B1 Routine operational communication

A6 ITIL and the OSI Framework

At around the time that ITIL v1 was being written, the International Standards Organization launched an initiative that resulted in the Open Systems Interconnection (OSI) framework. Since this initiative covered many of the same areas as did the ITIL team, it is not surprising that they covered much of the same ground.

However, it is also not surprising that they classified their processes differently, used different terminology, or used the same terminology in different ways. To confuse matters even more, it is common for different groups in an organization to use terminology from both ITIL and the OSI framework.

Although it is not in the scope of this publication to explore the OSI framework, it has made significant contributions to the definition and execution of ITSM programmes and project s around the world. It has also caused a great deal of debate between teams that do not realize the origins of the terminology that they are using.

For example, some organizations have two Change Management departments – one following the ITIL Change Management process and the other using the OSI’s Installation, Moves, Additions and Changes (IMAC) model. Each department is convinced that it is completely different from the other, and that they perform different role s. Closer examination will reveal that there are several areas of commonality.

In Service Operation, the management of Known Error s may be mapped to Fault Management. There is also a section related to Operational Capacity Management, which can be related to the OSI’s concept of Performance Management.

Appendix B: Communication in Service Operation

Most communication in Service Operation has to do with ensuring that all teams and departments are able to execute the standard activities involved in delivering IT services and managing the IT infrastructure.

Serious consideration should be given during Service Design to defining the content, type and format of communication that is required to operate IT services.

Purpose	To coordinate the regular activities of Service Operation at all levels. To ensure that all staff are aware of the scheduled activity at all times and that they are aware of any changes or initiatives that may affect the normal operation of the IT environment
Frequency	This type of communication is regular and is communicated in daily, weekly and monthly cycles
Role Players	All managers and staff involved in Service Operation All process managers for processes executed by Service Operation staff – especially Change, Incident and Problem Management Customers and users Vendor staff involved in Service Operation
Content	Summarize events since the previous communication to ensure that everyone is aware of any follow-up that needs to occur. Also to ensure that all batches have completed and the teams or departments are ready for standard operational activity A report on the health of major systems Inform Operations Management staff of any news or events that may effect operations that period Discuss any outstanding problems or incidents and ensure that an action plan is in place for each Discuss the schedule of changes that are expected to be made during the day, together with a briefing of potential incidents that may occur as a result and the appropriate action to be taken. This should not be confused with the CAB meeting. This is an opportunity to check whether changes that were agreed and scheduled by the CAB, or through a Change Model, are still on track Any planned maintenance or other outages that have been scheduled for the next operational period Announcement of the results of any Post Mortem or Crisis meetings that were held since the previous communication Announcement or reminder of training that may be available over the next week or month to give staff and their supervisors time to schedule the training into the Operations Schedule
Context / sources	Operations Logs Incident Reports Problem Reports Maintenance Schedules Change Schedule

Table B.1 Communication requirements in IT services

Дата добавления: 2014-12-23