Change triggers

Managing change in Service Operation

Implementation considerations

IT Service Continuity Planning for ITSM support tools

Remote control

As already stated, but repeated here for completeness, it is often helpful for the Service Desk Analysts to be able to take control of the user’s desktop so as to allow them to conduct investigations or correct settings, etc. Facilities to allow this level of remote control will be needed.

Organizations are likely to become quickly dependent upon their ITSM tools and will find it difficult to work without them. A full Business Impact Analysis and Risk Analysis should be performed and plan s then developed to ensure appropriate IT service Continuity and resilience levels.

It should be noted that Service Operation is a phase in a lifecycle and not an entity in its own right. By the time a service, process, organization structure or technology is operating, it has already been implemented. However, there are a number of processes and function s described in this publication, and it is therefore important to address the implementation considerations which should have been addressed by the time they come into operation.

A number of these have been covered in the relevant section – for example guidance is given about organization structures and role s in Chapter 6. This will not be repeated here. Rather, this section will focus on some generic implementation guidance for Service Operation as a whole.

Service Operation should strive to achieve stability – but not stagnation! There are many valid and advantageous reasons why ‘ change is a good thing’ – but Service Operation staff must ensure that any changes are absorbed without adverse impact upon the stability of the IT services being offered.

There are many things that may trigger a change in the Service Operation environment. These include:

• New or upgraded hardware or network component s
• New or upgraded application s software
• New or upgraded system software (operating systems, utilities, middleware etc. including patches and bug fixes
• Legislative, conformance or governance changes
• Obsolescence – some components may become obsolete and require replacement or cease to be supported by the supplier /maintainer
• Business imperative – you have to be flexible to work in ITSM, particularly during Service Operation, and there will be many occasions when the business needs IT changes to meet dynamic business requirement s
• Enhancements to processes, procedure s and/or underpinning tools to improve IT delivery or reduce financial cost s
• Changes of management or personnel (ranging from loss or transfer of individuals right through to major take-overs or acquisitions)
• Change of service level s or in service provision – outsourcing, in-sourcing, partnership s, etc.

Дата добавления: 2014-12-23