................ 12
Acknowledgement
We the students of EPGP 09 batch would like to extend our sincere thanks to the institute
IIMK and Professor Ashutosh Sarkar for providing us the opportunity to study and
understand various tool and techniques in Operational Management.
Abstract
In this project, we are discussing the issues faced while setting up operations for handling IT incident
and Business requests while setting up new Production Support team in an Investment Bank.
Introduction
We are trying to address the below problems found while course of setting up new IT
Support teams.
Due to these problems business is not satistified by the services provided and lost trust in IT
and IT was also not able to cope up with the business requests.
Objectives
Above problems mentioned were nearly resolved by implementing ITIL Frame work -
Information Technology Infrastructure Library, which is the best know frame work for
providing IT services to the business.
Here we will be discussing the problems faced in IT operations stage and how they were
address by IT Service operations of ITIL.
Approach Used
ITIL
ITIL describes processes, procedures, tasks, and checklists which are not organization-
specific, but can be applied by an organization for establishing integration with the
organization's strategy, delivering value, and maintaining a minimum level of competency. It
allows the organization to establish a baseline from which it can plan, implement, and
measure. It is used to demonstrate compliance and to measure improvement.
ITIL 2007 has five volumes, published in May 2007, and updated in July 2011 as ITIL 2011 for
consistency:
Service Level Management provides a point of regular contact and communication to the customers
and business managers of an organization. It represents the IT service provider to the business and
the business to the IT service provider. The Service Level Manager works with customers to ensure
that expectations and service quality match while the service is being designed and also after the
service goes live; this includes new and existing services.
In addition, the Service Level Management process establishes and maintains Service Level
Agreements (SLAs) for all current, live services and reviews them at least annually.
RACI
Service Operations
The purpose of Service Operation is to coordinate and carry out the activities and processes required
to deliver and manage services at agreed levels to business users and customers. Service Operation
is also responsible for the ongoing management of the technology that is used to deliver and
support services. Service Operation embodies five processes and four functions
Request Fulfilment
Request Fulfilment refers to the process of dealing with Service Requests from the users.
To provide a channel for users to request and receive standard services for which a predefined
approval and qualification process exists
To provide information to users and customers about the availability of services and the procedure
for obtaining them
Priority: Simply means the order in which we will handle these items. In order to prioritize
Impact: The effect of the incident upon the business. (How much is this incident hurting
the business?)
Tool Used
Service now is the widely accepted tool for doing various function, in our case tool was
implemented to log Incident tickets/User requests, Problem tickets
2. Continuous meeting were done with business and various SLA's were framed, priorities of
Incidents were agreed.
Priority of Incidents
Priority Response time
P1 1 hour
P2 4 hours
P3 2 Business Days
P4 4 Business Days
Incident tickets for which root cause was not know are addressed in problem management
meetings.
Approach used
Common uses of the Ishikawa diagram are product design and quality defect prevention to
identify potential factors causing an overall effect. Each cause or reason for imperfection is a
source of variation. Causes are usually grouped into major categories to identify and classify
these sources of variation.
Conclusion