Service Lifecycle Management (Subject) / ITSM Service Operation / ITSM Continual Service Improvement (Lesson)

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• Why is Service Operation called the moment of truth? Please name an example for this phase. - It is called the moment of truth because of the execution of service processes at agreed levels to the business users and customers. Will the customer be satisfied? Are the services executed on the right way and do only the authorized customers get the services? This phase will show the answers to these questions and will also show the truth if the service levels can be met. - As an example, for this phase you can look at the first execution of a helpdesk request from an employee to a helpdesk company. An employee calls the helpdesk and asks for help. In the first step the helpdesk must record all information about the problem. In the second step the helpdesk should provide at least one solution which will help the employee. The moment of truth arrives when the helpdesk has a solution which works or not. A working solution is the best result for the employee and shows that the service provides the agreements. A solution that does not work shows the capability of improvement of the service which is offered.
• Name the definition of Problem Management as given in ITIL Service Operation A Problem is a state, which can cause trouble within a process. The state of a Problem can be reached through one or more incidents
• Name 3 Motivations for and 4 Challenges of ITSM Motivation: - Compliance - Internal pressure from own organization - Competition with external IT service providers - Need for professionalization of IT (service quality, warranty)   Challenges: - Lack of executive sponsorship - Business understanding of ITIL objectives - Lack of resource time or people - Lack of internal knowledge/skills relating to ITIL - Lack of funding/cost of adoption - Organization/cultural resistance to change - Maintaining momentum/progress stagnates    
• Name three Design principles of service recovery processes? 1. Calculate cost of service failures and mistakes 2. Solicit complaints 3. Identify recovery needs 4. Train employees 5. Empower and enable customer contact employees 6. Recover quickly           7. Keep customers informed 8. Learn from failures and mistakes    
• What is the difference between an incident and a problem? An incident is an unplanned interruption to an IT service or reduction on the quality of an IT service. Failure of a CI that has not yet impacted an IT service is also an incident (e.g. failure of one disk from a mirror set) A problem is the underlying cause of one or more incidents.

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